Service Commitment

At Youth OT, we are committed to providing safe, responsive, family-centred and outcome-focused occupational therapy services for children, young people and their families.

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Our goal is to deliver supports that are respectful, evidence-informed and tailored to each client’s individual strengths, needs and goals. We want every family working with Youth OT to feel informed, supported and confident in the services they receive.

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This page outlines our commitment to quality care, privacy, feedback and complaints, and the way we work alongside clients and families.

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Service Agreements

Before starting services with Youth OT, we will provide a clear service agreement that outlines how we work together.

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This agreement includes information about:

• the supports and services to be provided

• service fees and any applicable travel charges

• how and where services will be delivered

• consent and privacy information

• cancellation arrangements

• the responsibilities of Youth OT and the client or family.

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We want families to feel informed from the outset, and we are always happy to answer any questions before services begin.

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Privacy and Confidentiality

Youth OT respects your privacy and is committed to protecting personal and health information in accordance with our legal, ethical and professional obligations.

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We collect, use and store information only as required to deliver services, meet our professional responsibilities, and support coordinated care where consent has been provided.

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Read our Privacy Policy here:

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Feedback and Complaints

Youth OT values feedback from clients, families, carers and other stakeholders. Feedback helps us understand what we are doing well and where we can continue to improve.

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We are committed to ensuring that feedback, concerns and complaints are acknowledged, responded to and managed in a fair, respectful and timely way. We also use feedback to strengthen our services and improve the experience of the families we support.

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Provide feedback or make an anonymous complaint here:

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You can also contact our team directly if you would prefer to discuss a concern with us first.

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Quality and Safety

Youth OT is committed to maintaining systems that support the safety, wellbeing and rights of every client.

This includes:

• safeguarding clients through appropriate incident management processes

• responding to concerns in a timely and appropriate manner

• learning from incidents, feedback and complaints

• maintaining governance and operational management systems appropriate to the size and scope of our services

• planning for emergencies and disruptions to support continuity of critical services where needed.

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Respect for Client Rights

At Youth OT, we are committed to supporting and respecting the legal and human rights of every client.

We aim to ensure that each client and family:

• is treated with dignity and respect

• is supported to make informed choices

• receives services that are inclusive and responsive to their individual circumstances

• has their privacy and confidentiality protected

• is supported to participate meaningfully in everyday life.

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Appointment Cancellations

We understand that plans can change. If you need to cancel or reschedule an appointment, we ask that you provide notice in accordance with your service agreement.

Details about cancellation timeframes and any applicable fees are outlined in your service agreement. If you are unsure, please contact our team and we will be happy to assist.

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Our Ongoing Commitment

Youth OT is committed to providing services that are safe, ethical, evidence-based and centred on the needs of children, young people and their families.

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We continually review our systems, practices and service delivery to ensure we are providing high-quality supports that align with client goals, professional standards and NDIS requirements.