Frequently Asked Questions
Got a question? We've covered off some of the more common questions we get asked below.
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Fees & Rebates
Do you bulk bill?
No, we do not bulk bill any of our services. If you have a Medicare Chronic Disease Management referral, a gap payment will apply. We accept HiCAPS for on-the-spot private health fund claims.
Do I need to pay on the day?
All accounts are required to be settled on the day. We accept major credit cards and have HiCAPs available so you can claim directly from your private health insurer if you are covered for services.
I'm under Workers Compensation or Motor Accident Claim. Will I still need to pay?
Clients with approved claims have no out of pocket expense. We will invoice the compensable body directly. If your claim has not yet been approved, you will need to pay for services at the time of the appointment and claim back from the compensable body once approved.
I have a medicare referral from my doctor. Will there be a gap payment?
Yes. We do not bulk bill any of our services. There will be a gap payment payable by the client.
Can I use my NDIS plan to pay for physiotherapy here?
Yes. We're a registered NDIS provider, which means both plan-managed and NDIA-managed (agency-managed) participants can access our services. Self-managed participants can also book directly with us.
What happens if I need to cancel or reschedule my appointment?
We ask for at least 24 hours' notice to cancel or reschedule your appointment. Late cancellations or missed appointments may incur a fee.
Classes
Do I need to be assessed by a physiotherapist prior to commencing a class?
Yes. An initial assessment is required prior to you starting in any of our classes. This allows us to obtain a medical history, ensure the class is safe and relevant to your health care needs, and tailor a program to you.
Will I have a different physiotherapist running the class?
There is a chance you will have a different physiotherapist running the class. We make sure that a handover is provided and that there is regular communication between the class physiotherapist and your regular physiotherapist.
When do I need to go back to see my regular physiotherapist?
We recommend 6 weekly reviews with your regular physiotherapist to ensure the class is still achieving your objectives.
What if I get pain or an exacerbation of my symptoms during a class?
The class physiotherapist will discuss any pain or symptoms you might develop in the class setting and provide advice where appropriate. They will also discuss with your usual physiotherapist as required.
Can I claim some or all of the cost of the class through my private health insurer?
Classes run by a physiotherapist are claimable through your private health insurer, dependent on your level of cover. We recommend you check with your private health insurer to clarify the level of cover if you are unsure. Classes that are not conducted by a physiotherapist (Warm Water Exercise, Drop In Sessions) are not claimable.
What should I wear and bring to a class?
For land-based classes, we recommend you wear comfortable active wear and closed in shoes. Please bring a towel and a full water bottle.
For pool-based classes, swimwear that you are comfortable exercising in is recommended. Please bring a towel and a full water bottle. Showers and changerooms are available. Soaps are not permitted in the pool area changerooms and showers as they present a slip/falls hazard.
PINC Cancer Rehab
What is PINC Cancer Rehabilitation and who is it for?
PINC Cancer Rehabilitation is a specialist physiotherapy program for people who have been diagnosed with, or treated for, cancer. It addresses the physical side effects of cancer and its treatment, such as reduced strength, mobility, lymphoedema risk, and fatigue. We're the only PINC Cancer Rehabilitation provider in the Top End, led by Meagan Colsey, who holds a Post Graduate qualification in PINC Cancer Rehabilitation.
Do I need a referral for the PINC program?
No referral is required for the PINC Cancer Rehabilitation program. An initial assessment by one of our physiotherapists is required before starting, so your program can be tailored safely to your individual needs.
Is PINC covered by private health insurance or Medicare?
PINC sessions run by a physiotherapist are claimable through your private health insurer, depending on your level of cover. We recommend checking with your insurer to confirm.
How long does the PINC Cancer Rehabilitation program run for?
PINC runs for one hour a week, for a minimum of 8 weeks. There's no fixed end date — the program is built with flexibility to accommodate individual challenges around treatment and management, so it can extend beyond 8 weeks as needed.
Can I start PINC while I'm still having cancer treatment, or only afterwards?
Yes — PINC can begin at any stage of your cancer journey, whether you're currently in treatment, have finished treatment, or are newly diagnosed. In fact, evidence strongly supports starting cancer-specific rehabilitation as early as possible, so there's no need to wait until treatment ends.
GLA:D
What is GLA:D and how is it different from standard physiotherapy for arthritis?
GLA:D (Good Life with osteoArthritis: Denmark) is a structured education and exercise program specifically designed for people with hip or knee osteoarthritis. It follows an evidence-based protocol shown to reduce pain and improve function, delivered by certified GLA:D providers. Our certified GLA:D providers are Andrew Rank and Bridget O'Dwyer.
Do I need a referral for the GLA:D program?
No referral is required for the GLA:D program unless you wish to claim some sessions back through medicare. An initial assessment by one of our physiotherapists is required before starting, so your program can be tailored safely to your individual needs.
Do I need to have been diagnosed with osteoarthritis to join GLA:D?
GLA:D is specifically designed for people with confirmed hip or knee osteoarthritis. Your physiotherapist will confirm this as part of your initial assessment if you haven't already been formally diagnosed.
Is GLA:D covered by private health insurance or Medicare?
GLA:D sessions run by a physiotherapist are claimable through your private health insurer, depending on your level of cover. We recommend checking with your insurer to confirm.
How long does the GLA:D program run for, and how often are sessions?
The GLA:D program runs as structured education and exercise sessions over six weeks, combining group learning about osteoarthritis with a supervised exercise plan. Sessions are twice weekly for an hour.
Telehealth
Can I do my initial consult over telehealth?
Yes, although there are some limitations around physical examination compared to an in-person appointment. Your physiotherapist will let you know if an in-person visit is needed to complete your assessment.
How does telehealth work for physiotherapy?
Your appointment is conducted over a secure video call at your scheduled time. Your physiotherapist will talk through your history and goals, guide you through movement assessments where possible, and provide advice, exercises, and a treatment plan — the same as an in-person consultation, adapted for video.
Is my telehealth appointment private and secure?
Yes. We use a compliant version of Microsoft Teams, which meets healthcare privacy and security requirements — the same standard of confidentiality applies as an in-person consultation.
What equipment do I need?
A computer or tablet with a webcam and a stable internet connection is preferred, although a phone will work too. We use a compliant version of Microsoft Teams for telehealth sessions — you don't need a Teams account or a Microsoft 365 subscription to join.
How much does it cost and how do I pay?
An initial consultation performed by telehealth is $80*. If further, in-person assessment is required to complete the assessment, this is charged at our standard rates. Our admin staff will call you for payment prior to the appointment and issue you a receipt electronically, which you can lodge with your private health fund.
*Initial telehealth consultation rate applies to private paying clients, with payment received on the day of consultation. Correct as of August 2026.
NDIS
Am I eligible to use NDIS funding for physiotherapy?
If physiotherapy is included in your NDIS plan under Improved Daily Living or Improved Health and Wellbeing, you can use your funding with us. If you're unsure what your plan covers, our team can help you check, or you can confirm with your plan manager or support coordinator.
Do I need plan-managed, self-managed, or agency-managed funding to see you?
No — we work with participants under all three funding types: plan-managed, self-managed, and agency-managed (NDIA-managed).
Can you liaise directly with my support coordinator or plan manager?
Yes. We're happy to communicate directly with your support coordinator or plan manager to coordinate invoicing, goals, and reporting, so you don't have to manage that back and forth yourself.
Do you offer NDIS physiotherapy at home?
Yes. For participants who find it difficult to attend a clinic, our physiotherapists can provide NDIS-funded treatment at home.
Do I need a service agreement in place for my initial consultation?
Yes, it is best practice to have a short-form service agreement in place for an initial consultation under the NDIS, primarily to ensure pricing transparency, define mutual expectations, and comply with the NDIS Practice Standards regarding informed consent and service costs. We can send this to you at the time of booking to ensure it is in place for your initial consultation.
Hydrotherapy
What is hydrotherapy and who is it suitable for?
Hydrotherapy is physiotherapy-guided exercise therapy in a warm water pool. The water's buoyancy reduces load on joints and muscles, making it well suited to people recovering from surgery, managing arthritis or chronic pain, or needing a lower-impact way to rebuild strength and mobility.
Do I need a land-based assessment for hydrotherapy?
Yes, an initial physiotherapy assessment is required before starting hydrotherapy, so we can tailor the session to your needs and ensure it's safe for your condition.
What should I bring to a hydrotherapy session?
Please bring swimwear you're comfortable exercising in, a towel, and a full water bottle. Showers and changerooms are available on site. For safety, soaps are not permitted poolside or in the changeroom showers as they present a slip hazard.
Is hydrotherapy suitable if I can't swim?
Yes. Hydrotherapy sessions are supervised and exercise-based rather than swimming-based, and are conducted in shallow water where you can stand — you don't need to be able to swim to take part.
What temperature is the hydrotherapy pool, and why does it matter?
Our hydrotherapy pool is kept between 33°C and 35°C. The warm water helps relax muscles, ease joint pain, and makes movement more comfortable — supporting exercise for people who find land-based movement difficult.
Massage Therapy
Do I need a referral to book a massage?
No referral is needed to book a massage appointment with us.
Can I claim massage therapy through my private health insurer?
Remedial massage is claimable through most private health funds, depending on your level of cover. We recommend checking your specific level of cover with your insurer before booking. We also offer HiCAPS for on-the-spot claiming.
How is massage therapy different from a physiotherapy appointment?
Massage therapy focuses on soft tissue treatment — relieving muscle tension, improving circulation, and supporting recovery — while physiotherapy includes a full assessment, diagnosis, and treatment plan for a specific injury or condition. Many clients use both as part of an overall treatment plan.
How often should I get a remedial massage?
For general maintenance, we typically recommend remedial massage every 4–6 weeks. More frequent sessions may be recommended during periods of increased physical stress or activity, such as competition or intensive training.
Do you offer massage as a standalone treatment, or only alongside physiotherapy?
Massage therapy can be booked as a standalone treatment or as part of a broader physiotherapy treatment plan, depending on what suits your needs. We offer a discounted rate for same day physiotherapy and massage - click here for more details.
Your First Appointment
What should I bring to my first appointment?
Please bring any relevant referrals (Medicare, NDIS, GP or specialist), a list of current medications, any relevant scan or imaging results, and comfortable clothing that allows easy access to the area being assessed.
How long does an initial consultation take?
Initial consultations (telehealth and in-person) run for approximately 40 minutes.
What happens during a first physiotherapy assessment?
Your first appointment includes a thorough discussion of your medical history and goals, a physical assessment, a working diagnosis, and the start of a personalised treatment plan — which may include hands-on manual therapy and a home exercise program.
Is parking available at your clinics?
Yes — free on-site and street parking is available at both The Tropicus Centre (Coconut Grove) and The Corner (Rosebery).
Still looking for answers?
If we haven't answered your question above, please feel free to give us a call or email our friendly admin staff.
