Account Concerns

Overdue Accounts

We understand that finances can become difficult and that unexpected costs can put pressure on families.

If you are having trouble paying an account, please contact us as early as you can. Our preference is always to work with you directly and find a practical way forward.

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We want to help resolve the issue, not make things harder.

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Payment plans

Where appropriate, we can arrange a payment plan for an outstanding balance.

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Payment plans generally require:

• a minimum weekly payment of $20 or 10% of the outstanding balance, whichever is greater

• payments to be made according to the agreed schedule

• future appointments to be paid for on the day of service

• a minimum attendance rate of 75%

• ongoing communication if your circumstances change.

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If the agreed payment arrangement is not maintained, future appointments may need to be paused or cancelled until the account is brought back into agreement.

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Financial hardship

We know that times can be tight, and we encourage you to speak with us if financial circumstances are affecting your ability to continue care.

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Depending on eligibility, other funding options may include:

• Mental Health Treatment Plan from your GP

• NDIS funding

• funded programs such as CAREinMIND (Your GP can refer you)

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Family Minded participates in CAREinMIND where appropriate.

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New CAREinMIND referrals cannot be accepted while a previous Family Minded account remains outstanding unless an approved payment arrangement is in place.

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Debt recovery

Our strong preference is always to resolve outstanding accounts directly with you.

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If you stay in contact with us and work with us on an agreed payment plan, we will do our best to find a manageable solution.

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Where an account remains unpaid and there has been no engagement with Family Minded, or an agreed payment arrangement has not been maintained, the account may be referred to Marshall Freeman Debt Collection.

External debt recovery is used as a last resort, after reasonable attempts have been made to contact you and resolve the account directly.

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Please talk to us early

If you are worried about an invoice or payment plan, please contact our administration team.

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We understand that financial circumstances change. We would much rather have an early conversation and work out a realistic arrangement with you than allow the account to become more stressful or require external debt recovery.