Patient Policy
Patient Acknowledgement
By booking an appointment at Austral Smiles, either online, by phone, or in person, you confirm that:
- You have read and understood this Patient Policy.
- You agree to comply with the terms outlined in this policy.
- You acknowledge that fees may apply for late cancellations and failed attendance as described in this policy.
- You have had the opportunity to ask any questions about this policy prior to booking.
We are committed to providing the highest standard of dental care to every patient. To ensure fair access to appointment times and to support the smooth operation of our practice, we ask all patients to read and agree to this policy prior to each appointment.
This policy exists to protect both our patients and our practice. When appointments are cancelled at short notice or not attended, other patients lose the opportunity to receive timely care, and our clinical team cannot be redeployed. We appreciate your understanding and cooperation.
Cancellations & Failed Attendance
Notice Requirement: A minimum of 24 hours’ notice is required for
weekday appointments and 48 hours’ notice is required for weekend / afterhours
(5pm onwards) appointment cancellations or changes. This allows us to offer your
appointment time to another patient in need of care.
Late Cancellation & Non-Attendance Fee: A fee may be charged
in the following circumstances:
- cancellation or rescheduling with less than 24 hours’ notice for weekday appointments
and 48 hours’ notice for weekend / afterhours appointments; or - failure to attend a scheduled appointment without prior notice
(Did Not Arrive / No-Show).
The applicable fee will depend on the length and nature of your scheduled appointment:
| Appointment Type | Late Cancellation / Non-Attendance Fee |
|---|---|
| Standard appointment (up to 1 hour) | $100 (AUD) |
| Extended appointment (over 1 hour) | At the discretion of the treating dentist, based on appointment length and prior attendance history |
For extended or complex appointments (such as implant or surgical procedures),
a higher fee may apply to reflect the clinical time reserved. The treating dentist
will determine the applicable fee having regard to the length of the appointment
and the patient’s prior attendance history. Where a higher fee may apply,
patients will be notified.
Our aim is not to penalise patients, but to reduce the number of last-minute
cancellations so that all patients can access timely care.
Exceptional circumstances (including genuine medical emergencies) will be
considered at the discretion of practice management. Please contact us as soon
as possible if an emergency arises.
Appointment Times
Your confirmed appointment time represents your scheduled chair time, not your
check-in time. Please arrive promptly at your appointment time.
We recommend allowing adequate time to locate parking and the practice entrance,
particularly for your first visit.
We make every effort to see patients on time. In the event of an unexpected clinical
delay on the day of your appointment, we will notify you as soon as possible so you
can plan accordingly. We understand that your time is valuable, and we will always
endeavour to give you as much notice as practicable.
Late Arrivals
If you arrive more than 10 minutes after your scheduled appointment time without prior notice:
- we may be unable to accommodate your full treatment within the remaining time;
- the dentist may no longer be available to perform the scheduled treatment; and/or
- your appointment may be rescheduled and recorded as a late attendance, and a fee for non-attendance may apply.
We understand that delays can occur. If you are running late, please contact us as
soon as possible so we can advise you on the best course of action.
Booking Deposit Requirement
A booking deposit may be required for certain appointments, or for future
appointments following a late cancellation or failed attendance. The deposit
amount will be advised at the time of booking.
The deposit will be applied in full toward the cost of your treatment.
The deposit will be refunded upon request within 3-5 business days if the
appointment is cancelled with the required applicable 24- or 48-hours’ notice.
The deposit will be forfeited if you fail to attend or cancel within the
applicable 24- or 48-hours’ notice.
Practice-Initiated Cancellations
We recognise that our patients arrange their schedules around their appointments.
In the rare event that we need to cancel or reschedule your appointment due to
unforeseen clinical or operational circumstances, we will:
- notify you as early as possible;
- offer you the next available appointment at a time convenient to you; and
- ensure that no cancellation fee or deposit forfeiture applies to you because
of a practice-initiated cancellation.
We will not cancel appointments at short notice unless it is genuinely unavoidable.
Payment Terms
Full payment is required on the day of treatment, unless a prior arrangement
has been confirmed in writing with the practice.
We accept the following payment options:
- Cash and EFTPOS
- Major credit cards (Visa, Mastercard)
- Fund My Dental – subject to applicant approval and provider terms.
- GoCardless – subject to provider terms and applicable transaction fees.
Where a payment plan is used, any transaction fees charged to the practice by
the payment plan provider may be passed on to the patient as an administrative
fee. You will be advised of any such fee prior to confirming your payment arrangement.
Austral Smiles does not guarantee the availability of any third-party payment
provider. Approval, eligibility, and fees are determined solely by the respective
provider and are subject to change without notice.
Health Fund Rebates & Out-of-Pocket Costs
Treatment costs, health fund rebates, and out-of-pocket gaps vary depending on
the treatment provided and your individual health fund cover, benefit limits,
and waiting periods.
Patients are responsible for understanding their own fund coverage and benefit
entitlements. We recommend confirming your cover with your health fund prior
to commencing treatment.
Our team is happy to provide itemised treatment estimates upon request to assist
you in assessing your expected out-of-pocket costs.
Social Media & Photography Consent
From time to time, Austral Smiles may photograph, record, or capture clinical
images (including before-and-after treatment images) for the purpose of patient
education, website content, and social media publication.
Your participation is entirely voluntary. The following conditions apply:
- a separate Social Media & Photography Consent Form will be provided to you
prior to any photography or recording; - you will not be photographed, recorded, or identified in any published material
without your explicit written consent; - consent may be withdrawn at any time by notifying the practice in writing.
Any previously published content will be reviewed and removed upon request
where reasonably practicable; and - we will never tag, identify, or disclose personally identifiable information
in any published content without your express permission.
Privacy
You understand that your personal information will be collected and used in accordance with our Privacy Policy, available on our website or in hard copy at our practice.
Policy Updates
This policy is reviewed periodically. The version published on our website is the current version and supersedes any previously issued copies.