Have Questions?

Frequently Asked Questions

There a 3 simple ways you can request services from Unity Physiotherapy. You can:

  • Fill out and submit  our ‘book online” form, or if you’re a case manager/coordinator booking on behalf of a client/participant our ‘referral form’. 
  • Call us on 1300 101 123 to book or talk to us about our services, Monday-Friday 8am-6pm AEST
  • Email us on info@unityphysio.com.au with your details and the service you require

No matter how you choose to get in touch with us, we endeavour to answer all enquiries within 24 hours on business days.  

Work cover and CTP – You will need a GP or “Nominated Treating Doctor” (NTD) referral to physiotherapy, and a claim number given to you by your insurer on approval of your claim. If you have not yet been allocated a claim number, we will need a contact (NTD or insurer) that we can follow up with to get these details. Approved claims have all their treatment fees deemed reasonable and necessary and related to the case, covered by the insurer

You can make a booking without a doctor’s referral if you you are a private patient or self-managed NDIS client and can reach us directly to book an appointment

To see a physiotherapist under a Department veterans affairs (DVA) or  (Medicare), you will need a GP referral. Please have this referral on hand for your first appointment.

Following your physiotherapy session you can view and/or print a copy of your receipt which is available the day after your appointment. Once printed, the receipt can be submitted to your respective provider for a claim.

All health funds are different so you may like to call your fund to check that your policy overs physiotherapy and how much your find will pay for each treatment. 

We understand that unforeseen commitments and events do arise from time to time, and so we make cancellations easy. Please contact our offices on 1300 101 123  or your respective case manager at least 24hours before the appointment and inform us of the cancellation. 

Please note, appointments cancelled with less than 24 hours prior to a scheduled session will be charged the full amount indicated at the time of booking. Our Physiotherapists set aside individualised time for your appointment, which can be difficult to fill if you cancel with less than 24 hours’ notice. 

This is variable depending on your funding scheme, or if you are private paying.

Please call our team on 1300 101 123 and we can talk through what the cost for your treatment will most likely be. This information will be formalised during the initial appointment and assessment.

Your physiotherapist will conduct an initial assessment which will involve listening to your story and completing a thorough exam of your pain or injury or problem. We may also need any relevant information from your doctor or other healthcare professional that might help us understand your problem. If you have had any tests or reports eg. X-ray, CT scan, MRI then please have them available. If you are an NDIS participant, a copy of your NDIS plan goals is helpful so that we can see how physiotherapy can best help you achieve your goals.

We will then provide you with a diagnosis and your session will include hands-on treatment, advice and exercises for you to continue with until your next appointment. Your physiotherapist will also discuss with you a management plan, including proposed treatment, length of recovery and number of sessions.

Regular feedback and communication play a pivotal role in helping us improve our services to ensure you’re safer, happier and get the most out of your sessions. Feedback or complains can be made at any time using the physical form we provide or by an alternative route such as email, phone, in person or click on our online feedback and complaints page to access our feedback/complaints form.

Our feedback and complaints form can be found at the bottom of our website. Once feedback or a complaint is made, we will make sure your messaged is delivered to the appropriate parties and you receive a reply as soon as possible. You may choose to remain anonymous by leaving your contact details blank and specifying you wish to remain anonymous in the “Your name” section. 

If at any point you feel your service, privacy, dignity and safety has not been respected, please feel free to contact us to discuss this further. 

Unity Physio Phone: 1300 101 123          

Unity Physio Email: info@unityphysio.com.au

Alternatively, If you’re a NDIS participant and you’re not comfortable speaking to us directly, we encourage you to contact the NDIS commission for further advice and management via phone on 1800 035 544 or via email at contactcentre@ndiscommission.gov.au