At The Soundmill Centre, we are committed to providing high-quality, ethical, and safe services for children and families. To support this, we follow a range of clear service delivery policies that help ensure transparency, consistency, and the best possible care.

​

Service Agreement, Consent, and Privacy

Before services commence, all families are required to review and sign a Service Agreement. This agreement outlines our service delivery arrangements, including consent, fees, cancellations, and privacy obligations.

You will also be asked to complete relevant consent forms for assessment and/or therapy. These ensure we have permission to work with your child and, where appropriate, to collaborate with educators or other professionals.

Protecting your family’s privacy is a priority. We handle all personal and health information in line with Australian privacy legislation and best-practice standards.

​

Appointments and Cancellations

We understand that unexpected situations arise. To help us manage appointments fairly and sustainably, we ask families to provide at least two business days’ notice if a session needs to be cancelled. If your child is unwell, we encourage you to contact us as early as possible. As sessions are planned and prepared one to two days in advance, late cancellations may incur a cancellation fee in line with our Service Agreement.

​

Fees and Payments

Invoices for assessment and therapy sessions are issued weekly and are payable within 14 days of issue. Please note:

• We do not accept cash, credit card payments, or cheques

• Due to the majority of sessions occurring at schools or early learning centres, we do not offer payment facilities at the clinic

• Late payments may incur a 10% administration fee, as outlined in the Service Agreement

If you have questions about invoices or payments, our administration team is happy to assist.

​

Our Team and Child Safety

All clinicians at The Soundmill Centre:

• Are qualified and registered speech pathologists

• Hold current Working With Children Checks & National Police Checks

• Meet mandatory reporting obligations under Australian law

• Act in accordance with our Children Safe Environment Compliance Statement lodged with the SA Government

Child safety and wellbeing are central to our practice, and all staff follow professional and legal responsibilities to protect children.

​

Keeping Your Information Safe

Your family’s information security is extremely important to us. Health data is highly sensitive, and we take robust steps to ensure it is protected at all times, which include:

​

Secure Practice Management

All client records (excluding emails) are stored in Zanda, a secure healthcare practice management system. Access is restricted to authorised staff only. Zanda:

• Is designed specifically for healthcare providers

• Holds ISO 27001 accreditation, the international standard for information security

• Stores data in Australian (Sydney-based) data centres, ensuring compliance with Australian regulations

​

Trusted Technology and Cyber Security

We use Microsoft 365 with Defender P2 to protect all emails, documents, and communications. This enterprise-grade system provides advanced protection against:

• Phishing and email scams

• Malware and ransomware

• Accidental data leaks

Defender P2 actively monitors and blocks suspicious activity in real time, helping ensure sensitive information is only accessed and shared appropriately.

​

Strong Network Protection

Our clinic network is protected by active firewall systems, including dedicated physical security devices. These act as a secure gateway, filtering internet traffic and blocking threats before they reach our computers or systems. This layered approach helps prevent unauthorised access, viruses, and cyber threats, keeping your family’s information safe.

​

Best-Practice Cyber Security Standards

We also align our systems and processes with the Australian Cyber Security Centre’s Essential Eight framework, which represents best practice for organisations in Australia. These strategies focus on:

• Keeping systems up to date

• Controlling access to sensitive information

• Reducing cyber risk

• Ensuring rapid recovery if an incident were ever to occur

By following this framework, we strengthen security, improve resilience, and ensure our practices meet strong, government-backed standards.

​

If you have any questions about our service policies, privacy, or security practices, please don’t hesitate to contact our team. We are always happy to clarify and support you.