FAQ

The bitterness of poor quality remains long after the sweetness of low price is forgotten – Anon

We all want value for money and a high quality service for our time invested.  You will get the level of professionalism, skill and knowledge you deserve with effective proven results.  On top of that you have access to our broad network of ethical and skilled allied health practitioners FAQ (Chiro, Physio, Podiatry, Personal Trainer, GP, Dieticians etc)

The average health claim refund is around 30% – 50% so if you have private insurance and your therapist has provider numbers (see ‘Can I claim Health Funds?’)

Price List

Effective as of 1st July 2024

GST Inclusive.

Click here to book online, or call one of our great admin team on 8357 3773

Or Click here to meet the team and read about their experience / interests

All our therapists are experienced, well qualified (some say ‘over qualified’) and continuing to study everything they can get their hands on about massage and the human body.  We do a thorough assessment process so we find out as much as we can about you, your body, your aches and pains and determine what YOU want out of the massage.  It’s not about us telling you what’s best, it’s making sure we work together to get the best outcome for you.

Majority of our therapists have their provider numbers with all the major private health funds. Please check our team bio’s before you book so you know who has what.

Sometimes when a new therapists joins the team it takes 6 – 8 wks to get their provider numbers….it’s a pain in the butt but something that is out of our control.  The invoices we give you have all the appropriate numbers on them so it’s as simple as emailing them into your health fund, or submitting them via your health insurance app.

All of our therapists are members of our professional massage associations.

Please check our team bio to confirm your therapist has provider numbers: https://rubmassage.com.au/about/#team

Yes.  Your initial consult will involve some assessment to ensure that we fully understand your needs and can tailor a Remedial Massage treatment specifically for you.  Our therapists then take extra time after your appointment to write extensive notes.

Your Initial Consult includes discussion of your areas of focus, and all-important time on the table, so you come out feeling different…better.

If massage is right for you, you will feel more relaxed (deeper voice, sleepy, chilled out blissed hippy type), have less pain and be able to move more freely.  You may feel a bit tender the next day but this is all part of the body healing itself so in 48 hours you should be fantastic.

Great question! Getting massaged regularly is the best form of treatment.  Having one every day would be heaven!

But seriously – The answer is very different for each person.  Some people who are dealing with injuries need sessions closer together to get on top of the problem, or until the body heals.  Most clients would go for once a fortnight, three weekly or monthly maintenance.

Most of our regular clients have treatments scheduled on the times and days that fit into their busy lives.

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Treating Minors

A minor is someone who is under the age of 18 years.

Policy

14 years and under – Must have a parent or responsible adult present in the room at all times during every treatment unless express written permission is given by the parent/guardian and the treating therapist at the time of treatment and subsequent treatments.

15yrs and older – Must have a parent or responsible adult present in the room at all times during the first treatment and then when express written permission is given by the parent/guardian and the treating therapist at the time of treatment and subsequent treatments.

The therapist may request the presence of the adult at any time and this supersedes all written permissions.

The therapist has the right, as with any client, to refuse treatment should they not feel it is in the childs, nor their own best interest.

If the parent is being treated, no minor is allowed within 1 m of the table during treamtment.

All therapists obtain an official National Police/Criminal Check or WWC check prior to working with minors.  This can be presented upon request to the consenting adult prior to treatment.

It is recommended that all therapists undergo Child Safe Training.

Procedure

When a minor is booked over the phone a note is placed on the file – ie Minor – informed that an adult must be present.

When they arrive in clinic a New Client form is completed which contains a Minor Policy and Permissions section including written consent for 15 yrs plus.

For Existing Minor client – All need to complete the Finger Ink form which will update and supersede all other written permissions.

Rub Massage is committed to complying with the Privacy Act 1988 and the Australian Privacy Principles 2014 and the privacy provisions of all applicable legislation.

This privacy policy covers all personal information we hold, that is, information, or an opinion about an individual, whose identity is apparent, or can be reasonably ascertained, from that information or opinion. This includes information we have collected from people through our office, over the phone and over the internet.

Collecting information

When we collect personal information from an individual, we will ensure that we do so in a fair manner and that we let the individual know where and how to contact our organisation. We will only collect information that is necessary for one or more of our functions or activities.

We will advise individuals or the purpose for which their personal information is collected.

If we collect sensitive information (as defined under the Act), we will treat it with the utmost security and confidentiality. We will ensure that it is not collected for any purposes, other than those for which we have obtained the individual’s consent, unless the law requires otherwise, or other exceptional circumstances prevail as described under the Act.

Where an individual chooses not to provide requested information, we will advise that individual of what consequences this non-disclosure may have. For example, withholding certain information may limit our ability to provide relevant offers or services to individuals.

Disclosing information

We will only disclose personal information in accordance with the Privacy Act.

This means that personal information may be disclosed:

For the purposes for which we have advised that we are collecting it, and for related purposes that the individual would reasonably expect,

Where we have the consent of the individual to do so,

As required by law, or

Under other circumstances where permitted under the Act.

In the course of our business activities, we may need to disclose some of your personal information to relevant staff.  We will inform you if this is the case and will only do so with your permission.

Unauthorised disclosure or access

As Rub Massage is committed to protecting the privacy of individuals, we will view unauthorised disclosure of, or access to, personal information by our employees or contractors, as a serious breach of this policy. Appropriate action (which may include disciplinary or legal action) will be taken in such cases.

Opt-out

We will always provide individuals with a nil-cost way of contacting us to register a request to “opt -out” from receiving any product offers.

Access to personal information

Individuals will be able to access their personal information upon request. However Rub Massage may occasionally need to deny access to information in accordance with the exemptions contained in the Act.

Security

Our goal is to protect the personal information collected by Rub Massage and its associations. Personal information will be managed confidentially and securely and destroyed appropriately when no longer required.

We will monitor and implement appropriate technical advances or management processes, to safeguard personal information.

Data Quality

We will take all reasonable steps to ensure that the data we collect, use or disclose is accurate, complete and up to date, and has been obtained directly from individuals or other reputable sources.

Privacy Inquiries

Privacy related inquiries or concerns can be directed to the clinic Director.

Client Complaint Policy

We value complaints as they assist us to improve our products, services and client service.

This policy has been designed to assist both clients and staff. Rub Massage is committed to consistent, fair and confidential complaint handling and to resolving complaints as quickly as possible. We aim to make it easy for people to make a complaint if they are dissatisfied and we will treat all clients making a complaint fairly.

Definition of a complaint

Complaints are defined as any expression of dissatisfaction or grievance made to staff by a client or member of the public in relation to our business.

It may be received through various means including phone, SMS, email, social media, handwritten, in person, in conversation or via a third party.

Recording complaints

All complaints made, verbal or written, are to be recorded by entering the details in an email and sending to HR Manager or Director ASAP.

When taking a complaint, record the name and contact details of the client, as well as full details of the complaint including the date, details of all communication with the client and any actions you feel are required to resolve the complaint.

Recorded complaints will also be monitored for any ongoing trends and efforts made to resolve any ongoing issues.

Clients’ personal details or details of their complaint will not be divulged to third parties unless we have their written consent.

Informing clients of progress

We strive to resolve all complaints within two days. Written complaints are to be acknowledged within two days.

Clients are to be given an approximate timeframe for resolution at the time they make their complaint.

Clients are to be informed of the progress of their complaint regularly, especially if there are any delays or changes to what has been agreed.

Clients are to be informed of any changes to our products or services as a result of their complaint.

Where appropriate, clients who have had a complaint resolved will be contacted at a later date to see if they are happy with how their complaint was handled.

Responding to complaints

All people making a complaint are to be treated with courtesy. Where possible, complaints will be resolved at the first point of contact. If appropriate to the complaint, frontline team members can offer an appointment at no charge to resolve a complaint immediately, with the complaint to still be recorded.

If the complaint can’t be resolved immediately, the client is to be given a timeframe, a contact person and details of our complaint handling process. Where possible, the staff member taking the complaint details will be the contact person.

At all times during the complaint handling process it is encouraged that staff members seek advice from the clinic director if required.

Complaints can be resolved by:

Bringing the complaint to the attention of the person to whom the complaint is directed

Dealing with the concern directly by having this person contact the client involved

Methods may include phone and email contact

Escalation of the complaint by bringing to the attention of the clinic director

Escalation of complaints

If a complaint cannot be resolved by the usual complaint process, it should be referred to the clinic director and the client will be informed and given an amended timeframe for resolution.

If we cannot resolve the complaint to the client’s satisfaction, we will inform them about where they can take further action (e.g., Office of Consumer and Business Affairs, Equal Opportunity Commission).

Refund Policy

A refund of either part or the whole of the payment cost of the massage treatment may be offered by the Director only when:

The complaint is made within 24 hrs of receiving the massage treatment and is in writing.

After investigation by the Director that it is deemed appropriate to do so.