Our policies and procedures
Feedback and Complaints
Thrive Music welcomes your valuable feedback.
By letting us know what we are doing well and by telling us the things we can improve, we can make sure that you get the best from our service.
You can give feedback, comment or complain at any time. We will take all complaints seriously and respond to them promptly.
Privacy Policy
Thrive Music will take all reasonable and necessary measures to protect your personal and sensitive information. We will only request information from you that enables us to provide you with a safe and effective service that meets your individual needs.
Information collected from you will not be disclosed to any other parties without your prior written consent. Information collected from you will be securely stored as per our obligations under the Privacy Act 1988 and Privacy Amendment (Enhancing Privacy Protection) Act 2012.
Please contact us if you would like a copy of our privacy policy.
Your rights and responsibilities
Thrive Music respects your right to access our service in a safe, dignified and supported way. We recognise your right to exercise choice and control in your decisions and interactions with our service.
We are committed to:
providing a high quality, safe, ethical, person-centered service
treating you fairly and with respect
providing you with the information you need to make informed decisions
respecting your privacy and confidentiality
welcoming and acting quickly and fairly on complaints and feedback
the inclusion of a support person or advocate (where required) who can help you to make decisions about your therapy program and/or complaints about our service
We ask that you:
treat us with respect, including respecting the use of our equipment
make every effort to attend sessions and notify us when you cannot attend a session
make every effort to actively participate in your therapy program, including completing paperwork, paying invoices on time, and notifying us of any changes to your circumstances or personal information
give honest feedback about our service
assist us to reduce risk of harm by acting in a safe manner and providing a safe environment for mobile therapy
Safety and Incidents
Maintaining your safety, our safety, and the safety of others in the community is important. Thrive Music will take all reasonable and necessary measures to prevent incidents from occurring in our service.
Your service will always be provided by an appropriately qualified and trained therapist.
Prior to your first session, we will discuss the location of your sessions with you and ask you questions from a ‘Safety Checklist’.
If you have been injured, feel unsafe, or notice a hazard at any time during our service please notify us as soon as possible.
As a registered NDIS provider we will uphold our obligations for reporting and managing incidents with the NDIS Quality and Safeguards Commission.
Child Safe Policy
Thrive Music is a child-safe business. We are committed to ensuring all children are free from violence, abuse, neglect, exploitation or discrimination.
Ensuring a safe environment for children receiving our services as well as engaging with families and communities to promote and support safety for children are key principles of our philosophy and duty of care.
Quality Assurance
Thrive Music is committed to providing a high quality, ethical and continuously improving service. We maintain all necessary qualifications and legislative requirements including:
Registration with the Australian Music Therapy Association
National Police Certificate
Working with Children Clearance
First Aid and CPR Certificate
NDIS Provider Registration
NDIS Worker Screening Clearance
Child Protection Training
Professional Indemnity and Public Liability Insurance
COVID-19 Vaccination