Failure to keep your scheduled appointments at Excel Physiotherapy and Wellness hinders our ability to provide the best care for our patients.

We ask that you call at least 24 hours prior to your appointment if you are unable to attend. This gives us the opportunity to offer that appointment to another patient.

Please take a moment to review the guidelines below:


Excel Physiotherapy and Wellness requires 24-hour notice for the cancellation of a scheduled appointment. There is a 50% of the service charge for a ‘no-show’ or cancellation without proper notice. This charge will not be covered by your health fund, insurance policy or by Medicare.

Lateness Policy

In order for us to provide the best quality of care we request that you arrive five minutes before your scheduled appointment. You are welcome to call in advance to request an earlier or later time. We will be happy to honour your request if other appointment times are available. Unfortunately we are unable to extend our appointment times if you are running late.

We take these policies seriously because when a patient misses an appointment, three people are adversely affected:

You, the patient – for not receiving the treatment you need
Your therapist – as now he or she has a gap in the schedule
And, of course, another patient – who could have benefitted from your appointment time

Workers Compensation/CTP Insurance/EPC Patients

Your doctor feels that you have a need for physiotherapy treatment, so it is important that you arrive to all of your treatment sessions. In the event you feel you will be unable to keep your scheduled appointment, it is your responsibility to take the following steps

Contact Excel Physiotherapy and Wellness – 1300 650 510
Contact your doctor
Contact your employer or case manager

Thank you again for making Excel Physiotherapy and Wellness your choice for treatment.