Help

I want to start now, do I need a Free Consult? 
Everyone must complete an Initial FREE Consultation.  This is to ensure we deliver our Program at a high standard and can tailor it as required as well as meeting WH & S Standards.

Do I need to sign an Intake form?
Intake Forms must be completed and signed by ALL Clients or their Care Giver/Guardian prior to starting the program.
The entire process can be completed on-line including the signing of the document.  Please call us to arrange your bookings after this step.

One child has already completed the program, I want to enrol another family member, do they need to complete the forms?
Yes, in order to comply with Workplace Health and Safety and to ensure our program is meeting the specific needs of each person or family member,
the NEW client must complete an Individual Free Consult and Intake Form, using an alternate email address (our information management system requires that you must use a different email address for each client).

Please keep your Booking emails in a folder or print them out – Do not delete them!

How do I make a Booking?
You can book a Free Consult online.  However, please call 1300 209 634 to make all other bookings.

Will I receive a reminder?
Yes, you will receive an SMS and Email reminder the day before.

How do I cancel or reschedule?
Cancellations or Rescheduling of your booking can be made by clicking on the CANCEL or CHANGE button in your Booking Email or please call 1300 209 634.

Is there a cancellation fee?
Cancellations within the 24 hour cancellation period may be charged at 50% of the session rate.

I booked the wrong Service Type or Location, how do I change this?
Find your Booking email and click on the CANCEL button.  Then make a New booking using the correct location and service. Call us for assistance.

Can I make a booking for another family member?
Yes, but first you MUST complete the Free Consult and Intake forms for the NEW family member utilising a different email address.

Can I use the same email address for multiple family members?
No, you MUST use a unique email address for EACH client/person undertaking the program.

What is my Client Card?
Your Client Card is a helpful tool that will appear beside your Booking form.  It will help you remember the Details used in the Intake Forms and ensure you enter those details in the Booking form.

What should I wear to the Session?
Comfortable clothing suitable for light exercise and activity.

Myself or my Child is sick and I cannot attend, what is the process?
Find your booking email and click on the CHANGE button in the email.  You can then reschedule your Booking.  If not, please call us to cancel.

Brain Train is an NDIS-approved service provider (#4050044301).
Contact us if you have any questions about the NDIS process and using your funds with Brain Train.
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How do I pay for my sessions?
Payment is required on the day the service is provided via a credit/debit card link attached to your invoice. You can also call us to set up Auto-Pay on your account for your convenience.

What is the process for NDIS Clients?

  • Agency Managed: Brain Train will submit invoices to the NDIS portal after each session is completed.
  • Plan Managed: Brain Train will forward invoices to your planner for payment.
  • Self Managed: Payment for your session is required on the day of your appointment.

Do you provide a receipt for my records?
Once payment has been received, a receipt will be emailed to you (unless you are an Agency or Plan managed NDIS client).

I have lost my receipt, can you send me a new one?
You can request a receipt to be emailed to you at any time, by advising our Staff.

Can you provide a report of my visits for my records?
Yes, our staff can print a Statement of all invoices showing session attendance for any date range that you require.

Is my Data Secure?
We take Privacy and Security seriously.
We go above and beyond accepted industry standards to ensure your data is safe.
We use the following systems in our overall security plan:
1. Global Secure Amazon Web Data Centres
2. Dedicated Servers and Database Servers (No Shared Hardware)
3. Valid Comodo SSL Certificates
4. Pen and Malware Testing
5. Login Protection
6. Port Blocking
7. Brute Force Protection and much more!

How do we contact you?
Please feel free to call us on 1300 209 634 should you have any questions or concerns.

How do we provide you with Feedback?
You can call us on 1300 209 634 or we have an online feedback link on our homepage or click here.

Do you have an email address?
We prefer to handle your request via Phone so we can resolve it quickly and efficiently.

I didn’t receive your email?
Please check your Junk or SPAM folder.  Then let us know if you still have not received it.

Your email was in my Junk or SPAM folder, how can I prevent this?
The best way to fix this, is by clicking on our email address and adding us to your Contacts.