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Setting Up Your Plan

What if my preferred practice doesn’t offer MyHealthCare payment plans?

We will happily reach out the preferred practice in your area to discuss offering MyHealthCare payment plans as a payment option for their practice.

Simply contact us with clinic details and one of our team will contact them directly.

How do I know which practices offer MyHealthCare?

It’s best to contact your preferred provider (for privacy reasons we do not disclose practice details) and discuss whether a payment plan is available for your treatment. In some instances, they may have information regarding MyHealthCare on their website or you can simply give them a call.

Can I add further treatment to my existing MyHealthCare payment plan?

Yes, simply talk to your allied health practitioner about adding additional treatment to an existing payment plan.

What time will my payments be debited?

Direct debits can be processed anytime from midnight on the morning of your scheduled debit date. We suggest having the funds available in the account the night before any due date.

Note: If your direct debit date falls on a public holiday or the weekend, it will be processed the next business day. If for any reason a debit does not occur on a scheduled date, please leave funds available until the payment is debited.

How do I setup a MyHealthCare payment plan?

When your practitioner discusses your treatment plan, enquire about a MyHealthCare payment plan tailored to your treatment.

Together with your practitioner decide on the payment plan details including the deposit, amount and frequency of payments.

Complete the simple, direct debit form. There’s no need for credit checks or detailed financial information.

You can begin your treatment straight away and your payments begin. Simple. No hassle, no fuss.

Is a MyHealthCare payment plan a credit contract?

MyHealthCare is a simple direct debit payment plan – not a credit product. Unlike credit or personal loan options, you won’t be charged interest on your treatment or go through complex credit checks or be asked to provide detailed financial information.

What do I need to be aware of when considering different payment plan options?

When considering any over-time payment option, it’s important to consider manageability of payments. You should also be aware that some payment plans are consumer credit so may charge additional fees, interest (if not paid within an interest free period), account keeping fees etc.

Can I use a MyHealthCare payment plan in conjunction with my health f?

Yes! Your MyHealthCare payment plan can easily be adjusted to include your health fund refund. This will be transacted as per usual process at your practice and they will advise us to make the adjustment.

How do I know if I will be eligible for a MyHealthCare payment plan?

To be eligible for a MyHealthCare payment plan you need to be over 18, an Australian citizen, employed and not subject to any debt or bankruptcy agreements.

What type of treatments can MyHealthCare be used for?

MyHealthCare payment plans can be used for a wide variety of allied health treatments, including:

  • physiotherapy
  • chiropractic
  • osteopathy
  • psychology
  • podiatry
  • exercise physiology
  • speech therapy
  • dietetics
  • audiology
  • and more.
What cost of treatment can be covered by MyHealthCare payment plans?

Treatment costs covered by your MyHealthCare payment plan range from $250 minimum – $12,000 maximum.

What are the Payment Plan durations?
The MyHealthCare payment plan duration depends on the cost of your treatment. Maximum term more than $2000 – 24 months less than $2000 – 12 months.

Changing Your Existing Plan

Can I change the date of my repayments?

If you need to change the date of your regular repayments, please contact our customer relations team on 1300 186 404. They will be happy to assist.

How do I change my bank or credit card details?

Download and complete a Change of Details Form. Once completed, scan (or use your smart phone to take photo) and email the signed form to

Can I pay early without fees or make a lump sum payment?

You can make lump sum or additional payments directly to MyHealthCare at no additional costs. If you choose to pay the outstanding balance on your account early, there are no fees or penalties.

When do I receive my payment plan statements?

You are emailed your payment plan statement on the 5th of each month.

Security and SafeGuards

What happens after I raise a formal complaint?

We will always endeavour to resolve your complaint at the earliest opportunity, however sometimes further investigation is required which may delay our response time. Where this is the case, and your complaint cannot be resolved straight away, we will acknowledge your complaint and let you know when we will next contact you, to ensure you are kept informed of progress. In the unlikely event that we have not finished investigating your complaint by week 4 (or subsequently by week 8), we will send you a further letter to:

  • Explain the reasons why we have not been able to reach a decision
  • Inform you when you are likely to expect our final decision
What do I do if I have a dispute that I can’t resolve directly with MyHealthCare?

We are a business member of the Australian Financial Complaints Authority (AFCA) which is the independent ombudsman. You can contact them via the Australian Financial Complaints Authority website, and they will facilitate a resolution if you are unable to resolve a dispute directly.

Do you take steps to ensure your team and company are abiding by industry standards?

We take steps to ensure our team are following industry best practice including the membership accreditation of all our payment plans consultants with the Australian Institute of Credit Management.

What happens with my personal information?

The security of your personal information is of utmost importance to us. Our payment platform offers 128 bit SSL encryption and a number of other industry leading safeguards to ensure your data is sent and stored securely.

Feedback and Complaints

Tips and advice for making a complaint

Even though you may be feeling angry and frustrated, it is important that you:

  • Stay calm and co-operate with the person assessing your complaint (avoid being abusive or aggressive to staff)
  • Focus on the problem and identify the key issue(s) that you want to complain about. Be clear and concise.
  • Stick to the facts and include dates and reference numbers. It is important to tell us about your issues in order.
  • Consider how you would like your complaint resolved—be realistic and practical about your desired outcomes.
Our final response

Once we have carried out a thorough investigation, we will write to you confirming our decision. Should you remain unhappy with our response, you may be able to refer the matter to the appropriate regulatory body. If this is the case, our MyHealthCare customer relations team will assist further, depending on the type of issue you have experienced.

I have some feedback and ideas on how you could improve your service

Thank you – Please provide your suggestions using the form below and selecting “Feedback” and our team will ensure your idea is heard by the right specialists.