Find My Appointment | My Appointments
Welcome to the Find My Appointment online directory (FMA) and My Appointments platform (MA), owned and operated by FMA Operations Pty Ltd (ABN 43 643 625 689) (we, us or our).
FMA is an online directory that includes information about natural health practitioners/ providers, including sole practitioners and those within multi-practitioner (and multidisciplinary) clinics/practices, which visitors to the website can use to search for and contact practitioners.
MA is an online platform (including an associated mobile application (App)) that includes functionalities that practitioners can use to manage their natural health practices, take bookings for appointments, and interact with their patients (including engaging in virtual telehealth consultations).
You are a health practitioner/provider wishing to list your services on an online directory and/or requiring a practice management and appointment booking platform for your natural health practice (Practice) (which may be a sole practice or may include other practitioners/providers). You have decided to adopt MA for and/or on behalf of your Practice, for the purposes of practice management and appointment booking in your Practice.
We reserve the right to accept or reject any account registration in our absolute discretion.
You must not access or use FMA, MA or the Services for any other purposes. You must ensure that no person other than you and any approved Sub-User accesses or uses FMA, MA or the Services through your Practice’s Main Account or Sub-Accounts.
To nominate another person for access to and use of FMA and MA as a Sub-User associated with your Main Account, they must be, and you represent and warrant that they are: 18 years of age or older; an employee or contractor (as an administrative staff member, practitioner colleague or otherwise), or a director, officer, principal or (whole or part) owner, of your Practice; and authorised by you to use FMA and MA as a Sub-User. Further, to nominate another person to hold a Sub-Account as a Practitioner Sub-User (Practitioner Sub-Account), they must be, and you represent and warrant that they are, a natural health practitioner with a current practicing registration with AHPRA or a fully paid up membership of at least one of the accredited associations listed on our website.
We reserve the right to accept or reject any Sub-Account registration in our absolute discretion.
You must provide a valid mobile phone number for yourself at the time of registration, to which we will send an SMS to verify that you are the owner or operator of that phone number. Where you initiate registration of a Sub-Account, you must also provide a valid mobile phone number for the nominated Sub-User, to which we will send an SMS to verify that they are the owner or operator of that phone number. In either case, we may cancel or reject registration of an account for FMA and MA if the provided phone number is not verified as belonging to the person for whom the account is being registered.
Where you initiate registration of a Sub-Account, you confirm and agree that you are authorised by the nominated Sub-User to initiate registration of the Sub-Account in their name and to provide us with the relevant information about them for account creation purposes, including their name, email address and mobile phone number.
You must ensure that the information you provide to us about you, your Practice or any nominated Sub-User is true, accurate, complete and up to date at the time you provide it (whether at the time of initial account registration or later). If the information you provided about you, your Practice or any nominated Sub-User is incorrect or subsequently changes, you must promptly update your MA account with the correct and current information. You must also ensure that any information provided to us by nominated Sub-Users is true, accurate, complete and up to date, and that Sub-Users promptly update their Sub-Account details if the information they provided about themselves changes or is discovered to be incorrect.
in each case by completing the pro-forma template we provide, supplying the minimum information we request.
You must notify us immediately if you become aware or suspect that another party has accessed your account or login credentials or has conducted unauthorised activities on your account.
You agree that you and any Practitioner Sub-Users have a direct relationship with your/their Patients and our role is limited to the provision of MA as a platform through which you, your Sub-Users and the Patient can interact. Any information, advice, care or treatment provided by you or any Sub-User, or exchanged between a Patient and you or any Sub-User, whether through MA or otherwise, including but not limited to information, advice, care or treatment provided in the course of a Telehealth Consultation, is provided under and pursuant to your / the Practitioner Sub-user’s / your Practice’s (as applicable) professional/practitioner relationship and/or agreement with the Patient and we are not responsible or liable in any way for such information, advice, care or treatment.
A calendar for booking natural health appointments (Appointment Calendar) is allocated to the Main User and a separate Appointment Calendar will be allocated to each approved Practitioner Sub-User in the Practice. You and each Sub-User will generally have access to the Appointment Calendars of all of the practitioners in your Practice who have MA accounts, for administration purposes, although this can be modified at your discretion in accordance with your Practice’s preferences.
At your option, we will publish the available appointments in your Appointment Calendar on FMA to display appointment availability and on MA for Patient bookings, and we will do the same for each Practitioner Sub-User (at their option). The display order of the practitioner directory list on FMA will be at our sole discretion.
You must actively ensure that your Appointment Calendar is accurate and up to date and that each Practitioner Sub-User actively keeps their Appointment Calendar accurate and up to date.
You must not, and you must ensure any Sub-Users do not, misuse your Appointment Calendar or the Appointment Calendar of any Sub-User to whose calendar you or they have access. In particular, you must not use an Appointment Calendar of a given practitioner for another practitioner’s bookings or for booking patients of another natural health practice, you must not allow your Appointment Calendar to be used for another practitioner’s (or another practice’s) bookings, you must ensure any Appointment Calendar you manage (including your own) does not list appointment times that are not available, and you must ensure any Sub-Users observe the same obligations.
If a visitor contacts you by telephone or email to enquire about your or the Practice’s services and/or requests an appointment, you or another Sub-User must confirm appointment availability verbally and (with the visitor’s permission) send an MA account activation and registration link to the visitor by email or SMS.
An appointment made by or for a Patient in an Appointment Calendar is not a representation or warranty by us that the Patient will attend or pay for the appointment, and any disputes between the Practice and a visitor or Patient regarding appointment bookings (e.g. ‘no shows’) are a matter solely between the Practice and the Patient.
MA includes functionality that allows you and any Practitioner Sub-Users to conduct a virtual online telehealth consultation with a Patient as a phone call or a video call through MA (Telehealth Consultation). You may authorise one or more Sub-Users to provide administrative assistance in scheduling, setting up and managing a Telehealth Consultation on your behalf or on behalf of Practitioner Sub-Users. The Telehealth Consultation functionality/service is provided by a third-party telehealth service provider.
You understand and agree the following in relation to any Telehealth Consultations you conduct:
MA includes functionality that allows you and any Practitioner Sub-Users to submit claims electronically to Medicare, the Department of Veteran Affairs, National Disability Insurance Scheme, Insurance and Care NSW (iCare) and private health insurers using the Medipass service.
The Medipass service is owned and operated by a third party. To access the Medipass service you must register for a Medipass account directly with Medipass (as must any Sub-User wishing to use the Medipass service). Your use of the Medipass service is your decision and subject to Medipass’ applicable terms and conditions as updated from time to time, which can be obtained directly from Medipass.
By seeking to access or use Medipass you agree that we may disclose your contact information (or a Sub-User’s, if applicable), including Personal Information, to Medipass for the purpose of Medipass contacting and engaging with you / the Sub-User (as applicable) in connection with the Medipass service.
Complaints or claims in respect of payments or rebates made via Medipass services are to be directed to and resolved by Medipass. We are not responsible for and disclaim any liability in respect of such complaints, claims and liabilities.
You acknowledge and agree that we are not a seller or reseller of the Medipass service and we have no responsibility or liability in respect of rebates or other payments made to you or any visitor to or Patient of the Practice via the Medipass service.
We are not responsible for any acts or omissions of Medicare, the Department of Veteran Affairs, National Disability Insurance Scheme, Insurance and Care NSW (icare), nor any private health insurer.
MA includes functionality that allows you (if you select the appropriate plan – see clause 12 below) to process payments in connection with the business of the Practice (Payment Processing Services), through a Payment Gateway. These services are provided by our third party payment processing service provider (Payment Processor) and any procurement of Payment Processing Services by you will be subject to a separate account agreement between you and the Payment Processor and their terms of service.
MA includes functionality that allows the Practice to send SMS reminders and notifications to its patients (SMS Services) through an authorised SMS service provider (SMS Provider).
You agree that you are solely responsible for the content of all SMS messages (whether sent on your own behalf or on behalf of another). In particular, you acknowledge and agree that, although we and the SMS Provider are able to access and view messages transmitted using the SMS Services (which we or the SMS Provider will generally only do to investigate delivery failure or other service issues), we and the SMS Provider have no editorial control over the messages and are under no obligation to review, moderate, amend or modify them as part of our/their provision of the SMS Services.
You must bear all costs arising out of any complaints made in connection with the messages (including complaints made by any Government agency).
MA includes functionality that allows a Main User or Practitioner Sub-User to recommend one or more natural health products (Products) to Patients on an individual Patient basis, to provide information about those Products to the Patient, and to make those Products available for the Patient to order and pay for through MA (on a one-off basis or as available repeat prescriptions).
The provision of information about, and recommendation, prescription, offer and sale of Products through MA is solely between the relevant practitioner (i.e. you or the Practitioner Sub-User) and the Patient, and we simply provide a platform to facilitate that interaction and transaction.
You acknowledge and agree that we do not endorse any of the Products or provide any warranties or guarantees in relation to them (including as to their legality, availability, quality, safety, efficacy, acceptability, fitness for purpose or suitability for your Patients) or in relation to any information that is provided through MA in relation to them (including as to the accuracy, reliability, currency or completeness of that information). The decision to recommend or prescribe the Products to Patients, to provide information about them and to supply them to Patients is solely your or the relevant Practitioner Sub-User’s decision.
The legal relationship of buyer and seller of the Products is between the relevant practitioner (i.e. you or the Practitioner Sub-User) or your Practice and the Patient. In particular:
We do not accept any responsibility or liability in relation to the Products, or the Patient’s or any other person’s use of them, or any information or advice provided in relation to them through MA. It is your responsibility to manage the quantity and frequency of your Patients’ orders through MA, including by the provision of appropriate repeats. You are solely responsible for the prices you charge your Patients for products (including any delivery charges), for ensuring you have stock available to meet your Patient’s orders, and for arranging the delivery of ordered Products to your Patients (including any and all delivery costs).
To facilitate your recommendation of a Product to your Patient and/or to make it available to them for purchase, MA includes functionality that may allow you, depending on the Product, to supply your Patients with certain information about a Product that is already stored in MA, such as packaging and labelling images, product description, directions for use and other label information. MA obtains such information from the third party manufacturers/suppliers of those Products and makes it available through MA for you to provide to your Patients on an ‘as is’ basis. We take no responsibility for and provide no warranties or guarantees in relation such third party information (including as to its accuracy, reliability, currency or completeness).
FMA and MA may enable you, Sub-Users, Patients of the Practice, and Visitors to FMA to access and use online information including maps and other geographic information and third-party reviews and feedback, owned and operated by Google Australia Pty Ltd (Google Services). In using any Google Services through FMA or MA you agree:
We will not be responsible for any loss or damage to you, any Sub-User, any Patients of the Practice or any other third party as a result of, caused by or arising out of any use or access to, or as a result of any reliance on, Google Services or any information, reviews or content from any third parties or any links to third party websites or services.
We will not be liable for any comments, rating or content of third parties such as Google Services on the Main User’s, any Practitioner Sub-User’s or the Practice’s profile page or on MA.
In accessing and using FMA and/or MA and any feature, functionality, service, content or information made available to you on or through those platforms (including the Appointment Calendar, Telehealth Consultation functionality, SMS Services, Payment Processing Services and the Medipass service), you must not:
You must ensure that each Sub-User observes the obligations above as if a reference in those obligations to “you” (or equivalent) is a reference to the Sub-User.
You, and each Practitioner Sub-User, must at the time of registration of an MA account and at all times during the Term be a health practitioner with a current practicing registration with AHPRA or a fully paid up member of at least one of the professional bodies or associations listed on our website, and entitled to provide natural health advice, treatment or care services in the jurisdiction in which you or the Sub-User (as the case may be) is offering such services.
You must notify us of any changes to your or a Practitioner Sub-User’s registration, qualification, authorisation or association membership status, breaches or alleged breaches by you or any Practitioner Sub-User of any laws, rules, regulations or industry codes of conduct, or serious claims of misconduct or professional negligence, insofar as any of the foregoing may adversely affect your or a Practitioner Sub-User’s (or any other Practice member’s) ability to provide natural health services to Visitors or Patients.
You will ensure you and each Practitioner Sub-User hold and maintain at all times all insurance policies required or suggested by the association, body and/or authority with or by which you/they are registered and/or licensed including, but not limited to, professional indemnity and public liability insurance in relation to the services offered by you/them or any Practice personnel under your/their supervision, to the level required or recommended by the relevant association, body or authority.
You may elect to switch from one plan to another at any time, with the switch to take effect at the beginning of the next monthly billing cycle.
|Minimum purchase||Purchase rate (price for one Purchase Credit, inclusive of GST)|
To purchase Purchase Credits you must provide your credit card details to our Payment Processor who will process your purchase of Purchase Credits through its Payment Gateway and store your credit card details for future Purchase Credit purchases.
Bulk discount rates are available for high volume users upon enquiry with us.
|Service||Purchase Credit rate|
|SMS Services||1 Purchase Credit per SMS message up to 160 characters If message exceeds 160 characters, charge will be 1 Purchase Credit for the first message block of 160 characters plus 1 Purchase Credit for each additional message block of 153 characters or part thereof|
|Telehealth Consultations||1.5 Purchase Credits per 15-minute timed block (or part thereof)|
For the first 12 months after registration of a Main Account or a Practitioner Sub-Account, there is no fee to maintain a Practitioner Profile. After the first 12 months, in respect the Main Account and each Practitioner Sub-Account, to maintain a Practitioner Profile the periodic Practitioner Profile Fee must be paid. This fee may be either (at your or the Sub-User’s election, as applicable):
After 12 months of your MA account registration, you will receive an invoice for the amount of the Practitioner Profile Fee (with standard and premium options presented) to exercise the annual option to renew your MA account registration and to maintain your Practitioner Profile for another 12 months. Acceptance and payment of the invoice will, unless you elect to receive and pay periodic invoices manually, result in a default auto-renew facility being set up for you with the credit card details you provide to pay the invoice. Under the auto-renew facility, we will automatically debit your credit card in respect of each following periodic Practitioner Profile Fee as it falls due, unless you instruct us otherwise. We will notify you of the upcoming auto-renewal and automatic debit of your credit card 30 days before the payment is due to be made and again 7 days before payment is due. You may switch off the auto-renewal facility at any time by contacting us.
We receive a commission fee for your use of the Payment Processing Services, as a percentage of the fees you pay to the Payment Processor, which the Payment Processor pays to us.
You must comply, and must ensure that each Sub-User complies, with all privacy, health records and information laws and regulations applicable to your/their collection and use of personal information, sensitive information and health information insofar as it relates to your/their use of FMA and/or MA, including making all necessary disclosures and notifications to, and obtaining all necessary consents from, Visitors and Patients in respect of the collection, use and/or disclosure to you and/or us of their personal information.
It is your and each Sub-User’s responsibility to have appropriate back-up processes in place to protect against unexpected data corruption or loss. We recommend you regularly export Account Data from MA to your own system to protect against any data loss caused by MA hardware or system failure. If you delete Account Data, deliberately or accidentally, deletion is permanent and we are not able to retrieve it.
Subject to your instructions to the contrary, we will store Account Data in respect of the Main Account and each Sub-Account for as long as each such account is held. If you or a Sub-User close your MA account, or we terminate your use of an account, we will deactivate the account but hold the Account Data in respect of that account so that it can be reactivated and the Account Data accessed again, for a period of 12 months. After 12 months, we may at our discretion delete the relevant Account Data. It is your and your Sub-Users’ responsibility to ensure that you and they observe your/their legal and regulatory record keeping obligations, including by exporting Account Data where your/their MA account is to be closed.
We may use certain limited Account Data relating to Visitors (such as their name, email and mobile phone number) for appointment booking and MA account creation, to promote natural health services (which may be complementary or competitive to those offered by your Practice), to promote natural health and complementary medicine education material relevant to your Practice and for other promotional campaigns (subject to your/Sub-User’s opt-out within the period specified with campaign notification).
We may use certain limited Account Data relating to Patients (such as their name, email and mobile phone number), with the Patient’s, your or the treating Sub-User’s approval via an opt-in mechanism, for campaigns to encourage the use of MA, to provide promotional material or natural health and complementary medicine education material relevant to your Practice, and to promote natural health services (which may be complementary or competitive to those offered by your Practice).
You must not, and you must ensure that any Sub-Users do not, send any commercial electronic message to a Patient (by their MA account or otherwise) unless you, the Main User or another Sub-User have first ensured, prior to sending, that the Patient has opted in to receiving such commercial electronic messages. You agree to comply, and to ensure that any Sub-Users comply, with the requirements of the Spam Act 2003 (Cth) by identifying the entity authorising the commercial electronic message and providing a functional unsubscribe facility.
We will not provide any refund or credit in respect of fees paid for services (including the maintenance of Practitioner Profiles) before termination under this clause, or in respect of unused Purchase Credits you may hold.
and we reasonably believe that terminating your or a Sub-User’s access to and use of FMA, MA and/or the Services is necessary for security reasons or to preserve the proper continued operations of the Services.
We will not provide any refund or credit in respect of fees paid for services (including the maintenance of Practitioner Profiles) before termination under this clause, or in respect of unused Purchase Credits you may hold.
We are the owner of FMA and MA. All intellectual property rights in the FMA and MA platforms and their components, the Services, and the information and material published on or made available to you through FMA and/or MA, including all software and methodologies used in providing FMA and MA features, functionalities and services, are owned by us or licensed to us. They remain vested in us (or our third party service providers, as applicable) and you obtain no interest in them by or through your use of FMA or MA.
You acknowledge that you have no right, and you will not attempt, to access the software code, including the object code, intermediate code and source code, of MA or FMA.
We may use your business name, logo(s) and trade mark(s) for promotion and marketing purposes connected with or relevant to your Practice, except in any way which would materially adversely affect your reputation and good standing.
FMA, MA and the services may include information and advertising from third parties and links to third party websites, applications and service providers (Third Party Content). We accept no responsibility for Third Party Content. You acknowledge and agree that we are not liable for any loss or damage which may be incurred by you or any Sub-Users as a result of the availability of Third Party Content or as a result of your or any Sub-User’s reliance on the completeness, accuracy or existence of any advertising, products or other materials on, or available form third party websites or resources.
We do not endorse any of the goods or services that are promoted, visible, accessible or transacted through MA and/or FMA or our services.
Subject to our liability pursuant to those guarantees, FMA and MA (including their features and functionalities and services provided through and material comprised in them) are made available to you on an “as is” basis and “as available” basis and at your own discretion and risk, and we and our third party service providers make no representation, and provide no warranty or guarantee (either express or implied):
and, to the extent permitted by the ACL and other laws, exclude all liability and any implied warranties or guarantees (whether implied by statute or otherwise) in connection with the above matters and more generally. For the avoidance of doubt, any reference in the above clause to any feature, functionality or service of FMA or MA includes those provided by third party service providers, including the Telehealth Consultation service, the Medipass service, the SMS Services and the Payment Processing Services.
even if we have been advised of the possibility of risk of harm or damage.
To the extent permitted by law, we exclude liability for any loss or damage you can insure against.
In the event of failure of FMA and/or MA, or any of their features, functionalities or services, we will use reasonable commercial endeavours to restore the affected platform(s)/component(s) to an operational state with the minimum practicable delay.
Nothing in this clause will prevent a party from seeking urgent equitable relief before an appropriate court.
If a delay or failure is caused or anticipated due to a Force Majeure Event, our obligations will be suspended until such time as the Force Majeure Event has ended. If a delay or failure by us to perform our obligations due to a Force Majeure Event exceeds 60 days, we may immediately terminate the Agreement on providing notice in writing to you.