Terms & Conditions

1. Information on this website is general only

The content on this website is general information about hearing health. It is not a diagnosis, and it is not personal medical advice.

Hearing loss, tinnitus, balance problems and ear wax can have many causes, and what’s right for one person isn’t right for another. Always speak with a qualified audiologist, your GP or another health professional before acting on anything you read here.

If you’re experiencing sudden hearing loss, severe dizziness, ear pain, discharge or any symptom that worries you, contact your GP or call 000 in an emergency. Don’t wait for an appointment with us.

2. Our online hearing check

The free online hearing check on this website is a screening tool. It gives you an indication of whether a full hearing assessment might be worthwhile.

It is not a hearing test, not a diagnosis, and no substitute for an appointment with an audiologist. Results depend on your device, headphones and surroundings, so they can vary.

The check is provided through a third party, and your use of it is also subject to that provider’s terms and privacy policy. We’ll always tell you when you’re being taken to a partner site.

3. Booking an appointment online

• What a booking means: When you book through our website, you’ll receive a confirmation by email or SMS. Your appointment is confirmed at that point. If you don’t receive confirmation, please call the clinic, as the booking may not have gone through.
• Accurate details: Please give us accurate contact and health information when you book. We use it to prepare for your appointment and to reach you if anything changes. Incorrect details can lead to missed reminders and missed appointments.
• Booking for someone else: If you’re booking for a child under 18 or for someone in your care, you confirm you have authority to do so and to share their information with us.
• Appointment types: Some services need to be booked by phone so we can allow the right amount of time. If the appointment type you need isn’t listed online, call us and we’ll arrange it.
• Availability: Online availability reflects our clinic schedules and can change. Very occasionally we may need to move or reallocate an appointment, for example if an audiologist is unwell. We’ll contact you as early as we can and offer you the next suitable time.
• Referrals: A referral is required for a hearing test if you wish to claim a Medicare rebate. You’re welcome to book without one, but we can’t claim a rebate on your behalf if a valid referral isn’t in place before your appointment.

4. Cancellations, reschedules and missed appointments

We hold time with an audiologist for every appointment, and that time can’t be offered to another client once it’s missed. Please give us as much notice as you can.

• Notice period: If you need to cancel or reschedule, let us know at least 24 hours before your appointment by phone or email, or through the link in your confirmation.
• Late cancellations and non-attendance: If you cancel with less than 24 hours’ notice, or don’t attend, a fee of $80 may apply. Vestibular/balance assessments and APD assessments require a deposit to secure a booking and this will not be refunded if cancelled with less than 24 hours’ notice. The full appointment fee will be charged for APD Therapy appointments cancelled with less than 24 hours’ notice. We’ll always consider genuine emergencies and unexpected illness, so please talk to us.
• Repeated non-attendance: If appointments are missed repeatedly without notice, we may ask for payment in advance before booking again.
• Running late: If you arrive late we’ll do our best to see you, but we may need to shorten your appointment or rebook it so other patients aren’t delayed. Arriving 10 minutes early helps, particularly for a first visit.
• If we need to change your appointment: We’ll give you as much notice as we can and reschedule at no cost. No cancellation fee applies to an appointment we move.

5. Fees, rebates and payment

• Fees: Current fees are available from reception and are confirmed when you book. Fees can change, and the fee that applies is the one current on the day of your appointment.
• Payment: Payment is due on the day of your appointment unless we’ve agreed otherwise in writing.
• Medicare, Hearing Services Program and private health: We’ll help you claim where you’re eligible, but eligibility is determined by Medicare, the Hearing Services Program or your health fund, not by us. You remain responsible for any gap or any amount not covered.
• Quotes: Any quote we give for hearing aids or other devices is valid for 30 days unless stated otherwise.

6. Hearing aids, trials and returns

• Independence: We’re not owned by or aligned to any hearing aid manufacturer, and we recommend devices based on your hearing, your lifestyle and your budget.
• Trial fee: A trial fee of $350 applies when you trial hearing aids with us. [If you go ahead with the purchase, this is deducted from the price of your devices.] If you decide not to proceed, the trial fee is retained and covers the professional time involved in your trial.
• Fitting Fee: A fitting fee is separate and applies only when you bring hearing aids to us that you’ve purchased elsewhere and would like us to fit and program.
• Adaptation period: Hearing aids take time to get used to. Follow-up adjustments are included as part of your fitting, and we’d encourage you to use your devices through the trial before making a final decision.
• Returns: Hearing aids, including custom hearing aids, may be returned within 30 days of fitting. The $350 trial fee is retained.
• Custom moulds and ear plugs: Custom moulds and ear plugs are made specifically for you and cannot be returned. They are covered by a two month re-make warranty, so if the fit isn’t right we’ll remake them at no cost within that period.
• Repairs and warranty: Manufacturer warranty terms apply to each device and will be explained at fitting. Warranties generally don’t cover loss, accidental damage or damage from moisture or wax build-up.
• Your rights under Australian Consumer Law: Nothing in this section limits your rights under the Australian Consumer Law. Our goods and services come with guarantees that cannot be excluded. You’re entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You’re also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

7. Your health information and privacy

We collect and hold personal and health information to provide your care. How we handle it is set out in our Privacy Policy, which forms part of these terms.

In short: we only use your information to provide and follow up on your care and to run our clinics. We don’t sell it. We share it only where you’ve agreed, where it’s part of your care (for example with your GP or referring specialist), or where the law requires it.

8. Reminders and communications

By giving us your mobile number and email address, you agree to receive appointment confirmations, reminders and clinical follow-up from us. These are service messages and you’ll continue to receive them while you’re a client.

Marketing emails are separate. You can unsubscribe from those at any time without affecting your care.

9. Using this website

You may use this website for your own personal, non-commercial purposes. You agree not to:

• use the site in a way that damages it or interferes with other people’s use of it
• attempt to gain unauthorised access to any part of the site or our systems
• copy, reproduce or republish our content without our written permission
• use our content to train or develop commercial AI models

All content on this website, including text, images, logos and the Knox Audiology name, is owned by us or used under licence. You may print or save pages for your own reference.

10. Third-party links and systems

Our website links to and uses third-party services, including our online booking system, our online hearing check and mapping services. We don’t control those services and aren’t responsible for their content, availability or privacy practices. Their terms apply when you use them.

11. Liability

We take reasonable care to keep the information on this website accurate and up to date, but we don’t guarantee it’s complete, current or error-free. We also can’t guarantee the site will always be available or free of interruptions.

To the extent permitted by law, we’re not liable for any loss or damage arising from your use of this website, from information on it, or from any third-party site linked to it.

Nothing in these terms excludes, restricts or modifies any right or remedy, or any guarantee, warranty or other term implied or imposed by the Australian Consumer Law or other law that cannot lawfully be excluded.

12. Feedback and complaints

If something hasn’t gone the way it should, please tell us. Contact the clinic directly or email reception@knoxhearing.com.au and we’ll work with you to sort it out.

If we can’t resolve it together, you can contact the Health Complaints Commissioner (Victoria) on 1300 582 113 or Audiology Australia, and clients of the Australian Government Hearing Services Program can contact the program directly.

13. Changes to these terms

We may update these terms from time to time. The version published on this page at the time you use the site or book an appointment is the version that applies. The date at the top shows when it was last updated.

14. Governing law

These terms are governed by the laws of Victoria, Australia. You and we submit to the non-exclusive jurisdiction of the courts of that state.

15. Contact us

Knox Audiology (The trustee for Knox ENT and Hearing Trust)
ABN: 35 313 799 268
Phone: 03 9800 5697
Email: reception@knoxhearing.com.au
Clinics: Wantirna · Boronia · Doreen · Surrey Hills