Question 1

Is a telehealth appointment as effective as an in person appointment?

Accepted Answer

At The Pole Physio, we pride ourselves on delivering exceptional care to every patient. Our clinicians have worked for years in both settings and with confidence can confirm telehealth appointments are equally effective for injury assessment, education, and rehabilitation of a number of musculoskeletal conditions.Additionally, research supports the efficacy and satisfaction with telehealth too (Cottrell et al., 2018; Smith & Innes, 2025).Unlike clinics offering short, surface-level appointments, our initial telehealth consults are a full 60 minutes to ensure a thorough assessment and a strong start to your rehab journey. We don’t do “wash, rinse, repeat” care. We’re here to help you truly understand your injury and feel confident in your recovery.

Question 2

Are there any conditions that you cannot treat online?

Accepted Answer

All physiotherapy, dietetic and psychological conditions can be treated online. In the very rare circumstance that a physiotherapy injury requires care that cannot be provided through telehealth alone, our physiotherapists are highly skilled at recognising this early and will provide guidance on the most appropriate in-person care. If required, we’re also happy to co-treat alongside a local healthcare professional.For the vast majority of patients, however, there is no need to see another practitioner simply because your care is being delivered effectively online. You can receive comprehensive care from our practitioners who understand your sport/artform, wherever you are located.

Question 3

Do you provide any in person appointments?

Accepted Answer

All of our appointments are provided online.Through years of experience, training and working with pole dancers, aerialists and flexibility athletes, our team has developed an online model of care that allows us to effectively assess, diagnose, rehabilitate and support our patients from anywhere in the world.The Pole Physio would not exist if we did not believe we could provide an exceptionally high standard of care through telehealth. Many of our patients tell us they have achieved better outcomes with our team than they have with previous in-person practitioners, because of our team member’s exceptional knowledge and expertise, in addition to their understanding of the unique demands of their sport.Our goal is not to replicate an in-person appointment online; it is to provide the best possible care for pole dancers and aerialists, regardless of where they live. We have demonstrated this through years of delivering care online, and the research supports that high-quality assessment and treatment can be effectively delivered through telehealth without requiring an in-person assessment.

Question 4

Who is the best person to treat me for my condition or injury?

Accepted Answer

All of our practitioners are highly qualified professionals with extensive experience working with pole dancers, aerialists, flexibility athletes, and performers across all musculoskeletal conditions. If you're unsure who to book with, we recommend choosing the practitioner with the appointment time that best suits your schedule. If upon seeing your intake information we believe another team member would be better suited to support your goals, we will happily discuss this with you and guide you to the most appropriate practitioner.

Question 5

Can I see testimonials from your patients?

Accepted Answer

In Australia it is against the National Law to allow the use of testimonials or purported testimonials to advertise regulated health services or a business that provides a regulated health service.The risk of harm posed by using testimonials in advertising is greatest where it:Creates an unreasonable expectation of beneficial treatment (particularly when the treatment provided to one patient is different to that of another patient)Encourages the unnecessary use of health services, and/orIs false, misleading or deceptive or likely to be misleading or deceptive, including testimonials that are: Selectively published or edited, orFake or purchasedWe abide by AHPRA's regulations and as such you will not find a treatment testimonial on this page.

Question 6

Where are the prices of your consults?

Accepted Answer

All prices of our therapist's consultations are available for viewing once you click through to book on the Healthcare page. Select the practitioner, select the service and you will see their individual cost. Please note that all booking prices are listed in AUD, unless specified on the booking page.

Question 7

Can I claim my appointment on private health insurance?

Accepted Answer

If you reside in Australia, you may be able to claim appointments with our Australian-based practitioners through your private health insurance, depending on your level of cover. After your appointment, your practitioner will provide you with an electronic receipt, which you can submit directly to your health insurer for reimbursement.

Please note that not all of our practitioners are based in Australia. If you wish to claim through private health insurance, it is your responsibility to book with an Australian-based practitioner. Each practitioner's insurance eligibility is clearly listed on their profile within the booking page and on their individual practitioner page.

Question 8

Do you accept Medicare (EPC) referrals, DVA/WorkCover or TAC patients online?

Accepted Answer

Our Physiotherapists do not accept any compensable based referrals.Our Dietitans accept eating disorder healthcare plans provided by an Australian doctor.Our Psychologist accepts mental healthcare plans and eating disorder plans provided by an Australian doctor. To process any referrals, you will be required to pay for your appointments upfront and can claim for the reimbursement costs after the session once a receipt has been issued. Please note: due to legalities, receipts can only be issued at the time of the appointment.No EPC, DVA, Workcover, or TAC patients are accepted.

Question 9

How do I book an online appointment?

Accepted Answer

Head to the Healthcare page, select the service required and preferred therapist, and follow the prompts to book. If you are a new patient to the clinic or a returning patient with a new injury/concern, please select the initial consultation option (60 minutes) when booking. If you are a returning patient that has been seen in the previous 12 weeks from the date of booking by a member of The Pole Physio team and are wanting to be seen by the same therapist for the same injury/concern then please select the subsequent consultation (30 minutes). If you are a returning patient but have not been seen in the previous 12 weeks, are wanting to be seen for the same injury by a different therapist, or require a longer appointment time, please select the extended subsequent consultation (60 minutes) to allow for adequate assessment time.

Question 10

How does payment for online services occur?

Accepted Answer

Payment for initial consultation is processed at the time of booking via debit/credit/AMEX card.Payment for subsequent appointments is organised on the day of the appointment and must be either transferred or processed via debit/credit/AMEX card through Stripe prior to the completion of the online appointment. Payment for online appointments occurs through one of two methods:Bank transfer (for Australian patients)Debit/credit/AMEX card (for overseas patients)​Please note:- Overseas patients may be charged additional fees from their own banking institution for international transfer

Question 11

Do you work weekends or out of business hours?

Accepted Answer

Yes. Some of our online therapists have availability for Saturday appointments and out of hours appointments.Check each individual therapist's appointment availability in your time zone to determine what suits you best.

Question 12

I live outside of Australia. Can I book an appointment with your team?

Accepted Answer

Yes! You can book an online appointment with The Pole Physio from anywhere in the world.Please note for patients residing in the United States and Canada: Due to local medico-legal regulations, our dietitians and psychologists are unable to provide services to patients located in these countries. However, appointments with our physiotherapists remain available and can be booked as usual.If you're unsure whether this applies to you, please don't hesitate to get in touch with our team.

Question 13

I live outside of Melbourne, Australia. How do I book in my time zone? (including QLD patients)

Accepted Answer

When booking an appointment, the times listed are automatically converted to Melbourne time GMT +10 (including daylight savings changes). If you live anywhere other than Melbourne, New South Wales or Tasmania, then you will need to manually select your time zone.To do this, please click the time zone drop down in the top right hand corner of the booking calendar, and select your time zone. This is important so you receive accurate appointment reminders that are listed in your time zone.For all future bookings, you will be sent appointment reminder emails with an automatic time conversion based on your selected zone, therefore it is important to complete this step in your initial booking.

Question 14

Is there a waitlist?

Accepted Answer

Yes, each of our therapists have a waitlist for patients wanting an earlier appointment, and can be notified if any slots become available.

Before being placed on a therapist's waitlist, we require you to book an initial consult first so you are listed as a patient in our management system. To request an earlier appointment and be added to the waitlist, please email info@thepolephysio.com and include your general availability (days and times). We will contact you via email as soon as a suitable appointment becomes available.

Please note: we cannot guarantee an earlier appointment will become available, however our therapists will do their best to accomodate your request.

Question 15

How do you reschedule an appointment?

Accepted Answer

If you're needing to reschedule an appointment, please refer back to your appointment confirmation email that was sent at the time of the appointment booking. You can reschedule your appointment via the link in that email.

New patients that have pre-paid for their initial appointment will need to contact info@thepolephysio.com to reschedule their appointment. Please ensure that you make contact at least 24 hours before the scheduled appointment time to avoid any late cancellation fees.

Question 16

What is your cancellation/rescheduling policy?

Accepted Answer

Late cancellation of appointments is a major inconvenience to our treating team and to our other patients on our waiting list who are in need of an appointment. The minimum requirement to cancel or reschedule an appointment without a fee is 24 hours.If you cancel within this 24-hour period you will be charged 50% of the appointment fee. If you do not attend the appointment and do not provide any notice you will be charged 100% of the fee. This policy is strict and there are no exceptions.

Question 17

What is your refund policy for online appointments?

Accepted Answer

Payments made during the booking of Telehealth services are non-refundable and non-transferable per the terms and conditions upon booking.

In cases of cancellations made with more than 24 hours' notice, patients have the option to reschedule for an alternative day or time.

Alternatively, if a pre-paid appointment is no longer required, a credit will be applied to the patient file, which The Pole Physio will honour as long as the business remains operational (i.e no expiry date). This credit can only be used on The Pole Physio's online healthcare/strength & conditioning appointments and is not redeemable on other products (i.e training programs, workshops or e-courses).

Question 18

Do I need to download software for my appointment?

Accepted Answer

No, you don't need to download any software for your appointment.Upon booking an appointment you will receive a direct link to our practitioner's online portal. At the time of your appointment, click this link and simply follow the prompts to join the appointment.Please note: The healthcare industry is strictly regulated in Australia and we use an online encrypted HIPAA compliant healthcare platform. We do not perform our consultations via zoom, skype or similar video call service.

Question 19

What equipment do I need for my online appointment?

Accepted Answer

For your online appointment you will require: - Access to Google Chrome, Safari, Firefox or Microsoft Edge- A good stable internet connection- A video device with a microphone (computer is preferable)- Comfortable clothes if attending physiotherapy- Any exercise equipment you own nearby (access to a pole or gym is not required)- Water for hydration and snacks nearby if needed

Question 20

Do you see patients that don't pole dance or aerial?

Accepted Answer

This service is dedicated to the treatment of pole dancers, aerialists and contortionists. However we have in the past made exceptions for athletes in similar sports (dance, gymnastics, cheer, rock climbing etc). If you would like to be seen by our team but are not a pole dancer or aerialist, please email info@thepolephysio.com for confirmation prior to booking.

Question 21

Do you provide treatment to minors?

Accepted Answer

We do not currently provide treatment to patients under the age of 18. For patients under 18, please contact our team before booking.

The Pole Physio

Psychology appointments

Meet our Performance and Sports Psychologist

​​Wait time: 1-2 weeks

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Prices listed in AUD

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Australian Private Health Insurance Rebatable

Australian Mental Health Care Plans Accepted

Australian Disordered Eating Healthcare Plans Accepted

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*US and Canadian Patients Not Accepted

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Frequently Asked Questions