Q: Are there any conditions that you cannot treat online?

Very few (<1% of injuries). Our healthcare professionals have an advanced skillset from additional training to recognise these injuries early on and provide the patient with guidance on where to seek the appropriate assistance. Our healthcare professionals are also happy to co-treat with another local practitioner if required. As a patient of The Pole Physio, you can rest assured knowing will be taken care of by our team. We strive to ensure you are receiving the best level of care possible. Our expert team are always available to assist.

Q: Do you provide any in person appointments?

All of our appointments are provided online. Through years of experience and training we are able to provide appointments to our population that are equally as effective online as they would be in person.

Q: Can I see testimonials from your patients?

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/or • Is false, misleading or deceptive or likely to be misleading or deceptive, including testimonials that are: • Selectively published or edited, or • Fake or purchased We abide by AHPRA's regulations and as such you will not find a testimonial on this page. We instead encourage you to look at 3rd party sites such as google reviews as we have no control over these testimonials and cannot alter, selectively publish, purchase or fake them in any way.

Q: Where are the prices of your consults?

All prices of our therapist's consultations are available for viewing once you click through to book on the Rehab with Us 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.

Q: Can I claim my appointment on private health insurance?

If you reside in Australia then yes, you can claim appointments with our Australian based practitioners on private health insurance. After each appointment your Physiotherapist will provide you with an electronic receipt that you can submit online to your health insurance. Please note, not all of our practitioners are Australian based, so if you are wanting to claim insurance, select an Australian practitioner. This information is detailed under each practitioner on the booking page.

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

Our Physiotherapists and Dietitians at The Pole Physio do not accept any compensable based referrals. Our Psychologist does accept mental healthcare plans provided by a doctor. To process this referral 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.

Q: How do I book an online appointment?

Head to the Book with Us 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.

Q: How does payment for online services occur?

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 (https://stripe.com)prior to the completion of the online appointment. Payment for online appointments occurs through one of two methods: 1. Bank transfer (for Australian patients) 2. Debit/credit/AMEX card (for overseas patients) Please note: - There is an additional $2 fee per payment for debit/credit/amex card processing - Overseas patients may be charged additional fees from their own banking institution for international transfer

Q: Do you work weekends or out of business hours?

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 1

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

Accepted Answer

Yes – and here’s why.

At The Pole Physio, we pride ourselves on delivering exceptional care to every patient. We're confidently can say that there is no difference in short and long-term outcomes between our online and in-person physiotherapy sessions. 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.

From your very first consultation, our physiotherapists are able to thoroughly assess your injury and develop a tailored management plan to get you started on your path to recovery and pain relief.

We don’t rely on temporary solutions. While some physiotherapists may use hands-on treatment as their primary approach, we focus on empowering you with the knowledge, tools, and strategies you need to take control of your injury and manage your symptoms confidently. Our philosophy is simple: we don’t just treat pain – we teach you how to manage it, prevent it, and move forward with strength.

The result? Our patients consistently experience improved long-term outcomes, reduced fear around movement, and a greater ability to self-manage their injuries – even in high-performance environments.

Unlike clinics offering short, surface-level appointments, our initial telehealth consults are a full 60 minutes at a reduced cost 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

Very few (<1% of injuries). Our healthcare professionals have an advanced skillset from additional training to recognise these injuries early on and provide the patient with guidance on where to seek the appropriate assistance. Our healthcare professionals are also happy to co-treat with another local practitioner if required.
​
As a patient of The Pole Physio, you can rest assured knowing will be taken care of by our team. We strive to ensure you are receiving the best level of care possible. Our expert team are always available to assist.

Question 3

Do you provide any in person appointments?

Accepted Answer

All of our appointments are provided online. Through years of experience and training we are able to provide appointments to our population that are equally as effective online as they would be in person.

Question 4

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/or
 • Is false, misleading or deceptive or likely to be misleading or deceptive, including testimonials that are: 
    • Selectively published or edited, or
    • Fake or purchased

We abide by AHPRA's regulations and as such you will not find a testimonial on this page. We instead encourage you to look at 3rd party sites such as google reviews as we have no control over these testimonials and cannot alter, selectively publish, purchase or fake them in any way.

Question 5

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 Rehab with Us 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 6

Can I claim my appointment on private health insurance?

Accepted Answer

If you reside in Australia then yes, you can claim appointments with our Australian based practitioners on private health insurance. After each appointment your Physiotherapist will provide you with an electronic receipt that you can submit online to your health insurance.

Please note, not all of our practitioners are Australian based, so if you are wanting to claim insurance, select an Australian practitioner. This information is detailed under each practitioner on the booking page.

Question 7

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

Accepted Answer

Our Physiotherapists and Dietitians at The Pole Physio do not accept any compensable based referrals.

Our Psychologist does accept mental healthcare plans provided by a doctor. To process this referral 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.

Question 8

How do I book an online appointment?

Accepted Answer

Head to the Book with Us 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 9

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 (https://stripe.com)prior to the completion of the online appointment. Payment for online appointments occurs through one of two methods:

1. Bank transfer (for Australian patients)
2. Debit/credit/AMEX card (for overseas patients)
​
Please note:
- There is an additional $2 fee per payment for debit/credit/amex card processing 
- Overseas patients may be charged additional fees from their own banking institution for international transfer

Question 10

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 11

I live overseas. Can I book an appointment with your team?

Accepted Answer

Yes! You can book an online appointment with The Pole Physio if you reside anywhere in the world. There are no practitioner restrictions on non-US based patients.

Patients from United States of America please note: due to US legislation, US patients are only able to be treated by our US based practitioners. Please ensure you select a suitable practitioner based on your location when booking.

Question 12

I live interstate or overseas. 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 13

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 (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 14

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 (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 15

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 16

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 17

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 18

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 19

Do you see patients that don't pole dance?

Accepted Answer

This service is dedicated to the treatment of pole dancers and aerialists.

Question 20

Do you provide treatment to minors?

Accepted Answer

Our team can provide treatment to minors under the age of 18, however we require a parent or guardian to be present for the duration of the consultation.

The Pole Physio Booking FAQs

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Frequently asked questions for booking with a member of The Pole Physio team

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