FAQ

Answers to common questions. City Haven Massage Therapy - Frequently Asked Questions

It’s easy to organise for a City Haven Massage therapist to visit your office.  Contact us via email at info@cityhavenmassage.com.au with details of how many staff require a massage, the day you would like us to visit and how long you wish us to stay.  We will happily email you a quote and information about our availability.  You can also call us on 0431 937 198 for further information.

Gift vouchers are available for all of our services.  You can purchase a gift voucher on-line and conveniently print your voucher at home or call us on 0431 937 198 to organise for a voucher to be sent directly to you or the recipient.  Gift Vouchers make a fantastic gift especially for people who have limited time to think of themselves.  There is no better way to reward a person you love!

All our beautiful gift vouchers are valid for 6 months from the date of purchase.

We advise all new clients to arrive 10mins prior to the commencement of their treatment so that they have time to complete a new client form.  This form details all of your medical history and relevant information so that we can tailor-make a massage to your specific requirements.

When you have a massage with us you’ll be asked to keep your underwear on and we professionally drape our clients in towels only exposing the body part we are working on at any time.  We are trained to respect the modesty of our clients and ourselves.  We are extremely professional and you will always be made to feel comfortable.  All of our therapists will leave the room to allow you to undress/get dressed.

Yes – we empower our clients to talk to us during their massage if anything needs to be changed or if they aren’t comfortable.  We can adjust the massage to suit your needs.  The client form that you complete at the start is also a good place to tell us if you have any special requirements.

City Haven Massage Therapy accepts cash, cheque, VISA and MASTERCARD. EFTPOS is available for clinic visits only.

Contact us straight away (even if it is the day of your appointment) as we may be able to rebook another customer.  Cancellations advised 24 hours prior to your booked time are not charged.  Cancellations within 24hours are subject to a 50% cancellation fee.  We appreciate your support of our policy when making bookings.
Clinic bookings can be cancelled on-line.  If you have cancelled a booking on-line you need to ensure that you have received a cancellation email.  If in any doubt, please call us on 0431 937 198.

Make an enquiry with us first.  If we are available to visit the nursing home where your Dad is living, we will send out some documentation so that we can find out about his current medical condition and health.  We’ll also need his GP approval to commence the massage service.  This is to ensure there are no contraindications for him to receive a massage.  This safeguards your Dad and us.

Yes, free parking is available at all of our clinics.

Our Remedial therapists are registered with all the major health funds. Mobile clients can claim their health fund rebate directly with their fund after they pay in full for their massage. 

Our Mont Albert  and Mercy Place Parkville clients can claim on-the-spot rebates if they are a member of a participating fund, otherwise they too can claim directly with their provider.

If you are not satisfied with our service, please contact us. We take complaints seriously and aim to resolve them quickly and fairly.
If you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential and impartial. To lodge a complaint with the HCC:
Fill out a complaint form online at hcc.vic.gov.au or
Phone 1300 582 113 between 9am and 5pm, Monday to Friday to discuss your complaint.

We value your privacy and ensuring your personal information is kept confidential is very important to us.  We are bound by the Privacy Act 1998 including the Australian Privacy Principles (APPs) set out in the Act, when we handle your personal information.

Scope and collection of Personal information
This privacy policy applies to the personal information we collect from you such as:

  • Name and address
  • Date of birth
  • Health history
  • Email address(es)
  • Phone number(s)
  • Consent for treatment

All or some of the above information you provide to us when you complete our Client Health History form, make an enquiry either online or by phone, enter a competition and sign up to our newsletter.

When you attend an appointment at City Haven Massage Therapy, we will create a personal file for you where we shall record clinical notes about each of your treatments including aims of treatments and clinical outcomes.

Privacy of each individual client is of utmost importance to us and we will respect your personal privacy and modesty during treatments with correct draping procedures and ensuring you can undress and dress in private - we will leave the room to allow you to do this.

Reasons why we collect your personal information
It is a requirement of the Massage and Myotherapy Australian association that we ensure we have consent to provide treatment to you.  It is a requirement that you fill out a client health history form prior to your treatment.  We identify you by the personal information you provide.

If you have indicated that you wish to receive email updates from us, we will use your email address to send you newsletters, birthday discounts and information about our service from time to time.

Storage of Personal Information
Your personal information that is provided to us in hard copy documents is stored in a filing cabinet that is locked.  We also keep personal contact information in these electronic databases:

MYOB Accountright live - our online accounting partner.   Click here to see the privacy policy for MYOB.

Icontact - Client newsletters and email promotions - based in the U.S.A.   - Click here to see the privacy policy for Icontact. 

Advance - As part of our affiliation with the Australian Massage Directory therapist listing through the Massage and Myotherapy association website.  Click here to see the privacy policy for Advance.

Timely - Our online booking system and electronic client files for patient notes.  Click here to see the privacy policy for Timely.

Disclosure and sharing of information
Your personal information will be available to other therapists who work at City Haven Massage Therapy.  This is so that we can work as a team to improve your health and well-being.  It may be that from time to time, you will see a different therapist from our team who will need to have information about you and your past treatments to assist you.  When a therapist leaves City Haven Massage Therapy, all log-ins and passwords to access your personal data are deleted so that only current therapists can see your information.

If you have been referred to us by another practitioner such as a Physiotherapist, Doctor, Podiatrist or other health professional, they usually will provide a referral letter to us providing us with information about your health history.  We may contact the referring health practitioner to update them about your care and our treatment plan/outcomes for you.

It may be appropriate for us to refer you to another health practitioner if you require specialist help for a particular condition.  We will always seek your consent before we share your information with another health professional.

Health fund rebates are applicable to our services.  In a fraud situation, where we are contacted by a health fund provider to investigate a fraud, we may share information about your treatment such as who attended the appointment, the date/time of treatment, duration, payment information and client consent.

If you have any concerns about our disclosure of personal information, please contact Charlotte Bosson by email to info@cityhavenmassage.com.au.

Complaints Procedure
If you wish to make a complaint about confidentiality and privacy, it should be made in writing to the Massage & Myotherapy Australia association and emailed to ceo@massageandmyotherapy.com.au or addressed and sent to:
Chief Executive Officer
Massage & Myotherapy Australia
Level 6
53 Queen Street
Melbourne VIC 3000

If you are not satisfied with our service, please contact us.  We take complaints seriously and aim to resolve them quickly and fairly.

If you remain dissatisfied with our response, you may also contact the Health Complaints Commissioner (HCC).  The HCC responds to complaints about health services and the handling of health information in Victoria.  Their service fee is free, confidential and impartial.  To lodge a complaint with HCC:

Fill out a complaint form online at www.hcc.vic.gov.au or
Phone 1300582113 between 9am and 5pm, Monday to Friday to discuss your complaint.