1 – About Australian Tomatis® Method
From 1947, following research in Audiology, Phonology and Psychology, Dr Alfred Tomatis, a French Ear, Nose and Throat Specialist, designed what is known today as the Tomatis® Method.
Françoise Nicoloff arrived in Sydney in 1995 and pioneered the Tomatis® Method in Australia, first opening her clinic in Gordon, later in Bondi Junction then Surry Hills for ten years, finally settling in Edgecliff in 2008. A registered psychologist, Françoise studied directly with Dr. Tomatis in Paris in the late 1970s. Françoise sees people for Auditory Processing, ADHD, Autism, Learning Difficulties, Speech and Language Delay, Brain Injury, Cerebral Palsy, Down Syndrome, Sensory Integration, motor and coordination difficulties, Anxiety and Stress and more. The Australian Tomatis® Method taps into client’s unique difficulties and daily challenges by improving auditory and sensory processing, attention, concentration, memory, balance and coordination difficulties; therefore, giving them the chance to learn and communicate much better and regulate emotions and behaviour. Based on neuroplasticity, the Tomatis® Method is a type of sound therapy, It aims to improve listening, learning and communication skills and benefits people of all ages through a gentle, holistic and individualised listening re-education.
1300 233 572
Suite 303, Level 3
203-233 New South Head Road
Edgecliff NSW 2027
2 – Our Services
Australian Tomatis® Method’s services include:
- Supporting children under the age of 7 and above as well as adults to reach their developmental milestones and maximise their potential.
- Providing Therapeutic Support to support functional goal attainment.
- Development of Daily Living and Life Skills to increase client’s ability to live as autonomously as possible.
For more information about these services please call us on 1300 233 572, visit tomatis.com.au/ or speak to a member of our staff.
Our opening hours are 9:00am – 4:00pm Mondays and 9:00am – 5:00pm Tuesday to Friday.
Australian Tomatis® Method’s Vision is
to empower and enrich people’s lives through improved listening.
Australian Tomatis® Method’s Mission is
to assist children and adults in reaching their potential and empowering them to live a better life using the Tomatis® Method and other tools to access more awareness and better brain.
Australian Tomatis® Method’s operations and activities are built upon the following Values:
- We are committed to make a difference in our customers’ lives.
- We listen, we care, we serve.
- We are treating everyone with respect and dignity.
- We are committed to our self-growth and continuous education.
- When we are committed to our work, we stay focused and act in service to others, we believe anything is possible.
- We are committed to building an encouraging, caring and supportive environment for our team and for our customers.
3 – Service Quality
To deliver its services as an NDIS Registered Provider, Australian Tomatis® Method must comply with the NDIS Quality and Safeguards Framework. This means we must:
- comply with the NDIS Act 2013 (Cwth);
- comply with the NDIS Terms of Business for Registered Providersand any Conditions of NDIS Registration; and
- obtain and maintain accreditation against the NDIS Practice Standards.
The NDIS Practice Standards are quality standards that govern how Registered NDIS providers must deliver services. The Standards that relate to Australian Tomatis® Method are:
Schedule 1 – Core Module
- Rights of clients and responsibilities of providers
- Provider governance and operational management (8 criteria)
- Provision of supports
- Support provision environment
|Schedule 5 – Module 3 – Early childhood supports
1 The Child
At the Australian Tomatis® Method, we promote and treat each child and parent with full respect of their legal and human rights. We fully support their development of functional skills to maximise their potential and enable them to participate and be included in everyday activities with their family and peers.
|2 The Family
At the Australian Tomatis® Method, we base our services to support family with no discrimination of race, culture, religion and gender and focus on their strengths.
At the Australian Tomatis® Method, we make sure that each participant is supported to engage in an inclusive manner in their family, community and natural environment.
As set out in this handbook, Australian Tomatis® Method is committed to delivering services in compliance with these standards and in continuously improving its service delivery. We operate in accordance with comprehensive policies and procedures, which are reviewed regularly and incorporate client and other stakeholders feedback.
4 – Your Rights
Australian Tomatis® Method respects and fully commits to upholding the rights of all people, including those with disabilities. Australian Tomatis® Method is also committed to ensuring you are aware of your rights and responsibilities and are supported to exercise them.
In supporting you to exercise your rights, we must comply with the United Nations Universal Declaration of Human Rights, United Nations Convention on the Rights of Persons with Disabilities, National Disability Insurance Scheme Act 2013 and NDIS Practice Standards (2018) – Rights and Responsibilities.
Australian Tomatis® Method’s Client Charter
You have the Right to access supports that:
- promote, uphold and respect your legal and human rights;
- respect your culture, diversity, values and beliefs;
- respect and protect your dignity and right to privacy; and
- are free from violence, abuse, neglect, exploitation or discrimination.
You also have the right to exercise informed choice and control regarding the supports we provide.
It is our responsibility to:
- tell you about and uphold your rights;
- provide supports in a way that promotes, upholds and respects your rights to freedom of expression, self-determination and decision-making;
- support you to make informed choices, exercise control and maximise your independence in relation to the supports we provide;
- respect your autonomy, including your right to intimacy and sexual expression;
- provide you enough time to consider and review your support options and seek advice if required, at any stage of our service delivery;
- support you to access an advocate (including an independent advocate) of your choosing;
- support you to engage with your family, friends and chosen community in the ways you want to;
- treat you with fairly, with courtesy, dignity and respect and without discrimination;
- give you information about our services and associated costs, as well as other support options, within and outside Australian Tomatis® Method;
- involve you in decisions about your supports, as well as our programs and policies;
- provide services that consider and respect your lifestyle, cultural, linguistic and religious background and preferences;
- protect your personal information and only use it for the right reasons;
- support you to provide us with feedback on our service, including complaints;
- promptly address enquiries and complaints about the supports you are receiving;
- support you to connect with other services, including advocates, interpreters and translators, if needed;
- support you to have a person to speak on your behalf for any purpose; and
- provide safe and appropriate services that are culturally relevant and support your needs and goals.
As a client we ask that you:
- provide us with information that will help us to best support you;
- tell us if things change or you cannot keep an appointment or commitment;
- act respectfully and safely towards other people using the service, and towards our staff;
- provide us with feedback about our service and how we can improve;
- promptly pay the agreed fees associated with your services; and
- tell us as early as possible if our services are not required.
5 – Diversity and Participation
All aspects of Australian Tomatis® Method’s service delivery promote clients’ active participation and inclusion in the community. We support clients to develop and maintain their independence, problem solving, social and self-care skills, as appropriate to their age, developmental stage, cultural background, or other needs and goals.
Ways we do this include:
- delivering services in a way that respects individuals’ personal, gender, sexual, cultural, religious, or spiritual identity;
- delivering services in a way that supports, respects and protects individuals’ dignity
- employing and developing a diverse and culturally competent workforce;
- working collaboratively with disability-specific, mainstream, Aboriginal and Torres Strait Islander (ATSI) and Culturally and Linguistically Diverse (CALD) services to support holistic service delivery; and
- using a strengths-based approach to identify individual client needs and life goals, particularly in relation to recognising the importance of family, extended family, kinship, cultural, spiritual, language and community ties.
Interpreting and Translation
The delivery of safe, high-quality services relies on effective communication. Where required, interpreters and translators will be made available at no cost to support your interactions with us.
6 – Advocacy
Australian Tomatis® Method fully supports your right to have an independent advocate support you in your interactions with us. If you’d like help finding an independent advocate, speak to one of our staff.
Alternatively, the following organisations can assist you
National Disability Advocacy Program (NDAP)
Advocacy and Access Section,
Disability and Carers Group,
Department of Social Services,
PO Box 7576,
Canberra Business Centre, ACT, 2610
Use the Disability Advocacy Finder at disabilityadvocacyfinder.dss.gov.au/disability/ndap
People with Disability Australia Inc Sydney
Phone: 1800 422 015
Multicultural Disability Advocacy Association of NSW Inc Granville (Head Office)
Phone: 1800 629 072
Disability Advocacy New South Wales
Phone: (02) 4927 0111 or 1300 365 085
The Multicultural Disability Advocacy Association of NSW (MDAA)
Phone: (02) 9891 6400 or (Tollfree) 1800 629 072 or TTY (02) 9687 6325
7 – Privacy and Confidentiality and Dignity
Australian Tomatis® Method values and respects the privacy, confidentiality and dignity of our clients and their families, as well as our staff. We collect, use, protect and release personal information in full compliance with all relevant State and Federal privacy legislation.
Australian Tomatis® Method will only collect information necessary for safe and effective service delivery. We will only use information for the purpose it was collected and secure it safely. When we
collect your information, we will explain why we are collecting the information and how we plan to use it. We will only take photos or videos of you with your full and voluntary consent.
Information about you will only be released to other people or services with your informed consent, in an emergency, or where such disclosure is required or authorised by law.
You may access the information we hold about you, including in order to update or correct it, subject to certain exceptions. If you wish to access your information, please speak to a staff member.
When your information is no longer needed for the purpose for which it was obtained, we will destroy or permanently de-identify it.
You can request Australian Tomatis® Method’s full Privacy Statement from any of our staff members.Bottom of Form
8 – Feedback, Compliments and Complaints
Compliments, complaints and other feedback provide us with valuable information about your satisfaction with our services. Feedback is taken seriously by Australian Tomatis® Method and is seen as an opportunity for improvement.
We encourage feedback and comments on the services we provide, both positive and negative. Whether a compliment or complaint, your feedback will be treated with confidentiality and sensitivity.
Feedback, compliments and complaints can be lodged:
- directly with a staff member, either verbally or by providing a completed Feedback, Compliments and Complaints Form;
- by email to: email@example.com; or
- online: tomatis.com.au/feedbackandcomplaints
- by phone on 1300 233 572;
- in writing to:
Suite 303, Level 3, Edgecliff Centre,
203-233 New South Head Road
Edgecliff, NSW, 2027; or
- by placing a written complaint in a Suggestion Box in Australian Tomatis® Method’s Head Office.
Feedback and Continuous Improvement
In addition to the above, Australian Tomatis® Method is continually seeking feedback how we can improve the services we provide. This includes through satisfaction surveys, requests for feedback by staff after you interact with us and involving you in our service delivery planning and review processes. Please feel free to provide any suggestions or ideas you have to a staff member.
We encourage anyone with a complaint to speak directly to an Australian Tomatis® Method staff member in the first instance, who will attempt to resolve the issue immediately. If the matter cannot be resolved promptly or within 48 hours, it will be escalated to Australian Tomatis® Method’s Director.
You can use Australian Tomatis® Method’s Feedback and Complaints Form to formally lodge your grievance and a staff member can assist you to do this if you wish.
Your complaint will be formally acknowledged within five working days and a staff member will keep you updated regarding its resolution. Australian Tomatis® Method aims to respond to all complaints and grievances as quickly as possible, and within 28 days from acknowledgement.
If a complaint or grievance cannot be responded to in full within 28 days of acknowledgement, you will be provided with an update, which will include when a full response can be expected.
All feedback and complaints will be used by Australian Tomatis® Method to continuously improve our service delivery.
If you feel a complaint has not been sufficiently or appropriately addressed, you can seek further support from Australian Tomatis® Method’s Director, or alternatively through any of the following agencies:
NDIS Quality and Safeguards Commission
At any time, people can make a complaint about NDIS service providers or the support they provide to the NDIS Commission.
Complaints to the NDIS Commission can be lodged:
- online at www.ndiscommission.gov.au; and
- by phone on: 1800 035 544
NSW Fair Trading
NDIS clients purchasing products and services also have rights and protections under the Australian Consumer Law (ACL), including provisions on customer guarantees and unfair contract terms. Fair Trading NSW provides information and advice and, in some cases, dispute resolution services for customer disputes under the ACL.
Complaints to NSW Fair Trading can be lodged:
- online at www.fairtrading.nsw.gov.au/help-centre/online-tools/make-a-complaint; and
- by phone on 13 32 20
National Disability Insurance Agency
Complaints about the NDIA should be directed to the Agency itself or the Commonwealth Ombudsman.
Complaints to the NDIA can be lodged:
- by phone on 1800 800 110; and
- by email to firstname.lastname@example.org.
Complaints to the Commonwealth Ombudsman about the NDIA can be lodged:
- by phone on 1300 362 072
- online at ombudsman.gov.au.
9 – Accessing Australian Tomatis® Method’s Services
We aim to provide accessible services to you that are safe, engaging and responsive to your support and communication needs.
To be eligible to receive Australian Tomatis® Method’s services, a person must meet the following eligibility criteria. The person must:
- have one or more identified intellectual, cognitive, neurological, sensory or physical impairments that are, or are likely to be, permanent;
- have one or more identified impairments that are attributable to a psychiatric condition and are, or are likely to be, permanent; or
- be a child who has developmental delay or speech and language delay or learning difficulties.
Consideration must also be given to the person’s Priority of Access by examining:
- the person’s relative need compared to others who receive or want to receive Australian Tomatis® Method services;
- any special additional needs of the person, and where relevant, their family, carer or other supporters;
- the extent to which Australian Tomatis® Method can contribute to those needs being met;
- the resources available within Australian Tomatis® Method to meet the person’s needs;
- other services the person receives and how Australian Tomatis® Method services will complement those and contribute to improved outcomes for the person; and
- the best interests of the person.
Anyone wishing to access our services must participate in an Intake Interview/Tomatis® Listening Assessment. Where required, we will provide you with information and support to access a person of your choice, such as an advocate, to assist you in this process. The purpose of this interview is to assess your needs and whether Australian Tomatis® Method can support you. You will be advised of the outcome at the end of the Intake Interview.
If you are offered services and accept, we will work with you and your supporters to assess your needs and develop and agree upon a Service Agreement. This will be completed during an Assessment and Planning Interview, which will take place within 5-10 working days of your acceptance.
We will review the provision of your supports every 6 months with you and your supporters. Flexibility will be provided regarding the timing of review assessments, based on your needs and wishes, and you can request a review at any time.
We will accept your choice if we offer you a service and you choose not to accept.
Australian Tomatis® Method may refuse to offer a person service where:
- they do not meet our eligibility requirements;
- other potential clients are assessed as a higher priority based on our Priority of Access considerations;
- we do not have the capacity to cater to additional clients; or
- we do not have the resources to cater to the specific needs of the person.
Where services cannot be provided, we will assist you with referrals and support to access alternative services.
Waiting List Processes
A person who meets Australian Tomatis® Method’s eligibility requirements and cannot be offered a service due to lack of service capacity can elect to be placed on our Waiting List. Potential clients on our waiting list will be contacted at least every three months to:
- advise them of their current status;
- check whether they want to remain on the list;
- provide referrals to other service providers if required; and
- advise the estimated wait time remaining.
Any person refused services has the right to appeal. Appeals should be directed in writing to Australian Tomatis® Method’s Director.
10 – Leaving Australian Tomatis® Method’s Services
All clients have the right to exit Australian Tomatis® Method’s services at any time and a decision to do so will not prejudice future access to the service. You must give us at least 2 weeks’ notice if you wish to leave our services before the end date in your Service Agreement.
All clients exiting the service will be offered an Exit Interview, where we can discuss the reason for them leaving and obtain feedback about how we can improve our processes. We also provide assistance and resources to support people exiting or changing services. This includes an agreed Exit Plan, as well as the identification of, referral to and support accessing alternative services.
Clients who have chosen to exit our services have the right to re-access services within a 1-month period of exiting, without having to follow formal access processes, provided the necessary resources are available.
If you wish to end your service provision, please speak to a Australian Tomatis® Method staff member.
Australian Tomatis® Method may terminate a client’s services when:
- they are unwilling over a period of time to work towards agreed goals;
- other people using the service, staff or the person themselves are at risk of harm;
- financial requirements are not being met;
- severe incompatibility with other clients using the service is displayed; or
- dramatic health changes require significantly increased levels of care or a service model not provided by Australian Tomatis® Method.
Any person whose services are terminated has the right to appeal. Appeals should be directed in writing to Australian Tomatis® Method’s Director.
11 – Fees and Charges
Fees and charges for our services are provided in our Fee Schedule. We will discuss prices with you before providing services and include all fees in a Service Agreement. The Service Agreement contains detailed information about the services we will provide you and when fees must be paid. This must be agreed to by you before services can commence.
Australian Tomatis® Method will provide you with regular invoices and statements to assist you to manage payment for our services. If you have difficulty paying your fees for any reason, we encourage you to discuss this with a staff member so that mutually acceptable payment arrangements can be put in place.
12 – Freedom from Harm, Abuse and Neglect
When visiting our office or taking part in our services, you have the right to be free from harm and any form of abuse or neglect. Australian Tomatis® Method treats any allegation of abuse, assault or neglect very seriously. Allegations may be subject to both mandatory reporting and police involvement. If you have any concerns or are aware of a situation where abuse or neglect may be occurring, please notify an Australian Tomatis® Method staff member.
Australian Tomatis® Method employs skilled staff who respect the rights of people with disability, are aware of current policies and legislation pertaining to abuse, neglect and unexplained absences and will support people and their families, guardians and advocates to access complaint mechanisms and raise any concerns they have about our services. All staff undergo comprehensive criminal history screening and other mandatory checks prior to employment.
13 – Work Health and Safety
Australian Tomatis® Method is committed to providing services in a safe and healthy environment. Work Health and Safety (WH&S) is the responsibility of all Australian Tomatis® Method stakeholders – including staff, volunteers, clients, families, carers and visitors. We ask that you report any hazards or risks you become aware of and act in a way that protects yours and others’ health and safety when visiting our office or participating in our services.
14 – Client incident Management
Australian Tomatis® Method has a system for identifying, assessing, managing and resolving incidents. To do this successfully, Australian Tomatis® Method will commit to the following:
- All staff will undergo an induction on Australian Tomatis® Method incident management system
- All staff will be assessed against this at their annual appraisal
- Review of incidents as part of the continuous improvement process
15 – Community Participation and Inclusion
Australian Tomatis® Method is committed to working with you to dismantle barriers, change attitudes and promote positive attitudes to create opportunities for your full inclusion and participation in your community. We work closely with a range of organisations to support you and encourage you to speak to a staff member if you have any specific needs or goals that could be met by another organisation.
Other services and activities you may find of interest include:
NSW Department of Education education.nsw.gov.au/
NSW Association for Gifted and Talented Children www.aaegt.net.au/
Australian MENSA www.mensa.org.au/
Learning Difficulty Australia www.ldaustralia.org/
NSW Public Schools Learning Assistance Program www.schools.nsw.edu.au
- Dr Leila Mason (Paediatrician) (Tamarama) 0452 424 430
- Dr Mark Robertson (Surry Hills) (02) 9211 3811
Chiropractors/osteopath (retained primitive reflexes)
- Dr Carol Langley 0430 850 852
- Dr Polly Wilky (pediatric) (02) 9386 4335
- Louise Gillam (physio- cranio-sacral therapist) (02) 9387 5255
- Laura Lovelock (cranio-sacral- Newcastle) 0415 129 108
- Simon Grbevski(Rockdale) (02) 9597 3030
- Chih-Chi Lee (Castle Hill) (02) 8677 5483
For more information:
www.tomatisassociation.org for Tomatis® evidence-based research
Brain Injury synapse.org.au/
Child Care Direct www.childcaredirect.com.au/