C

This sets out how we work and what you can expect from us, and what we ask of you in return. It applies to all our therapists, staff, and clients.

Our practice follows Victorian and Australian law, including the Health Records Act 2001 (Vic), the Privacy Act 1988, and the Equal Opportunity Act 2010 (Vic). Our therapists hold recognised Australian qualifications and professional memberships.

Our therapists

  • All therapists hold a minimum Certificate IV in Massage Therapy (or equivalent) under the Australian Qualifications Framework
  • They hold current First Aid certification and professional indemnity insurance
  • They are members of a recognised professional body such as ATMS, AMTA, MMA, or AMT
  • They complete ongoing training to stay up to date with best practice

Your rights as a client

  • You can stop your session at any time, no questions asked
  • You will always be treated with respect regardless of age, gender, body size, disability, race, or sexual orientation
  • Your health information is kept private and secure
  • You can request a different therapist at any time
  • You can bring a support person to your appointment
  • You can make a complaint without any fear of being treated differently

Consent and communication

  • Your therapist will explain what the treatment involves before they begin
  • You fill in a short health intake form before your first session this helps us treat you safely
  • You can speak up at any time about pressure, comfort, or anything else during your session
  • Only the area being treated will be uncovered, you will be properly draped at all times

Your privacy

  • We only collect health information we need to treat you safely during massage session
  • Your records are stored securely and never shared without your permission

Hygiene and safety

  • Fresh linen is used for every client, every session
  • All equipment and surfaces are cleaned between appointments
  • Therapists who are unwell will not work with clients
  • If a health condition means massage isn’t right for you at that time, we’ll let you know and suggest alternatives

What we don’t allow zero tolerance

  • Sexual comments, requests, or behaviour of any kind, this is illegal under Victorian law and will result in the session ending immediately
  • Harassment, threats, or abusive language toward any staff member
  • Arriving for a session under the influence of alcohol or drugs
  • Repeated boundary violations after a clear request to stop

*Any of the above may result in the session ending with no refund, and the client being asked not to return.

Complaints

If something isn’t right, please speak to your therapist or our practice manager first

You can also submit a written complaint, we’ll acknowledge it within 5 business days

If you’re not satisfied, you can contact an external body such as Consumer Affairs Victoria, the Victorian Equal Opportunity & Human Rights Commission, or your therapist’s professional association

This code of conduct is reviewed each year. It applies to all clients, therapists, and staff. By booking a session, you agree to these standards. If you have any questions, please ask us before your appointment.