What’s Included in Your Agreement

Your Client Agreement will outline all relevant fees and charges, including:

• The basic daily fee
• Any means-tested care fee (if applicable)
• Accommodation payments or contributions
• Any extra or additional service fees

If your agreement includes information about future fee adjustments, it will be written clearly for example, based on Consumer Price Index (CPI) or a fixed percentage so you know exactly how changes are calculated.
All fee information is double-checked for accuracy and reflects the correct rates from your entry date.

After You’ve Signed

We’ll continue to support you by keeping you informed and ensuring your fees remain fair and accurate.
Changes to fees:
We’ll let you know if your fees change and encourage you to keep your financial details updated with Services Australia or DVA to ensure correct charges.
Overpayments and late payments:
Any overpayments are refunded within 28 days, and if a late payment occurs, any interest charged will never exceed the Maximum Permissible Interest Rate (MPIR).

Our Commitment to You

At Pennwood, we understand that financial discussions can sometimes feel overwhelming. That’s why we approach every conversation with honesty, compassion, and cultural understanding.

Our aim is to make sure you and your family feel informed, supported, and respected every step of the way reflecting our values of person-centred, culturally safe, and healing-informed care.

If you’d like to discuss fees or need help understanding your agreement, please contact our friendly team we’re here to help.