FAQ — Referrals, ACC, What to Expect | Total Body Physio Auckland

Do I need a GP referral?

No — you can come straight to us. Physiotherapists in NZ are ACC treatment providers, which means we can assess your injury and lodge your ACC claim on the spot at your first visit. No doctor, no paperwork, no waiting.

How does ACC work, and what will I pay?

If your injury came from an accident, ACC subsidises your treatment and you pay only a small co-payment — at our clinics that ranges from free (first visits at Panmure and Flat Bush, Sundays at Titirangi) to $45, with follow-ups from $30. Not accident-related? Private rates apply. Full details on our prices page, and Gold Card holders and students get about $5 off.

What should I wear and bring?

Comfortable clothes you can move in. Shorts are ideal for knee, hip or ankle problems, and a singlet helps for shoulders and backs. Bring photo ID for your first visit, any scan results or specialist letters you have, and your surgeon's protocol if you're post-op. Arriving a few minutes early for your first appointment helps too.

What happens at my first appointment?

Three things: we listen (your story tells us more than any scan), we test (movement, strength, and specific clinical tests to find the actual driver of your pain), and we treat — hands-on treatment starts day one, and you'll leave with a clear diagnosis in plain language, a recovery plan with timeframes, and usually a couple of exercises to start on.

Can I choose my physio? Do you speak my language?

Absolutely — every physio's profile is on their clinic's page, and you can book with a specific person online or through Jenny. 我们提供中文服务: Tim and Val at Pakuranga, Val at Panmure (Wednesdays), and Isabella at Flat Bush all speak Mandarin and/or Cantonese.

How do I reschedule or cancel?

Tap the Ask Jenny button and choose Manage — she can look up your booking and reschedule or cancel it in seconds, any time of day. Or ring your clinic during opening hours. If you can't make it, letting us know early means someone else gets your slot.

Do you treat children and older adults?

Yes — all ages. From young athletes with sports and growth-related complaints through to Gold Card holders keeping strong and mobile (with a discount to match). Treatment is always adapted to the person in front of us.

Is my health information private?

Yes. Your records are held securely and handled under the NZ Health Information Privacy Code. We only share information with others involved in your care — like ACC or your GP — as needed for your treatment and claims, and you can request access to your records at any time.

Feedback & complaints

We genuinely want to hear it — good or bad. As an ACC Accredited Provider, we have a formal process, and every patient is protected by the Code of Health & Disability Services Consumers' Rights.

Tell us first. Speak with your physiotherapist or the clinic team directly, or email your clinic (addresses on our contact section). Most concerns are resolved quickly — we'll acknowledge your complaint promptly, investigate, and come back to you with what we found and what we'll change.
Free independent support. The Nationwide Health & Disability Advocacy Service can support you through the process at no cost — advocacy.org.nz · 0800 555 050.
Escalate independently. You can complain at any time to the Health & Disability Commissioner — hdc.org.nz · 0800 11 22 33 — or, about a physiotherapist's conduct or competence, to the Physiotherapy Board of New Zealand.

Making a complaint will never affect the care you receive from us — that's your right under the Code, and our promise.

Frequently asked questions.

Feedback & complaints

Question not here? Jenny knows.