Frequently Asked Questions
Frequently Asked Questions
Find answers to common questions about our audiology services, appointments, and policies.
General Questions
What services do you offer?
We specialise in professional earwax (cerumen) removal, vestibular assessments for vertigo and dizziness (including BPPV), initial consultations for hearing and balance concerns, and educational workshops for workplaces and community groups.
Do you sell hearing aids?
No, we do not sell hearing aids or any hearing devices. We focus exclusively on diagnostic services, ear care, and vestibular assessments. We are not here to push products — we are here to help.
Do you work on commission?
No. We do not work on commission and have no sales targets. Our recommendations are based solely on your health needs.
Understanding Ear Wax
What is ear wax and why does it build up?
Ear wax (cerumen) is a natural substance produced by glands in the ear canal. It helps protect, clean, and lubricate the ears. In some people, it builds up excessively due to narrow ear canals, use of hearing aids, or natural overproduction. Excess wax can cause hearing loss, discomfort, tinnitus, or infections if not addressed.
How do I know if I need ear wax removal?
You might need ear wax removal if you're experiencing symptoms such as:
- Blocked or muffled hearing
- Earache or fullness in the ear
- Tinnitus (ringing)
- Dizziness or imbalance
- Itchiness or discharge
If you use hearing aids, wax build-up may also affect their performance.
Ear Wax Removal Services
What methods do you use for ear wax removal?
At NeuroBalance Audiology, we offer safe, gentle ear wax removal using the following clinically approved techniques:
- Micro-suction: A small suction device removes wax under visual guidance
- Manual removal: Using fine instruments under magnification
No syringes. No flushing.
Is ear wax removal painful?
No, most people find it quick and comfortable. You may feel a slight tickling or suction sensation. If your ears are particularly sensitive or the wax is impacted, there might be some brief discomfort, but our clinicians are trained to ensure your comfort throughout.
How long does an ear wax removal appointment take?
A typical appointment takes 20 to 30 minutes, depending on the amount and type of wax. In some cases, a follow-up appointment may be needed if the wax is too hard or impacted to remove in one visit.
Do I need to use ear drops before my appointment?
Using ear softening drops such as olive oil or waxol for 3–5 days before your appointment can help loosen wax, especially if it's been there for a while. We'll provide guidance on this when you book.
Can children have ear wax removed at your clinic?
Yes. We can safely assess and remove ear wax in children and adults, though the child's age and ability to remain still may affect the procedure. We'll work gently and carefully to ensure a calm experience.
How often should I get my ears cleaned?
Most people don't need regular wax removal, but if you're prone to wax build-up or use hearing aids, we may recommend cleaning every 6–12 months. Our team can help you develop a personalised ear care plan.
How much does earwax removal cost?
Earwax removal starts from $80.
Vestibular (Balance) Assessments
What does a vestibular (balance) assessment involve?
During your initial consultation we discuss symptoms, medical history and conduct hearing and vestibular tests. The assessment usually takes about 1–2 hours, and you'll receive a detailed written report with personalised care recommendations.
What is a vestibular assessment used for?
A vestibular assessment is a comprehensive evaluation of your balance system. We assess conditions such as vertigo, BPPV (Benign Paroxysmal Positional Vertigo), vestibular migraine, and other balance and dizziness disorders using evidence-based protocols.
Will I receive a report and follow-up plan after my assessment?
Yes. We will provide you with a written report, follow-up notes, tailored treatment programs or referrals for other health professionals if required.
How much does a vestibular assessment cost?
Vestibular assessments are $120.
Do I need a referral?
A referral is often not required, but bringing any relevant medical or imaging reports relating to your symptoms can be helpful.
Appointments & Bookings
How do I book an appointment?
You can book an appointment via our website, by phone at 0400 753 291, or by email at neurobalanceaudiology@gmail.com. We recommend confirming your appointment at least 24 hours in advance.
What is your cancellation policy?
We require at least 24 hours' notice to cancel or reschedule an appointment. Failure to provide adequate notice may result in a cancellation fee. Patients who miss an appointment without prior notice may be charged a fee.
Do I need to bring ID to my appointment?
Yes, all clients must present valid identification at the time of appointment.
What should I bring to my appointment?
Please bring valid ID, any relevant medical history or referral letters, a list of current medications, and details of any known medical conditions. If you have private health insurance, bring your membership details.
Mobile Services
Do you offer mobile services?
Yes! We bring our full suite of audiology services directly to your home, workplace, or care facility. Mobile services are convenient, accessible, and professional.
What areas do you service?
Mobile services are subject to availability based on location and scheduling. Please contact us to confirm if we can reach your location.
How much does the mobile service cost?
Travel fees start from $15 and vary based on location. This fee is in addition to your selected service.
Are mobile appointments safe?
Yes. All mobile appointments are attended by two staff members for safety and professionalism. However, we reserve the right to cancel, reschedule, or decline if the environment is unsafe (including unrestrained animals, hazardous conditions, or aggressive behaviour).
Do I need to pay a deposit for mobile appointments?
Yes, all mobile appointments require a non-refundable deposit or credit card details stored securely. Deposits apply to your appointment fee but are forfeited if cancelled within 24 hours.
Payment & Insurance
When is payment due?
Payments for services are due at the time of the appointment unless prior arrangements are made.
What payment methods do you accept?
We accept credit card, debit card, and other electronic payment methods.
Do you accept health insurance?
Insurance may be accepted depending on your plan and coverage. Please verify with us before booking and bring your membership details to your appointment.
What is your refund policy?
All payments are non-refundable, including appointment deposits, completed consultations, and educational session bookings. We do not offer refunds for change of mind, dissatisfaction, or service discontinuation due to non-disclosure or safety issues.
Educational Workshops
What types of workshops do you offer?
We offer tailored educational workshops on hearing loss prevention, tinnitus, balance disorders, workplace hearing health and safety, construction-specific hearing safety, hearing aid care (for aged care), and sports hearing health.
Can workshops be delivered online?
Yes! We offer in-person (at your site), online/virtual, and hybrid delivery options.
How do I book a workshop?
Please complete our Educational Workshop Enquiry Form and our team will get back to you shortly.
Health & Safety
Do I need to disclose my medical conditions?
Yes, all known medical conditions must be declared before treatment. Failure to do so may result in adverse outcomes or discontinuation of service.
Are there any risks?
While every effort is made to provide safe, effective care, no diagnosis or treatment is guaranteed to be 100% accurate. Some conditions may require referral to other specialists. Participation in our services is voluntary and not a substitute for urgent medical care.
Still have questions? Contact us at 0400 753 291 or neurobalanceaudiology@gmail.com