Frequently Asked Questions

If you have a question, please feel free to send us an email or give us a call. We’d love to assist. Otherwise you might the answer to your query here.

What is physiotherapy?

Physiotherapy treatment can aid the recovery of anyone with an injury, by assisting the healing process and reducing pain and stiffness. At Avenues Physio-Fitness our physiotherapists are highly qualified health professionals, who are trained to assess, diagnose and treat physical illness, injury and disability.

Our physiotherapists can also assist with advice on avoiding further injury and preventing re-aggravation of old injuries. If you are uninjured but want to take a pro-active approach to your health and well being then our physiotherapists can create a personalised programme customised to your lifestyle and needs.

How do I choose what treatment I require?

The highly trained physiotherapists at Avenues Physiotherapy will firstly explain your diagnosis and discuss a treatment plan that can be tailored for your specific needs and goals. After gaining informed consent treatment will commence.  To ensure the best possible results your physiotherapist will use a combination of hands on manual therapy such as massage, ultrasound and mobilisation with exercise therapy such as Pilates, reformer and gym work. In addition you may be given some advice and exercises to work on at home between treatment sessions.

Which Physiotherapist do I choose?

At Avenues Physio-Fitness all our staff are highly qualified, with most having post-graduate qualifications in their specific interest area. We pride ourselves on continually up-skilling to ensure the best possible treatment and rehabilitation for our clients. We work as a friendly enthusiastic team and ensure your treatment is tailored to optimise your goals. On occasion this may mean being recommended another team member reviews as aspect of your care to provide a specific treatment approach for example in our Clinical Pilates, Hydrotherapy or Gym based sessions or Paediatric clinics. Additionally, we have both female and male physiotherapists to suit your personal choice.

Am I covered by ACC?

ACC is a 24 hour, 7 day a week injury cover plan for all New Zealanders and visitors to New Zealand. If you have injured yourself by accident (which includes, but is not limited to, sports injuries, lifting, twisting movements, wrenching, straining, falling, tripping, motor vehicle accidents) you could qualify for ACC Physio treatments. See the ACC website if you require more clarity around this if you are unsure if you qualify.

You can come in directly and we will apply for ACC at the time of your first appointment.– you do not need to be referred by a Doctor for Physio.

If you are covered, ACC pays part of the cost of treatment and you top up the rest.

Do I need a doctors referral ?

No. You can self refer to physiotherapy. Simply book an appointment and the physiotherapists can assist with all the necessary paper work. We can apply to ACC for you at you at your first appointment also. If your physiotherapist feels you would benefit from x-rays or an ultrasound scan that can also be organised. Likewise your physiotherapist (with your consent) can refer you to your GP and appropriate orthopaedic and sports specialists if needed.

Can I bring whanau or a support person in to my appointment?

Absolutely, we welcome support people. Please notify our team if you require more than 3 support people to attend with you and we will make arrangements to ensure that this can be accommodated. 

Do I need to have a specific injury?

No. While we treat all people with a wide variety of injuries including sports and accidental injuries we also take pride in utilising all aspects of physiotherapy treatment, rehabilitation and fitness knowledge in order to provide our patients with their optimal health and fitness outcomes.

What will be the cost of treatment?

Our service charges reflect both the clinical time spent with each client and any necessary administration or research time needed to provide optimal patient care. 

Please see our appointment charges here
Tape, acupuncture, loan equipment and other consumables are an additional cost to treatment. 

Payment is expected at the time of treatment.

How can I pay?

Avenues Physio-Fitness accepts payments from the following methods:

  • Eftpos
  • Credit Card (Visa & Mastercard)- please note that 2.5% surcharge applies
  • Cash
  • Southern Cross- please ensure you bring your Sothern Cross Membership number with you
  • Cerebral Palsy vouchers
  • Pre-approved employer direct payments
  • Direct Debit/ Inernet Banking

Internet Banking payment details:


Account Details:  06-0869-0695363-00

Payee Details: Surname, Initials

Reference: Invoice Number (if known) or Treatment Date

Please note that all bills for services and products will need to be paid on the day of your consultation. Any outstanding debits at the end of the financial quarter will be handed over to our Debt-Collection Agency. 

Why is there an ACC surcharge?

ACC contribute to the rehabilitation of your injury, by providing partial funding for the physiotherapy services offered in this clinic. Your surcharge pays for provision of accredited, skilled and experienced physiotherapists providing quality care to you. In most cases there is copayment to pay. 

What if cannot afford my treatment?

Avenues Physio-Fitness does run a pro-bono service as we understand that an injury or health issue is often an unexpected cost. This does require a referral from your GP or suitable community group, requesting pro-bono physiotherapy services. Please feel that you can talk to either your therapist or one of our friendly reception team if financial pressures are influencing your rehabilitation plans. There are multiple ways that we can assist.

What happens if I need an x-ray or ultrasound or need to see a specialist?

Should your injury require further investigation, our physios can refer you to a specialist, for x-ray or ultrasound. We have a close working relationship with many of the local specialists, surgeons and radiographers, so rest assured, we will ensure you are in great hands. This will be discussed with you so you that receive the best possible care and investigation as quickly as possible. 

What if I need to cancel my appointment?

Please telephone or email us at and advise us if you find yourself unable to attend an appointment. We do require a minimum of four hours notice of cancelllation of an appointment. Appointments not cancelled at least four hours before the appointment time  may incur a $25 charge.

What should I wear for treatment?

Loose fitting casual clothing is best. Wear shorts if you have a hip, knee or foot injury. We do have shorts and singlets should you not bring yours in.

Can I get a membership to your gym?

Yes! Clients are welcome to join our gym to continue an independent exercise program. This will allow you to improve and maintain all of the health benefits you have experienced as a patient, at a relatively low cost, with physiotherapists surrounding you to assist you are required. Our gym costs are through a concession card or through our combined monthly unlimited group class and gym access memberships.

Is your clinic wheelchair accessible?

Yes! Our clinic is fully wheelchair accessible including toliets and there is plenty of wheelchair accessible carparking within the plaza. Our large clinic rooms and gym space are also well designed for all of our clients. 

Will you organise an interpreter for my treatment?

Yes! One of our friendly team will happily arrange an interpreter for your appointment, please just let us know. We will organise this with our amazing network of local, qualified interpreters, at no additional cost to you. It is essential that our communication between ourselves and our clients is the best possible.

What is Telehealth?

Telehealth physiotherapy is a consultation between you and your physiotherapist via video/audio on your phone, tablet or computer or, if these resources are not available, by telephone only. For example, injuries can be assessed, diagnosed and treatment provided via secure video conference.

Telehealth physiotherapy is used when face to face meetings with physiotherapists are not possible due to access or if you are required to self-isolate. It has been used for some time for patients in remote areas and to help people who would benefit from a face to face consultation, yet, there is limitations in achieving this.