Grace Gawler - Helping You Navigate the Cancer Maze

Terms of Service

Terms of Service – The Grace Gawler Institute (GGI)

Please contact us if you would like us to email a PDF copy of our terms of service.


A service agreement is an agreement made by two parties in this case GGI and the cancer patient who purchases services or goods from the GGI. The document called Terms of Service, outlines the relationship between the client (patient) and the GGI.

The GGI exists to provide navigation services to people with a diagnosis of cancer. While we aim to support where possible, a patient’s family, our primary professional relatonship is between GGI and the patient. GGI is not a treating facility for cancer patients. Our role is to act as a referral centre to guide patients towards the best medical care and diagnostics.

Who is GGI & Background Brief?

The Grace Gawler Institute (GGI) was established in 2010 to support the life-work that co-founder Grace Gawler (Cornall) had initiated in 1974 when her then husband was diagnosed with osteosarcoma. Grace became the driving force throughout and after his recovery. Their experience in veterinary medicine combined with the lack of availability of supportive care medicine and cancer education whilst going through their cancer journey, along with his very poor prognosis; saw the establishment of a not for profit organisation based in Melbourne.


It is important that you are aware that the GGI cancer services provided by co-founder Grace Gawler are unique and based on 49 years’ experience in supportive care cancer medicine. During that time, Grace has worked nationally & internationally. She was a founding member of the Victorian Government’s Ministerial Advisory Committee for Women’s Health and has a credible background with an excellent track record in providing diverse cancer services. The GGI model is an exceptional service model and is unique worldwide for delivering personalised cancer help. Please refer to:


We do not endorse or practice alternative medicine for cancer patients, nor do we refer to any clinics, hospitals etc who only offer alternative treatments for cancer patients. Alternative (definition) – instead of conventional oncology or other scientifically based medical treatments. However, we are supportive of evidence-based complementary therapies and practices in combination with sound oncological and supportive care medicine. Effective cancer navigation requires communication and cooperation from treating practitioners. It is essential you have an oncologist as part of your health restoration team. If you are not under the care of an oncologist – we will assist you to find one. We strongly suggest that you keep your oncologist informed of any other treatment decisions and choices that you make.


Education is the process of facilitating learning, or the acquisition of knowledge, skills, values, beliefs, and habits. Educational methods include storytelling, discussion, teaching, training, and directed research. Education frequently takes place under the guidance of educators. A large portion of GGI’s work is cancer education. Education is considered a part of either a Skype call or any Survivorship Action Plans. (suites) offered by GGI. It is essential to be educated about cancer and to therefore be able to make informed decisions about your cancer care.

Fee for service and product sales:

These support the GGI to continue our work of providing services for cancer patients.

GGI operates with minimal overheads yet has a huge outreach nationally and internationally. GGI has 1 director. Pip Cornall,  Please refer to Governance page for more information.

Cancer navigator:

A Cancer Navigator is a health care practitioner who is eclectic in terms of an overall view of cancer treatments and services offered to patients. They are required to be qualified and skilled; have longevity in the field of cancer supportive care medicine, understand the importance of psycho-oncology and emotional support and therefore, be able to help patients to safely find their way through the complex cancer maze.


Before signing up to a Survivorship Action Plan. (formerly called package) you need to consider this crucial question…. Are you “navigable” as a patient? In January 2019, GGI changed video call protocols (Skype, Zoom and FaceTime) to accommodate this issue. Not all patients are suitable for a navigation plan and therefore we encourage you to read the following. As mentioned your navigator has 49+ years’ experience in the field of cancer supportive care medicine and will offer you their best opinion/advice regarding important factors; some that are crucial and life-saving and can impact your outcome.

Self-management. Are GGI Plans appropriate for you?

From Grace Gawler; ” Most patients find the GGI because they have tried to be empowered & innovative in finding solutions to their cancer.  We commonly see patients who have bounced from self-prescribed treatments to integrative & nutritional doctors to alternatively focused integrative clinics & hospitals. They find our institute because these treatments have failed them. Most have advanced cancers that are now difficult to treat after they have often spent a fortune on treatments they believed were personalised, but on analysis; were just one-size-fits-all treatments.

We emphasise that we only collaborate with medical professionals with whom we have a built a long term trust-based professional relationship whose focus is on patient centred care. These experts, along with the GGI guidance, form the hub of our dedicated Cancer Survivorship Action Plans.”

THEREFORE: If you are a cancer patient who wishes to mix and match alternative, complementary and conventional medicine yourself  – with a small amount of input from your cancer navigator – then GGI regrets to inform you that a navigation plan is not for you.

If you are currently involved in a Clinical Trial in your home country or overseas, once again my Cancer Survivorship Action Plans are not for you. This is because of the ethics involved in your participation in a Trial.

In our experience, many alternative medicine ‘entrepreneurs’ (the internet abounds with them) give advice that, if followed, can be very damaging to cancer patients. If a patient wants to include these alternative ‘practitioners’ in their team, again GGI suggests the navigation plan is not for you.

It is a requirement that you will have read these terms of service prior to committing to a survivorship action plan. Therefore, if the plan has already been purchased and GGI determines the stipulation above are being ignored or contravened, then the navigation plan will be terminated. This is your responsibility and there will not be a refund.

Intellectual Property: 

We remind our patients and their families that material produced by the GGI, e.g. manuals and information about our referral system and expert medical consultants as well as results of genomic tests, are governed by confidentiality laws and therefore are not to be exchanged between patients, nor any third party without permission from GGI. Ad hoc distribution of GGI copyright material without permission is not permitted.

Oncology involvement:

If you choose not to involve an oncologist or oncology staff in your recovery program, GGI cannot take responsibility for your choice. GGI considers the inclusion of an oncologist to be essential. As a part of our cancer education protocol, we will encourage you to create a team of proactive health practitioners, including an oncologist. Remember that an oncologist is an expert in the field of cancer’s nature, behaviour and treatments. Upon request, we can refer you for oncology second opinions.

Treatment choices:

We exist because we are committed to helping cancer patients achieve best outcomes. Therefore, we encourage you to think carefully about your cancer treatment choices and ask that you communicate with GGI whenever you have concerns or questions.


This is often misinterpreted word when it comes to managing illness, especially when patients wish to be self-empowered. In GGI’s experience with cancer we have seen that it is very easy for self-empowerment to become self-destructive. An example of this is a patient who was told to visit their doctor for anti-DVT medication/advice before travelling overseas for cancer treatment. Supplied Clexane by their GP on our recommendation, some patients chose to leave it unused Clexane unopened. Patients have died as a result of DVT because they had not prioritised preventing DVT and embolisms. Please refer to:

Our terms of service covers: Skype, Zoom or Facetime video consultations and our Cancer Navigation Survivorship Action Plan. Initial video consultations are designed for the patient to explore services offered by GGI. The GGI also evaluates if the service that GGI can offer is appropriate for the client as well as in the best interest of both parties.

Your first Skype, Zoom or Facetime consultation & patient involvement:

Whilst GGI appreciates that cancer patients may be unwell or impacted by treatments; and that friends and relatives are often desperate to help; it is essential that the patient (not family or friends) email GGI with their inquiry. It is essential it is the patient who is proactive in making all arrangements for the consultation including organising medical documents and summarising their medical history. In compliance with the privacy Act, it is a requirement that the patient completes the GGI online Questionnaire, not a relative or friend. This request relates not only to the Privacy Act, but also to patient empowerment and the importance of patients having a sense of control over their lives and medical affairs. By dealing directly with the patient – we all avoid a lot of difficult points of health laws with regards to privacy.

Video consultations – Patient inquiries:

It is essential for many reasons including patient privacy and empowerment that cancer patients take the leading role in all consultations including video consultations. Regulation regarding the privacy of health care information is particularly complex and strict when it comes to these matters. It should always be patient’s choice to have a family member present during the consultation, but it must be the patient who takes the leading role. Although we encourage family involvement and support, it must be the patient who makes inquiries and takes a leading role in their healthcare choices and decisions.

Fees for Video Consultations:

A fee for a 60-minute video consultation is clearly stated on the GGI website as is its purpose. Please read so that you are informed and consent to the service provided. Please refer to:

Fees for Emails:

Emails to clients or doctors, clinics, hospitals, pathology laboratories on the patient’s behalf, will be charged in 15 minute blocks and debited against the respective Survivorship Action Plan

Fees for Skype SMS communications:

Skype SMS to clients will be charged in 15 minute blocks and debited against the Survivorship Action Plan.

No-Show Policy:

Failure to keep a video consultation appointment without previous notification, GGI reserves the right to charge for the unattended 1 hour consultation time that has been set aside. The 1 hour will be debited from the patient’s Survivorship Action Plan fee. Disclosure of health information and impaired capacity: GGI is not in a position to offer assistance to patients who have impaired capacity and who need to have a carer or other person act on their behalf. As a relatively small organisation, we simply do not have the staff or funding to assist with these often-complex situations. There are many organisations well qualified and equipped to take care of persons with impaired capacity, ensuring their rights and privacy are properly catered for. GGI will always answer an inquiry relating to assistance in these circumstances. We offer a free service via email outsourcing to any to our associates, groups, organisations and other bone-fide innovative resources.

Cancer Navigation – Survivorship Plan Clients:

The services provided in Survivorship Action Plan will have been explained to the you, the client, during a video consultation, via email and by reading the necessary pages on our GGI website that pertain to a cancer navigation plan/package. It is an expectation that you are aware of what a Survivorship Action Plan  involves from both GGI and from you, the client.

Cancer Navigation Plan:

This is our unique Survivorship Action Plan – the most comprehensive cancer assistance plan that GGI can offer. These Survivorship Action Plans are intensive work for GGI’s Cancer Navigator – they are designed to be cost-effective in the long term – rather than ad-hoc advice periodically. The model aims to provide direction, patient encouragement, high-quality information, referrals for second opinions and treatment considerations, continuity, and a point of contact when crucial questions/treatments or the unexpected arises. A Cancer Navigation Service includes assistance with logistics, treatment schedules, communications with your treating doctors and contact whilst the patient is in a foreign country – plus monitoring and referrals in a patient’s home country.


The patient must have 100% engagement with navigator when embarking on a Cancer Navigation Survivorship Action Plan. It is not appropriate for friends or relatives to make any decision for or on behalf of a cancer patient. when overseas medical travel is involved. If a patient is incapacitated during the course of a Survivorship Action Plan we request if possible, that the patient and not a family member, partner or spouse; sign a consent form providing permission for the family member to act on their behalf.


We take our responsibility seriously. A Cancer Navigation Survivorship Action Plan is essential and not negotiable for any patient who requests navigation and support whilst seeking treatment overseas, based upon GGI’s advice. Video consultations are intended for guidance, information and a discussion regarding options/second opinions and suitability for a Survivorship Action Plan . Intensive assistance from GGI’s Navigator requires patient enrolment in a cancer Survivorship Action Plan

Navigation Survivorship Action Plan – Genomic Service: 

At the beginning a Survivorship Action Plan  many pieces of information are required to best assist and direct patients. One of the key referrals we can offer to a patient via their treating doctor is direct access to private Genomic testing. This can take time for the Laboratory to procure tissue, perform tests and also to report on each patient’s results in a personalised manner. Sometimes there can be delays receiving samples and as well – tissue quality may not be of standard for DNA testing.

The Laboratory deals with many complex issues for each patient. Ethically, GGI and representative Grace Gawler is not allowed to dispense personal medical genomic reports or information to any patient without the patient having first consulted with a qualified Genomic-trained oncologist who will interpret the test and provide the patient with targeted treatment options. Once that consultation has occurred with an oncologist, GGI can proceed with assisting the client (patient) being proactive on behalf of the patient; assisting the oncologist and patient in a multi-disciplined manner which includes exploring options of targeted complementary medicine. As soon as patients receive their genomic results – they must consult with the recommended genomic specialist oncologist for interpretation. Reports are complex and can easily be misunderstood by patients. Type of genomic tests are recommended by the Laboratory (not GGI) and in conjunction with your treating doctors.

The Role of Targeted Complementary Medicine Prescriptions & Survivorship Action Plans

Prescribing complementary medicines is an integral part of all GGI’s Survivorship Action Plans. It is essential to obtain your prescriptive products via our password protected speciality store. GGI’s boutique, thorough and dedicated patient services, provides a One-Stop-Supportive & Personalised Hub that safely supports your oncology treatments.

From the outset, our Action Plan services negate patients having to source different treatment modalities from different healthcare practitioners thus saving time, stress, energy and inevitably avoiding the confusion of taking extra treatments not in your prescriptive Survivorship Action Plan Protocol.

During preliminary Action Plan consultations, the importance of adhering to prescribing of targeted complementary medicines is clearly explained. For your own safety and wellbeing, we ask that you adhere to GGI’s guidelines re prescriptive complementary medicines.

The Grace Gawler Institute provides an online store where hand-picked practitioner and research grade products are made available only to our clients. We do not hold stock of these products, but order from our various suppliers, as patients require them. We add new products according to patients’ needs.

It is essential to obtain your prescriptive products via our password protected speciality store for the following reasons: If patients purchase GGI’s prescriptive products from another source, the specified protocol design and therapeutic chain is disrupted and the opportunity for ongoing monitoring fails.

Adherence to your prescription complementary meds means that:

  • Grace can track symptoms and side effects whilst providing ongoing monitoring via regular blood tests that should be provided by your GP or oncologist.
  • Constant contact with Grace means she is regularly updated with your general health and cancer situation.
  • Continuity of contact may result in early discovery of recurrence or other conditions NOT related to your cancer that may impact your wellbeing/survivorship.
  • Treatment resistance can occur with complementary medicines as with conventional cancer treatments. Sometimes they need to be changed or dose adjusted.
  • As a backup – Grace monitors the GGI online Cancer Speciality store. If she has no record of your purchases, we assume you are not following our protocol and guidelines – and follow up is therefore not possible.
  • Brand substitution can sometimes occur meaning patients take a less therapeutic product, one that do harm or interfere with other treatments including those that are medically prescribed.

At the completion of your first Survivorship Action Plan which may be either the, Turning Point Plan-10 hours of mixed services, the Platinum Plan-15 hours of mixed services, the Platinum Plus Plan-20 hours of mixed services for overseas referrals; we offer long term discounted Renewal plans as well as maintenance and monitoring Action Plans. Please refer to Survivorship Action Plans on the website.

We strongly recommend that patients who have recovered & cancer free, take advantage of our Maintenance and Monitoring Action Plans.

Registering for services:

When you register for a Cancer Action Plan, you can take advantage of a significant therapeutic and knowledge-based relationship with a qualified and highly experienced Cancer Navigator. Because of its uniqueness, there is no benchmark for the services provided. The level of thoroughness, record-keeping, in-depth research, forensic approaches, referrals to specialists for second opinions – both here in Australia and overseas, set a high standard of excellence in Cancer Navigation.
NB: It must be the patient who registers for the service and the patient who signs the consent form.

Registering and Completing a payment for GGI services:

Implies that you have read our Terms of Service and understand the process and services provided by Skype, Facetime or Zoom video consultations. GGI provides detailed information on its website regarding ALL SERVICES. These services are clearly labelled on the website’s menu.


Payments for video consultation and Survivorship Action Plan are receipted through our secure provider Paymate. The reference number will state the service you have paid for on the transaction receipt. We do not issue any further receipt and we consider this to be your official receipt.

Refunds – GGI Termination of the agreement:

Please be informed that if you have registered and paid for a Survivorship Action Plan, that the fee is not refundable except in exceptional circumstances. One primary reason for this is that we can take on no more than 2 navigated patients per month. Not continuing with the plan or breaking the terms of agreement means another patient may miss out on the opportunity to join a cancer navigation plan in you place. It is your responsibility to have read these terms of service. It is understood you have therefore made your payment with informed consent. In the case of exceptional circumstances: e.g. financial hardship – we require proof.

The first step of the process is a video consultation with the navigator. NEXT: The issue would be taken to a directors meeting and a decision made regarding legitimacy of the claim. In certain circumstances, where a Survivorship Action Plan  has been purchased but not utilised for legitimate reasons; delayed services can be provided under special arrangement agreement with the client. Standard business structures are implemented. Fee for service and residual from sale of any product goes directly to the GGI and not directly to GGI representatives.

GGI Termination of the Agreement:

If after 6 months the client/patient has not contacted us nor RENEWED their Survivorship Action Plan , the Agreement, under Terms of Service is considered expired. GGI reserves the right to terminate the agreement if patients have not acted appropriately according to the terms of service requirements.

Respectful relationships with Medical networks and Associates of the Grace Gawler Institute (GGI)

The Grace Gawler Institute’s national and international medical networks, hospitals, clinics, and associated colleagues have been created by us over many decades for the benefit of cancer patients.

Most cancer patients (clients) who contact us have been diagnosed with either stage 4 cancer, a rare cancer or cancer alongside other medical condition.

Consequently, many of our clients (patients) fall outside standard of care. By necessity, the colleagues to whom we refer clients for hi-tech diagnostics, treatment opinions and options, are all highly qualified, skilled and dedicated in their particular fields.

GGI patients are privileged to have our associates assisting them. Rudeness, abuse, and inappropriate behaviour including ill-informed/erroneous critiques to other health professionals, generally bad-mouthing colleagues on social media or patient forums, will not be tolerated.

We understand the stress that a cancer diagnosis brings to a patient, family, and friends, but GGI emphasises that being diagnosed with cancer, does not give patients clients permission to dump anger and abuse towards our colleagues. If you or a family member is aware of anger management issues, please seek the services of psychologist who works in the area of cancer.

Many of our medical colleagues have been through cancer themselves or have had a close family member with cancer.

  • GGI is highly protective of these colleagues, networks, associates, and medical relationships.
  • We do not wish to see our colleague’s suffering burnout, stress or distress due to GGI’s referred clients’ inappropriate behaviours.
  • Inappropriate behaviour by either patients or their families may also mean that other patients may not be able to utilise future services of these invaluable experts.
  • As a part of our service ethics GGI insists upon a respectful relationships with our referred service providers.

It is a GGI requirement that ALL clients treat our colleagues and the GGI with the utmost respect and expected common decency.

Failure to do so will result in immediate cancellation of any Survivorship Action Plans at any stage of the PLAN.

GGI always encourages remedial responses and thus allows for apologies to any colleagues who have been on the receiving end of inappropriate behaviours and apologies to other colleagues who have been involved in the gossip-chain regarding any the above. We suggest that mediation services be undertaken by an independent legal medical mediator.

Conflict resolution:
We understand dealing with cancer is extremely traumatic and may create emotional trauma; a roller-coaster for many patients. With this in consideration, we suggest every effort to establish amicable dialogues between the patient and GGI whilst problems are being resolved, should be the standard. The first step would be a video call discussion with your navigator. Since diplomatic dialogue will have been employed by the GGI in an attempt to resolve a conflict; abusive emails, negative Facebook or Google reviews, will not be tolerated and the Survivorship Action Plan contract will be terminated without refund and regardless of the registration date.

Additional Services – Our Maintenance and Monitoring Plan:

The Maintenance and Monitoring Plan is geared to assist patients who have completed at least two intensive full navigation packages and whose cancer situation is stable or in remission; requiring ongoing maintenance and monitoring. It is ideal for ongoing continuity aimed at reducing crisis management and stress, often seen when patients have become complacent.

Preventing Cancer Recurrence:

This Survivorship Action Plan  is especially designed for patients who have been through chemotherapy, radiation and other cancer treatments and are now clear of cancer, but suffering significant, chronic side effects related to past treatment. For example; many patients suffer from inflammatory joint issues, nerve damage, or weakened bones to name a few. This is a true health restoration program and is made available to any former GGI clients or first time GGI clients who want to attend to improving their health based on evidence-based lifestyle changes, specific gene testing, exercise and stretch, complementary medicine or therapies.

Consent and Privacy Policy:

National Privacy Principle 5 requires our Practice (GGI) to have a document that clearly sets out its policies on handling personal information, including health information. This document, commonly called a privacy policy, outlines how GGI handles personal information collected (including health information) and how we protect the security of this information. For more information please refer to the ‘About’ section of our Website

Updating privacy policies:

The GGI is regularly updated regarding data collection and storage. We note that a new data notifications scheme was implemented under the Commonwealth privacy act, which commenced on 22 February 2018.

Privacy regarding GGI’s online Patient Questionnaire Form:

If you have joined a Survivorship Action Plan, you will have completed and submitted an online questionnaire. This information is only received by Grace Gawler, your cancer Navigator, for the purpose of your consultation. The information is security protected by several firewalls and an ‘in the cloud’ security system, in addition all patient related information is stored digitally on a password protected terabyte storage system.

Our Security:

This website is secured behind an Internationally accredited firewall which prevents intrusion of any outside, unauthorised parties. Should attempted breaches occur. We have many layers in our system to protect patient’s personal data. Internet security incurs the Institute a substantial monthly cost so that data is safe.


For reasons of medical ethics and confidentiality it is a requirement that we have your signed consent when handling your medical information. You must be the patient to complete the GGI Consent Form and online questionnaire. When giving consent to share your health information – for your peace of mind and our legal obligations; please be aware of how we  handle your information. We do not divulge any aspect of your personal information or health matters to any third parties, marketers or others unless we have written permission from you in a specific situation.

Your consent form outlines when necessary that you give permission for GGI’s cancer navigator to forward your medical information to oncologists for second opinion, for further diagnostic purposes, e.g. for genomic testing or for treatment to be provided overseas.

Protocol and Patient Online Questionnaires:

When your completed online form has been received by GGI you will be contacted by email. Prior to any service provided by GGI, a one-page consent form will have been be sent to the patient, completed, signed and returned before your video appointment will be scheduled. Other requested information is therefore obtained expressly with your consent. Our referral service for second opinions to Medical Centres of Excellence and specialists – nationally & internationally, requires your signed consent which is sent prior to a Skype call or signing up to a Survivorship Action Plan. By signing the consent form, GGI has permission to forward information to these specialists. Should any new entity (e.g. a bank, payment organisation such as OFX or Paymate that is non-medical) request consent to discuss any information about GGI patients, it is our policy that you will be contacted.

Term of Service Agreement – expiry period:

As a service provider, GGI, via its video consultations agrees to provide a one-off service for a set fee. Continuing services such as GGI Survivorship Action Plans that that comprise a set number of hours and specific services as outlined on our website, incur a set fee for service. Cancer navigation services can be utilised by the client/patient over a period as outlined for each perspective plan (refer to website) from date of registration/previous payment.

Rights, Responsibilities and Obligations of the Parties:

In working with GGI it is expected that:

  • You have read and agree with our Terms of Service and that you fully comprehend the scope & depth of our Video consultations and Cancer Navigation Services.
  • Trust is an imperative component of GGI’s approach.
  • Establishing a therapeutic relationship between you & the navigator is imperative. You excel in your role as a navigated patient.
  • You adhere to communication and compliance as advised.
  • You will disclose information that is critical to your care.
  • You know what we expect of you & what we provide.
  • You make sure our instructions or information to you is not misunderstand or misinterpreted.

Implementation of terms of service:

By selecting the Pay for Survivorship Action Plan icon (Paymate) online at our website, you acknowledge that you agree and comply with GGI’s terms of Service. On request – this terms-of-service agreement can be mailed to you in hard copy on the condition that it is signed & returned to our office at Grace Gawler Institute, PO Box 185 Swansea, Tas 7190. Should you have an issue with GGI or delivery of its services and you have not read your terms of service or requested our terms of service in hard copy; we request that you do so before contacting us.


This document pertains to the patient only, with whom each arrangement for services has been made. The client/patient will have signed a consent document and made the agreement with GGI. Grace Gawler Institute and its representatives work diligently in the best interests of the patient but cannot always be responsible for choices that the patient makes. By reading and agreeing with the Terms of Service; it is understood that the patient takes full responsibility for his or her decisions and waivers any actions by other parties against the Grace Gawler Institute.

These terms of service have approved by the director of the Grace Gawler Cancer Survivorship and Wellness Institute P/L.

ABN: 29657126193

Signed the director for the Grace Gawler Institute:

P J Cornall