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We are making some changes to how we manage cancellations and non-attendance at appointments for our disability services clients. These changes will come into effect on 1 October 2019.
From this date we will require at least two business days notice of any cancellation or non-attendance at a scheduled appointment. A business day is any day that is not Saturday, Sunday or a public holiday in the location you receive services. If we do not receive sufficient notice, then we will charge the client a cancellation fee equivalent to 90% of what they would have been charged had they attended the appointment.
This change is aligned to what is permitted under the most recent NDIS Price Guide (1 July 2019) and ensures that we are compensated for staff time when you are unable to attend at short notice.
Our approach is explained in the Disability Services Rescheduling and Cancelling Appointments Guideline, attached. If you have any questions about this guideline, please speak to your allocated staff member or contact us on 1800 236 762.