Cancellation of Appointments
This includes weekly, fortnightly and monthly appointments.

• Payment is to be made at the beginning of all appointments.
• Where 48 hours notice is not provided, 100% of the consultation fee will be charged for any cancellations unless another client can be booked into this appointment time. Any waiver of this fee is at the discretion of management.
• No shows will be billed at 100% of the consultation cost.
• Rescheduling will be prioritised and if 2 unplanned cancellations occur the appointment spot will not be maintained.

Spring Forward Family Centre will adhere to the latest NDIS Cancelation policies as outlined. These are subject to change and will be implemented with immediate effect. More information can be found at as per current Schedule of Supports Price Guide/NDIS Support Catalogue provided by NDIS.

Clients will be notified of policy changes via the company newsletter. As of the service agreements creation, the current cancellation policy is outlined as follows.

Where a provider has a short notice cancellation (or no show) they can recover 90% of the fee associated with the activity, subject to the terms of the service agreement with the participant. Providers are only permitted to charge for a short notice cancellation (or no show) if they have not found alternative billable work for the relevant worker and are required to pay the worker for the time that would have been spent providing the support.

A cancellation is a short notice cancellation if the participant:

  • does not show up for scheduled support within a reasonable time, or is not present at the agreed place and within a reasonable time when the provider is travelling to deliver the support; or Service Agreement – Spring Forward Family Centre| Updated October 2020 Page 11
  • has given less than two (2) clear business days’ notice for the support that meets both of the following conditions:
    o the support is less than 8 hours continuous duration; AND
    o the agreed total price for the support is less than $1000; or
  • has given less than five (5) clear business days’ notice for any other support.

Claims for a short notice cancellation should be made using the same support item as would have been used if the support had been delivered, using the “Cancellation” option in the Myplace portal. When claiming cancelled support the provider should claim for the full agreed price of the support and indicate in the payment system that the claim is for cancellation. The payment system will reduce the claim to 90% of the full agreed price.