Cancellation Policy

Our goal is to provide quality health care to all our patients in a timely manner. No-shows, late arrivals, and cancellations inconvenience not only our providers, but our other patients as well. Please be aware of our policy regarding missed appointments.

NDIS Cancellations: COVID-19
The current COVID-19 situation has significantly impacted all businesses. In order to help NDIS providers continue to support participants during this time, the NDIA has introduced a change to cancellation policy to assist ALL providers. NDIS participants will be charged a cancellation fee for ' short notice cancellation'. A cancellation is a short notice cancellation if the participant: 

  • does not show up for a 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

  • has given less than two (2) clear business days’ notice for a support that meets both of the following conditions:

    • the support is less than 8 hours continuous duration; AND

    • 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.

Where a provider has a Short Notice Cancellation (or no show) they are able to claim 100% of the agreed fee associated with the activity from the participant’s plan, subject to this Price Guide and the terms of the service agreement with the participant.  


Other ​Appointment Cancellations
When you book your appointment, you are holding a space on our calendar that is no longer available to our other patients. In order to be respectful of your fellow patients, please call us on 9756 5633 or 9756 1512 or Text reply to your SMS reminder as soon as you know you will not be able to make your appointment.

If cancellation is necessary, we require that you call at least 24 hours  in advance. Appointments are in high demand, and your advanced notice will allow another patient access to that appointment time.

Late Cancellations/No-Shows: cancellation is considered late when the appointment is cancelled less than 24 hours before the appointed time. A no-show is when a patient misses an appointment without cancelling. In either case, we will charge the patient $30 missed appointment fee.