Important update: Change to existing Cancellation Fee policy

Effective: 1 February 2024

To help us ensure that we can continue to provide our service and supports to as many people as possible it is important for us to be able to utilise all of our appointment availabilities in our schedules. As such, we need people to contact us if they are not able to attend an appointment this is why we now send a reminder text 72 hours before your appointment.

We understand that there are many things that may get in the way of being able to attend and unexpected events can happen. However, when we are notified that someone cannot attend an appointment we do our best to offer that opportunity to someone else. The more notice we are given about a cancellation the greater the opportunity that the appointment can be filled by someone else who may be seeking prompt or immediate support.

As such we have the following cancellation and non-attendance policy:

1. If you do not attend or provide less than 24 hours notice of cancellation – 100% of the appointment fee applies.
2. If you provide less than 48 hours notice of cancellation – 50% of the appointment fee applies.

Please note:

• The above costs are for therapy sessions only (Medicare will not rebate on a late cancel fee).
• Non-attendance/late cancellation fees for assessments will be the costs of the clinician’s time per hour for the time scheduled.
• The decision to apply or waive the late cancellation fee is made by your treating practitioner. This decision is not made by the administrative staff, and you are welcome to discuss the cancellation fee with your practitioner.

We thank you for your understanding and for assisting us in ensuring our services are available for as many people as possible.