Cancellation Policy

1. Purpose

This policy ensures that cancellation processes are fair, transparent, and clearly understood by participants before services begin. We are committed to applying this policy consistently and compassionately - we understand that life happens and genuine emergencies cannot always be avoided.

This policy is informed by the current NDIS Pricing Arrangements and Price Limits (updated annually), which sets out the short-notice cancellation rules that apply to NDIS-funded supports. Safe Hands will only charge cancellation fees in accordance with these rules and where the participant’s Service Agreement clearly states the terms.

2. Participant Cancellations

2.1 Notice Requirements

Participants (or their representative) must notify Safe Hands of a cancellation as soon as possible - ideally by phone on 0485 553 397. The notice period that applies depends on the type of support:

If notice is given within the timeframes above, or if the participant does not attend (no-show), Safe Hands may charge up to 100% of the agreed support price in accordance with the NDIS Pricing Arrangements and Price Limits.

2.2 Conditions for Charging a Short-Notice Cancellation Fee

In line with NDIS Pricing Arrangements, Safe Hands will only claim a short-notice cancellation fee when all of the following apply:

• Notice was not given within the required timeframe for the support type, or the participant did not attend (no-show), or access to the participant’s agreed location could not be obtained at the scheduled time
• Safe Hands has not been able to find suitable alternative billable work for the worker during the cancelled session time
• Safe Hands is required to pay the worker for the cancelled session
• The cancellation terms are documented in the participant’s signed Service Agreement

Cancellation fees are claimed in accordance with the current NDIS Pricing Arrangements and Price Limits for the relevant support category. Any annual limits or claim restrictions set out in the Pricing Arrangements will be observed.

3. Genuine Emergencies & Extenuating Circumstances

Safe Hands acknowledges that short-notice cancellations sometimes occur due to genuine emergencies - sudden illness, a medical crisis, or a significant unexpected family event. In these circumstances, we will:

• Consider waiving or reducing the cancellation fee at the Director’s discretion
• Never apply cancellation fees in a way that disadvantages participants experiencing genuine hardship
• Ask participants to notify us as soon as they know a cancellation is needed - even if the notice period has passed

If you believe a fee has been charged unfairly, please contact us to discuss. We will review and respond within 5 business days. You may also make a formal complaint under our Feedback & Complaints Policy (POL-CMP-001).

4. Provider-Initiated Cancellations

Occasionally, Safe Hands may need to cancel or reschedule a support - for example, if a worker is ill, there is an emergency, or extraordinary circumstances affect service delivery. When this occurs:

• We will notify the participant (or their representative) as early as possible
• No cancellation fee will be charged to the participant for a provider-initiated cancellation
• We will make every effort to provide alternative coverage or reschedule the support as soon as possible
• If the cancellation affects a critical daily support, we will prioritise finding a replacement worker or alternative arrangement

5. How to Cancel a Support

• Phone: 0485 553 397 - preferred for urgent or same-day cancellations
• Email: [email protected]
• Through your client dashboard (if applicable)

Please always include: your name, the scheduled date and time, and the support being cancelled. If you are cancelling on behalf of a participant, please identify yourself.

6. NDIS Plan-Managed and Self-Managed Participants

For plan-managed participants: Cancellation fees (where applicable) are claimed from the participant’s NDIS plan funding and paid to Safe Hands by the plan manager. The participant does not pay out of pocket.

For self-managed participants: Cancellation fees are invoiced to the participant or their representative and must be paid within 14 days of the invoice date.

For NDIA-managed participants: Cancellation fees are claimed directly from the participant’s NDIS plan through the NDIS portal, subject to NDIA rules.

7. Related Documents

• Service Access & Exit Policy (POL-SAE-001)
• Feedback & Complaints Policy (POL-CMP-001)
• NDIS Pricing Arrangements and Price Limits (current version)