Attendance Policy
Cancelled and Missed Appointments
We respect that your time is valuable and we appreciate that you understand ours is too. We require 24 hours notice to reschedule or cancel a session without incurring any cancellation fees. If you give us less than 24 hours (but more than 2 hours) notice a 50% cancellation fee will be charged. If you do not attend at all or give us 2 hours or less notice, a 100% cancellation fee will be charged. While we do generally send reminders to assist you to plan your time, we still expect families to track their own appointments.
These cancellation fees will be charged to your credit card, your NDIS Plan Manager or sent to you via an invoice. This fee must be paid within 7 days of the missed appointment in order to keep your future regular appointment times. If you do not pay this in a timely manner you risk future appointments being cancelled.
To cancel an appointment please contact your clinician or our admin officer on 03 9811 7052. If you get our voicemail, rest assured your message will be time-stamped and we will know that you have cancelled in a timely manner.
These cancellation fees will be charged to your credit card, your NDIS Plan Manager or sent to you via an invoice. This fee must be paid within 7 days of the missed appointment in order to keep your future regular appointment times. If you do not pay this in a timely manner you risk future appointments being cancelled.
To cancel an appointment please contact your clinician or our admin officer on 03 9811 7052. If you get our voicemail, rest assured your message will be time-stamped and we will know that you have cancelled in a timely manner.
Attendance Rate
Frequent therapy cancellations can mean that therapy becomes less useful as regular appointments are generally required. We have a very long waiting list and we feel a responsibility to the community to make the best use of our clinical time.
We require clients to maintain a 75% attendance rate (attending at least 3 of the previous 4 appointments) to continue to secure a regular appointment booking.
Rescheduling instead of cancelling offers a way of reducing missed/cancelled appointments. We understand that our families are very busy, juggling multiple appointments, work and school commitments and it is not always possible to attend planned appointments. If you know ahead of time you are not able to make an appointment, rather than cancelling, please consider either rescheduling the day/time to another that works better, close to the original appointment (within 7 days), or to use the time as a parent session or a telehealth session. Our clinicians' and admin team will try to facilitate this and offer some flexibility with appointments where we can. Please note though frequent rescheduling will not be an option. If you are unable to commit to your appointment schedule please talk to our admin team or your clinician to explore your options.
We require clients to maintain a 75% attendance rate (attending at least 3 of the previous 4 appointments) to continue to secure a regular appointment booking.
Rescheduling instead of cancelling offers a way of reducing missed/cancelled appointments. We understand that our families are very busy, juggling multiple appointments, work and school commitments and it is not always possible to attend planned appointments. If you know ahead of time you are not able to make an appointment, rather than cancelling, please consider either rescheduling the day/time to another that works better, close to the original appointment (within 7 days), or to use the time as a parent session or a telehealth session. Our clinicians' and admin team will try to facilitate this and offer some flexibility with appointments where we can. Please note though frequent rescheduling will not be an option. If you are unable to commit to your appointment schedule please talk to our admin team or your clinician to explore your options.