Attendance Policy
Cancelled and Missed Appointments
We understand that life can be unpredictable, and sometimes plans need to change. However, consistent attendance is important to support progress in therapy and to ensure we use our limited appointment times effectively.
We ask that you provide at least 24 hours' notice if you need to cancel or reschedule your session.
Cancellation fees apply as follows:
We do generally send reminders, but it is still your responsibility to keep track of your appointments.
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How to Cancel
You can cancel by contacting your clinician directly or calling our admin team on (03) 9811 7052.
If you reach voicemail, rest assured your message will be time-stamped and we’ll use that to determine if the cancellation was made within the required time frame.
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Attendance Rate Expectations
To ensure continuity of care and fair access to services, we require clients to maintain at least a 75% attendance rate—this means attending at least 3 out of every 4 appointments.
Regular cancellations can interrupt therapy and prevent other families on our waitlist from accessing services. Holding a regular appointment time is contingent on consistent attendance.
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Rescheduling Instead of Cancelling
If you’re unable to attend your appointment, we encourage you to reschedule rather than cancel where possible. This may include:
We’ll do our best to offer flexibility when we can. However, frequent rescheduling may not be sustainable. If your schedule has become difficult to maintain, we encourage you to speak with your clinician or the admin team about alternative options.
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Payment of Cancellation Fees
Cancellation fees may be processed through:
If you're unable to pay your invoice on time, please contact our admin team to arrange a payment plan. We are happy to work with families to find a solution.
If invoices remain unpaid and no payment plan is in place, we may refer the matter to a debt collection agency. In such cases, a collection fee of 20% of the outstanding balance may be added to your account to cover administrative costs associated with recovering the debt.
We ask that you provide at least 24 hours' notice if you need to cancel or reschedule your session.
Cancellation fees apply as follows:
- More than 24 hours’ notice – No charge
- Between 2 and 24 hours’ notice – 50% of the session fee
- Less than 2 hours’ notice or non-attendance – 100% of the session fee
We do generally send reminders, but it is still your responsibility to keep track of your appointments.
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How to Cancel
You can cancel by contacting your clinician directly or calling our admin team on (03) 9811 7052.
If you reach voicemail, rest assured your message will be time-stamped and we’ll use that to determine if the cancellation was made within the required time frame.
---
Attendance Rate Expectations
To ensure continuity of care and fair access to services, we require clients to maintain at least a 75% attendance rate—this means attending at least 3 out of every 4 appointments.
Regular cancellations can interrupt therapy and prevent other families on our waitlist from accessing services. Holding a regular appointment time is contingent on consistent attendance.
---
Rescheduling Instead of Cancelling
If you’re unable to attend your appointment, we encourage you to reschedule rather than cancel where possible. This may include:
- Moving the appointment to another time within 7 days,
- Converting the session to telehealth, or
- Using the time for a parent-only session.
We’ll do our best to offer flexibility when we can. However, frequent rescheduling may not be sustainable. If your schedule has become difficult to maintain, we encourage you to speak with your clinician or the admin team about alternative options.
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Payment of Cancellation Fees
Cancellation fees may be processed through:
- Your credit card on file,
- Your NDIS Plan Manager, or
- In person in the office or EFTPOS over the phone
- The invoice, which must be paid within 7 days.
If you're unable to pay your invoice on time, please contact our admin team to arrange a payment plan. We are happy to work with families to find a solution.
If invoices remain unpaid and no payment plan is in place, we may refer the matter to a debt collection agency. In such cases, a collection fee of 20% of the outstanding balance may be added to your account to cover administrative costs associated with recovering the debt.