Tis the season for cancellations and our network forum is buzzing again with questions on this topic.
“What’s your policy?”
“How many reminders is too many?”
“What if they just don’t pay?”
“Do you cancel the next session?”
Given we’re navigating the tangle of Fair Work, NDIS rules, team costs, and client care, not to mention bouts of winter illness, it’s any wonder things can get a little murky.
We typically see that the AHB standard is now aligned with NDIS Short Term Cancellation notice period of 2 clear business days for non DSW Cost Model Services (business days are defined as 9am to 5pm and public holidays equal 1 business day).
What this looks like – if a client has a therapy session booked for Friday at 9am, then the client can cancel any time before close of business Tuesday without being charged the agreed cancellation fee. We suggest that you document these points in the client’s file just in case.
Now ‘agreed’ is the key word here, every single client needs a Service Agreement. The SNC should only be claimed when the client’s agreement to the terms is documented in a Service Agreement, when the provider cannot find alternative billable work for the worker affected by the SNC and when the provider is required to pay the worker for the booked service.
Simple in theory. Messy in practice.
And yes, if you want to waive the fee? You can. That’s your call.
Just a heads up — not all services fall neatly into these categories. There are some anomalies in the current NDIS categorisation, so double-check where your services sit.
Interesting to note that Therapy supports and Early Childhood supports account for 37% of all short notice cancellation claims.
Most clinics send a couple of reminders — one a week out, then another inside that two-day window. Makes sense, especially if you want to give people every chance to show up.
But there’s a growing cohort doing the opposite – No reminders. Clear policies. Firm expectations.
And guess what? They’re reporting fewer short notice cancellations. Turns out, when you clearly communicate expectations, people tend to rise to them.
Food for thought, right?
Further foxy questions
For an offsite therapy session, do you still charge the travel time allocated to providing the service?
How many cancellations in a time period will you tolerate before a client’s program is paused?
What does an attendance policy look like?
All this brings us to the elephant in the therapy room – what do we do when clients refuse to pay the SNC full session fee?
If a client refuses to pay the SNC fee, you need to act quickly, and with consistency. Your Service Agreement should spell out what happens next.
Some businesses go with:
‘No pay, no play’ strategy — services stop the day after the 5-day payment term. Others opt for payment plans and a ‘we’ll let this one slide but next time…’ approach.
Whatever your stance, the most important thing is that you’re clear, and you follow through. Because at the end of the day, your time, your team and your policies matter.
This change touches more than just cancellation fees — it has ripple effects across service agreements, rostering, and compliance. It’s worth reviewing your policies and your team’s options when a session falls through.
It’s not about being harsh. It’s about leading with consistency, clarity and confidence.
If you have questions about navigating the complexities of the NDIS, reach out to our expert NDIS Coach, Chantelle Robards for 1-1 guidance. She’ll be happy to help you navigate risks, future-proof your policies and translate changes and what they may mean for your business.
