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NDIS Cancellation Policy – Providers & Participants

What is the NDIS Cancellation Policy?

According to the National Disability Insurance Agency (NDIA), “a cancellation is a short notice cancellation if the participant: does not show up for a scheduled support within a reasonable time, or is not present at the agreed place and within a reasonable time when the provider is travelling to deliver the support; or has given less than ten (10) clear business days’ notice for any other support.”

To summarize, the NDIS Cancellation Policy says that a cancellation is deemed a short notice cancellation in the event that the participant provides less than two (2) full business days’ notice for a service meeting the following criteria:

● The continuous duration of the support equals less than eight (8) hours and the total cost for the support equals less than $1000; or

● The participant gives less than five (5) clear business days’ notice for any other service cancellation

According to the NDIS Cancellation Policy within the NDIA Price Guide, “A no-show is when: a participant does not attend or is not available for a scheduled service or; a participant is not in the agreed location at the agreed time for the service and; they do not notify the provider beforehand.”

If a participant submits a short notice cancellation or misses an appointment without providing notice (i.e., “no-shows”) , then the provider is eligible to claim up to 100% of the agreed upon cost of service, subject to the NDIS Cancellation Policy within the NDIS Price Guide and as laid out in your NDIS service agreement cancellation policy. The amount will be charged to and paid by your NDIS funding accounts.

In most cases, providers are also allowed to charge the participant an additional cancellation fee for missed appointments and short notice cancellations. The cost of this cancellation fee, sometimes a set value or a percentage of the total cost, typically varies by provider and your cancellation history.

Cancellations and claims are thoroughly outlined in the NDIS Cancellation Policy within the NDIS Price Guide. We recommend that both participants and providers reference the NDIS Cancellation Policy within the NDIS Price Guide for useful information regarding submitting a cancellation or a claim.


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When Should I Notify My Provider in the Event that I Can No Longer Attend my Scheduled Appointment?

In some scenarios, a scheduled appointment may turn out to be inconvenient as the appointment time approaches or a participant may simply forget they had scheduled the appointment altogether. Sometimes cancellations are necessary for various reasons, such as:

● The participant is unable to get out of bed due to their disability and does not have alternative transportation; or

● The participant has fallen ill; or

● The participant has been hospitalised; or

● Inclement weather conditions have made transport unsafe

Out of respect for your providers and their livelihood, the NDIS Cancellation Policy recommends that you notify providers of cancellations at least twenty four (24) hours in advance. This is especially important when providers are in high-demand or have a waitlist; providing adequate notice may allow another participant to access the opening in the provider’s calendar.


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Additional Resources

Patient Handling, Australia’s leading supplier of disability and mobility aids, is a registered NDIS provider. Patient Handling can help you understand the benefits of NDIS and connect you with an NDIS plan manager. You can contact Patient Handling by calling 1300 734 862.

Check out the Patient Handling blog to “Understand the NDIS and How You Can Benefit From It.” For more details on product coverage, read “What Mobility and Transfer Products Are Covered by NDIS.”


Further Assistance

For more information about NDIS service agreements, visit the NDIS Website or contact NDIS support at 1800 800 110 (Operating Hours: 8am – 8pm, Monday to Friday). If you require additional assistance, please contact myGov support or call at 1300 169 486 (Operating Hours: 7am – 10pm, Monday to Friday and 10am – 5pm, Saturdays and Sundays AEST).

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