Cancellation Policy

Where a provider has a Short Notice Cancellation (or no show), they are able to claim 100% of the agreed fee associated with the activity from the participant’s plan, subject to this NDIS Pricing Arrangements and Price Limits and the terms of the service agreement with the participant.

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 two (2) clear business days’ notice for a support that meets both of the following conditions:
  • the support is less than 8 hours continuous duration; AND
  • the agreed total price for the support is less than $1000; or
• has given less than five (5) clear business days’ notice for any other support.

Providers can only claim from a participant’s plan for a Short Notice Cancellation of the delivery of a support item to the participant if all of the following conditions are met:

• this NDIS Pricing Arrangements and Price Limits indicates that providers can claim for Short Notice Cancellations in respect of that support item; and
• the proposed charges for the activities comply with this NDIS Pricing Arrangements and Price Limits; and
• the provider has the agreement of the participant in advance (that is, the service agreement between the participant and provider should specify that Short Notice Cancellations can be claimed); and
• the provider was not able to find alternative billable work for the relevant worker and are required to pay the worker for the time that would have been spent providing the support.

Claims for a short notice cancellation should be made using the same support item as would have been used if the support had been delivered, using the “Cancellation” option in the myplace portal.

There is no hard limit on the number of short notice cancellations (or no shows) for which a provider can claim in respect of a participant. However, providers have a duty of care to their participants and if a participant has an unusual number of cancellations then the provider should seek to understand why they are occurring. The NDIA will monitor claims for cancellations and may contact providers who have a participant with an unusual number of cancellations.

Example – Short Notice Cancellation

A one-hour support is scheduled for 10 am on a Tuesday following a Public Holiday Monday.

The participant cancels the support after 10 am on the Thursday before the Public Holiday Monday and the provider is not able to find alternative billable work for the relevant worker and is required to pay the worker for the time that would have been spent providing the support.

If the Service Agreement between the participant and the provider has included cancellation arrangements then the provider can claim for this support. The claim should be made at the agreed rate for the service against the relevant support item using the drop down field “Cancellation”.