This policy outlines how Hear and Say manages client cancellations.
Scope
This policy applies to all Hear and Say client services. The policy has been developed to reflect the NDIS policy with respect to Pricing Arrangements and Price Limits.
Policy
If seven days’ notice of cancellation is not provided, a cancellation fee will apply.
Cancellation fees
The cancellation fee is 100 per cent of the planned supports, inclusive of travel for the appointment.
Booking fee for hearing tests
For hearing test appointments, a deposit may be taken at the time of booking. This deposit will not be refunded if the appointment is cancelled within seven days.
Hardship policy
Hear and Say may waive cancellation or no-show fees in cases of hardship. If clients regularly miss or reschedule appointments, Hear and Say will contact them to understand how we can best support their needs and/or adjust the schedule of appointments.
Cancellations from Hear and Say
Hear and Say will endeavour to give clients as much notice as practical of appointment cancellations or changes. If a staff member is unwell, clients will be contacted as soon as possible and if appropriate, Hear and Say will offer the service through a different staff member. The client may also choose to reschedule the appointment with the original employee.
