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This policy outlines how Hear and Say manages client cancellations.


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.


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.


This policy has been introduced due to the impact of clients failing to show up for appointments, and for cancellations at very short notice. The professional staffing and other costs associated with this time are significant for a charity such as Hear and Say. Short-notice cancellations and no-shows also limit our ability to book in other clients that would benefit from our service.

Yes, you can make another booking; however, a cancellation fee will still apply to the original cancelled appointment. 

Hear and Say does offer vacated appointment times to other clients if this is feasible; however, clients typically reserve a specific day and time over an extended period.  As a result, ad hoc vacancies are often not suitable for other clients as that day/time is unlikely to be available in future weeks. Few clients benefit from the availability of a single, ad hoc session.

Hear and Say’s cancellation policy is consistent with the NDIS Pricing Arrangements and Price Limits.

We aim to provide the best possible services to support all of our clients and appreciate and encourage any compliments, complaints, feedback and suggestions. Clients can submit feedback or complaints via Hear and Say’s website here.


Online learning

From tinnitus, to cytomegalovirus, to teaching kids with hearing loss – further your knowledge with our on demand webinars.

2022-23 Annual Report

Read about the 300 babies born with hearing loss in Australia each year, and how Hear and Say continued to change lives this year.

Celebrating powerful communicators

Four courageous children and clients of Hear and Say shared their stories at the inaugural Power of Speech event.

Workplace giving

“The program gives our staff a sense of pride in the company and for the work they do at Sci-Fleet." – Allison Scifleet, Guest Experience Manager, Sci-Fleet Motors.

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