Cancellations Explained

Simply put, a short notice cancellation, or no show, is where 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 seven (7) clear days’ notice for a support.

Yes you read that right – 7 days notice!

This is a question we frequently get asked, and for a long time it has been a 2-day cancellation period term. But on 1 July 2022, the NDIS changed the rules and are now allowing for up to 7 days’ notice for a cancellation. This means if you cancel within 7 days the provider can (at their discretion) charge 100% of their agreed rate. It’s important to discuss this with your provider when signing a service agreement as not all providers ask for the 7-day period.

The following criteria need to be met before a cancellation can be charged:

1. The provider has the agreement of the participant in advance (that is, a service agreement between the participant and provider should specify that Short Notice Cancellations can be claimed); and

2. The amount charged cannot be more than the NDIS price limit for the support item; and

3. The NDIS Pricing Arrangements and Price Limits indicates that providers can claim for Short Notice Cancellations in respect of that support item (not all supports are subject to cancellation); and

4. 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.

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.

Participants are generally not required to pay exit fees, even when changing provider’s part way through a plan. A core principle of the NDIS is choice and control for participants, allowing them to change providers without expense.

Apoio – it simply means Support! Our reason for being is to support you the participant, your family, your providers, and the whole NDIS community. We are experts in plan management.

We want to maximise your choice and control. Before we process invoices, we provide up to 24 hours where Participants can investigate and cancel invoices. Participants can also opt-in to receive email invoice notifications so they can be alerted whenever we receive a new invoice to be claimed from their NDIS funding. This can act as a useful reminder and gives them time to look into whether a cancellation is needed.

If you want to know more, give Apoio a call and one of our plan managers will be able to assist you further. Call 1300 136 999 or email [email protected]

Apoio – Your Plan, Your Community, Your Choice.