Cancellation, Withdrawal and No-Show
What is a cancellation?
CPA has two types of cancellations:
What is a withdrawal?
Most Therapy group programs run as a ‘Program of Support’ (PoS) as per NDIS Pricing Arrangements and Price Limits. Programs of Support are charged on the total price in the Service Agreement, whether the participant attends the session or not. To withdraw from a PoS, we require at least 2 weeks’ notice in writing. Refer to your Service Agreement for further details on whether your group service is a group PoS.
How do I reschedule or cancel an appointment?
To reschedule or cancel an appointment, please notify your service directly via your usual site contact phone number or email. If you are unsure of these details, please phone us on 1300 888 378. Or you can cancel
your appointment anytime using MyCPA – ask your Client Services Consultant for more details.
What happens if I cancel with short notice?
In line with NDIS Pricing Arrangements, if you Cancel With Short Notice, we will charge you for the service that would have been delivered at your appointment.
| Service type | Notice period provided * | Fee charged |
|---|---|---|
| Individual appointment/session for any service | No notice or less than 2 clear business days * | Full cost of the planned service |
| Therapy, Lifestyles & Respite Group Services | No notice or less than 2 clear business days * | Full cost of the planned service |
| Programs of Support – non-attendance at a session (one-off) | Not applicable – All cancellations charged | Full cost of each unattended session |
| Programs of Support – withdrawal from Program with notice | Less than 2 weeks’ notice | Full cost of all sessions in the 2 weeks following the notice |
| Programs of Support – withdrawal from Program without notice | No notice | Full cost of all sessions in the 4 weeks from the first non-attendance |
| Respite – overnight stays | Less than 2 clear business days * | 50% of the cost of the planned service |
* A clear business day is a full working day that is not Saturday, Sunday or a public holiday in the location you receive services.
For example, if you have an appointment or service on a Thursday, you will need to contact us by Monday to cancel or reschedule in order to not be charged the full fee for the appointment or service.
You will be invoiced if you Cancel With Short Notice in the above circumstances. If you have any queries or concerns, please contact your Client Services Consultant.
If you regularly cancel or miss appointments, we will contact you to see how we can support your ongoing participation in CPA services.
What happens if CPA cancels my appointment?
We will aim to give you as much notice as possible regarding changes to appointments. If staff are unwell, we will contact you as soon as possible to offer a different staff member for your appointment (if appropriate) or to reschedule the appointment with your original staff member.
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Version 6 – 02/07/24
