1. Purpose

Social Sense Allied Health (SSAH) aims to provide reliable, equitable and accessible appointments. Late cancellations and non-attendance prevent another client, including a person who may have waited for an appointment, from using the reserved time. This policy explains how to cancel or reschedule, what happens when a client is late or does not attend, and when a fee is charged.

2. Scope

This policy applies to all SSAH appointments, including face-to-face, telephone and telehealth appointments, unless a written service agreement, funder rule or applicable law requires a different arrangement. A reference to cancellation includes rescheduling.

3. Governing principles

Transparency. Fees and notice requirements are communicated before or during intake and reinforced in reminders and service documents.

Fair access. Reserved appointment time is managed consistently so appointments remain available to clients who need them.

Respect. Clients are asked to give as much notice as possible, and SSAH recognises that unexpected circumstances can arise.

Consistency. The same notice standard applies to cancellation and rescheduling unless a written exception applies.

4. Definitions

Two clear business days: two complete SSAH business days between the time SSAH receives notice and the scheduled appointment; weekends and Victorian public holidays are not counted.

Late cancellation: a cancellation or rescheduling request received with fewer than two clear business days' notice.

Non-attendance: failure to attend a scheduled appointment without prior notice, also described as a no-show.

Scheduled fee: the full fee that would have been charged for the reserved appointment.

5. Legal, ethical and professional framework

SSAH applies this policy consistently with the following requirements, where relevant:

• Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law.

• Applicable NDIS pricing arrangements, service agreements and provider obligations, where the appointment is NDIS-funded.

• Applicable WorkCover, Medicare, DVA, EAP, Victims Services, Home Care Package or other third-party funding rules.

• AASW Code of Ethics 2020 and current AASW Practice Standards.

6. Cancelling or rescheduling

Clients should give as much notice as possible and must provide at least two clear business days' notice. Notice may be given by:

• phone or text to 0435 005 669; or

• email to hello@socialsense.com.au.

Notice is effective when received by SSAH through one of these channels. Clients should retain confirmation where possible.

7. Late arrival

A client who arrives up to 30 minutes late may use only the time remaining in the scheduled appointment; the appointment will not be extended. If the client is more than 30 minutes late, SSAH may cancel or reschedule the appointment and charge the cancellation fee.

8. Non-attendance

If a client does not attend and gives no prior notice, SSAH will record a non-attendance and charge the full scheduled fee.

9. Repeated cancellations, rescheduling, lateness or non-attendance

Where there is a pattern of repeated late cancellation, rescheduling, late arrival or non-attendance, SSAH may charge the full booked fee, require prepayment, limit future bookings or review whether the current booking arrangement remains workable. SSAH will communicate any additional measure to the client.

10. Cancellation fee and payment

The cancellation fee is the full scheduled fee. SSAH may invoice the client, charge an authorised credit card, seek payment by bank transfer or invoice an eligible third-party funder. Any deposit may be applied to the cancellation fee. The client remains responsible for any amount not paid by a funder.

The invoice must be paid in full within 14 days. Outstanding fees must be paid before further appointments can be booked or attended, unless the Director, SSAH confirms another arrangement in writing.

11. Exceptional circumstances and legal rights

The Director, SSAH may waive or reduce a fee after considering serious and unexpected circumstances, the client's service and funding arrangements, prior attendance history and fairness to other clients. A request for discretion does not guarantee a waiver. Nothing in this policy excludes rights that cannot lawfully be excluded under the Australian Consumer Law.

12. Communication, records and review

SSAH communicates this policy during intake and through appointment reminders, service agreements or other correspondence. Cancellations, non-attendance, decisions and fees are recorded in the relevant client and billing records. Material changes will be communicated in a timely manner and, where appropriate, discussed with clients.

References

Competition and Consumer Act 2010 (Cth), Schedule 2 - Australian Consumer Law. https://www.legislation.gov.au/C2004A00109/latest

Australian Competition and Consumer Commission. Consumer rights and guarantees. https://www.accc.gov.au/consumers/buying-products-and-services/consumer-rights-and-guarantees

NDIS Pricing Arrangements and Price Limits. https://www.ndis.gov.au/providers/pricing-arrangements

Australian Association of Social Workers. Code of Ethics 2020. https://www.aasw.asn.au/about-aasw/ethics-standards/code-of-ethics/

Document contact

For questions or concerns about cancellations, rescheduling or fees, contact the Director, SSAH on 0435 005 669 or hello@socialsense.com.au. Correspondence may also be sent to PO Box 212, Brunswick VIC 3056.