From 1 July 2024, NDIS participants are only required to give two working days’ notice to cancel an appointment. This was reduced from the previous seven working days.
We recognise that for appointments on Mondays and Tuesdays, this updated NDIS policy may make it more difficult to cancel in time. While we will do our best to accommodate requests to waive cancellation fees, we cannot guarantee that charges will not apply.
If your speech, audiology or Telehealth appointment is on Wednesday at 8.00am, you must cancel by Monday at 8.00am to avoid a cancellation fee.
If your NDIS appointment is on Monday at 11.00am, you must cancel by the previous Thursday at 11.00am to avoid a cancellation fee.
Our standard cancellation policy continues to apply. Appointments must be cancelled at least 24 hours in advance to avoid a cancellation fee.
This applies to:
This policy outlines how Hear and Say manages appointment cancellations, in line with current NDIS requirements and our commitment to supporting families fairly and flexibly.
For NDIS participants, the cancellation fee is 100% of the planned supports, including travel for the appointment.
For private speech pathology clients, a $100 cancellation fee will apply.
For initial audiology appointments where a deposit has been paid, failure to provide notice within one clear business day will result in forfeiture of the deposit.
A deposit may be required at the time of booking a hearing test. If the appointment is cancelled within 24 hours, the deposit will not be refunded.
Hear and Say may waive cancellation or no-show fees in cases of financial or personal hardship.
If a client regularly misses or reschedules appointments, we will contact them to better understand their situation and explore how we can best support their needs. This may include adjusting the frequency or timing of future appointments.
If Hear and Say needs to cancel or reschedule an appointment, we will provide as much notice as possible.
If a staff member becomes unwell, clients will be contacted as soon as possible. Where appropriate, we may offer the service with a different team member. Clients are welcome to reschedule with their original clinician if they prefer.
This policy has been introduced due to the impact of short-notice cancellations and missed appointments. These situations carry significant staffing and operational costs, particularly for a charity like Hear and Say.
Late cancellations and no-shows also reduce availability for other clients who may be waiting for services.
Yes, you can make another appointment. However, cancellation fees still apply to the original appointment if notice was not given within the required timeframe.
Hear and Say does offer cancelled appointments to other clients when possible. However, most clients have set appointment schedules over a long period. Ad hoc vacancies are often not suitable, as the day and time may not align with their ongoing availability.
In most cases, only a small number of clients can benefit from a one-off, short-notice appointment.
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.
