Cancellation Policy

Compliance with NDIS Regulations

Supporting Abilities For Everyone (S.A.F.E) Pty Ltd's Cancellation Policy is compliant with the regulations and definitions set out by the National Disability Insurance Agency (NDIA) in the National Disability Insurance Scheme (NDIS) Terms of Business for Registered Providers and the NDIS Pricing Arrangements.

Definitions

1. Adequate Notice Cancellation

This is defined by the NDIA as cancellation with more than five (5) clear business days' notice.

2. Short Notice Cancellation

A cancellation is a short notice cancellation if the participant:

(a) 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

(b) Has given less than two (2) clear business days' notice for a support that meets both of the following conditions

the support is less than 8 hours continuous duration; AND
the agreed total price for the support is less than $1000; or has given less than five (5) clear business days' notice for any other support.

*Please note* This is an NDIA Policy and we will only use this in the event a staff member is unable to be allocated work elsewhere. S.A.F.E understands there are sometimes unavoidable circumstances.

3. No-Show

Non-attendance for scheduled delivery of supports without notice. This includes services delivered through digital means.

4. Business Day

Monday - Friday 9am - 5pm.

Cancellation Process

.1. To cancel an appointment, clients can contact the office of the appropriate Supporting Abilities For Everyone (S.A.F.E) Pty Ltd centre within business hours. You may cancel an appointment by contacting us by:

(a) phone: 0478 572 963; or

(b) email: contact@supportingabilitiesforeveryone.com.au

2. Where Supporting Abilities For Everyone (S.A.F.E) Pty Ltd cancels as the service provider, no charge is made to either the participant or to NDIS.

Providing Notice

1. Where the participant cancels with adequate notice, no charge applies.

2. Where the participant cancels with short notice or no-shows, Supporting Abilities For Everyone (S.A.F.E) Pty Ltd is able to charge 100% of the scheduled fee, pursuant to the NDIS Pricing Arrangements.

3. Wherever possible, Supporting Abilities For Everyone (S.A.F.E) Pty Ltd will charge the relevant funding body directly. If the funding body rejects the cancellation payment for any reason, the client will be charged directly as above.

NDIS-Funded Service

1. Pursuant to the NDIS Pricing Arrangements, Supporting Abilities For Everyone (S.A.F.E) Pty Ltd can charge 100% of the agreed session fee to the client’s NDIS plan for each booking in the event of a short notice cancellation or a no-show. This applies for the following NDIS-funded services: assistance with self care activities, assistance with household tasks, assistance with personal domestic activities, participation in community, social and civic activities, assistance in coordinating or managing life stages, transitions and supports, specialised supported employment and short-term accommodation/respite services.

Exception Circumstances

We understand that plans may change due to uncontrollable and external circumstances. Missed appointments can be unintentional or may stem from an emergency, etc. Therefore, cancellation due to such circumstances will not incur a cancellation fee. Having cancellation fees waived require approval from Supporting Abilities For Everyone (S.A.F.E) Pty Ltd.

No-Show Procedure

In the event of a no-show, the employee scheduled to support the client will make every reasonable attempt to contact the client to determine if there are any special circumstances affecting that client; and inform a manager of the situation.

Questions

Our business firmly believes that a good client and business relationship is based upon mutual understanding. Questions about our cancellation policy should be directed to 0478 572 963 or contact@supportingabilitiesforeveryone.com.au