Cancellation and Rescheduling Policy

Effective Date: 29th July 2025

Applies to: All disciplines and service locations, including in-clinic, community, school-based, and telehealth services.

1. Billed Cancellations

  • Cancellations made within 48 hours of the scheduled session will be billed.
  • No-shows—when a client does not attend without providing notice before the session start time, will also be billed.

2. Medical Certificate Exception

If a valid medical certificate is provided before the session start time, the cancellation will not be billed.

3. Resource Pack Option

If a session is billed due to late cancellation or no-show, Steps2Life offers a Resource Pack tailored to the client’s goals. This may include:

  • Home practice tasks
  • Visuals and handouts
  • Videos or graded activities

The Resource Pack will be prepared by the clinician and delivered by the end of the next business day.

4. Telehealth as an Alternative

If your child is unwell or unable to attend in person, Telehealth may be offered at the same time.

  • In cases where Telehealth may not be suitable (e.g., child unable to engage), we may offer a parent consultation instead.
  • This can include discussing the child’s environment, identifying triggers, and exploring strategies to support therapy at home.
  • Telehealth remains a flexible, creative option to maintain progress and continuity of care.

5. Free Rescheduling

  • We offer one free reschedule per cancelled session (not billed), if arranged before the next session occurs and subject to clinician availability.
  • The rescheduled session must be agreed upon within 10 business days and ideally delivered within the current NDIS plan or service period.

6. Repeated Cancellations

If a participant accumulates three billed cancellations within a rolling 3-month period, we may initiate a Service Review.

  • This review will assess scheduling, service frequency, and overall suitability.
  • The participant/family and, where relevant, the Support Coordinator will be included in this conversation.

7. Travel & Preparation Charges

If travel or session preparation has already been completed before notice of cancellation is received, those components may still be billed, in accordance with this policy and NDIS guidelines.

8. Goodwill Waiver (One-Time)

A one-time goodwill waiver per participant, every 12 months, may be granted in compassionate or exceptional circumstances.

  • This requires manager approval.
  • Only applicable where no previous waivers have been used.

9. Accepted Communication Channels

Cancellations must be communicated via the following:

  • Phone call or email to Steps2Life reception during business hours.
  • Messages sent directly to clinicians must be promptly forwarded to our admin team to ensure accurate time-stamping and policy compliance.

Still have questions?

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Thank you for helping us provide consistent, high-quality care to our clients and families.