Cancellation Policy

St Giles Society Limited remains committed to delivering the services and supports that have been agreed to with our clients and/or families, as outlined and documented within individualised Service Agreements. 

This policy aims to:

• Minimise the cancellation of scheduled services and/or rostered support shifts.
• Provide information about our commitments to clients and families in the event of a cancellation by us.
• Provide clients and families with information about their obligation to St Giles in the event they need to cancel a scheduled appointment and/or rostered support shift at short notice, or do not attend.

As a registered NDIS provider, St Giles follows NDIS recommendations and price guidelines. More information regarding NDIS Pricing Arrangements and Pricing Limits can be found by visiting; https://www.ndis.gov.au/providers/pricing-arrangements 

In the event of a short notice cancellation (or where the client is deemed a “no-show” for a scheduled appointment and/or rostered support shift), St Giles reserves the right to seek payment and claim 100% of the agreed fee associated with the service(s).

St Giles considers a short notice cancellation to be where the client;

• does not show up for a scheduled support (including an appointment and/or rostered support shift) or is not present at the agreed place when the provider is travelling to deliver the support.
• has not provided two (2) clear business days’ notice for a support that meets both of the following conditions:
• the support provided is less than 8 hours continuous duration: and
• the agreed total price for the support is less than $1000.

For all other supports, five (5) clear business days’ notice is required to avoid being charged for the service.

St Giles will only claim for Short Notice Cancellation if the above criteria are met and if the NDIS Pricing Arrangements and Price Limits indicates that providers can claim for Short Notice cancellations in respect of the support item.

Any claims made by St Giles for short notice cancellations will be identified as “Cancellation” against the relevant support item and/or coding relevant to the intended service that was due to occur.

Clients and families will not be charged for a service that St Giles cancels and cannot substitute or reschedule.

To cancel an appointment, please call our Customer Services Team on 1300-278-445.

Please Note; Cancellations of rostered support shifts, that arise outside of standard business hours must be phoned through to St Giles’ Support Services Out of Hours number; 03-6345-7390.

Repeated cancellations and/or non-attendance

To ensure all clients and families have access to our services, and receive the supports they need, St Giles have protocols in place to monitor and address repeated cancellations and/or non-attendance to scheduled supports.

Every effort will be made to establish contact and discuss individual circumstances, however, we reserve the right to terminate services. Clients and families may choose to re-engage with our service and re-refer themselves when their circumstances change, noting that they would be subject to our existing waitlist management and intake processes.

Cancellation by St Giles

St Giles will contact clients and families in the event that we, the service provider, need to cancel a scheduled service and will make every attempt to reschedule. Where possible, St Giles will provide a minimum of 24 hours’ notice; however, where a cancellation is needed due to staff illness or unforeseen circumstances we will give as much notice as possible.

When a service cannot be delivered at the agreed time due to unplanned staff leave, every attempt will be made to provide clients with an alternative service or worker which may include:

• offering a session with another worker of the same skillset,
• offering a session with another member of the client’s regular team,
• offering an alternative group program, and/or
• rescheduling with the staff member taking leave.

Our ability to reschedule cancelled visits will depend on staff availability, the suitability of alternate programs, and your preferences.

In the event that an anticipated staff member has not arrived to a scheduled appointment and/or rostered support shift, notification is to be made to St Giles within a 24 hour period. This can be done either via phone call or in writing.

Waiver of Cancellation Fees

St Giles may waive cancellation fees in exceptional circumstances at our discretion. Consideration will be given to the number and nature of cancelled appointments and in particular, those that were unable to be rescheduled, in determining whether to waive a cancellation fee.

Termination of Services

If client’s and/or families repeatedly cancel services, this may result in loss of regular session times or termination of services. If we are unable to speak with you regarding this, St Giles will provide notice in writing of termination of services, at least 14 days prior to enable you or your representative to contact us.

Version 4 – Issued 27-11-2024