Cancellation Policy and Procedures

Cancellation Policy and Procedure

1.0 DEFINITIONS

Cancellation – refers to an individual notifying United Communication Services, in advance that the scheduled hours of service are not required or unable to be received. There are two categories of cancellation:

Short notice – where less than a minimum of 24 hours’ notice is provided.
Reasonable Notice – where 24 hours or greater notice is provided.

No Show – Refers to an individual not attending or being unavailable without notice for a booked/scheduled service, or where the individual is not at the agreed location at the agreed time for the service.

2.0 POLICY

United Communication Services is committed to transparent processes by which services can be cancelled. This policy complies with the NDIA and NDIS Policy on the management of cancellation of services by a client.

3.0 PROCEDURE

Our fees for cancelling or missing appointments will be charged in line with the current rules set by the NDIS Price Guide.
Where the client attends for only part of the schedule service, without notice, payment for the entirety of the booked service may be charged.
Where the client fails without notice to attend for the planned service, United Communication Services will make every effort to contact the client/or Carer/guardian to confirm the planned attendance.
Where notice is given with less than 24 hours (short notice), United Communication Services will try where possible to offer and book the scheduled service to an alternative client.
Where the service cannot be offered an alternative client, the hours of service may be forfeited by the original client and United Communication Services will be paid as per the scheduled fee as if the service had occurred.
For instances, where United Communication Services initiates the cancellation of a service due to operational reasons, the service will be rescheduled at no penalty to either party.

Notice Period before Scheduled Service Action Fee

Where Reasonable Notice is provided, there will be no penalty and United Communication Services will reschedule the service with the client.
Where the client provides Short Notice, the client forfeits the service if it cannot be offered and booked to another client and United Communication Services is paid as if the Service occurred. As per schedule fee.
Where the client provides No Notice (No Show) the client forfeits the service and United Communication Services is paid as if the Service occurred. $67.56 per hour for one hour.