NDIS services cancellation policy

Our cancellation policy has changed effective 1 July 2020, in line with National Disability Insurance Agency (NDIA) cancellation rules.

This change means you will now be charged 100 per cent of the agreed support price if you do not attend your service (or show up within a reasonable timeframe), or cancel a service at short notice.

The NDIA temporarily increased the cancellation rate in March 2020, from 90 per cent to 100 per cent in response to the COVID-19 pandemic. This change then became permanent from 1 July.

The definition of ‘short notice’ cancellations is two business days for most supports (less than eight hours’ continuous duration, and agreed total price less than $1,000). Giving five clear business days’ notice is required for any other support.

If you need to cancel a service, please make sure you call or email direct to your service area within these timeframes.

For more information about how pricing and cancellation work, please visit the NDIS website.