Novita is committed to delivering the services we have agreed with our customers. We don’t want you to miss out on receiving the supports you want and need from Novita to help you to achieve your goals.
Our policy aims to:
- Minimise the cancellation of scheduled services.
- Provide you with information about our commitments to you in the event of a cancellation by Novita.
- Provide you with information about your obligations to Novita in the case that you cancel an appointment at late notice or do not attend.
Late cancellation fees apply for short notice cancellation of services or when a scheduled service is not attended:
|Novita Service||Late Cancellation Periods|
|Therapy||Less than 24 business hours|
|Individualised Support||Less than 24 business hours|
|Day Options||Less than 48 business hours|
|Recreation Programs||Less than 48 business hours|
You will not be charged for a service that Novita cancels and cannot substitute or reschedule.
In line with the NDIS pricing guidelines, late cancellation fees are 90% of the agreed price for the cancelled service including travel.
To cancel an appointment, simply call our Customer Experience Team on 1300 668 482.
CANCELLATION BY NOVITA
Our staff will contact you in the event that we need to cancel a scheduled service and make every attempt to reschedule. Where possible we will provide a minimum of 24 hours’ notice; however, where a cancellation is needed due to staff illness or unforeseen circumstances we 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 you 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 customer’s regular team.
- Offering an alternative group program.
- 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.
WAIVER OF CANCELLATION FEES
We may waive cancellation fees in exceptional circumstances at our discretion. We will consider the number and nature of cancelled appointments and in particular, those that we’re unable to be rescheduled, in determining whether to waive a cancellation fee.
TERMINATION OF NOVITA SERVICES
If you 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, we will provide notice in writing of termination of services at least 14 days prior to enable you or your representative to make contact with us.