Cancellation Policy | Novita

Cancellation Policy

Cancellation Policy 2018-2019

Novita is committed to deliver the services we have agreed with our customers. We don’t want you to miss out on receiving the supports you want from Novita to help you to achieve your goals.

Our policy aims to:

• Minimise the cancellation of scheduled services.
• Provide you with information about what we will do when our staff take leave, you cancel services or do not attend a scheduled service.

You will not be charged for a service that Novita cancels and cannot substitute or reschedule.

 

THERAPY SERVICES

If you cancel a therapy appointment after 3pm the business day prior to the scheduled service, or you do not attend a scheduled service without providing notice, a fee will be claimed from your NDIS plan.

In line with the NDIS pricing guidelines, this is up to 90% of the agreed price for the cancelled therapy service including travel. Within your service booking period with Novita, cancelled appointments charged by Novita will not exceed six hours unless specific arrangements are agreed.

For any subsequent services not attended we may invoice you a $50 cancellation fee which is not payable by the NDIA.

To cancel an appointment, simply call our Customer Experience Team on 1300 668 482.

 

PERSONAL CARE AND COMMUNITY ACCESS SUPPORTS

If you cancel a Personal Care or Community Access service after 3pm the business day prior to the scheduled service, or do not attend a scheduled service without providing notice, a fee will be claimed from your NDIS plan.

This is up to 90% of the agreed Novita rate for the cancelled Personal Care and Community Access service. Novita can charge for up to 12 Personal Care and Community Access cancellations or no shows per year.

For any subsequent late cancellations or scheduled services not attended, we may invoice you for the fee that would have been charged for that service, or a $90 cancellation fee, whichever is the lesser amount.

To cancel an appointment, simply call our Customer Experience Team on 1300 668 482.

 

STAFF LEAVE

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 as much notice as possible will be given.

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 were 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. We will provide notice in writing of termination of services at least 14 days prior to enable you or your representative to nominate an alternative provider to deliver your support services.