Cancellation Policy | Novita

Cancellation Policy

INTRODUCTION

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.

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 can not 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 clinician of the same discipline.
  • 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.

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

THERAPY SERVICES

If you cancel a Therapy appointment with less than 24 hours notice (1 business day) or you do not attend a scheduled service, a fee may be claimed from your NDIS plan within the NDIS pricing guidelines. This is currently up to 2 hours at the Novita rate for therapy services during the period of our Support Plan with you (usually 12 months).

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

PERSONAL CARE AND COMMUNITY ACCESS SUPPORTS

If you cancel a Personal Care or Community Access support with less than 24 hours notice (1 business day) or do not attend a scheduled service, a fee may be claimed from your NDIS plan up to 8 times per year at the Novita rate for Personal Care and Community Access services that were booked.

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

WAIVER OF CANCELLATION FEES

We may waive cancellation fees in certain circumstances such as illness, hospitalisation, accident or other emergency. 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.