Can Providers Charge You for Cancelled NDIS Appointments? Your Rights Explained

Have you ever cancelled an NDIS support worker shift or therapy appointment and wondered why you were charged?

Unexpected things happen. However, understanding NDIS cancellation fees can help you avoid unnecessary costs and protect your NDIS funding.

Here’s what every NDIS participant and family should know.

Key Things to Know

• Up to 100% cancellation fee: Eligible providers may charge the agreed service fee for qualifying short-notice cancellations.
• 7-day rule: Generally applies to eligible disability support worker-related services.
• 2-business-day rule: Generally applies to many other eligible supports, including certain therapies.
• No-shows: Missing an appointment without notice may also result in a cancellation fee.
• Provider cancellations: Providers cannot charge a participant cancellation fee simply because their own worker cancelled.

Cancellation claims must meet the relevant NDIS requirements.

When Can NDIS Providers Charge Cancellation Fees?

Under the official NDIS Pricing Arrangements, cancellation fees depend on the type of support, notice given and agreed cancellation terms.

1. Disability Support Worker Services

For eligible disability support worker services, cancelling with less than 7 days’ notice may result in a fee.

Example: You have a support worker booked for Friday but cancel on Thursday. A short-notice cancellation charge may apply.

2. Therapy and Other NDIS Services

Many other eligible supports have a 2-clear-business-day cancellation period.

Example: If your therapy appointment is on Tuesday at 11 AM, you would generally need to cancel before 11 AM on the previous Friday, assuming there are no public holidays.

3. Missing an Appointment

If you don’t attend a scheduled appointment without notifying your provider, a cancellation fee may apply.

However, the provider must still meet the applicable NDIS claiming conditions.

When Can’t Providers Charge Cancellation Fees?

Generally, a short-notice cancellation claim should not be made when:

• You provided the required cancellation notice.
• The provider found alternative billable work for the worker.
• The relevant support item does not allow cancellation claims.
• The agreed cancellation arrangements or other claiming conditions have not been met.

Important: Providers must also follow the applicable rules for claiming travel and other associated costs.

What If Your Support Worker Cancels?

If your provider cancels your appointment, you should not be charged a participant short-notice cancellation fee.

A good provider should communicate promptly and discuss a replacement worker or alternative arrangement where possible.

How Can You Avoid Unexpected Fees?

A few simple steps can help:

1. Read your service agreement before starting services.
2. Cancel early whenever possible.
3. Keep SMS or email records of cancellations.
4. Review your NDIS invoices regularly.
5. Ask your provider about flexible cancellation arrangements.

For more information, read the NDIS Service Agreement Guidance.

What If You Think You’ve Been Charged Incorrectly?

First, contact your provider and ask for an explanation of the cancellation charge.

If you’re still concerned, speak with your Support Coordinator, Local Area Coordinator or Plan Manager.

You can also contact the NDIS Quality and Safeguards Commission about provider conduct or complaints.

We welcome enquiries across Perth, surrounding suburbs and regional Western Australia.