Start with what was agreed
Your cancellation arrangements should be made clear before a problem happens. Check the service agreement or written arrangement first.
Not every cancellation is automatically chargeable
Do not rely on a blanket rule such as 'less than 48 hours means you can always charge'. The applicable conditions depend on the support and the current pricing arrangements.
Keep a record of the cancellation
- The scheduled date and time.
- The support that was booked.
- When and how the cancellation was received.
- The agreed cancellation terms.
- What was ultimately invoiced, if anything.
Before you invoice a cancellation
- Was the support genuinely booked?
- Was there a clear cancellation arrangement?
- How much notice was given?
- Does the current support item allow the claim?
- Do your records support it?
Frequently asked questions
Can an independent NDIS support worker charge a cancellation fee?
Sometimes, but not simply because a cancellation occurred. Check the support, the agreed terms and the current NDIS claiming conditions.
Is there one notice period for every NDIS support?
No. Check the current support catalogue, pricing guidance and the service agreement rather than relying on one universal period.
Can I automatically charge the full shift?
Do not assume so. Check the rules that apply to the support and the agreed arrangement before invoicing.