Appointment Information & Our Cancellation Policy

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Service Delivery:

Fuller Life Therapy Service aims to provide a value-for-money service and a client-centred/family-centred practice. We strive to work with clients to provide regular therapy slots, with set times that allow for the client to still be able to meet their other commitments and our team to be able to meet theirs. We work to school term blocks (approximately 10 weeks) to mitigate burnout to clients and our team but also to create predictability and routines in our clients' lives. Our team will often use the school holiday session to work on some planning, training AHA's, resource development, carry out necessary multi-disciplinary team meetings, work on reports or have parent sessions. 

Appointments are offered in a block consisting of a 45-minute face-to-face/15-minute for notes planning, preparation and cleaning or a 60-minute in-person + 15 minutes (total of 75 minutes) for notes planning, preparation and cleaning. 

Cancellations: 

If you or your support are sick, please do not attend the service, and notify us via email or clinic phone.  Where possible we will offer a telehealth option or alternate billable work or cancel the appointment. We work with vulnerable clients and something that is minor in one household, can be catastrophic to health in another. 

The team at Fuller Life Therapy Services are also parents, we endeavour to understand the seasonal bugs that people are struck with. We also do not intend to share our own and will notify you if we need to change to telehealth delivery or cancel the appointment due to our own illness. 

As per the NDIS Price Guide, our cancellation policy incurs a charge of 100% of the agreed support price if notice of a cancellation of an appointment occurs less than 2 business days from the date of service for therapy services and 7 business days from the date of DSW support services. 

Group cancellations - “For supports delivered to a group of participants, if a participant cancels their attendance and if the provider is unable find another participant to attend the group session in their place then, if the other requirements for a Short Notice Cancellation are met, the provider is permitted to bill the participant who has made the short notice cancellation at the previously agreed rate that they would have billed if the participant had attended the group session. All other participants in the group should also be billed as though all participants had attended the group.” (NDIS Price Guide 2024-2025). Groups and workshops that run over an extended period do not allow for a space to be offered to others on a one-off session basis, therefore, cancellations will be charged for these. 

Failure to attend an appointment without providing prior notice incurs a 100% cancellation fee and may result in the cancellation of future services.

We appreciate your understanding of the fact that our cancellation fee is essential to the sustainability of our practice. We strive to replace your cancelled service with other appropriate billable work where possible to avoid charging this. First priority is given to your file and any billable work that may be required to be undertaken such as parent liaison, multi-disciplinary team contact/updates, planning and goal setting, assessment scoring, reports and/or resource development. Other times, we may have this work available for other clients on the caseload. However, sometimes, this is not possible and whilst no one likes to get charged a cancellation fee, our wonderful team and our practice would not be able to continue providing services or regular time slots without the scheduled/planned supports.

NDIS does not have a limit to the amount of cancellations that providers can claim for a service but does have a monitoring process for recurrent cancellations and can question a provider regarding how they are mitigating this. Fuller Life Therapy Services endeavours to reduce repeated cancellation billing by communicating with clients and their supports, seeking to understand why cancellations or no-shows continue to occur and attempting to either provide alternative appointment times if possible or refer the participant to other alternate and appropriate services where needed. 

Safeguarding and no-shows: In the event a client or family does not show up for their appointment and Fuller Life Therapy Services has not received notification of this, we will call the client/family on the primary phone number and leave a message where possible. In the event that no contact is made with the primary contact, the secondary or emergency contact will be notified via phone. A message will be left where possible.

If no contact is made with any of these contacts, further contact with other known services or supports, whom we are cleared to speak, with may be made. 

In some instances, welfare checks may be necessary and are informed by our experienced clinicians and senior staff. 

Notifying us of change of preference for appointment days/times:

We will encourage you to let us know of any requests for a change of service days/times for the term ahead before the current term ends if possible. This ensures that we can factor in many clients and their families. 

Notifying us of extended time off/Pausing Service Delivery:

If you would like to have a longer break from services, e.g. a term on, term off approach, please advise us so that we can add you to our waitlist with your updated preferences for service days and times in the future.  

Offering services to clients:

Clients are triaged and prioritisations are given to clients for various reasons, including short-term and long-term needs (e.g. one of assessment vs ongoing therapy), other services involved, referral pathways, days and times for preferred appointments, location, service type, clinician availability and more. We strive to group any community-based sessions that require extensive travel to mitigate travel costs to the clients where possible. 

Special Circumstances: Charges may be waived if the customer has experienced a catastrophe, e.g. emergency hospitalisation. The decision to waive cancellation fees in extenuating and emergency circumstances will be made by the Director of Fuller Life Therapy Services at their discretion. The decision not to charge does not apply in any other circumstances and is not exercisable by other staff. 

Requests for consideration are discreet and should be emailed to rebecca@fullerlifetherapyservice.com.au