Cancellation and Funding Policy

At Ocean Blue Social Work and Counselling, we value both your time and our practitioners’ time. This policy ensures fairness, transparency, and quality of service for all clients. The act of booking any appointment with us means that you agree to this policy in full.

Throughout this policy, the terms 'Participant' and 'Client' are used interchangeably and carry the same meaning.

1. . Why do we need this cancellation policy?

When appointments are cancelled without adequate notice, other clients in need miss out on access to support, and practitioners are left with unfilled time. This policy protects client care, practitioner wellbeing, and the sustainability of services.

2. Cancellation notice required:

Minimum notice: 24 hours prior to the scheduled appointment.

• More than 24 hours’ notice → No fee

• Less than 24 hours’ notice or no attendance (“no-show”) → 100% of the full session fee

Business days are Monday to Thursday, 8:30am–4:30pm, excluding public holidays.

3. No-shows and late arrivals:

A “no-show” is failing to attend without notice, or arriving more than 10 minutes late. This incurs the full session fee. Late arrivals may only use the remaining time; full fees still apply.

4. Acceptable exceptions

Cancellation fees may be waived in genuine cases of: - Sudden illness or injury - Family emergencies (e.g., accident, bereavement, serious incident).

5. Repeat illness-related cancellations:

To maintain fairness and continuity of care:

- Frequent illness-related cancellations may require medical certificates.

- Clients may be moved to ad hoc bookings instead of ongoing weekly/fortnightly sessions.

- Prepayment may be required for clients with repeated short-notice cancellations.

- Recurring bookings may be suspended until reviewed with the Practitioner.

6. Frequent Cancellation: More than two (2) cancellations in a three (3) month period will trigger a re-evaluation of the client’s access to services. This may include a review of suitability for ongoing bookings and, if necessary, the possible conclusion of services where attendance cannot be maintained.

7. Financial hardship:

We understand financial difficulties may arise. While lack of funds does not exempt cancellation fees, we encourage clients to contact us early. We may arrange: - A payment plan - Temporary invoice extensions

8. Direct Billing and Client Liability for Fees:

(a) Funding Availability: The Provider will claim payment for supports and services from the Participant’s nominated funding source (including but not limited to the Participant’s NDIS Plan, Home Care Package, Medicare rebate, or private health insurance) where such funding is available, approved, and accessible.

(b) Insufficient or Exhausted Funds In the event that:

• the Participant’s NDIS Plan, Support at Home package, or other funding arrangement does not have sufficient funds,

• the relevant supports are not included or are ineligible for claiming under the Participant’s Plan or package, or

• claims are rejected, delayed, or otherwise not processed by the funding body, the Participant (or their authorised representative) acknowledges and agrees that they are personally liable for payment of any outstanding fees for services delivered by the Provider.

(c) Direct Invoicing where funding is unavailable, the Provider may issue an invoice directly to the Participant / Client (or their authorised representative). The Participant agrees to pay such invoices in full within seven (7) days of the invoice date, unless otherwise agreed in writing.

(d) Failure to Pay In the event of non-payment, the Provider reserves the right to suspend or cease the provision of further services until payment is received and may take reasonable steps to recover any outstanding amounts, including but not limited to referral to a debt recovery agency.

(e) Continuing Obligation The Participant’s obligation to pay for services rendered survives the expiry, termination, or variation of this Agreement.

*** NOTE: Medicare rebates are not claimable for cancellations. Bulk billed clients will be directly charged 100% of the full Medicare rate.***

9. Medicare Responsibilities :

   It is up to the client to engage with Medicare or the MyMedicare app to ensure rebated sessions are available. Further sessions will not be booked until a valid plan with available sessions is provided to the therapist. 11. Medicare Rebates and Liability If Medicare rebates are declined, rejected, or otherwise unavailable for any reason, the client will be personally liable for the complete payment of the session fee.

10. Reminders:

    SMS/email reminders are sent 3 days prior to appointments, but it remains the client’s responsibility to attend. - Holding a regular booking is a commitment; missed sessions affect therapeutic progress.

11. How to cancel Cancellations or rescheduling must be made by:

    *Phone: 0493 187 663

    Email: tara.macdonald@oceanbluesocialwork.com.au

    *If unattended, please leave a voicemail with your name and appointment date, or send a clear email request.