Cancellation Policy

The Salt Foundation acknowledges that from time to time a Participant and/or their Representative/Nominee, or The Salt Foundation may need to either cancel a rostered shift and/or period of rostered shifts or change the rostered hours for the delivery of a service, due to unforeseen circumstances or planned events.

Cancellation of a rostered shift by either party only occurs when there is a temporary change of circumstances that affects either party. It differs to the withdrawal or termination of service delivery. Withdrawal of service or termination of an individual service agreement is considered a permanent end to the delivery of services.

POLICY STATEMENTS

In accordance with the NDIS Terms of Business, The Salt Foundation has arrangements in place to minimise the risk of cancellations, no shows or late change to scheduled supports. A No Show refers to a booking or appointment that has been made but is not attended or cancelled.

The Participant’s individual service agreement sets out the mutually agreed terms and conditions of the permitted cancellation and rescheduling of their services.

PROCEDURES

Late cancellations and/or no shows for scheduled support by Participants can arise for a variety of reasons. The Salt Foundation is sensitive to, and will appropriately respond to, cancellations and no shows that occur due to unforeseen circumstances.

Change or cancellation of a rostered shift by a Participant

Should the Participant and/or their Representative/Nominee need to change or cancel the rostered hours of an arranged shift, a minimum notice period of 48 hours (2 business days) must be provided to The Salt Foundation, unless there is an unforeseeable emergency health situation of the Participant and/or their Representative/Nominee, in which case notice should be given as soon as it is known that the shift will need to be cancelled.
Where less than 48 hours (2 business days) notice of a cancellation is provided by a Participant or their Representative/Nominee, The Salt Foundation has the right to lodge a payment claim for all the cancelled rostered hours against the Participant’s NDIS Plan.
The Salt Foundation exercises its right to use discretion in some cases where an alternate agreed solution may be an outcome.

Cancellation of a rostered shift without notice by a Participant - No Shows

Where a Participant fails to keep the rostered arrangement for agreed support without notice, The Salt Foundation will make every effort to contact the Participant and/or their Representative/Nominee where relevant, to determine if there is an emergency, or if there has been an unforeseeable short-term change to the needs or ability of the Participant to receive service delivery.
If the Participant is deemed to have cancelled without notice for a non-emergency or non-unforeseen reason, or requests that a worker leaves earlier than their rostered shift requirement, The Salt Foundation has the right to lodge a payment claim for part or all of the cancelled rostered hours against the Participant’s NDIS Plan.
If more than 8 instances of no shows are recorded in a continuous 12-month period, The Salt Foundation is legally obliged to notify the NDIA.

Change or cancellation of a rostered shift by the Provider

The Salt Foundation does not provide support staff who have not been pre-approved by a Participant and/or their Representative/Nominee.
Where the Salt Foundation is unable to provide a suitable pre-approved staff member to a Participant at the requested time, they will endeavour to give the Participant and/or their Representative/Nominee as much notice as possible.
Where there is no pre-approved staff member to provide support, The Salt Foundation will negotiate with the Participant and/or their Representative/Nominee to find a suitable alternative, which may include the following:

Providing support at a negotiated alternative time when a suitable staff member is available;
Agreeing on a suitable available staff member that has not been pre-approved by the Participant and/or their Representative/Nominee.

At no time will the Salt Foundation request payment for any service they have not been able to deliver.

DELEGATIONS:

Finance Manager

Ensure, as far as practicable, that this policy is adhered to by all staff.
Report to the Management Team relevant statistical/operational information that relates to cancellations of rostered shifts and no-shows, and their impact on financial applications.

Care Team

Maintain a current roster of support for all participants in line with their individual service agreement.
Ensure, as far as practicable, that all requests for support are met with an approved staff member.
Communicate with Participants and/or their Representative/Nominee to ensure that they understand their requirements/obligation to give notice of any cancellation to a rostered shift.
Communicate with Participants and/or their Representative/Nominee to ensure that the Participant’s needs are being met when there are cancellations to rostered support by either party.
Ensure, as far as practicable, that staff are notified of any cancellation of shifts/engagements of employment with as much notice as possible, but not less than 2 hours.
Ensure, as far as practicable, that staff are remunerated for cancellations and/or no- shows that are not notified within 2 hours of the beginning of the rostered shift.
Ensure as far as practicable that information relating to any cancellations, or no shows is documented and recorded against the relevant Participant.
Ensure that relevant information is provided to Finance/Payroll or other relevant staff involved in the claims process.

Finance Officer

Ensure as far as practicable that any claims for payment submitted are in line with this policy.

REFERENCES

National Disability Insurance Scheme Act

NDIS terms of Business for Registered Providers

Human Services Quality Standards

Social, Community, Home Care and Disability Industry Award (SCHADS)

NDIS Practice Standards