Purpose & Scope
Purpose & Scope
This policy provides a framework for Red Frog for Families’ processes and obligations, should a participant’s parent/guardian request a cancellation of services.
This policy applies to the all Red Frog for Families team members students, contractors, volunteers and all potential and existing participants, their family members, and other supporters.
Definitions
Cancellation – Refers to an individual notifying Red Frog for Families, in advance, that scheduled hours of service are not required or unable to be received. There are three categories of cancellation:
- Short Notice
- for Therapy and Early Intervention services – where less than two clear business days’ notice is provided.
- for all other services – where less than seven full days’ notice is provided.
- Reasonable Notice – where greater notice than documented for short notice cancellations is provided.
Clear Business Days’ Notice – Refers to the number of full business days between notice and service dates.
- For an appointment at any time on a Monday, two clear business days are Friday and Thursday, so notice would need to be given at the latest by Wednesday afternoon to be outside the Short Notice period for Therapy and Early Intervention services.
- For an appointment at any time on a Tuesday, two clear business days are Monday and Friday, so notice would need to be given at the latest by Thursday afternoon to be outside the Short Notice period for Therapy and Early Intervention services.
- For an appointment at any time on a Wednesday, two clear business days are Tuesday and Monday, so notice would need to be given at the latest by Friday afternoon to be outside the Short Notice period for Therapy and Early Intervention services.
- For an appointment at any time on a Thursday, two clear business days are Wednesday and Tuesday, so notice would need to be given at the latest by Monday afternoon to be outside the Short Notice period for Therapy and Early Intervention services.
- For an appointment at any time on a Friday, two clear business days are Thursday and Wednesday, so notice would need to be given at the latest by Tuesday afternoon to be outside the Short Notice period for Therapy and Early Intervention services.
No Show – Refers to an individual not attending or being unavailable without notice for a booked/scheduled service, or where the individual is not at the agreed location at the agreed time for the service.
Social Programs – Refers to an individual notifying Red Frog for Families, in advance, that scheduled hours of a program are not required or unable to be received. Social Programs are delivered as a Program of Supports, and are therefore subject to different cancellation periods than regular individual services. There are two categories of cancellation for Programs of Support:
- Short notice – where less than a minimum of seven full days’ notice from the first scheduled day of the program is provided.
- Reasonable Notice – where seven full business days or greater notice from the first scheduled day of the program is provided.
Policy
Red Frog for Families is committed to transparent processes by which services can be cancelled.
This policy complies with NDIA and NDIS Policy on the management of cancellation of services by a participant.
Where a cancellation is received within a Short Notice period, a cancellation fee equal to the scheduled service fee will be charged.
Participants or their parents/carers are strongly encouraged to discuss during planning meetings with their therapist options for alternative services that may be able to be delivered during short-notice cancellations in preference to charging of a cancellation fee.
Definitions
Cancellation – Refers to an individual notifying Red Frog for Families, in advance, that scheduled hours of service are not required or unable to be received. There are two categories of cancellation:
- Short Notice – where less than a minimum of three full business days’ notice is provided.
- Reasonable Notice – where seven full business days or greater notice is provided.
No Show – Refers to an individual not attending or being unavailable without notice for a booked/scheduled service, or where the individual is not at the agreed location at the agreed time for the service.
Policy
Red Frog for Families is committed to transparent processes by which services can be cancelled.
This policy complies with NDIA and NDIS Policy on the management of cancellation of services by a participant.