CANCELLATION POLICY

We respect that your time is valuable, and we appreciate your understanding that ours is too. We have extensive waiting lists, and therefore we ask for minimum of 48 hours notice of a cancellation to allow us adequate time to reallocate your appointment to another client.

Please see below changes to our cancellation policy

From 4th July, the following changes will apply to our Cancellation Policy:

– We will require 24 hours notice of a cancellation. Appointments cancelled less than 24 hours prior, or failure to attend an appointment without notice will be billed at 100% of the scheduled fee.

Please note that if you can reschedule your appointment within one week of the cancelled appointment, the cancellation fee will not apply. If you reschedule but do not attend that rescheduled appointment, the full fee will be applied (i.e. no rolling reschedules).

We understand that cancellations are sometimes unavoidable. If you can’t get to the clinic, please consider the following service options in place of a clinic visit:

– Telehealth
– Parent consultations via phone or Zoom
– NDIS review preparation or reporting that could be done in your appointment time instead
– Preparation of home programmes or visuals for your child

You will receive an SMS reminder 48 hours prior to your appointment. Clients with Monday & Tuesday appointments will receive a reminder on the Friday prior. Please note that this text is a courtesy only and should not be relied upon for attendance. It is your responsibility to keep a record of your appointments.

We prefer that you call the clinic on 3392 6133 if you need to cancel or reschedule, as emails and text messages can be unreliable forms of communication. Please leave a message on the answering machine if you call outside of clinic hours. If your appointment is on a Monday, please call the clinic on Saturday and speak to the receptionist.

Frequent Cancellations:

Continuity of care is important for achieving positive outcomes for your child. Frequent cancellations can inhibit your child’s progress, delay the achievement of their therapy goals and reduce the availability of therapy services for other people. Kids Matters OT may withdraw services from clients who frequently cancel or fail to attend appointments, regardless of the amount of notice given.

If you have any questions regarding this document, please discuss them with the receptionist or your therapist.

PLEASE NOTE THAT THIS POLICY IS A CONDITION OF TREATMENT AT KIDS MATTERS OT. BY MAKING APPOINTMENTS YOU ARE AGREEING TO OUR TERMS AND CONDITIONS.