Current as of 27-Oct-2024 

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1. Objectives and Background 

The Village Hive is committed to providing the best service in a timely manner. We aim to accommodate your needs. 

Unfortunately, when a client cancels without giving adequate notice, it prevents another client from being served. This cancellation policy is used as a way of respecting the time commitment of all involved. It explains the process for requesting a cancellation and the fees applicable. This policy is used in fairness to both our business and the clients who would otherwise have wanted an appointment. 

We are implementing a straightforward cancellation policy to be upfront about all the costs you may face when engaging our services.

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2. Compliance with NDIS Regulations 

The Village Hive's Cancellation Policy is compliant with the regulations and definitions set out by the National Disability Insurance Agency (NDIA) in the National Disability Insurance Scheme (NDIS) Terms of Business for  Registered Providers and the NDIS Pricing Arrangements. 

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3. Definitions 

a. Adequate Notice Cancellation:

Cancellation with more than five (5) clear business days’ notice. This is defined by the NDIA as a cancellation with more than five (5) clear business days' notice. However, in the interest of leniency The Village Hive has set this at two (2) business days. 

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b. Short Notice Cancellation

The current NDIS Price Guide states that “where a provider has a Short  Notice Cancellation (or no show), they are able to claim 100% of the  agreed fee associated with the activity from the participant’s plan, subject  to the NDIS Pricing Arrangements and Price Limits and the terms of the  service agreement with the participant.” 

A cancellation is a short-notice cancellation if the client: 

i. Does not show up for a scheduled support within 15 minutes of  the scheduled time, or is not present at the agreed place and  within 15 minutes when the provider is travelling to deliver the support; or 

ii. has given less than two (2) clear business days' notice for a support that meets both of the following conditions: 

1. the support is less than 8 hours continuous duration;  AND ​

2. the agreed total price for the support is less than  $1000; or ​

iii. has given less than two (2) business days clear business days'  notice for any other support. 

 

c. No-Show 

Non-attendance for scheduled delivery of supports without notice. This includes services delivered through digital means. 

 

d. Business Day 

9am-5pm, Monday- Friday 

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4. Cancellation Process 

a. Cancellations 

i. To cancel an appointment, clients can contact The Village Hive within business hours. You may cancel an appointment by contacting us by admin@thevillagehive.com.au​

ii. Where The Village Hive cancels as the service provider, no charge is made to either the client or to NDIS. 

iii. Where a client is unable to participate in a virtual session due to technical difficulties on their end, they must contact The Village Hive via email. 

 

b. Providing Notice 

i. Where the participant cancels with adequate notice, no charge applies. ​

ii. Where the participant cancels with short notice or no-shows,  The Village Hive is able to charge 100% of the scheduled fee. ​

iii. Wherever possible, The Village Hive will charge the relevant  funding body directly. If the funding body rejects the cancellation  payment for any reason, the client will be charged directly as above. 

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c. NDIS-Funded Services 

i. Pursuant to the NDIS Pricing Arrangements, The Village Hive  can charge 100% of the agreed session fee to the client’s NDIS plan for each booking in the event of a short notice cancellation or a no-show. This applies for the following NDIS-funded services: occupational therapy telehealth, home, school, kindergarten, childcare and day program visits.  ​

ii. Where the NDIA does not permit charges against the NDIS plan,  the customer will be personally invoiced in accordance with clause 4.2. 

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d. Exceptional Circumstances 

We understand that plans may change due to uncontrollable and external circumstances. Missed appointments can be unintentional or may stem  from an emergency, etc. Therefore, cancellation due to such circumstances may not incur a cancellation fee. Having cancellation fees  waived require approval from The Village Hive. 

 

e. No-Show Procedure

In the event of a no-show, the employee scheduled to support the client will make every reasonable attempt to contact the client to determine if there are any special circumstances affecting that client. 

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5. Late arrival 

Appointments will start and end on time. If a client arrives late for an  appointment, the appointment will still end at the usual time. This is to ensure  that subsequent clients are not delayed. The session will not go ahead if the  client is more than 15 minutes late. 

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6. Converting session-type 

Sessions can be converted between direct service types (e.g., from home to tele-therapy or phone consultation) and from direct service to indirect service  (e.g., from home, school or kinder visit and tele-therapy to report or letter  writing, resource making, research and planning and team care meetings).  Clients can request to convert the session type with advanced notice or this  may be offered where advanced notice is not given, subject to availability and  appropriateness for the specific client. 

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7. Clinician absence 

The Village Hive values your time and commitment to therapy sessions. In the event of a clinician’s absence or unavailability, you will be notified by phone and email with as much advanced notice as possible. Where available, an  alternate day/time will be offered to make-up for the cancelled session. 

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8. Managing frequent cancellations and non-attendance 

Regular attendance at sessions is important to ensure clients meet their therapy goals. Cancellations without notice and failures to attend will be noted in the client file and, should such cancellations or non-attendance become a persistent issue, The Village Hive reserves the right to consider discharging a client from services. 

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9. Terminating services 

The Village Hive reserves the right to cancel ongoing therapy appointments at any time and for any reason, including risks at visits. Should either party wish to end this services they must give two weeks’ notice. This can be provided verbally or in writing and will be acknowledged in writing (at the home visit or by email).

 

10. Questions 

Our business firmly believes that a good client and business relationship is based upon mutual understanding. Questions about our cancellation policy should  be directed to admin@thevillagehive.com.au

 

11. Feedback

If the client/participant/participant's representative is not happy with the provision of support and/or wishes to make a complaint, they can talk to or email Jessica Curran admin@thevillagehive.com.au. Feedback is an important part of The Village Hive's process of service improvement and is encouraged. If the complaint is not resolved to the satisfaction of the participant or their guardian/representative or does not want to talk to the provider they can contact:

National Disability Insurance Agency

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Phone: 1800 800 110

Visiting one of their offices in person

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Website: ndis.gov.au for further information