We understand that life can be unpredictable, and there may be times when you need to change or cancel your appointment.

If you are unable to attend your scheduled session or change to telehealth, we require at least 24–48 hours’ notice of cancellation or rescheduling.

Cancellations made within less than 24–48 hours of the appointment time, or missed appointments (non-attendance), may incur a late cancellation or non-attendance fee. This fee may be charged at the 50% of the session rate. 

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Where possible, we will attempt to offer an alternative appointment time. If the appointment can be rescheduled within the same week, the cancellation fee will be waived.

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This policy is in place to support fair and sustainable access to psychological services. When an appointment is booked, that time is reserved specifically for you. Short-notice cancellations or missed appointments mean that this time cannot usually be offered to other clients who may be waiting for support.

As a result, cancellation fees help to:

• respect clinician time that has been set aside for your session

• reduce gaps in availability for other clients seeking appointments

• support the ongoing viability of the practice so services can continue to be provided

We appreciate your understanding and cooperation in helping us maintain accessible and consistent care for all clients.

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If three consecutive appointments are cancelled or rescheduled, discussion may be had with your psychologist regarding ongoing appointments.

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Please note that this policy only applied to Medicare and self-funded clients. 

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Victim Services Clients

Each claim provides funding which covers two cancellations. If cancelling or rescheduling appointments becomes regular, your psychologist will discuss ongoing appointments with you  such as if there is a more suitable time for you or reducing frequency of appointments.