Last updated: September 2026
At A1 Care Group, each continence assessment is booked with a qualified registered nurse whose time is set aside just for you. We know that life gets busy and plans sometimes change. This policy explains how to cancel or reschedule an appointment, how much notice we ask for, and when a cancellation fee may apply.
Our policy follows the short notice cancellation rules in the NDIS Pricing Arrangements and Price Limits, and we apply the same notice period to all of our clients. It also forms part of the service agreement you sign with us before your first appointment.
This policy covers all appointments booked with A1 Care Group, including:
It applies to all of our clients, including:
Please contact us as early as you can. You, your nominee, a family member, your support coordinator or your care manager can let us know by:
Phone: 0494 047 778
Email: [email protected]
Our office hours are Monday to Friday, 9am to 5pm AEST. You can call, leave a voicemail or send an email at any time. Your notice is recorded from the time we receive your message.
We ask for at least 2 clear business days’ notice if you need to cancel or reschedule.
“Clear business days” do not include the day you contact us or the day of your appointment. Weekends and public holidays are not business days either.
For example:
If you give us this much notice, there is no charge. We will be happy to find a new time that suits you.
A cancellation is treated as a short notice cancellation when:
For a short notice cancellation, A1 Care Group may charge up to 100% of the agreed fee for the booked appointment. The exact amount is set out in your service agreement.
We only charge this fee when we are unable to fill the appointment time with other work for your registered nurse.
We understand that some things are out of your control. We will usually waive the fee if you miss an appointment because of:
Every situation is looked at individually. If something unexpected happens, please get in touch – we would much rather talk with you than charge a fee.
Many of our assessments are delivered by telehealth or video consultation. To help your session run smoothly:
If the video link will not work, your registered nurse will try to continue the session by phone. If the problem is on our end and the session cannot go ahead, we will reschedule at no cost to you.
For face-to-face appointments, please make sure someone is home at the booked time and let us know about any access requirements, such as gate codes, parking or pets, before the visit. If our registered nurse arrives and cannot access the home, or you are not there, it may be treated as a short notice cancellation.
Occasionally, A1 Care Group may need to cancel or move an appointment, for example if a registered nurse is unwell. If this happens, we will contact you as early as possible and offer the next available time. You will never be charged when we cancel.
If appointments are cancelled or missed often, we will contact you to talk about what is getting in the way. With your permission, we may also speak with your support coordinator, plan manager, Support at Home provider, care manager or nominee. Our goal is to find a day and time that works better for you, so your assessment and continence support can move forward.
This cancellation policy is included in the service agreement you sign with A1 Care Group and forms part of our Terms and Conditions. If anything in your signed service agreement is different from this page, your service agreement applies. We will always explain our cancellation terms before your first appointment, and you are welcome to ask questions at any time.
If you have any questions about this policy, please call us on 0494 047 778 or email [email protected].
If you are unhappy with how a cancellation was handled, please tell us first so we can put it right. You can also contact the NDIS Quality and Safeguards Commission on 1800 035 544.
