At Hills District Speech Therapy, we provide our clients with adequate information regarding our attendance and cancellation policies in their booking confirmation, intake questionnaire, welcome to therapy pack, and in all email correspondence from our administration team and therapists.

Monday - Friday Cancellations

All appointments at Hills District Speech Therapy are made in advance and therefore reserved to meet your specific requirements and preferences.

We understand illness and misadventures occur, however cancellations or the rescheduling of appointments need to be made at a minimum, by 3pm the day prior to your appointment via email or phone (9054 1996) (voicemails are welcome), otherwise a CANCELLATION FEE of:

  • $50.00 will apply – onsite clinic sessions ($55 for NDIS agency and planner-managed clients)
  • $50 plus travel fee will apply – offsite sessions ($55 plus travel for NDIS agency and planner-managed clients)

To avoid the cancellation fee, we also offer the following options (if available):

  • Extend your following session
  • Reschedule your session to another day during that week

Saturday Cancellations

All appointments at Hills District Speech Therapy are made in advance and therefore reserved to meet your specific requirements and preferences. We understand illness and misadventures occur, however due to the nature and demand of Saturday bookings ALL CANCELLATIONS incur a FEE of $58.00 for standard clients and $63.00 for NDIS agency and planner-managed clients. NDIS clients however are required to provide at least 2 business days notice to waive the cancellation fee.

To avoid the cancellation fee, we also offer the option of:

  • Extending your following session (if available)
  • We also offer Saturday exceptions for regular attenders – 4 exceptions/year for special occasions with 1 week notice.

Group & Peer Therapy Cancellations

Due to the ongoing nature of these services, the FULL FEE will be charged* and can NOT BE REFUNDED, WAIVED or TRANSFERRED. Client representatives will be required to sign a group therapy condition form confirming they have understood these terms. In the event of an unscheduled cancellation or failure to attend, the client will still be provided with a brief summary of the missed session/s and accompanying resources.

*For NDIS Planner managed clients, fees will be charged after each session, regardless of participant attendance as the group continues.

Failure to Attend

Failure to attend is when a client has not advised the clinic that they will not attend. Where a client has not shown up and not provided any communication, they will be charged at 90% of the session cost.

Please note, if three consecutive cancellations occur, you risk forfeiting your regular scheduled session.

Online Therapy Services (Telehealth/Telepractice)

The cancellation policies above apply for all clients receiving online therapy services via Zoom. If you do not sign into the Zoom meeting at the time of your appointment, your clinician will attempt to contact you (via phone and/or email). If they are unable to get in contact, failure to attend cancellation fees will apply.