Cancellation Policy

We value your time, our time & the services we provide. When you make an appointment at Occupational Therapy Services Group, that time is reserved exclusively for you. We schedule our resources, staff and contractors time to that appointment, and whilst we understand that there are times when you must miss an appointment due to emergencies or obligations for family or work; Cancellations without notice cost our service financially and often prevent other service users from being seen. That is why any cancellation of appointments requires notice by either party. You can cancel or change your appointment without incurring any fees, as long as you give us at least two working days notice. 

If you need to cancel your appointment, please call us on (08) 9332 1783

A short-notice cancellation or failure to attend or be present for an appointment that is less than 2 clear working days' notice, will attract a cancellation fee in line with our cancellation policy for that service. This cancellation fee may be waived at the discretion of Occupational Therapy Services Group management, please let us know if you think your circumstances require special consideration.

Obligations and cancellation fees are specifically outlined in your Service Agreement, and a copy of this agreement can be provided on request.

Generally speaking:

• For NDIS funded appointments, Occupational Therapy Services Group may charge a short-notice cancellation fee where an appointment is cancelled with less than 2 clear business days’ notice, or where the participant is not available at the scheduled time. Where this applies, OTSG may charge up to a maximum of one hour of the agreed service fee, unless otherwise stated in your Service Agreement.
• For all other fee-for-service appointments, where an appointment is cancelled with less than 2 clear business days’ notice, the agreed service fee may be charged up to a maximum of one hour.
• Where an appointment is scheduled outside an OTSG office and the therapist has already commenced travel, reasonable travel costs may also be charged.
• Occupational Therapy Services Group may reschedule or cancel an appointment if we are unable to confirm the appointment within five business days before the scheduled date.

Please note that cancellation fees are generally not eligible for reimbursement through private health insurers.

OTSG will not usually charge a cancellation fee where we are able to fill the appointment time, avoid the cost, or where there are exceptional circumstances. Please contact us as soon as possible if you need to cancel or reschedule.

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Respectful conduct & safe service provision

Occupational Therapy Services Group is committed to providing services that are safe, respectful, inclusive and person-centred.

We also have a responsibility to provide a safe workplace for our team and to comply with the professional, funding and quality requirements that apply to the services we deliver, including requirements under the NDIS, aged care programs, AHPRA and other relevant schemes.

We ask that all clients, families, representatives and referrers communicate with our team respectfully. Aggressive, threatening, abusive, discriminatory or unsafe behaviour toward our staff will not be tolerated.

Where behaviour creates a safety concern, prevents safe or effective service delivery, or places OTSG at risk of breaching our professional or funding obligations, we may pause, reschedule, modify or cease services. Wherever possible, we will communicate concerns, consider individual circumstances, and work with the person and/or their representatives to identify a safe and appropriate way forward.

​Please refer to the following links for more information:

Professional Standards:

• AHPRA - Shared Code of Conduct

This applies to registered occupational therapists and sets expectations for professional behaviour, ethical practice, communication, privacy, professional boundaries and safe care.

• Occupational Therapy Board of Australia — Code, Guidelines and Competency Standards

This is the OT specific home base for the codes, guidelines and standards that apply to registered Occupational Therapists.

• Occupational Therapy Australia — Code of Ethics

OTSG is a corporate member of Occupational Therapy Australia, aligning with the associations professional expectations.

NDIS:

• NDIS Code of Conduct

This applies to NDIS providers and workers. It outlines expectations for safe and ethical supports, respecting rights, acting with integrity, preventing and responding to violence, abuse, neglect and exploitation, and raising concerns.

• NDIS Practice Standards and Quality Indicators

These are the quality standards registered NDIS providers are required to meet when delivering NDIS supports and services.

• NDIS complaints and reportable concerns

The NDIS Quality and Safeguards Commission receives and responds to concerns about the quality and safety of NDIS supports and services.

My Aged Care (CHSP):

• Aged Care Statement of Rights

This explains the rights older people have when seeking or accessing Australian Government-funded aged care services, including rights relating to dignity, respect, independence, choice, privacy, safe and quality care, communication, advocacy and raising concerns.

• Aged Care Code of Conduct

This applies to aged care providers, responsible persons and aged care workers. It supports safe, respectful, honest and kind care, and promotes dignity, choice and safety for people accessing funded aged care services.

• Strengthened Aged Care Quality Standards

These standards describe what quality and safe aged care looks like, including care that is safe, meets people’s needs and preferences, and upholds their rights.​

• Commonwealth Home Support Program Manual

This provides information about CHSP provider responsibilities, funding, program requirements and changes under the Aged Care Act 2024.

• Aged care complaints and feedback

​The Aged Care Quality and Safety Commission receives complaints and feedback about aged care services.

DVA:

• DVA — Occupational therapists provider information

This covers referral and treatment cycle arrangements for DVA clients receiving occupational therapy services. DVA notes that allied health referrals generally last up to 12 sessions or 1 year, whichever ends first.

• DVA — Rehabilitation Appliances Program overview

This is relevant for aids, equipment and home modifications. DVA describes the Rehabilitation Appliances Program as providing aids, equipment and modifications to help clients live safely and independently.

Please note that the requirements that apply to each person may depend on their funding pathway, referral type, service agreement and individual circumstances.