Date of issue: July 2025
The Social Skills Hub endeavours to provide the very best customer service.
As part of our service to you, where possible, we offer regular appointment times with our staff. All programs are run with prearranged times and are unable to be altered.
We also have a list of clients who are waiting for appointment times that are currently unavailable. These clients we call at short notice and offer appointments which have recently become available due to cancellations. When you forget appointments or are unable to attend and cancel at short notice, we are often unable to offer these appointments to clients on our waitlists. Out of consideration for these clients and our staff, we have a cancellation policy in place.
This policy is designed to improve communication and forward planning by reducing the number of unattended appointments or appointments cancelled at short notice. These fees are based on the NDIS minimal operational guidelines as per the most current price guide.
The Social Skills Hub cancellation policy for late cancellation or failure to attend an appointment is as follows:
- A cancellation fee of 100% of the service fee is charged if a cancellation occurs within 48 hours of the scheduled appointment.
This is in alignment with the NDIS Pricing Arrangements and Price Limits document, which indicates that providers can claim for a Short Notice Cancellation – 2 clear business days, in respect of that support item. - For supports delivered to a group of participants, if a participant cancels their attendance and if the provider is unable find another participant to attend the group session in their place then, if the other requirements for a Short Notice Cancellation are met, the provider is permitted to bill the participant who has made the short notice cancellation at the previously agreed rate that they would have billed if the participant had attended the group session. All other participants in the group should also be billed as though all participants had attended the group.
How to cancel appointments
We have several ways to get in touch should you need to cancel or reschedule your appointment. You are able to cancel using the options below as both our email and phone system time stamp the messages.
Sessions can be cancelled in one of three (3) ways:
- Phone call to our clinic admin team (please leave a message if you can’t get through) – incoming phone calls are time and date stamped by our system.
- Email info@thesocialskillshub.com.au with the request to cancel/ reschedule
- Text our admin team on 0403 788 136.
A fee of 100% of the service booking is charged if a client fails to attend an appointment with no notice.
The Social Skills Hub cancellation policy with respects to specific programs is outlined specifically in our Service Agreement which is completed at the time of booking.