Setting a fair cancellation policy
How to set a fair cancellation policy as an independent support worker: NDIS short-notice rules, agreeing terms up front, protecting your income and documenting cancellations.
Why you need a cancellation policy
How NDIS short-notice cancellation rules work
Agree the terms up front — in the service agreement
What a fair policy looks like
Protecting your income without being harsh
Documenting cancellations properly
Handling your own cancellations
Frequently asked questions
Can independent support workers charge for cancellations?
Yes, if your service agreement allows it and you follow the NDIS rules. The NDIS Pricing Arrangements let providers claim for short-notice cancellations up to the agreed support price, within defined limits. The participant must have agreed to your policy before the work started, and you generally can't claim if you…
How much notice should my cancellation policy require?
Align it with the NDIS short-notice cancellation window in the current pricing arrangements, which defines what counts as short notice. Ask for enough notice to realistically fill the slot. State the exact period in your service agreement in plain language, and check the NDIS website for the current window, since it's…
Do I have to charge for every late cancellation?
No. Charging is your choice within the rules. Many independents claim for repeated or unreasonable short-notice cancellations but waive genuine one-off emergencies like a sudden hospital admission. The important thing is to apply your judgement consistently and fairly, so no participant feels singled out, and to keep a…
Where should my cancellation policy be written down?
In your service agreement, in plain language, signed before work starts. You can only rely on the policy if the participant agreed to it in advance — introducing a charge after a cancellation has already happened is unfair and won't hold up. Walk the participant through the terms when you both sign so there are no…
Can I charge a participant if I cancel the shift?
No. A cancellation policy only applies when the participant cancels on you. If you're the one who has to cancel, give as much notice as possible, apologise, and help arrange cover or a reschedule where you can. Reliable backup arrangements protect the relationship and mean the participant isn't left without support.
How do I document a cancellation for an NDIS claim?
Record the participant and scheduled shift, when and how they notified you, how much notice that gave, whether you could fill the slot, and whether you're claiming or waiving it. Keep the note with your business records and label the invoice clearly as a short-notice cancellation so the plan manager or participant can…