Support Coordination Cancellation Policy: No-Shows and Short Notice Rules
Your support coordination cancellation policy explained: when you can claim 100% for a no-show, the 7-day rule, agreement clauses and billing steps.
What counts as a short notice cancellation
How much you can claim
The three conditions you must meet
Your cancellation policy must live in the service agreement
How this plays out in practice
Cancellation scenarios at a glance
How to actually claim a cancellation
Travel, cancellations and what you cannot add on
Conflict of interest and over-claiming risk
Common mistakes and edge cases
Frequently asked questions
Can I charge a support coordination cancellation fee if there's no service agreement?
No. The cancellation must be a written, agreed term of a service agreement the participant or their representative signed before support began. Without that clause, a short notice cancellation is not claimable — fix the agreement first, then it applies to future bookings.
How much notice must a participant give to avoid a cancellation charge?
As at the 2026-27 PAPL, a cancellation is 'short notice' if given with fewer than 7 clear days' notice, or if the participant does not attend. Clear days exclude the notification day and the appointment day. Always confirm the current period in the applicable PAPL, as it has changed in the past.
What percentage of the fee can I claim for a no-show?
You can claim 100% of the agreed session fee, up to the relevant support coordination price limit, when the cancellation meets the short notice or no-show definition and your conditions are met. There is no reduced or partial cancellation rate under the current PAPL.
Can I claim a cancellation and also do other billable work in that time?
No. One of the conditions for claiming is that you could not reallocate the time to other paid work. If you fill a no-show slot with billable coordination for another participant, you claim that work — not the cancellation. Claiming both bills the same hour twice.
Will the 90-day claim window affect cancellation claims?
Yes. From 1 December 2026 the claim window shortens from two years to 90 days, so a cancellation you delay claiming can become unclaimable. Bill cancellations in the same cycle as your delivered supports rather than batching them later.