Cancellation & Appointment Policy
Clear expectations to support reliable, high-quality care.
Why we have a cancellation policy
VEZBA operates a community-based service model. Appointments are scheduled in advance and time is reserved specifically for each client.
Late cancellations or missed appointments limit our ability to reallocate time and impact service availability for others. This policy helps ensure fairness, consistency and sustainability of care.
Cancellations and notice period
We require a minimum of 24 hours’ notice for appointment cancellations or changes.
Cancellations made with less than 24 hours’ notice, or non-attendance without notice, will be charged in accordance with the relevant funding pathway or fee schedule.
Funding-specific information
NDIS
Late cancellations (less than 24 hours’ notice) will be charged in line with NDIS Pricing Arrangements.
Charges may apply where a clinician is unable to reallocate the appointment time.
Workers Compensation / SIRA / CTP
Cancellation policies are applied in line with insurer and scheme requirements.
Where applicable, missed or late-cancelled appointments may be billed.
Aged Care – Support at Home
Cancellations may be charged depending on service agreements and notice provided.
Private Rehabilitation
Late cancellations or non-attendance may incur the full session fee.
Exceptional circumstances
We understand that unexpected events can occur. Where there are genuine exceptional circumstances (such as sudden illness or emergencies), please contact us as soon as possible. These situations will be considered on a case-by-case basis.
How to cancel an appointment
Appointments can be cancelled by:
Contacting our team via phone or email
Responding to appointment confirmation messages (where applicable)
Please cancel as early as possible to allow reallocation of appointments.
Questions about this policy?
If you’re unsure how this policy applies to your situation, our team is happy to clarify.