CATTS’ Cancellation Policy

Cancelled Therapy Sessions

“I could be helping someone else now.”

What is CATTS’ Cancellation Policy?

Cancellations in health services (both public and independently operated) account for one of the largest amounts of wasted opportunity in the system. A cancelled therapy session equates to someone else not getting a needed appointment, or being left waiting on a waitlist.

At CATTS, we try to address the balance between a lapse of memory, and a genuine reason for a missed session.

To do this, our Cancellation policy is as follows:

  • If an appointment is cancelled with more than 24 hours notice we will reschedule without any charge.
    This is to accommodate anyone who has a known conflict in their schedule arising, and can give us adequate notice.
  • If the appointment is cancelled within 24 hours of its start time for any reason, we will need to charge the full amount. There may be individual emergency circumstances which we will be able to waiver this fee, however it is on a case by case basis, and you may still be required to pay a small venue surcharge.
  • If your therapy is being subsidised or otherwise paid for by another organisation, and you cancel less than 24 hours, or are a DNA, we charge the Full therapy fee as listed on our website, which is payable by the carer of the person receiving therapy.

If you are a DNA (Did Not Attend) for your appointment, the therapist will usually try to call you after waiting about 10 minutes past the due start time.

If they are able to contact you, and you are stuck in traffic or otherwise delayed but planning to attend, they will continue with the remainder of your allotted time once you arrive.

If they can’t get hold of you, or get a voicemail, they will leave a message confirming that you had an appointment at the allotted time, and request you to call them as soon as you can to reschedule.

You will be required to pay for this missed session. Once you return the therapist’s call, and if there is a genuine emergency reason or otherwise, they can waiver the DNA fee.

CATTS will usually try send you a text reminder 48 hours before the start time to assist in case of any last minute changes to your schedule.

This is to remind you when your therapy session is taking place, and to give you an opportunity to reschedule should something have arisen in the meantime.

However, this may not always be possible so please confirm with your therapist if you have a question about your next therapy date.

The aim of the cancellation policy is to ensure that everyone who needs our service, can receive it.

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