Finance/Cancellation
Cancellation Policy

Controlled Document

1.  Purpose

This policy provides the framework for Activ’s obligations towards customers, staff and funders should a customer request a cancellation of services.

2.  Scope

This policy applies to all Activ’s customers, staff and services.

3.  Policy Statement

Activ is committed to providing our customers with an excellent service. In order to optimise our service delivery to all our customers we require notice from a customer should they need to reschedule or cancel (refer to Activ’s Cancellation procedure for details).

The cancellation of an Activ service by a customer may result in:

·  the customer being charged full or part of the applicable fee for the booked service,

·  the customer being charged a cancellation fee where appropriate; and/or

·  funding being claimed.

If Activ fails to deliver a scheduled service, no charge is payable by the customer or the funder.

Whenever a service is repeatedly cancelled by the customer, Activ will take steps to explore with the customer other opportunities to deliver further services that remain relevant to the customer’s goals as identified in their Person Centred Plan (PCP).

4.  Definitions

Cancellation of Service: Cancellation of service refers to a customer’s scheduled service not being required or able to be received.

Claim: Funded support drawn down from customer’s funding.

Customer: People living with disability and any other individual or entity purchasing Activ’s services.

Notice: Where notice is given as per Activ’s Cancellation procedure.

Person Centred Plan: Details the goals and activities a customer wishes to undertake to achieve or maintain the lifestyle of their choice.

Repeatedly cancelled service: When a customer cancels four (4) or more scheduled services in row.

Scheduled Service: A planned and rostered service or training.

5.  Key Related Policies and Documents

·  Cancellation Procedure - Customer (AQuA No 2269)

·  Cancellation Procedure - Staff (AQuA No TBA)

·  WA NDIS My Way Pricing Framework for trial in Cockburn/Kwinana, 1 July 2015

·  NDIA Price Guide, 1 August 2015

6.  Consultation Process

·  Policy Working Group

·  Transitional Leadership Team

AQuA No: 2268 Issue Date: 6/6/16
Version: 2 Review Period: 3 years Review period:2 years / Author: Divisional Finance Manager
Authoriser: TLT. Minute no 201606.1 / Uncontrolled
When Printed / Page 2 of 2