Bellingen Psychology
Cancellation & Non-Attendance Policy
Last updated: 06.08.2026
We understand that life doesn't always go to plan, and sometimes appointments need to change. This policy explains our approach to cancellations and missed appointments, so expectations are clear for everyone, and so we can keep appointment times available and fair for all our clients.
This policy applies across all our services - private-fee, bulk-billed (MHCP/EDP), SIRA workers compensation, NDIS, and telehealth appointments - with a few funding-specific differences set out below.
1. Notice Period
We ask for at least 24 hours' notice if you need to cancel or reschedule an appointment. You can do this by emailing us on contact@bellingenpsychology.com.au.
24 hours or more notice: no fee applies.
Less than 24 hours' notice, or a missed appointment without notice ("non-attendance"): a cancellation fee applies, as set out below for your funding pathway. This isn't a punishment -it reflects that the appointment time was reserved for you and usually can't be offered to another client at short notice.
2. Fees by Funding Pathway
Private-fee clients: the cancellation fee is billed at the standard consultation rate ($220) and is not eligible for a Medicare rebate.
Bulk-billed clients (MHCP/EDP): no cancellation fee is charged under this pathway. We'll ask you to reschedule as soon as possible. If appointments are missed repeatedly, we'll reach out for a conversation about whether your current appointment pattern is working, and whether anything would help - this is about finding the right fit for your care, not a penalty.
SIRA (workers compensation) clients: the same $220 cancellation fee applies as for private-fee clients. SIRA doesn't cover cancellation fees, so this cost is your responsibility.
NDIS participants: cancellation fees follow the current NDIS Pricing Arrangements and your individual Service Agreement. Where permitted, these may be claimed against your NDIS funding; where they can't be, you're responsible for payment.
DSP assessment sessions: the same 24-hour notice policy applies across your assessment sessions, given the process typically involves multiple appointments.
3. How Cancellation Fees Are Charged
Where a cancellation fee applies, we'll attempt to process it automatically using the card details on file. If this isn't successful, we'll attempt it twice more before sending an invoice, which needs to be paid before further appointments can be booked. We'll always let you know if there's an issue with a payment rather than continuing to attempt it without contact.
Outstanding fees need to be settled before future appointments can be scheduled.
4. Repeated Missed Appointments
If appointments are missed or cancelled late on a repeated basis, regardless of your funding pathway, we'll reach out to talk it through with you - this might mean adjusting your appointment schedule, discussing what's making it hard to attend, or reviewing whether the current care plan is the right fit. Our aim is always to support you back into a workable rhythm of care, not to penalise you further.
5. Genuine Emergencies and Exceptional Circumstances
We understand that sometimes short-notice cancellations are unavoidable - a medical emergency, a sudden family crisis, or something similarly out of your control. If this happens, please let us know as soon as you can. Cancellation fees may be waived at the practice's discretion in genuine emergency or exceptional circumstances.
6. Telehealth-Specific Notes
If a telehealth session is disrupted by a technical issue that isn't within your control - for example, a dropped connection - this won't be treated as a missed session for billing purposes. Your psychologist will attempt to reconnect with you or will contact you to reschedule.
7. If We Need to Cancel
If your psychologist needs to cancel or reschedule an appointment (for example, due to illness), we'll give you as much notice as possible, there's no fee, and we'll help you find another suitable time as quickly as we can.
8. Parent/Carer-Assisted Clients
Where a parent or carer is authorised to assist with bookings or payments on an adult client's behalf, cancellation fees will be communicated and processed the same way as for any other client, in line with the scope of that authorisation - this doesn't extend to discussing session content or attendance history beyond what's needed to manage the booking or payment itself.
9. Questions
If you have any questions about this policy, or you're finding it hard to keep to your appointment schedule for any reason, please reach out to us - we're happy to talk through what might help. Email: support@bellingenpsychology.com.au
This Cancellation & Non-Attendance Policy should be read alongside the Consent & Confidentiality Form and Privacy Policy & Collection Notice relevant to your service pathway.