If you are unable to attend your appointment, we ask that you provide notice via phone or email at least 2 business days prior to your appointment time.
When will a fee be charged?
- A minimum of 24 hours’ notice is required to cancel your appointment and you will not incur a fee (unless your appointment is on a Monday where you will need to contact the clinic by 12pm Saturday to cancel your appointment without penalty)
- Cancelling an appointment within 24 hours incurs a fee equivalent to your consultation fee which will be charged and required to be paid when you call to cancel your appointment. This cannot be claimed back through Medicare.
- Cancelling an appointment due to illness under 24 hours from your appointment will incur a fee of 50% of your consultation fee.
Why is a cancellation policy in place?
Our clinic values your treatment, and those on the waiting list. As you can understand it is nearly impossible for a psychologist to book in a new client at very short notice. A late cancelled appointment is a loss to three people:
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The client who is delaying their therapy progress
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Another client who is on the waiting list to see the psychologist urgently
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The psychologist who spent the morning preparing for the session
When will a fee be waived?
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If reception is notified via phone or email that you are unwell within two business days (48 hours) of missing your appointment, and a medical certificate can be supplied within seven (7) days of your missed appointment;
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If an extenuating circumstance or emergency has occurred.
When must the fee be settled?
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Cancellation fees are payable within 48 hours of the cancelled appointment (this timeframe excludes weekends and public holidays).
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Please note, Medicare does not cover cancelled appointment fees.
How is the fee settled?
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If CFIH has not heard from you via phone or email within 48 hours of your cancellation or non-attendance, we will settle the appropriate fee via Direct Debit using the card information you have provided on the Consent Form. This information will be securely stored in our Customer Management System.
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Your card information will be used only for cancellation fees. Once a payment is made, we will email you a receipt of payment for your records.
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The two-business-day (48-hour) period is considered an appropriate timeframe under the Australian Consumer Law (please ask Reception for a copy of this clause if required).
Rebooking appointments after a cancellation?
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If you miss two or more sessions in a row, your therapist will try to contact you by phone. If we are unable to contact you, we will send you a letter and we will assume that you are well and no longer require our services.
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If you wish to end therapy, we at Anxiety House request that you discuss this with your therapist.
How can I appeal the fee if I believe it is unfair?
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You can address your appeal to the Practice Manager and send to manager@anxietyhouse.com.au We will respond to your appeal within one week.
