The referral pathways guide
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Cancellation and non-attendance
Effective 1 July 2026
We ask for at least 48 hours’ notice to change or cancel a standard appointment, counted back from your appointment time. Inside 48 hours the client portal stops accepting changes, so from that point it is a phone call. The sooner the better, as the fee depends on when we hear from you.
| Notice you give us | What is charged |
|---|---|
| 48 hours or more | No fee |
| 24 hours to under 48 hours | 50% of the session fee |
| Under 24 hours, or non-attendance | The full session fee |
Deposits
A deposit of 50% secures an initial consultation or an assessment. With the notice the appointment needs (48 hours, or seven days for an assessment), your deposit moves with you to a new appointment, or is refunded if you cancel.
Where a deposit has been paid, it is applied to the charge rather than lost on top of it.
Monday appointments
For an appointment on a Monday, notice must reach us by 5pm on the preceding Friday.
Appointments that need seven days’ notice
Assessments and groups need seven days’ notice, because the time is booked and prepared in advance.
| Appointment | 48 hours to under 7 days’ notice | Under 48 hours, or non-attendance |
|---|---|---|
| Assessment | 50% of the fee | The full fee |
| Group program | No refund | No refund |
NDIS-funded appointments
If you cancel with less than two clear business days’ notice, or do not attend, we may claim up to the full fee from your NDIS plan, as your service agreement sets out. For a Thursday appointment, that means telling us by the end of Monday. With two clear business days’ notice or more, there is no charge.
What cannot be claimed
Medicare and private health funds do not cover cancellation fees. NDIS-funded appointments follow the NDIS rules above. For any other funder, the terms of its approval apply; ask us.
If something unavoidable came up, tell us. Genuine emergencies are reviewed case by case. We would rather hear what happened than charge somebody who was in hospital.
How to cancel or reschedule
Two ways, and which one you need depends on how much notice you are giving us.
- 48 hours or more’ notice: do it yourself, any time. Sign in to the client portal and change or cancel the appointment. No fee, and you will see the new time straight away. Monday appointments, assessments, groups and NDIS-funded appointments have their own notice, above: inside it, call us.
- Under 48 hours: call us on 1300 084 200. The portal stops accepting changes at that point, and a phone call is preferred: Monday to Friday, 9:00am to 5:00pm. If we are closed, leave a message, or email info@mindhealth.com.au so there is a written record. The time it reaches us is the time we count. We can’t accept a cancellation by text message or social media.
What the portal can and cannot do. You can also book a new appointment, join the waitlist, complete your forms, see your invoices, and send us a document. A referral or a plan goes under My Documents → Your Uploads, encrypted, straight onto your file. Three rules are ours, and the portal does not know about them. A Monday appointment counts back to 5pm on the preceding Friday. Assessments and groups need seven days, and NDIS-funded appointments two clear business days. For these, call us rather than relying on the portal to stop you.
Session fees, Medicare rebates and private health cover are on our fees & rebates page.