Short Notice Cancellations (SNCs) can be confusing and sometimes stressful for NDIS participants and families. A common question is:
“What evidence does a provider need before charging a short notice cancellation fee?”
SNC fees are not meant to punish participants. They exist to cover real costs when a support worker is booked, but a cancellation happens too late to find them other paid work.
Why Short Notice Cancellation Fees Exist
Under the NDIS Pricing Arrangements and Price Limits, providers may charge up to 100% of the agreed support price if a participant cancels at short notice.
Short notice means:
• Within 7 days for Disability Support Worker supports
• Within 2 clear business days for non-DSW supports
A provider can only charge this fee if:
• They could not find other paid work for the worker, and
• They still had to pay the worker under workplace rules.
What Does “Evidence” Mean?
Providers must keep clear, reasonable records that show:
• The cancellation happened at short notice
• The provider tried to re-allocate the worker
• The worker was still entitled to be paid
Examples Of Acceptable Documentation
• Rostering records showing the shift and lack of replacement work
• Internal notes or emails showing attempts to reassign the worker
• Payroll or employment evidence showing the worker was paid
Making The Time Meaningful
If staff cannot be reassigned, some providers use the time to support participants in other ways, such as preparing reports, researching activities, or following up referrals.
When Participants Don’T Understand The Fee
SNC fees must be agreed in advance, written clearly in the service agreement, and explained in a way participants understand.
Tips For Good Practice
• Explain cancellation policies clearly
• Keep accurate records
• Be flexible where possible
• Review supports if cancellations happen often
Wrapping It Up
Short Notice Cancellation fees are about fairness and transparency. Providers must show the cancellation was last-minute, the worker could not be re-allocated, and real costs were involved.
Handled respectfully, SNC processes protect workers, support service quality, and maintain trust with participants.
Author: Bloom Care – NDIS Melbourne
Short Participant-Friendly Summary
What is a Short Notice Cancellation?
A short notice cancellation is when a support is cancelled too close to the booking time for the provider to find other paid work for the support worker.
Why might a fee be charged?
A fee may be charged if:
• The cancellation was late, and
• The support worker still had to be paid.
What evidence should a provider have?
Providers should have records that show:
• When the cancellation happened
• That they tried to find other work for the worker
• That the worker was still paid
What should participants expect?
• Cancellation rules should be clearly explained before supports start
• The policy should be written in the service agreement
• Participants can ask why a fee was charged and what evidence supports it
Important to know
Short notice cancellation fees are not a punishment. They exist to cover real costs and help services stay sustainable while supporting workers and participants fairly.
Bloom Care – NDIS Melbourne