When a participant cancels at short notice, record the cancellation on the shift. If it is chargeable, the next invoice run bills it with the cancellation claim type.
Before you begin
- Permission to cancel shifts (rostering) and to generate invoices (finance).
- The participant’s service agreement includes the short-notice cancellation term.
- Cancellation billing is on (it is by default).
Record the cancellation on the shift
- Open the shift and select Cancel shift.
- Choose Cancelled by: Participant, Nominee or family, Us (provider) or Worker.
- Choose the Reason and add a Note (optional).
- Read the preview: Short-notice cancellation or Cancellation with notice, the hours of notice, and whether it is claimable and at what percentage.
- Select Confirm cancellation.
Cancel shift drawer with Cancelled by Participant, a reason chosen and the Short-notice cancellation preview showing it is claimable
Bill it
- Run Billing → Invoices → Generate from shifts for the period. Chargeable cancellations appear as cancellation lines.
- Check Not included for cancellations left off, with reasons such as Cancelled with enough notice – not chargeable or Cancelled by the provider – not chargeable.
- Create the invoices and claim the NDIA ones in the next bulk claim as usual.
Make sure agreements allow it
- Go to Billing → Quotes and agreements and select Templates.
- Open your service agreement template and tick Include the short-notice cancellation term (needed to bill cancellations).
- Templates without it show No cancellation term in the list.
Tips
- Only cancellations by the participant or their nominee can be charged. Provider and worker cancellations are never billable.
- The notice period and percentage come from the NDIS pricing rules in force on the date; see them on Billing → Pricing Schedule → Rules, and check the NDIS Pricing Arrangements for the current rule.
If something goes wrong
The service agreement has no cancellation term.
Update the template and vary or renew the participant’s agreement so it includes the term.
Cancellation charging is off.
Billing of short-notice cancellations is switched off for your organisation. Ask your administrator.
The worker was given other work: not chargeable.
Cancellations are not chargeable when the worker was redeployed.