Can You Charge for Cancelled Shifts?
Yes, under the NDIS short notice cancellation rules, you can charge for cancelled shifts in certain situations. The NDIS Price Guide 2025-26 allows providers to charge up to 90% of the agreed fee when a participant cancels with short notice or fails to attend a scheduled session (no show).
What Counts as Short Notice?
A cancellation is considered "short notice" if the participant cancels with less than 2 clear business days notice before the scheduled support. For example:
- Shift on Wednesday: participant must cancel by end of business Monday
- Shift on Monday: participant must cancel by end of business the previous Thursday (weekend days do not count as business days)
- Shift on a public holiday: count backwards skipping weekends and public holidays
Rules for Charging Cancellations
- You can charge up to 90% of the agreed fee (not 100%)
- The cancellation policy must be documented in your service agreement with the participant
- You must make reasonable efforts to fill the cancelled time slot with another participant
- You cannot charge a cancellation fee if the participant provides more than 2 clear business days notice
- You cannot charge a cancellation fee if the cancellation is due to a medical emergency or hospitalisation of the participant
How to Invoice a Cancellation
When invoicing for a short notice cancellation, use the same PAPL billing code and shift type rate that would have applied to the scheduled shift, but apply the 90% rate. Clearly note on the invoice that the charge is for a short notice cancellation. Include the original scheduled date and time.
For example, a cancelled 2-hour weekday shift: 2 hours x $70.23 x 90% = $126.41 (instead of the full $140.46). Use our rate calculator to compute the base amount, then apply the 90% factor.
Protecting Yourself
The best way to protect yourself from cancellation disputes is to have a clear service agreement that outlines your cancellation policy. Include the 2-business-day notice requirement, the 90% fee, and exceptions for emergencies. Keep proper records of all scheduled sessions and cancellation communications.
As a sole trader, cancelled shifts can significantly impact your income. Understanding and enforcing the NDIS cancellation policy fairly helps maintain financial stability while respecting your participants' circumstances.