Physiotherapy Late Cancellation and Non Attendance Policy

You’ll receive an SMS reminder the day before your appointment. Can’t make it? Simply let us know. That way, you will you avoid non attendance and late cancellation fees.

PGSW is committed to providing a fantastic service to our clients, when they need it the most! This means we are often fully booked and appointment times are limited. We often have a wait list of clients needing our help.

Unfortunately when an appointment is missed, not only do we miss helping you, but it also prevents another client utilising that appointment.

Many of our clients are amazing and we enjoy seeing your faces regularly. This policy is to outline the policy for those who don’t respect our time and commitment to helping our clients, and disrespect other clients needs also. We have implemented a simple cancellation and non-attendance policy to ensure we can continue to help our clients in a timely manner.

Effective from: 14/08/2026

Physio Group South-West is committed to providing clear and transparent information about our prices, payment requirements and appointment policies.

Appointment reminders

As a courtesy, we will normally send an SMS reminder before your appointment. Please ensure that your contact details are current.

SMS reminders are a courtesy, and clients remain responsible for attending or changing their appointments if a reminder is delayed or not received.

Cancelling or changing an appointment

We appreciate as much notice as possible if you need to cancel or change an appointment.

For appointments other than NDIS-funded appointments, please provide at least two hours’ notice. A cancellation made with less than two hours’ notice is considered a late cancellation.

Different notice requirements apply to NDIS-funded appointments, as explained below.

Our two-strike policy

Late cancellations and missed appointments are counted together under our two-strike policy.

We will generally waive the fee for the first late cancellation or missed appointment. A fee may apply if another late cancellation or missed appointment occurs within:

• three months for physiotherapy appointments; or
• six months for massage appointments.

For example, if a client cancels an appointment with less than two hours’ notice and then misses another appointment within the applicable period, the second occurrence may attract a fee.

Physio Group South-West may waive a cancellation or non-attendance fee at its discretion. Any waiver applies only to that particular occurrence and does not require us to waive fees on future occasions.

Cancellation and non-attendance fees

The following fees may apply based on the duration of the appointment reserved:

Cancellation and non-attendance fees generally cannot be claimed through Medicare, private health insurance, DVA, workers compensation or motor vehicle accident insurance. Unless different funding rules apply, the fee will be the client’s responsibility.

Where a cancellation or non-attendance fee remains outstanding, we may require the fee to be paid, or a payment arrangement to be made, before booking further appointments.

NDIS-funded appointments

Different cancellation requirements apply to NDIS-funded appointments.

Under current NDIS arrangements, a physiotherapy appointment may be treated as a short-notice cancellation if the participant:

• provides less than two clear business days’ notice; or
• does not attend the scheduled appointment.

Our two-strike policy still applies. We will generally waive the fee for the participant’s first short-notice cancellation or missed appointment. If another occurs within three months, we may claim a cancellation fee from the participant’s NDIS funding where:

• the cancellation terms have been agreed with the participant;
• the relevant NDIS support permits cancellation charges;
• we could not fill the appointment or undertake other billable work; and
• the charge complies with the current NDIS Pricing Arrangements and Price Limits.

Where these requirements are met, up to 100% of the agreed fee for the appointment may be claimed from the participant’s NDIS funding.

If the cancellation cannot be claimed from the participant’s NDIS funding under the applicable NDIS rules, we will not claim it from their NDIS plan.

Changes fees

Our fees may change from time to time. The applicable fee will be the fee advised to the client on this page.

Consumer rights

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law or any other applicable legislation.

Contacting us

Please contact your clinic as soon as possible if you need to cancel or change an appointment or have questions about a charge:

Australind: (08) 9797 1111
Collie: (08) 9734 5620

→ Help us NEVER charge a missed appointment or late cancellation fee.

→ Avoiding fees is easy. All you need to do is give us plenty of notice (more than 2 hours).

→ Unexpected emergency? Call us when possible to let us know you’re OK. We always take extenuating circumstances into consideration.

→ Bonus! You’ll get to chat to one our lovely Client Experience Officers!