EdHealth Cancellation Policy

EdHealth is engaged to provide a range of services to support workers and NDIS clients. These services are either paid for by the NDIS or disability organisation. In relation to the cancellation of services, we follow the Service Cancellation guidelines outlined by the NDIS.

It is the responsibility of the disability organisation using EdHealth’s services to reinforce to their staff their need to attend the Online Skills Check (OSC). EdHealth provides emailed information to the participant outlining the date, time and link to join the OSC session and the resources they will require in the session. EdHealth also sends participants a reminder the day before the session.

OSC Cancellation or non-attendance

If a session is cancelled by the disability organisation, if the cancellation is less than 24 hours before the time of the session, this will be deemed to be a late cancellation.

Where one person is booked for an OSC, the presenter will wait for 15 minutes. If the person does not attend in this time, the session is deemed to be a late cancellation.

When more than one participant booked for the group, the session will commence at the set starting time. If a participant is late it is at the discretion of the EdHealth presenter running the session if the late arrivee can join the group. This will depend on the time availability of the presenter. If unable to extend the session, the late arriver will be asked to re-book into another session. There will not be a refund for the time allowed for their participation in the session they were late to arrive for or did not attend.

Home Assessment or online assessment

In circumstances where the participant and their support/family are not on site for a home assessment or do not dial in for the online assessment, the EdHealth representative will wait for 15 minutes and during this time attempt to contact the contact we have for the NDIS participant to identify if they are going to be there within 15 minutes. If they arrive within this time the representative will start the service as soon as they arrive within that 15 minute window. If they are not able to do this, then the session will be deemed to be a late cancellation and the cost of the service applied.

Cancellation notification: Cancellations made more than 24 hours before the start of the booked service are to be made via email or phone. Arrangements will be made to re-book the session at a mutually convenient time to EdHealth and the disability organisation and their workers.

Cancellation Cost: When a session is cancelled or participant/s don’t turn up in the circumstances described above, there will not be a reimbursement of the session payment. Individuals requiring re-booking will need to be booked into another session, with the appropriate fees applying (up to a total of $1000) Responsibility for the payment of the late cancellation will be dependent on who was responsible for the payment of the session to be provided i.e. disability organisation or NDIS. Payment is required before a replacement session is booked.

Disability support organisations are informed of our Cancellation Policy in the Diabetes 4 Disability Support Disclaimer document. NDIS participants/nominees receive a copy when the Service Agreement is issued.

To cancel an Online Skills Session: Email our administration team office@edhealth.com.au or call 0412 102 048, as soon as you are aware of the possibility of cancellation and we will work with you to re-schedule the session. This policy aligns with the NDIS policy on short notice cancellations. Thank you for your understanding and cooperation.

Document approved: 12/6/2023; Updated 12/04/2026

Copyright 2026 EdHealth Australia