This article explains the criteria Lumary uses to determine whether a cancellation meets the NDIA's short notice cancellation requirements.
If a client cancels an NDIS funded service at short notice, the provider may still be able to claim fees for the service. Under the NDIA's rules, short notice cancellation is when "the participant does not show up for a scheduled support within a reasonable time, or is not present at the agreed place and within a reasonable time when the provider is travelling to deliver the support."
Alternatively, the following notice periods should be applied:
- 2 clear business days, which "typically applies to non-DSW supports where a participant has provided less than two (2) clear business days' notice of cancellation for a support", or
- 7 days, which "typically applies to DSW supports where a participant has provided less than seven (7) days' notice of cancellation for a support".
Required packages and permissions
Available with: Lumary 21 minor release 5 and later
For a cancellation to be claimable through the NDIS using Lumary:
- the cancellation must occur within the NDIA's short notice cancellation timeframe requirements
- the service must be eligible for cancellation claiming as indicated in the NDIS Support Catalogue, and
- the reason must be one of the four eligible reasons under the NDIS.
| Cancellation reason | NDIS code |
| No show due to health reasons | NSDH |
| No show due to family issues | NSDF |
| No show due to the unavailability of transport | NSDT |
| No show due to other reason | NSDO |
From the Lumary 22 release, the system supports public holidays being automatically excluded from clear business days when public holiday calendars are linked to sites.
Providers on the Lumary 21 minor 5 release may need to use the Service Delivery Entry screen to create service delivered (SD) records for cancellations where the notice:
- is within the 2 day short notice cancellation policy requirements, and
- occurs across a public holiday.
The NDIA describes several other requirements for claiming short notice cancellations. We recommend you review the NDIS Pricing Arrangements and Support Catalogue to make sure your cancellations meet all of the relevant criteria.
Two (2) clear business days
The NDIA's definition of 2 clear business days starts from the time of the scheduled appointment and includes:
- the day the provider was notified of the cancellation, and
- the scheduled day up until the time of the appointment.
It does not include weekends or public holidays.
For example, a participant has an appointment booked for 10 am on a Wednesday following a Public Holiday Monday. If they cancel:
- before 10 am on the Friday before the appointment, the service would not be eligible for claiming as a short notice cancellation, or
- after 10 am on the Friday before the appointment and the circumstances meet the other requirements, the provider may be able to claim the service as a short notice cancellation.
Seven (7) days
The NDIA's definition of 7 days starts from the time of the scheduled appointment and includes:
- any calendar day, regardless of whether it is a weekend or public holiday
- the day the provider was notified of the cancellation, and
- the scheduled day up until the time of the appointment.
For example, a participant has an appointment booked for 10 am on a Tuesday. If they cancel:
- before 10 am on the Tuesday before the appointment, the service would not be eligible for claiming as a short notice cancellation, or
- after 10 am on the Tuesday before the appointment and the circumstances meet the other requirements, the provider may be able to claim the service as a short notice cancellation.