Cancellation & Rescheduling Policies

We understand that unexpected delays and emergencies can occur! However your time, effort and well-being are all important to us.

For Private or Medicare Clients:
If you need to cancel or reschedule your appointment, we respectfully request a minimum of 48 hours' notice. 

Any cancellation or reschedule requested less than 48 hours' prior to the appointment will result in a 50% late cancellation fee. 
Any cancellation or reschedule requested less than 24 hours' prior to the appointment will result in a 100% late cancellation fee.

If you arrive to your appointment late, please be advised our psychologists' cannot extend your session time. If you are more than 15 minutes late, your appointment will be forfeited and invoiced as a non-attendance appointment, and you will be charged the full fee of the appointment.

For NDIS clients:
In accordance with the NDIS Pricing Arrangements and Price Limits (2022-23, page 22) guide, Brain Balance Psychology as the "provider" of the service reserves the right to charge 100% of the fee associated with the service from the participant's NDIS plan. 

Claims for short notice cancellations/no-shows will be made using the same psychology line item that would be used if the support was delivered. Claims will be made via invoice to the Self-Managed Participant or the Plan Manager.

A cancellation is a short notice cancellation if the participant:
Does not show up for a scheduled service within a reasonable time 
Is not present at the agreed upon place (Brain Balance office, Telehealth or via Phone)
Has given less than three (3) clear days' notice

No-show policies

If you miss an appointment without notifying Brain Balance, this will be deemed a "non attendance" appointment and you will be charged the full fee of the missed appointment. 

As part of our safety protocol, Brain Balance will attempt to contact you for the next 3 business days to confirm your safety and wellbeing. If we are unable to reach you, we will follow up with the emergency contact provided on your intake form. If we are unable to reach your emergency contact, Brain Balance are obligated to contact your local police station to perform a welfare check.

PLEASE NOTE ALL OUTSTANDING CANCELLATION, RESCHEDULING OR NON-ATTENDANCE FEES 
MUST BE PAID PRIOR TO YOUR NEXT APPOINTMENT.

How to cancel or reschedule your appointment

To cancel or reschedule your appointment, please send us an email at admin@brainbalance.net.au. 

At Brain Balance, we are focused on our clients' recovery and aim to provide person-centred therapy. To have availability for psychological sessions, we do not have active reception hours. Thus, if you wish to cancel or reschedule your appointment, and wish to do this via phone, please call us on 02 7208 8922 and leave a detailed voice message. We endeavour to respond to your call within 2 busines days and we will do our best to find a suitable appointment time for you to rebook.

All above late cancellation, rescheduling and non-attendance appointment fees are applicable for all 
appointment types including initial therapy appointments and initial assessment consultations.

Automated reminders for your appointment

When completing the intake process and/or signing the informed consent document, you as the client are agreeable to receiving automated email reminders 3 days prior to your appointment. Please note that these emails are automated and do not require a response. These emails are sent at approximately 9:00am (i.e. if your appointment is on Thursday, the email will be automated and sent by our system at 9:00am on Monday).

If by this time, you wish to cancel or reschedule your appointment, please do so at your earliest convenience to remain outside of the 48 hour late cancellation fee window (as referenced above).

 If you do not wish to receive an email reminder, please notify us during your intake process or notify our admin team. 

Please note this is a courtesy reminder only. If for any reason you did not receive a reminder email and have missed your appointment, you will still be responsible for paying the fee. If you are ever in doubt, please feel free to call or email us to confirm your appointment.

Zero Tolerance Bullying Policy

Brain Balance Psychology shares NSW Health's 'Zero Tolerance' approach to violence in the workplace. Violence is defined as any incident in which an individual is abused, threatened or assaulted (including swearing, intimidation and stalking). 

This initiative notes that all staff members at Brain Balance have the right to work in a safe workplace. This extends to communications via phone and email. Brain Balance staff members including psychologists, administrative assistants, accounts team, contractors and subcontractors including visiting practitioners, NDIS personnel such as support coordinators and support workers, and labour hire/tradespeople. All clients also have the right to visit and receive adequate health care in a therapeutic environment, free from risks to their personal safety and from any exposure to acts of violence.

Any client, support person, representative, or visitor who is abusive towards Brain Balance staff will be asked to leave the premises and all support will be terminated (for both face to face and telehealth sessions). Psychological services and duty of care will be withdrawn and transferred to another practice/practitioner where possible.

Please be advised security cameras/alarm systems are in use within the Brain Balance clinic for the safety of our staff and clients. 

Incident reports and/or investigations including "near misses" will be completed within our internal systems. All physical assault and/or serious threats (of assault) must be reported to police and/or other mandatory reporting agencies.

POLICIES