Cancellation policy
Appointment cancellation and no-show policy
Clinics GRP aims to make appointments available fairly across clinic and home-based care. This page explains the notice period, how late cancellations and no-shows are handled, and when policy exceptions may be considered.
Applies to clinic and home-based appointmentsPhone: 1300 693 499
At a glance
Main cancellation rule
In line with the current Fizzio approach, the practical rule is simple: if an appointment needs to change, the safest option is to let the team know no later than the same time on the previous business day.
Notice requirement
- To avoid a cancellation fee, appointments should be cancelled or rescheduled no later than the same time on the business day before the appointment.
- Business days are Monday to Friday, 9:00 am to 5:00 pm.
- Weekends and public holidays are not treated as business days for cancellation timing.
- Cancellation requests received outside business hours are treated as received on the next business day.
Examples
- A 10:00 am Monday appointment should be cancelled by 10:00 am Friday.
- A 3:00 pm Tuesday appointment should be cancelled by 3:00 pm Monday.
- A weekend cancellation for a Monday appointment may still be treated as a Monday business-day cancellation.
In-clinic appointments
- Clients should notify Clinics GRP as early as possible if they need to cancel or change an appointment.
- Late arrivals may result in a shortened appointment, rescheduling, or other practical adjustment depending on the diary.
- Repeated late arrivals may require pre-payment for future bookings.
- Late cancellations and no-shows may result in the full scheduled appointment fee being charged.
Home-based appointments
- Home-based appointments should be changed or cancelled as early as possible so the visit can be reallocated where appropriate.
- Late cancellations and no-shows may result in the full scheduled appointment fee being charged.
- One grace instance may be considered, but ongoing late cancellations or no-shows can lead to stricter enforcement or pre-payment requirements.
Exceptions, funding, and enforcement
- Exceptions may be considered case by case for genuine emergencies.
- Work changes, forgotten appointments, transport issues, and similar last-minute disruptions may still fall within the cancellation policy.
- Government or insurer funding arrangements such as Medicare or other third-party reimbursement pathways do not generally cover late cancellation or no-show fees.
This page has been adapted from the current Fizzio Clinics cancellation policy and reframed for the Clinics GRP site structure. It should still be reviewed operationally before being treated as final policy wording.