Member Cancellation Policy

Effective from:
26 November 2025
Approved by:
Chief Operating Officer

At a Glance

This policy outlines how cancellations are managed when a visit cannot proceed as planned. It ensures fairness to both Members and Helpers while supporting continuity of care and operational efficiency.

Scope

This policy applies to:

  • All Members receiving services from Five Good Friends.
  • All employees involved in scheduling care and services, handling visit-related charges, or communicating with Members.

Objective

The objective of this policy is to:

  • Ensure visit cancellations are managed in accordance with government rules.
  • To provide a clear, consistent process for managing visit cancellations ensuring fairness to both Members, Helpers and Five Good Friends.
  • Ensuring Five Good Friends can maintain service continuity, and apply cancellation fees appropriately.

Definitions

  • Cancellation Fee - A charge applied when a scheduled service is cancelled by a Member with less than the standard notice period.
  • CHSP - The Commonwealth Home Support Program, an initiative of the Department of Health, Disability and Ageing to develop and maintain a cohesive Australian community and improved independence and self-sufficiency.
  • Contribution - The amount a Support at Home Member pays towards the cost of their care, based on their Services Australia income assessment or the amount a CHSP Member pays for the provision of their services.
  • Late Cancellation - means the standard notice period has not been provided for acancellation of a scheduled service.
  • NDIS - The National Disability Insurance Scheme, a national program that provides funding and support to people with permanent and significant disabilities.
  • No Show - means the Member was not present at the agreed place or at the agreed time of the scheduled service.
  • Privately Funded - Where a Member pays privately for services provided to them by Five Good Friends. Services are not funded by the government.
  • Scheduled Service - A planned and confirmed visit arranged between a Member and a Helper, with a specific date, start time, duration, and type of support agreed upon in advance.
  • Standard Notice Period - The minimum amount of time a Member must give to cancel or reschedule a scheduled visit without incurring a cancellation fee. Refer to each funding program for the applicable notice period.
  • Support at Home Program – The government’s new aged care program which commenced on 1 November 2025, replacing Home Care Packages and other in-home supports.
  • Replacement Visit - A visit where the originally scheduled Helper is unable to attend, and a replacement Helper is arranged.

Cancellation Policy

  • Members are asked to provide notice if they need to cancel or reschedule a visit in accordance with the standard notice period per funding program outlined below.
  • If a Member cancels a scheduled service within the standard notice period, Five Good Friends will record the visit as cancelled (not delivered).
  • If a Member fails to provide the standard notice in accordance with this policy or is a no show, Five Good Friends will charge the applicable late cancellation fee, and the Member may have to contribute towards the cancelled service subject to their funding program.
  • Five Good Friends have discretion to waive the cancellation fee and Member contribution if the Member provides evidence there were reasonable grounds for the late cancellation or no show.  Reasonable grounds can include, but are not limited to:
    • the Member was in hospital
    • the Member was experiencing a health incident
    • the Member’s informal support arrangements changed unexpectedly.
  • Independent Contractor Helpers may choose to waive their cancellation payment when a visit does not proceed outside the standard notice period.  Any Independent Contract Helper who wishes to waive the cancellation payment should notify Five Good Friends so the record can be updated.

Standard Notice Period per Funding Program

Support at Home and Commonwealth Home Support Program:

  • Members are asked to provide at least 48 hours’ notice if they need to cancel or reschedule a visit.
    • Cancellations made more than 48 hours before the scheduled visit will not incur any charge.
    • Cancellations made within 48 hours of the scheduled visit are considered late cancellation and will be charged a cancellation fee.

NDIS:

  • The Cancellation Policy applies as per the NDIS Service Agreement (currently 24 hours, unless otherwise updated).

Privately funded:

  • The Cancellation Policy applies as per the Privately Funded Service Agreement (currently 24 hours, unless otherwise updated).

When a Helper Cancels

  • If a Helper cancels a visit (for example, due to illness or unforeseen circumstances), Five Good Friends will attempt to find a suitable replacement Helper for the Member’s visit.
    • Members will not be charged for a visit cancelled by the Helper if a replacement is not found.

When a Replacement is Placed

  • If a Helper cancels a visit and a replacement Helper is placed, the visit is considered a scheduled service.
  • If the Member chooses not to proceed after a replacement has been scheduled, this will be treated as a Member-initiated cancellation, and the cancellation fee will apply (as it falls within the late cancellation period before the visit start time).
  • Five Good Friends will contact the Member’s primary contact to confirm the replacement details.
  • Five Good Friends prefers that Members do not opt out of replacement visits via SMS due to the volume of SMS that come into the business.  If a Member wishes to cancel, please contact us directly on 1300 787 581 — otherwise, the visit will remain as scheduled.

Member Replacement Preferences

  • If a Member prefers to confirm replacements themselves before a new Helper is scheduled, this should be noted on their profile. In this case, Five Good Friends will not automatically schedule replacements and will contact the Member or their primary contact for approval.

Disputes and Resolution

  • Where a Member disputes a charge, Five Good Friends will review the case and refer to this policy for consistency. Exceptions may be approved by the Rostering Team Leader, Care Team Leaders or Head of Department.

References and Related Documents

Five Good Friends

External

  • Aged Care Act 2024
  • Aged Care (Consequential and Transitional Provisions) Act 2024
  • Aged Care Rules 2025
  • Support at Home Program Manual - a Guide for Registered Providers
  • Support at Home - Participant Contributions (Department of Health, Disability and Ageing)
  • Support at Home - Claims & Payments Business Guidance
  • CHSP Program Manual 2025-2027

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