Effective date 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.