Summary
If you are treating a NSW workers compensation patient, non-attendance or cancellation fees cannot be charged to the injured worker under SIRA regulations.
What Providers Cannot Charge
For treatment services provided under a workers compensation claim, providers must not:
Charge injured workers or insurers for missed appointments or “no-shows”
Apply cancellation or late cancellation fees to the worker
Add extra penalty fees to the worker for not attending an appointment
Ask injured workers to personally cover the cost of unused appointment time
⚠️ Important:
These rules apply specifically to NSW workers compensation treatment services, such as physiotherapy and psychology, provided under an approved claim.
They do not apply to:
Private patients, where clinic cancellation policies may apply
Other funding schemes, which may have different rules
Prevention Strategies
While no-show fees cannot be charged, strategies can be implemented to reduce missed appointments.
1. Appointment reminders
Send SMS or email reminders 48–72 hours prior to appointments
Send a second reminder 24 hours prior to the appointment
Use Avaana’s automated reminder system where available
2. Flexible scheduling
Offer morning, evening, or weekend appointments if available.
3. Communication with Case Managers
If missed appointments become a recurring pattern, this should be communicated to the claimant's case manager. You may include relevant attendance records from the Avaana platform and any recommendations regarding ongoing engagement or treatment planning.