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Policy

Fees & Cancellation Policy

Version 1.0 · Last updated: 30 July 2026· Reviewed annually

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1. Purpose

This policy explains how GTI charges for services, how your NDIS funding is managed, and what happens if you need to cancel or don't attend a scheduled support. It's designed to be transparent, fair, and consistent with NDIS pricing rules.

2. How Our Fees Work

  • All GTI supports are charged in line with the current NDIS Price Guide
  • GTI will never charge you more than the NDIS Price Guide allows
  • The specific supports, frequency, and costs that apply to you are set out in your individual Service Agreement, which you review and agree to before supports begin

3. How Your NDIS Funding Is Managed

NDIA-Managed

The NDIS pays GTI directly. You don't need to manage payments yourself.

Plan-Managed

Your plan manager pays GTI on your behalf and tracks your spending.

Self-Managed

You manage your NDIS funding yourself and pay GTI invoices directly.

If you're unsure how your plan is managed, ask your NDIS planner or Local Area Coordinator.

4. Cancellations

If you cannot attend a scheduled support, please tell us as early as possible.

  • Under the NDIS pricing rules, GTI may charge a cancellation fee if a session is cancelled with less than 2 business days' notice, or if you do not attend (a no-show)
  • Where a cancellation fee applies, it is charged at 100% of the agreed support item price, consistent with the current NDIS Pricing Arrangements
  • We understand things happen unexpectedly. If this occurs, contact us and we will discuss your situation before any fee is applied

5. How to Cancel

  • Contact your support worker directly, or
  • Contact the Director, Shruti Adhikari — 0426 189 249 / nurses@guidancetoindependence.com.au, or
  • Contact the Operations & Compliance Officer, Sarvesh Upadhyay, for rostering-related cancellations — 0424 117 573 / operations@guidancetoindependence.com.au

6. Invoicing and Payment

GTI issues invoices fortnightly or monthly, depending on what's set out in your Service Agreement. Self-managed participants are asked to settle invoices promptly; if you have any difficulty with a payment, contact us as early as possible so we can work through it with you.

7. Changes to Your Support Needs

  • If your NDIS plan funding is running low, let us know as early as possible so we can plan accordingly with you
  • You can ask to change the type, frequency, or provider of your support at any time by speaking with your support worker or the Director
  • GTI will always be transparent about costs before any change is made

8. Ending Your Service Agreement

  • You can end your Service Agreement with GTI by giving 14 days' written notice
  • Either party can end the agreement immediately if there is a safety concern
  • Changing providers will not affect your NDIS plan — your funding stays with you

9. Questions or Disputes About Fees

If you believe you've been charged incorrectly, or have any concern about fees or cancellations, this is treated as a complaint under GTI's Complaints & Feedback Policy — contact your support worker, the Director, or the CEO. See that policy for the full escalation pathway.

10. Related Documents

11. Legislative References

  • NDIS Act 2013 (Cth)
  • NDIS Pricing Arrangements and Price Limits (current version)
  • NDIS Practice Standards and Quality Indicators 2021

12. Contact Us

Guidance to Independence

General enquiries: info@guidancetoindependence.com.au · 0421 007 153

Website: www.guidancetoindependence.com.au