Purpose & scope

One&All Limited (ABN 81 674 301 645), trading as ‘One&All’ and ‘One&All Hub’ (we, our or us) understands there are times when a participant cannot attend a planned session of our programs of support. Costs are incurred by us regardless of whether a participant attends a session. This policy aims to minimise the negative effect on both us and our participants when a participant is unable to attend a session.

This policy applies to all NDIS-funded participants who access our programs of support.

Policy

We aim to balance customer and organisational financial interests in relation to cancellations. This policy reflects requirements of the relevant government agencies that fund services clients purchase from us (e.g., NDIS terms of business for registered providers and the most current NDIS Price Guide).

This policy will be brought to the attention of our NDIS-funded participants at the time of the initial offer of our services, via our website and email, and reiterated to them before signing our Service Agreement.

Program of support - meaning

Some group programs, paid for with NDIS funding, are covered by an NDIS approach called “program of support”. Supports delivered as part of a program of support are not subject to the NDIS’s short notice cancellation rules. Our group programs for NDIS-funded participants are covered by this approach.

Absences

The participant’s NDIS plan will be charged for all sessions delivered within the period of the program, including sessions where the participant did not attend.

Cancellations

Notice periods

Participants are able to cancel a program of support at any time by giving us two (2) weeks’ notice of their intention to do so. That notice should be sent by email to info@oneandallhub.org.

Withdrawal of Support

Context

One&All is committed to person-centred, trauma-informed and rights-based practice. We recognise that participants have the right to make choices, including choices that involve risk. Withdrawal of support is handled with transparency, fairness and compassion, and only considered when risks cannot be reasonably managed.

Principles

Dignity of Risk: Participants have the right to take risks and make decisions, even when those decisions may involve potential harm. Withdrawal of support will only occur when risks cannot be reasonably mitigated.

Least Restrictive Response: Withdrawal is a last resort, after all reasonable adjustments, interventions and collaborative strategies have been attempted.

Transparency and Fairness: Participants (and their nominees or support coordinators) will be informed, consulted and supported throughout the process.

Grounds for Withdrawal

Support may be withdrawn when one or more of the following occurs:

• Violence or Abuse: Repeated or serious physical, verbal or psychological abuse toward staff, other participants or members of the public.

• Unsafe Environments: Situations where the service environment becomes unsafe for staff or participants and cannot be safely managed.

• Illegal Activity: Evidence of criminal behaviour that compromises safety or legal compliance.

• Repeated Attendance Under the Influence: Ongoing attendance while under the influence of drugs or alcohol, where this creates safety risks or breaches the Service Agreement.

• Breach of Agreement: Serious or repeated breaches of the Service Agreement, Code of Conduct or behaviour expectations.

• Refusal to Sign the Service Agreement: Where a participant (or nominee) declines to sign the Service Agreement, preventing the establishment of agreed expectations and responsibilities.

• Non-Payment: Sustained failure to pay service fees despite reasonable attempts to resolve the matter.

• Community Fit and Participant Safety: Where a participant’s conduct results in repeated complaints, causes others to feel unsafe, or is incompatible with the values and culture of One&All. Mediation, reasonable adjustments and behaviour support will be explored before withdrawal is considered.

Process

Early Intervention

• Concerns are raised with the participant and/or their nominee.

• A risk assessment is conducted and support strategies reviewed.

• External supports (e.g., support coordinators, behaviour practitioners, advocates) are engaged where appropriate.

Formal Warning

• A written notice outlines the issue, steps taken to date and expectations for resolution.

• A resolution meeting is offered.

Final Notice of Withdrawal

If risks remain unmitigated, One&All may issue a final notice including:

• Reason for withdrawal

• Date of cessation (minimum 14 days’ notice, unless there is immediate risk)

• Information on complaints and review processes

Emergency Withdrawal

If there is imminent risk of harm, services may be suspended or withdrawn immediately.

A critical incident report will be completed and relevant authorities notified as required.

Cancellation charges

Where a participant cancels a program of support with the required 2-week notice, we will charge 100% of the scheduled fee for sessions taking place during the 2-week notice period, regardless of whether the participant attends the sessions or not. No charges will be made for sessions after the end of the 2-week notice period.

Where One&All cancel a program of support, no charge is made to either the participant or to the NDIS.

Special circumstances

Charges may be waived if the participant has experienced a significant event. The decision to waive the charge is made as a gesture of goodwill and can only be made by Romy Wolman, Executive Director.

Cancellation policy updates

This policy may change from time to time and is available on our website.

Effective: 4 December 2025