Using Our Services

Appointments

There will be occasions when you are unable to attend an appointment. When you have an appointment you are responsible to:

• Contact us if your circumstances have changed affecting your ability to attend appointments, or your continuing need for services.
• Provide notice of unavailability or if you require a change of appointment time as soon as possible. A minimum of 24 hours is requested where possible.
• Confirm your scheduled appointment with us as soon as you receive an appointment by letter, text or email.
  

For Ongoing Appointments

For ongoing services of home support, delivered meals and property maintenance:

• If you are not home for Home Support, Respite Care, Personal Care, Property Maintenance or Delivered Meals or forgotten about the appointment and not notified us, you will be charged for the full time of the service.
• Where you have had an urgent, unplanned medical or hospital appointment, you may not be charged.
• If you miss two consecutive appointments without appropriate explanation, a review of services will take place.
• All clients receiving Delivered Meals will be charged for the meal if they are not at home and have not notified Nexus by 9.30 am on the day of the delivery.
• All services provided through Home Care Packages, and other funding will be charged at the full rate if you are not home for the service and Nexus has not received 24 hours’ notice. For NDIS 48 hours notice of cancellation is required.

Nexus Social Support Activities

Participants will be charged  for Social Support group activities if 24 hours notice of cancellation has not been provided.

Family Violence

Nexus staff are aware that there may be circumstances affecting your ability make contact with us in relation to Family Violence to cancel an appointment. Our team will work with you to make appropriate alternative arrangements.

You will not have services declined due to circumstances beyond your control.

Withdrawal from Service

• You may withdraw from our service or programs and other activities at any time.
• Your withdrawal will not prejudice you in seeking assistance at a future time. 
  

Withdrawal of Service

Nexus reserves the right to withdraw services in limited circumstances.These include:

• Distress to other clients or staff caused by verbal or physical abuse or offensive behaviour.
• Failure to attend appointments consistently.
• Providing an unsafe environment for home visits.

Refusal of Service Provision

Clients may be refused a service for various reasons. If you are refused a service the reasons will be explained to you. If the reason for refusal can be resolved, access to the relevant service/s may be granted.