Cancellation Policy
Cancellation of Supports
At Supported Steps Enterprises, we understand that circumstances can change. We aim to remain flexible while ensuring fairness for both participants and support workers.
Notice Period
We require a minimum of 24 hours’ notice to cancel or reschedule a scheduled support. Cancellations made with less than 24 hours’ notice may incur a fee in line with NDIS Pricing Arrangements and Price Limits for short notice cancellations.
Short Notice Cancellations
A cancellation is considered short notice if:
Less than 24 hours’ notice is provided, or
The participant does not attend a scheduled support (no-show)
In these cases, the full cost of the scheduled support may be claimed from the participant’s NDIS plan, in accordance with NDIS guidelines. If a support worker is sent home early, or the service is ended by the Participant or their Representative, the full scheduled shift duration will be charged.
Provider Cancellations
If we need to cancel a scheduled support, we will:
Provide as much notice as possible
Make reasonable efforts to arrange a replacement support worker
No charges will apply to the participant in this situation.
Emergencies
We understand that emergencies can happen. Exceptional circumstances (such as hospitalisation or medical emergencies) will be considered on a case-by-case basis.
Media & Consent Policy
Media & Consent Policy
Purpose
This policy outlines how Supported Steps Enterprises collects, uses, and manages photographic and video content, and how client consent is obtained and respected.
Scope
This policy applies to all participants, families, carers, and staff involved in services provided by Supported Steps Enterprises.
Collection of Media
Photos and/or videos may be taken during the delivery of supports for purposes including:
Marketing and promotion (e.g. website, social media, printed materials)
Showcasing services and activities
Internal training or quality improvement (where applicable)
We will always aim to capture content in a respectful and appropriate manner.
Consent
Consent for media is obtained through the intake form prior to any photos or videos being taken.
Participation in media is entirely voluntary
Clients may choose to consent or decline
Specific limitations (e.g. no faces, no identifying features) will be respected
No media will be used without prior consent.
Use of Media
Where consent is provided, images and videos may be used across:
Social media platforms
Our website
Marketing and promotional materials
We take reasonable steps to ensure that content is used respectfully and does not disclose sensitive or personal information without additional consent.
Children and Privacy
Where children are involved, we take extra care to protect their identity. This may include:
Avoiding the use of identifiable images (e.g. faces) where requested
Ensuring parental/guardian consent is obtained
Storage and Security
All media content is stored securely and only accessible to authorised personnel. We take reasonable steps to protect media from misuse, loss, or unauthorised access.
Withdrawal of Consent
Clients may withdraw their consent at any time by notifying us in writing.
Upon withdrawal, no new media will be captured or used
We will make reasonable efforts to remove previously published content where possible (noting that complete removal from third-party platforms may not always be guaranteed)
Complaints and Concerns
If you have any concerns about the use of your image or media content, please contact us or submit a complaint via our Complaints Form. We take all concerns seriously and will respond promptly.