Changes & Cancellations

Schedule Changes

If you would like to change the day or time of a scheduled visit from AAC staff, or to cancel a visit, please call our head office during business hours on 1300 135 506 or 02 9687 6577 or email This email address is being protected from spambots. You need JavaScript enabled to view it.  

Our Service Team in the Head Office will also advise you ahead of time of any change to your scheduled support worker, for example if your regular worker is sick or on holiday.  They will contact you via phone call, text message, or email depending on your preference.  If you wish to be contacted via a different method or for another person to be notified of changes, please let our Service Team or your Assessor know.   

Cancellation Policy

Please note a less than 24-hour cancellation fee will apply if you cancel your service with less than 24 hours’ notice.  

Support Changes

We understand that your needs and preferences will change over time.   If you would like changes made to your Support Plan and the tasks the Support Workers provide you with, please advise our Service Team in the Head Office or your Assessor.    Your Assessor will discuss the changes you require with you to ensure that we understand what our staff need to do to support you, and document these in your plan.   

Reviews

Your Assessor will review your Support Plan in consultation with you whenever a potential change is identified or an issue occurs.  This may involve an in-person visit to your home (at a day and time agreed upon with you) or may be done via phone or email.      If you would like a review of your Support Plan or to discuss any matter relating to the supports provided to you, please contact us via phone or email and our Assessor will discuss how we can best support you. 

Evaluation

To ensure we are providing appropriate support and meeting the agreed upon goals, your Assessor will conduct a formal Evaluation of the program of support we are providing to you at regularly scheduled intervals each year.      They will ask to meet with you to discuss how we are meeting your goals, to obtain feedback on the support workers and identify any changes to your requirements.   This process is part of our commitment to ensuring the highest standards in support are achieved.   If you do not wish to be involved in the Evaluation, please advise your Assessor or the Service Team of this