Cancelling an appointment: notice, late fees and no-shows
Most clinics ask for notice if you can't make an appointment, and some charge a fee. Here's what to expect and how to avoid it.
Specialist and allied health appointments can be hard to get, so clinics usually ask you to let them know as early as possible if you can't come. This lets them offer your time to someone else waiting.
Cancellation policies
Each practice sets its own policy. It's usually explained when you book, on the booking confirmation or on the clinic's website. A policy may include:
- How much notice you need to give, such as one or two business days
- A fee for late cancellations or not turning up
- A deposit for long appointments or procedures
- Different rules for first appointments and follow-ups
Read the policy when you book. If anything is unclear, ask.
Who pays a late fee
Medicare doesn't pay a rebate for missed appointment or late cancellation fees, because no service was provided. Private health insurance doesn't cover them either. You pay the fee yourself. If you're bulk billed, the practice can still charge a fee for a missed appointment if its policy says so.
Avoiding fees
- Put appointments in your phone calendar with a reminder.
- Reply to SMS reminders to confirm or cancel.
- Cancel as soon as you know you can't make it, even out of hours, by phone message, email or online.
- Ask if a telehealth appointment is possible if you're unwell or can't travel. See Is a telehealth appointment right for me?.
- Keep a record of when you cancelled, in case there's a question later.
If something unexpected happens
Many clinics will waive a fee for genuine emergencies, illness or hospital admission. Contact the practice, explain what happened and ask. Be polite but clear.
If you think a fee is unfair or wasn't explained, raise it with the practice manager first. If you can't resolve it, you can contact your state or territory health complaints body.
If you're running late on the day, call the clinic straight away. They may still be able to see you, move you to a later time, or offer a shorter appointment. Turning up very late without calling can be treated the same as a missed appointment.
If you need to cancel often because of work, caring duties or travel, tell the clinic. They may be able to suggest regular times or telehealth that suit you better.
Ask about the clinic's cancellation policy when you book. On Spec Book you can cancel a booking from your bookings list, so the time can go to someone else.
Common questions
Can a bulk billing clinic charge me for a missed appointment?
Yes, if this is in their policy. The fee isn't a Medicare service, so bulk billing doesn't cover it.
Can I claim a late fee on Medicare or private health?
No. Neither Medicare nor private health insurance pays for missed or late-cancelled appointments.
Will missing an appointment affect my referral?
Your referral usually stays valid, but some public clinics may discharge you after missed appointments and you may need a new referral. Contact the clinic as soon as you can.
General information only, not medical advice. Everyone's situation is different, so check with your GP or the provider. In an emergency call 000.