[Cancellation policy]

If you need to cancel or reschedule an appointment, you must provide CU Health with at least 24 hours’ notice before the scheduled appointment start time.

Appointments can be cancelled or rescheduled through your CU Health online portal. If you are unable to access the portal, please contact the CU Health Member Support Team at support@cuhealth.com.au as soon as possible.
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A cancellation or rescheduling request received less than 24 hours before the scheduled appointment start time is considered a late cancellation.

We understand that unexpected circumstances can arise. Requests for an exception due to an emergency or exceptional circumstance may be considered by CU Health on a case-by-case basis. Supporting information may be requested, and approval is not guaranteed.
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Late Arrivals

Members should join the appointment at the scheduled time.
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If you have not joined the consultation, your practitioner will attempt to contact you within the first 10 minutes of the scheduled appointment time. Please be aware that this call may come from a private or withheld number.
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As CU Health provides both general health and mental wellbeing services, it is important that practitioners have adequate consultation time to appropriately assess and address each member’s needs. This is particularly important where a member presents with more complex or higher-acuity concerns that may require additional assessment, support or clinical consideration.
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If you join within the first 10 minutes, the consultation may proceed using the remaining appointment time, where the practitioner considers there is sufficient time to provide safe and appropriate care.

If you have not joined within 10 minutes of the scheduled start time, the appointment may be treated as a non-attendance and the applicable cancellation or voucher policy may apply.

Employer-Funded Members

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Where your healthcare services are funded by your employer or another organisation, the cost of a non-attended appointment or late cancellation will be charged to the funding organisation in accordance with its agreement with CU Health.

The appointment will also be included in de-identified utilisation reporting provided to the funding organisation. CU Health will not identify the individual member in this reporting.

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If a member fails to attend, cancels or reschedules an appointment with less than 24 hours’ notice on three occasions, CU Health will:

• cancel the member’s future appointments;
• prevent the member from making additional bookings; and
• suspend the member’s access to CU Health healthcare services.

To request access to services again, the member must contact the appropriate representative within their organisation and obtain approval for employer-funded services to continue. Once approval has been provided, the member or organisation should contact CU Health Member Support.

Appointments cancelled by CU Health because access has been suspended will not result in additional vouchers being consumed.
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Vouchers

Where a voucher is attached to a non-attended appointment or late cancellation, the voucher will be consumed to cover the appointment cost charged to the funding organisation.

Vouchers consumed because of a non-attendance or late cancellation will not be automatically reinstated. Any request for a replacement voucher is subject to the funding organisation’s approval and the terms of its arrangement with CU Health.
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Private Members

Where a private member fails to attend an appointment or cancels or reschedules with less than 24 hours’ notice, the full consultation fee displayed at the time of booking will be charged to the payment card provided.

Outstanding appointment fees may need to be paid before the member can make further bookings.
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Cancellations by CU Health

A member will not be charged, and a voucher will not be consumed, where:

• CU Health or the practitioner cancels the appointment;
• the practitioner is unavailable;
• a CU Health platform or system issue prevents the appointment from proceeding.

CU Health will use reasonable efforts to assist the member with rescheduling an appointment cancelled by CU Health or the practitioner.

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