The steps
- Document your cancellation policy in the service agreement
- Note the cancellation in your roster system the moment it happens
- Determine if it's short-notice (within 7 days) or long-notice
- Issue invoice for short-notice cancellations
- Update worker pay (no work done, but you still pay them per SCHADS)
- Use the unfilled time for participant outreach or training
- Track cancellation patterns per participant
Common mistakes to avoid
- Not invoicing for short-notice cancellations (lost revenue)
- Penalising participants for cancellations they couldn't help
- Failing to track patterns that signal participant needs change