Support Cancellations

This is an Astalty Scheduling feature which may not be enabled on your account.

If you would like to enable scheduling on your account, please click here.

Overview

Astalty gives you flexibility when cancelling a support. You can specify whether the cancellation was initiated by the Participant or the provider, set payment preferences, and choose from a range of cancellation reasons. Payment and charging options follow the NDIS Pricing Arrangements and Price Guide, for example, if you charge for the support, you must also pay the Support Worker. In some situations, you may choose no charge but pay, or no charge and no payment.

You can also add further cancellation details for context. These details and reasons are visible to Support Workers in the Astalty app, and they’ll be notified when a cancellation occurs. Once cancelled, the support display as red in the schedule.

Cancelling a Support

Open the Support you wish to cancel. Click on Actions, and then Cancel Support.

Choose whether it is being cancelled by the Participant or the Provider.

Set your Charging and Payment preference:
- Charge & Pay — Charge the Participant and pay the Support Worker.
- No Charge but Pay — Don’t charge the Participant, but still pay the Support Worker.
- No Charge & No Payment — No charge to the Participant and no payment to the Support Worker.

Select a Reason from the menu.
(Optional) Add any Additional Cancellation Details for context.

Click Cancel Support.

The Support will now appear red in the Schedule. Hovering over the support will display the cancellation details.

To view the pay behaviour for the cancellation, open the Support — this information is displayed in the Cancellation Details.

Managing Cancellations for Invoicing

Cancelled Supports will appear on the Shift Alerts page by default as the shift won't be clocked in or out of. Head to the Shifts Alerts guide for more information on how to approve the cancellation for payment.

Reinstating Cancelled Supports

Cancelled supports can be reinstated without impacting existing information, including Participants, financial details, and assigned staff. All data associated with the support will be restored exactly as it was prior to cancellation.

To reinstate a support, open the cancelled support, select Actions, then click Reinstate Support.

This will return the support to its most recent active state. From here, you can make changes to the Support as required.

How Cancellations Appear for Support Workers

The screenshots below show how cancellations appear for Support Workers in the Astalty app.

Notification – Support Workers receive an in-app notification when a shift assigned to them has been cancelled.

Support Details – When they tap into the support, they can view further information about the cancellation, including the reason and any additional details provided.