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Failure to attend medical appointments and late cancellations fact sheet

This fact sheet explains that there are fees charged for failure to attend medical appointments (and late cancellations) and what you can do to avoid incurring any fees.

From 1 October 2008 the Medical Assessment Service (MAS) will recover the cost incurred for assessors and interpreters when a claimant fails to attend a medical appointment or cancels an appointment without adequate notice.

Any non attendance or late cancellation fees must be paid or waived before the assessment will proceed. Cancellation fees may be very significant and will be higher the later any notice of cancellation is given. Failure to attend without notification will attract the highest fee.

Where the fee is not paid the assessment may be finalised without the benefit of an examination and future disputes may also be assessed without an examination.

How to avoid incurring any fees

These fees are easily avoided just attend the appointment arranged for you, ensuring that you arrive on time.

If you can’t attend the appointment let MAS know early. Call us and speak to your case manager. Let them know that you can’t attend and discuss your availability for a rescheduled appointment or call your legal representative and let them know. Your legal representative can then contact us.

If an appointment is cancelled with less than 72 hours notice MAS has to pay the assessor and any interpreter some cancellation fees. If MAS has to pay the assessor or the interpreter MAS will send you an invoice for that amount.

If something happens which means you can’t give us more than 72 hours notice, let us know why. If there is a good reason for your failure to attend or late cancellation the payment may be waived. You should give your reasons in writing.

If something goes wrong on the day and you are running late for the appointment or have to cancel unexpectedly, again call your case manager and explain. A written reasonable excuse may mean that the fee will be waived.

What happens if you fail to attend without advising us or cancel with less than 72 hours notice?

MAS will send you an invoice seeking payment of the cancellation fees MAS is required to pay the assessor or the interpreter. You will be asked to:

  • Pay the amount in full;
  • Sign an Authority directing the insurer to pay MAS out of any settlement at the end of your claim;
  • Provide a written statement which satisfies MAS that your failure to attend or late cancellation was reasonable in the circumstances; or
  • Provide a written statement explaining why paying this fee, or directing the insurer to pay it from any settlement at the end of your claim, will cause you financial hardship.

You will have 30 days to pay or to give your reason for failing to attend or cancelling late.

If you don’t reply or don’t give reasons that are accepted your dispute may be assessed without the benefit of an examination. Any future disputes could also be assessed without an examination.