Consultation & Advice

Cancellation policy

We understand life can be unpredictable. However, we request the courtesy of at least 24-hours notice to reschedule or cancel an appointment. Missed or broken appointments represent a cost to us, and to other clients who could have been seen in the time set aside for you. A period of 24 hours’ notice allows adequate time for us to offer your appointment to someone else or cancel travel preparations for staff. Please advise us/your trainer as soon as possible if you cannot attend an appointment.​

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• If 24 hours or more notice is given, then you are entitled to full credit for a future booking.

• No-notice cancellations or no shows or will be charged 100% of the total fee and result in forfeiture of that session.

 

​Please advise by email of any cancellations less than 24 hours away as we may be busy and unable answer a phone call or see your text in a timely manner, which will result in a full charge. Charges can be managed on a case-by-case basis for exceptional circumstances.

Unacceptable behaviour

The health and safety of our clients and our staff is our highest priority. We respect the rights of individuals and will always attempt to treat clients promptly, courteously, and respectfully. We request that clients, in turn, treat staff with respect, refraining from shouting, swearing, or engaging in other inappropriate behaviour which may cause harm or distress to themselves or others. Abusive and/or aggressive behaviour will not be tolerated. This behaviour may include:​

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1. Rude or otherwise vulgar expressions, noises, or gestures

2. Verbal abuse of a personal nature

3. Threatening or offensive behaviour either verbally or physically

4. Threats of physical violence against a person or property

 

​Any threat to personal health, safety and wellbeing will be taken very seriously. Any violent, rude, or threatening behaviour towards our trainers or staff will not be tolerated. Trainers and staff reserve the right to refuse service to any client or client representative that displays aggressive or rude behaviours or that places staff in an unhospitable environment or any situation that makes them feel unsafe or uncomfortable. This may result in the cancellation of all future sessions.

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Training

Cancellation policy

We understand life can be unpredictable. However, we request the courtesy of at least 24-hours notice to reschedule or cancel an appointment. Missed or broken appointments represent a cost to us, and to other clients who could have been seen in the time set aside for you. A period of 24 hours’ notice allows adequate time for us to offer your appointment to someone else or cancel travel preparations for staff. Please advise us/your trainer as soon as possible if you cannot attend an appointment.​

​

• If 24 hours or more notice is given, then you are entitled to full credit for a future booking.

• No-notice cancellations or no shows or will be charged 100% of the total fee and result in forfeiture of that session.

 

​Please advise by email of any cancellations less than 24 hours away as we may be busy and unable answer a phone call or see your text in a timely manner, which will result in a full charge. Charges can be managed on a case-by-case basis for exceptional circumstances.

Fully functioning equipment and software

We pride ourselves on providing a caring, professional, and efficient service to all our clients. One way we do this is efficient use of time, equipment, and professional staff. To ensure the best use of allocated training time, all of a client’s equipment must be set up and fully functional with all software running successfully prior to the trainer’s arrival. This includes Assistive technology software and hardware that has been recommended by the assessor.

 

If equipment and/or software is not fully functional on the trainer’s arrival, the trainer reserves the right to cancel training for that client at that time. The appointment will be fully charged.

Unacceptable behaviour

The health and safety of our clients and our staff is our highest priority. We respect the rights of individuals and will always attempt to treat clients promptly, courteously, and respectfully. We request that clients, in turn, treat staff with respect, refraining from shouting, swearing, or engaging in other inappropriate behaviour which may cause harm or distress to themselves or others. Abusive and/or aggressive behaviour will not be tolerated. This behaviour may include:​

​

1. Rude or otherwise vulgar expressions, noises, or gestures

2. Verbal abuse of a personal nature

3. Threatening or offensive behaviour either verbally or physically

4. Threats of physical violence against a person or property

 

​Any threat to personal health, safety and wellbeing will be taken very seriously. Any violent, rude, or threatening behaviour towards our trainers or staff will not be tolerated. Trainers and staff reserve the right to refuse service to any client or client representative that displays aggressive or rude behaviours or that places staff in an unhospitable environment or any situation that makes them feel unsafe or uncomfortable. This may result in the cancellation of all future sessions.

What is expected of the participant?

• Telling your trainer about your training needs and requirements

• Being polite and respectful to the any staff you are working with

• Telling the trainer or ACERCA if you have any problems

• Telling the trainer or ACERCA if you are unable to attend an appointment (with at least 24 hours’ notice).
  Charges for non-cancelled appointments will be made.

What is expected of ACERCA Pty Ltd?

• Providing the services you have been approved for

• Being open and honest about the work that they do

• Explaining things clearly

• Treating you politely and with respect

• ncluding you in all decisions about your training

• Letting you know what to do if you have a problem or want to complain

• Listening to your feedback and fixing your problems quickly

• Telling you if they want to end the training

• Making sure your information is correct and up to date

• Storing your information securely and making sure it is kept private

Training schedule and completion times

Training should be completed within 6 months from the date of first communication (by phone call or email) from the ACERCA trainer.

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Once the trainer has made initial contact, by phone or email, it is the client’s responsibility to communicate with the trainer and negotiate a convenient training schedule. The client is also required to communicate this with their immediate employer/manager if relevant from the outset, so as not to clash with any employer commitments.

 

A client has the right to request a break in training, however, it is strongly advised that all hours of training be completed within a 6 month period, starting from the date of first communication with the trainer. Extensions can be managed on a case by-case basis for exceptional circumstances and after negotiation with the trainer and ACERCA Pty Ltd.​