Service Agreement

Purpose

Every person under the NDIS needs a personal service agreement that references their NDIS plan.

Service agreements help to make sure that we have an agreed set of expectations.

These are things like what supports will be delivered and how they will be delivered.

A service agreement sets out what both parties (you and us) have to do and how to solve any problems if they happen.

Rights and responsibilities

We know that every family is unique and want to take the time to get to know each family.

We want to know their needs, their goals, and their concerns.

The rights and responsibilities in the next section explain the expectations between you and us.

We agree to:

give you the support you need
give you information openly and in good time
make decisions about your support together
treat you politely and with respect
tell you ahead of time if we need to stop providing you our services
only give your information to the right people
give you our support in line with the required laws and rules including the National Disability Insurance Scheme Act 2013 and the National Disability Insurance Scheme Rules only give your information to the right people
keep detailed records of any support we give to you
work together with you to review the agreement and make sure it is working well.

We aim to provide an environment where you can:

tell us about the supports that you want, and how you want to receive them.
access supports that promote and respect your legal and human rights.
make decisions and take control of your supports
have all your rights respected
express yourself and tell us how you feel.

Privacy and confidentiality

We will follow all privacy requirements required by law for NDIS service providers.

We will advise you of all confidentiality policies in a way you can understand.

You have the right to know how your personal information is being kept private, and to request access to your personal records.

Personal information will not be shared outside of our organisation without your permission unless required by law.

We will ensure you can access supports that respect and protect your right to privacy and dignity.

Duty of care

Duty of Care is a responsibility that we have to you as a service provider.

This responsibility is to make sure we provide a standard of care that prevents or limits reasonable harm.

Together, we can limit reasonable harm by avoiding foreseeable risks.

Foreseeable risks are risks that could normally occur in the course of whatever the activity may be.

This covers harm to both you and other people during the course of our support.

Our duty of care is balanced against your dignity of risk.

Dignity of risk is your right to make decisions to choose how you experience the world.

We will always support your right to decide if you are not putting yourself in direct risk of harm.

Changing the service agreement

Any changes to your service agreement have to be agreed on between you and us, the service provider.

Any changes we agree on will be provided in writing

Once we make a new agreement, we will need your signature (or your representative’s signature) to make it complete.

Ending the service agreement

If you want to end the service agreement, you must tell us before you want the agreement to end.

There is a minimum amount of time you must give us before ending the service agreement.

This is called the notice period. We ask that you give us 1 month notice before ending a service agreement with us.

If we need to end the service agreement with you, we will give you 1 month notice.

This way, you have time to organise another service agreement if you need one.

Feedback and complaints

We welcome feedback to ensure the services you receive are good.

When you make a complaint, you will not be made to feel bad or have your services change.

Your personal information attached to the complaint will not be shared with anyone without your consent.

Consent means saying yes to sharing information with others

Complaints can be made:

in person
by email
in writing
by phone.

If you need to make a complaint, we will support you. You can also ask a family member, friend or representative to help you make a complaint. We will always tell you about the progress of your complaint.

Fees

All of our services will be priced according to the NDIS Price Guide for that service.

We will tell you how much each service costs before we begin your program.

We will only request payment from you after our supports have been delivered.

A cancellation fee of half your booking cost applies if:

you don’t come to a scheduled booking
you cancel a booking with 24 hours of the booking time

Travel Fee

If we need to come to you for an appointment, a travel fee may be applicable.

This fee is one-third of the hourly rate for the support we are providing for you.

Any travel fees we claim from you as part of our supports must be agreed with you beforehand.

These fees are set out in the NDIS price guide under Provider Travel and Participant Transport.

Cancellations and failure to attend

If you need to cancel a booking, please tell us at least 24 hours before your booking.

If your booking is not cancelled in time, a cancellation fee will apply.

If you are more than 10 minutes late to a booking, we will call you to see if you are coming.

If you do not attend your scheduled booking, a cancellation fee will apply.

If you have to cancel an appointment for psychology services, we will offer you a ‘hot spot’ booking.

‘Hot spot’ bookings are offered on the day if another person cancels or does not come to their booking.

Photos/videos/audio recordings

You have the right to understand and agree to what personal information we collect and why we collect it.

This includes any pictures and audio/video recordings.

Sometimes, we might ask permission to record video or audio of a conversation with you.

We will not release any recordings of you, audio or visual, or use them publicly, without your consent.

Source: NDIS.GOV.AU