Service Agreement
Please fill out the service agreement below and sign it.
You will receive a copy in your email inbox and a team member will be in contact shortly.
If it is urgent please call Ursula on 0477297455.
Your information is private and confidential. Please see our privacy policy for further information. [link]
Thank you for taking the time to read the service agreement and sign it.
If you would prefer a PDF copy to download and fill in or print and fill in please click here.
Then email to ursula@stonesdisabilityservices.com.au or upload below.
SERVICE AGREEMENT
Table of Contents
PARTIES.
PARTIES TO THE AGREEMENT.
NDIS AUDIT.
AUTHORITY AND DECLARATION..
TERMS AND CONDITIONS.
WORDS USED IN THIS AGREEMENT.
PARTICIPANT/NOMINATED REPRESENTATIVE RESPONSIBILITIES.
INITIAL MEETING..
PARTICIPANT CONSENT – PERSONAL INFORMATION..
SCHEDULE FOR OUR SERVICES.
PAYMENT FOR OUR SERVICES.
PARTICIPANT TRANSPORT.
PROVIDER TRANSPORT.
NON-FACE-TO-FACE SUPPORTS AND REPORT WRITING..
CANCELLING A SERVICE.
CHANGES TO THIS AGREEMENT.
ENDING THIS SERVICE AGREEMENT.
ADVOCACY..
GOODS AND SERVICES TAX..
TERMS AND CONDITIONS OF OUR SERVICES.
Attachment 1: Schedule of supports.
PARTIES
This Service Agreement (Agreement) is for
a Participant in the National Disability Insurance Scheme (NDIS)
and:
Stones Disability Services (trading as SDS)
of 36 Higgs Circuit Wynnum West Queensland 4178.
This Agreement will commence, and the Participant will become an active client of SDS, from the date it is signed. If this Agreement is completed and submitted online, the date of signing is the date that the ‘I accept the terms of the Agreement’ box is ticked. When the Agreement is submitted on-line.
PARTIES TO THE AGREEMENT
NDIS Participant Details
Please tick the way you are managed:
Guardian / Authorised Representative / Nominee details (if relevant):
Have you provided a guardianship document?
Additional Contact Person details: (if relevant)
Do you consent to share information?
Have you provided a copy of your current NDIS plan?
At any stage you may add to the above contacts by completing a Consent to Share form and providing to SDS via email to: admin@stonesdisabilityservices.com.au
NDIS AUDIT
NDIS registered providers are required to be audited against the NDIS Practice Standards as part of the NDIS Quality and Safeguarding Framework. Clients of SDS are automatically enrolled in the audit processes and may be contacted by the (SDS) audit team for interviews and/or have their files reviewed to ensure SDS is compliant. If you do not wish to participate in the audit you can opt out of the process by ticking the box below.
Do you want to be a part of the audit process?
AUTHORITY AND DECLARATION
I declare that I have read and that I am approved to accept the terms and conditions of this Service Agreement:
Signature of Participant or Guardian/Name of Participant or nominated Authorised representative.
Name of Participant or nominated representative.
Thank you for choosing SDS as your Service Provider. We look forward to supporting you. If you have any questions, visit our website for information or contact us on the below details.
SDS is in the process of registering with the NDIS as a provider.
TERMS AND CONDITIONS
The Agreement uses words that have a specific meaning:
Plan means the written NDIS plan developed with you and/or on your behalf by the NDIA or their delegate (for example a Local Area Coordinator).
Our Services means service support provided to the Participant by SDS.
Support Provider refers to the provider of support services for the NDIS Participant.
NAPPA is National Disability Support Partners (NDSP’s) Online Plan Management portal, which tracks your Plan Managed NDIS budgets in real-time on any device. Consent to Share enables you to give signed consent for SDS employees to discuss personal and plan information over the phone or via email with your additional contacts as advised by you.
Guardian (or Authorised Representative/Nominee) is someone who has permission to act on your behalf. They may give us consent to share information with additional contact people. This information may include your services, care plan, current budget amounts, invoices and providers you have engaged, your details and your representative contact details.
Monthly Statements are a summary of your budgets and spending from your Plan Managed NDIS funding for the month. You can tell us if you would not like to receive these, or you can nominate someone else to receive them on your behalf.
SDS RESPONSIBILITIES
Provide services that meet the Participants goals:
Provide support with activities of daily living (e.g. personal care, meal preparation, domestic assistance).
Provide support for assistance with community access, to increase the Participants social/community participation.
Provide transportation.
Communicate openly and honestly with the Participant/Nominated Representative in a timely and professional manner.
Treat the Participant/Nominated Representative with courtesy and respect.
Don’t discriminate. SDS complies with NDIS and other relevant legislation including, but not limited to anti-discrimination legislation.
Communicate openly and honestly, in a timely manner.
Work with the Participant/Nominated Representative to provide services that suit the Participants needs.
Review the Participants services with us when needed, at a minimum every 3 months.
Listen to the Participant / Nominated Representative’s feedback and resolve problems together.
Advise the Participant of our Feedback and Complaints policy.
Protect the Participant’s privacy and maintain confidentiality of personal information in accordance with Privacy Act 1988. Please see SDS Privacy Policy on our website.
Comply with all SDSs policies and Procedures. Please see SDS Policies and Procedures on our website.
Give the Participant a minimum of 24 hours’ notice, where possible if SDS needs to cancel or change, a scheduled service.
Keep accurate records, and issue regular invoices and statement of supports provided.
Observe and investigate any incidents that occur and comply with the NDIS (Incident Management and Reportable Incidents) Rules 2018. We will involve the Participant in the investigation and determine actions/outcomes. (A copy of SDS Incident Management Policy can be provided if requested.)
Ensure that the Participant accessing supports from us understands why we collect their information and how we use it, including recorded material in audio and/or visual format.
Provide Our Services only to the amount funded in the Participant’s NDIS plan.
PARTICIPANT/NOMINATED REPRESENTATIVE RESPONSIBILITIES
You agree to:
Check with your nominated Plan Manager to see if they can create a service booking or self-manage the service booking on your myplace portal before you begin using the supports.
Tell us how you wish for Our Services to be delivered to meet your goals and needs.
Provide SDS with any plans and/or assessments necessary to deliver safe and quality services being provided.
Reduce identified risks e.g. within your home, when SDS staff are delivering services.
Pay all invoices for agreed services, transport, and/or other expenses within 7 days.
Treat our employees and staff with courtesy and respect.
Talk to us if you have concerns about the support services we are providing.
Give us the required notice to end this Agreement (see Ending the Service Agreement clause).
Let us know immediately if the Participant's NDIS plan is suspended or replaced by a new plan or the Participant stops being a participant in the NDIS.
Let us know in writing of any changes that may impact on us meeting our responsibilities.
Let us know if the circumstances change regarding the Participant's Nominated Representative or Support Coordinator.
Be contacted to discuss Our Services and have your records reviewed by relevant third parties if required for regulatory or auditing purposes. Receive documents and updates electronically.
You may contact us at any time if you do not wish to receive these electronically.
Receive direct marketing material from us.
You may contact us at any time if you do not wish to receive this material.
You agree we can:
Access the Participants NDIS funding that has been made available through their NDIS plan, by invoicing the Participants nominated Plan Manager for payment or if self-managed pay all invoices within 7 days.
Discuss the Participants plan with their nominated Plan Manager and/or its delegates (Local Areas Coordinators or Support Coordinator).
Discuss with Support Providers services that have been, or will be, delivered by them to the Participant.
Automatically renew this Agreement following each plan review (unless you tell us not to).
INITIAL MEETING
We will arrange an initial meeting with the Participant / Nominated Representative. The initial meeting may be face to face, by telephone or online (e.g., Zoom or alternative).
During the initial meeting we will:
Provide information about SDS, who we are, our mission and vision, and the support workers available.
Discuss the Participants medical history, current concerns, contact persons, NDIS plan, progress notes, and confidentiality.
Provide information about our respective responsibilities to ensure supports obtained are aligned with the Participant's NDIS plan.
Discuss and sign the service agreement.
Discuss short-term, medium-term, and long-term goals.
Set SMART goals and discuss how they will be achieved and supported.
Discuss what our respective responsibilities are for ongoing monitoring and management of the Participant's supports.
Discuss information about contacting SDS regarding support/s.
Provide information to the Participant/Nominated Representative about our dispute resolution processes.
During subsequent meetings we will:
Provide a Care Plan, and discuss the learning outcomes, implementations, assessments, feedback, and reporting of each goal outlined.
Review the Care Plan regularly and communicate feedback to the Participant and/or Nominated Representative through reporting and subsequent meetings.
Discuss the review and assessment processes getting ready for the NDIS plan review.
Provide a summative report for the NDIS review process by gathering all providers assessments and reports for collation.
PARTICIPANT CONSENT - PERSONAL INFORMATION
We collect and use personal information to ensure our services meet your individual needs and will do so in accordance with SDS Privacy and Dignity policy (see our website https://www.stonesdisabilityservices.com.au/privacy-policy). This policy provides guidelines in the collection, use, disclosure, and security of your personal information.
This information will also be used for:
Administrative purposes - planning your support and services.
Disclosure of information to the NDIA, the NDIS Quality and Safeguards Commission or other government agencies when needed.
Disclosure of Information pertaining to the funded supports in the Participant's plan to other disability support providers in order for them to provide appropriate services.
Where SDS is required or authorised by law to disclose the Participant's personal information either with or without their or their Nominated Representative's consent.
All SDS employees and staff are aware of the sensitivity of the information disclosed.
Employees and staff are trained to work within privacy legislation, our policy and procedure, and must hold appropriate clearances. You have the right to gain access to the information we hold about the Participant. You can find information on how to request access or update the Participant’s personal information (see our website https://www.stonesdisabilityservices.com.au/privacy-policy).
SCHEDULE FOR OUR SERVICES
SDS will provide support services as mutually agreed upon, in-home, and in the community.
SDS will provide support coordination as mutually agreed upon by:
Initially meeting with the Participant/Nominated Representative.
Following up with subsequent meetings for Care Plans and Assessment quarterly.
Following up with subsequent meetings for Reporting bi-yearly.
Follow up with support coordination when needed.
PAYMENT FOR OUR SERVICES
SDS will invoice your nominated Plan Manager or Participant for the provision of Our Services as set out in the NDIS Price Guide. Further details are in Attachment 1: Schedule of Supports. All prices are inclusive of GST (if applicable) and include the cost of providing services.
Additional expenses (things not included as part of your NDIS funding) are not included. The Participant must pay for these things, for both you and the worker, where applicable. These additional expenses are e.g. food and drink, entrance costs.
For NDIA managed funds, SDS will create a service booking on the myplace participant portal and claim payment for services delivered (not including additional expenses) directly from NDIA.
For self-managed and plan managed funds, SDS will invoice the Participant or your nominated plan manager for services delivered (not including additional expenses).
Should the NDIA amend any rates associated with Our Services, we will automatically update our fees in accordance with the NDIS Price Guide. No action will be required by you.
PARTICIPANT TRANSPORT
Transport costs associated with community participation supports and transport supports are not included in the hourly support rate. This includes the cost of public transport, parking fees, road tolls, taxi fares and kms travelled.
SDS charges the price guides amount according to the NDIS plan per kilometre for all kilometres travelled in a workers’ vehicle, during a support with you in the vehicle unless otherwise negotiated.
The Participant can choose to use some of your core or capacity building budget, to pay for agreed transport costs incurred during community participation supports. The Participant can also pay for a support worker to transport you to, from, or as part of a community participation support.
If the Participant chooses not to pay for transport costs using your NDIS budget, SDS will invoice weekly, for all agreed transport costs.
The Participant can only pay for a SDS worker to transport to an activity that is not a support itself, or a support delivered by another provider (e.g. to work) if there is transport budget in the plan.
If there is more than one NDIS participant being transported, SDS will share the cost equally between the participants.
SDS will only claim for transport costs agreed in the attachment 1: schedule of supports.
PROVIDER TRANSPORT
SDS can charge for the time its workers spend travelling to you. This time is charged to your plan and is deducted from the total budget of the relevant support category. The NDIS support catalogue explains when SDS can claim travel time, and the NDIS price guide indicates how much time can be claimed:
SDS can claim a maximum of relevant Modified Monash Model (MMM) region when travelling to deliver a support, or from one support to another.
If the service is a core support, SDS cannot claim any time travelling home or back to their office.
If the service is a capacity building support, SDS can claim a maximum of time according to the relevant Modified Monash Model (MMM) region travelling home or back to their office.
If you choose to pay for these additional costs from your NDIS plan, they will be deducted from the total budget of the relevant support category.
If you choose not to pay for additional travel costs using your NDIS budget, SDS will invoice you weekly, for agreed costs.
If worker is travelling to support more than one NDIS participant in the region, SDS will share the cost between the participants.
SDS will only claim for travel time and additional costs agreed in the attachment 1: schedule of supports.
NON-FACE-TO-FACE SUPPORTS AND REPORT WRITING
For some supports, SDS can claim for non-face to face activities e.g. report writing or developing support plans for workers. SDS will only claim for non-face to face supports agreed in the attachment 1: schedule of supports.
SDS will not claim for administrative tasks such as scheduling supports, training or submitting claims.
CANCELLING A SERVICE
If a service is cancelled at short notice, or there is a no show, SDS can charge 100% of the agreed support fee. A short notice cancellation is when the Participant:
does not show up for a support within 30 mins of the scheduled start time, or
give less than 2 business days’ notice to cancel a support that is less than 8 hours long and $1000 in value, or
give less than 5 business days’ notice for any other support.
SDS will only charge for a short notice cancellation (or no show):
for support items that the price guide allows short notice cancellation claims, and
when they cannot find other billable work for the relevant worker, and if they must pay the worker for their time.
The NDIS monitors short notice cancellations and may contact SDS about participants with a high number of cancellations. SDS will work with the Participant to minimise cancellations and make sure the plan is meeting your needs.
To cancel a support outside of office hours SDS please call:
Duane Stone 0466 773 668
CHANGES TO THIS AGREEMENT
We agree that any changes to this Agreement will be made in writing, signed, and dated by both the Participant/Nominated Representative and SDS. Alternatively, verbal notice can be provided (if written notice cannot be provided by the Participant/Nominated Representative).
ENDING THIS SERVICE AGREEMENT
Should either party wish to end this Agreement they must give twenty-eight (28) days' notice in writing or by phone (if written notice cannot be provided by the Participant / Nominated Representative). If either party seriously breaches this Agreement the requirement of notice will be waived. We will notify your Support Provider/s if we receive correspondence for services after the end date of your Service Agreement date with us that your Agreement with SDS has ended.
FEEDBACK, COMPLAINTS, DISPUTES, AND INCIDENT REPORTS
The Participant/Nominated Representative can give us feedback, make a complaint, or ask for a copy of our Feedback and Complaints Management
procedure by:
Calling us on 1800 849 155, and we will try to resolve the Issue/s during the call.
Submitting feedback online via our website: https://www.stonesdisabilityservices.com.au/compliments-and-complaints
We will handle a complaint in accordance with our Feedback and Complaints Management procedure. If our team are unable to resolve the complaint, it will be forwarded to senior management. If you are still not satisfied with our response, or you do not feel comfortable talking with us, you can contact the NDIS Quality and Safeguards Commission on 1800 035 544, or visit https://www.ndiscommission.gov.au/about/complaints.
ADVOCACY
If you would like support to give your feedback, we encourage you to seek support from family, a friend or an independent advocate. The Disability Advocacy
Finder can help you find independent advocacy services near you at https://www.ndiscommission.gov.au/resources/find-assistance/find-advocate
For more information about an independent advocate, visit: https://www.ndiscommission.gov.au/participants/disability-advocacy or alternatively you can call the NDIS Quality and Safeguards Commission on
1800 035 544.
Information about advocacy services is also available on our website and at the National Disability Insurance Scheme Association (NDISA).
We encourage any person to report incidents of unsafe or poor-quality services and supports. When we receive a report, we manage it according to the NDIS Quality and Safeguards Commission’s Standards, Rules and Reportable Incidents Guidelines.
GOODS AND SERVICES TAX
Goods and services provided in Australia are subject to section 38-38 of the A New Tax System (Goods and Services Tax) Act 1999. We confirm that the supply of Our Services under this Agreement meets the definition of reasonable and necessary supports as described in section 33(2) of the NDIS Act. SDS will pay GST as specified in the NDIS Act.
TERMS AND CONDITIONS OF OUR SERVICES
Any advice given by SDS, outside of support services advice, shall be considered general in nature.
SDS will not be liable for any failure of, or delay in the performance of, this Agreement for the period that such failure or delay is:
Beyond the reasonable control of either party.
Materially affects the performance of any of our obligations under this Agreement and could not reasonably have been foreseen or provided against (e.g., Government Acts prohibiting or impending any party from performing its respective obligations under the Service Agreement contract; or prolonged lack of power supply).
Nothing in the SDS Agreement negates or diminishes the statutory guarantees regarding the supply of services the Participant/Nominated Representative receives under Australian Consumer Law (Competition and Consumer Act 2010, Schedule 2).
SDS takes in good faith the Information provided by the Participant/Nominated Representative to be true and accurate, and that any claims presented to SDS are a true reflection of goods and services provided to the participant in line with the NDIS guidelines (National Disability Insurance Scheme Act 2013). You (and/or your
Nominated Representative) agree that SDS provides support services only and you will not hold us responsible for any loss or damage you suffer as a result of, or in connection with, the conduct of any other third party (including any NDIS registered or unregistered provider). You (and/or your Nominated Representative) agree that SDS is not liable for any loss (including indirect, consequential, incidental, or special damages) you may suffer from a breach of this Agreement unless the breach involves fraud or wilful default by SDS. SDS’s aggregate liability under or in connection with this Agreement (whether in contract, negligence, for breach of statutory duty or otherwise) will not exceed the amount of fees paid for support services in the previous 12 months.
ATTACHMENT 1: SCHEDULE OF SUPPORTS
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