This Agreement is made and entered into by & between Infinity Care (ABN: 88 138 018 032) of Level 2, 684 Princes Hwy, Kogarah NSW 2217, and the Client named below for the provision of service as stated in this agreement.

Note:

Establishment Fee may be charged by Infinity Care as per the NDIS Pricing arrangements current at the time. This is applicable if the client has made agreement with Infinity Care to supply a minimum of 20 hours per month for three or more consecutive months of Personal Care or Participation Supports.

 

8. End Date/Renewal of Agreement:

The date on which this Agreement is terminated by either party in accordance with the terms of this Agreement.  The term of this Agreement shall commence on the date hereof and shall be perpetual, subject to the provisions of this Agreement.

It is the responsibility of the client to advise Infinity Care of any changes in their NDIS plan. Infinity Care will provide an updated budget sheet with the estimate of costs for the plan period for the services mutually agreed with the client/representative.

9. Payment

The fees are payable monthly in arrears, no later than 14 days after receipt of an invoice for the services provided. Unless otherwise agreed, all payments are to be paid in Australian Dollars by direct deposit into the following account;

Account Name: Gaire Enterprise Pty Ltd

BSB:062-235 Account Number:10486176 

Reference: Client Full Name

10. Emergency & Disasters

Infinity Care has an emergency and disaster management plan in place, that sets out clearly how Infinity Care will adapt and respond to an emergency. This is to ensure the continuity of operations and the delivery of critical supports for our participants.

During the event of an emergency or disaster, we will work with the local government and/or a third party to assist us in ensuring you are safe, and your supports are maintained during an emergency or disaster. However, in certain circumstances, we may not be able to ensure the continuation of your supports. So, we will plan with you to ensure any specific critial support needs can be delivered.

Continuity of supports:

During emergancy and disasters and in event where there are no available  workers to meet your individual needs including specific skills, cultural and languistic needs ,Infinity care will work with you to provide suitable replacement workers who have similar skills and expereinces as an alternative.

We will allow you an oppertunity to decide whether you would like to accept the replacement worker or organise to be supported by your formal/informal suppport network while arrangements to have support workers who meet your individual needs are being kept in place.If you do accept on a replacement support worker, Infinity Care will ensure that they understand your needs and your individual careplan.                          

 

Purpose of this agreement

The purpose of this agreement is to document a personalized support arrangement between the client above and Infinity Care. Infinity Care agrees to provide the services or support outlined in this Individual Service Agreement. Any changes to the services and/or support listed in this agreement will require prior authorization from all parties.

NOTE: A Service Agreement is between a participant and Infinity Care or a participant’s representative and Infinity Care. A participant’s representative is someone close to the participant, such as a family member or friend or someone who manages the funding for supports under a participant’s NDIS plan.
 

The NDIS and this Service Agreement

This Service Agreement is made for the purpose of providing support under the participant's National Disability Insurance Scheme (NDIS) plan.

The parties agree that this service agreement is made in the context of the NDIS, which is a scheme that aims to:

• Support the independence and social and economic participation of people with disability, and
• Enable people with a disability to exercise choice and control in the pursuit of their goals and the planning and delivery of their supports.

Provision of Services

• Prior to entering into this agreement, the client must provide Infinity Care with all the relevant information concerning the Participant’s medical & care needs. The client warrants that the information provided to Infinity Care in relation to their medical and care needs is true, complete & correct and they have disclosed all material information relevant to their needs
• Based on the information provided by the client to Infinity Care and an initial assessment undertaken by the Infinity care manager during this agreement, the parties have together determined the level of care and the services that are initially required by the client.
• Infinity Care will provide the services at the site from the commencing date, in accordance with this Agreement.
• Infinity Care personnel satisfying the personal requirement set out in the agreement details will perform the services. If such personnel become unavailable to provide the services for any reason, Infinity care will apply its reasonable endeavours to provide the series using personnel of comparable expertise, to be agreed upon by the parties.
• Infinity Care will perform the services with a high standard of care and diligence and in accordance with all applicable laws and regulations.
• The services will be reviewed on request by the client, to assess the medical and care needs. Infinity Service Coordinator may identify, as a result of such assessment, that additional services or higher care package levels are required to be provided to the client to maintain the client’s health & safety. If the client does not accept or allow Infinity Care or alternative care to provide such additional services, the client undertakes such actions at their own risk &
• Infinity Care will not be liable for a loss or damage suffered by the client as a result of the client's refusal to accept the additional recommended services.
  Infinity Care will maintain all necessary and prudent insurance and insurance required by the law, in relation to this provision of its services.
   

Daily Personal Activities to participants who live alone

The NDIS Commission have imposed additional conditions to ensure participants who live alone receive quality and safe personal supports. The Commission also wants to make sure providers: 

• consider risks participants may face at home 
• check the quality of supports being provided; and 
• ask if participants are happy with their supports

Infinity Care will put in place measures to keep participants safe if they choose to receive personal supports from a sole support worker.  Infinity Care will assess if participants face any risks in their home. We will do additional risk assessment before allowing a sole support worker to deliver a personal support. Infinity Care will work with you to assess risk factors, which include:

• You are not receiving, from any other NDIS provider, supports or services that involve regular, face-to-face contact with the participant.
• One or more of the following applies to you:

1. The participant or the participant’s plan indicates that the participant has limited or no regular, face-to-face contact with relatives, friends or other people with whom the participant is well-acquainted.
2. Without the assistance of another person the participant has limited or no physical mobility.
3. The participant uses equipment to enable them to be physically mobile or to facilitate their physical mobility.
4. Without the assistance of another person the participant has limited or no ability to communicate with others.
5. The participant uses equipment to enable or facilitate communication with others, including to enable or facilitate the use of a phone or other device.

 

The service agreement between Infinity Care and the participant will take into account the participant’s risk factors and will specify:

1. the rights and obligations of the participant and Infinity Care respectively, under the agreement;
2. the means by which the participant’s support worker will be selected, including the participant’s role in the selection;
3. a procedure that will be used to review of implementation of the agreement, which must include someone other than the support worker checking directly with the participant, and with appropriate frequency, the participant’s level of satisfaction with the type, quality and frequency of personal support being provided;
4. the means by which Infinity Care will supervise and monitor the performance of the support worker to ensure the performance is consistent with the agreement and the participant’s safety and well-being, which must include (as far as practicable) visits by a supervisor to the participant’s home, at a specified and appropriate frequency, to undertake in-person supervision of the support worker;
5. the means by which Infinity Care will communicate with the participant, which must include (as far as practicable) face-to-face communication with the participant in the participant’s home at an appropriate frequency;
6. the means by which Infinity Care will engage with other providers who may be involved in providing supports or services to the participant in the participant’s home or in supporting the participant to access community-based activities. 

 

If any risk factor has been identified as existing in relation to the participant Infinity Care will ensure that:

 

1. There is a documented plan for supervision of the participant’s support worker that is appropriate having regard to the participant’s risk factors and the plan is implemented;
2. All of Infinity Care’s key personnel receive regular reports in relation to the care and skill with which personal support is being provided to the participant by the support worker, with the regularity of the reports being appropriate having regard to the participant’s risk factors; and
3. Infinity Care takes appropriate action without any unreasonable delay, to address any concerns identified in those reports.
4. Infinity Care must keep an up-to-date record of all participants to whom Infinity Care allows personal support to be provided by a sole support worker.

 

Responsibilities of Infinity Care

Infinity Care agrees to the following while administering the services as per the service agreement;

• Review the provision of supports as requested by client/deemed necessary by Infinity Care personnel or as scheduled at the commencement of new NDIS plan with the client.
• Once agreed, provide supports that meet the participant's needs at the participant's preferred times.
• Communicate openly and honestly in a timely manner.
• Treat the client with courtesy and respect.
• Consult the Client on decisions about how the supports are delivered.
• Give the Client information about managing any complaints or disagreements and details of the provider's cancellation policy.
• Listen to the participant's feedback and resolve problems quickly.
• Give the participant a minimum of 24 hours' notice if Infinity Care has to change a scheduled appointment to provide supports.
• Give the Client the required notice if the provider needs to end the service agreement (see 'ending this Service Agreement' below for more information).
• Protect the participant's privacy and confidential information.
• Provide supports in a manner consistent with all relevant laws, including the National Disability Insurance Scheme ACT 2013 and Rules, and the Australian Consumer Law; keep accurate records on the supports provided to the participant, and
• Issue regular invoices and statements of the supports delivered to the participant.
• Infinity Care affirm that supports will never be withdrawn or denied based on a participant’s personal choices, dignity of risk decisions, cultural values, beliefs, or race. We will uphold the rights of all participants to live with dignity, make their own informed choices, and be treated with fairness, respect, and equality at all times even when those choices may involve a level of risk.

 

 

Rights & Responsibilities of Client & Representative

Whilst accessing the services outlined in this agreement, the client & the client's representative;

• Have the right to privacy and confidentiality and in keeping with the Health Records Act 2001, to request access to any health information kept by Infinity Care
• Have the right to request services in accordance with the support plan, provided the request is also in accordance with all applicable legislation.
• Have the right to nominate, in writing, an advocate or guardian, who will act in the best interests of the client and accept the responsibilities imposed under this agreement.
• Have the right to be treated with dignity and respect and to have choices and aspirations supported as far as is reasonably possible
• Have the right Contribute to the development of their care plan and be provided with a written copy of the care plan outlining the services that are to be delivered by Infinity Care
• Have the right to know about advocacy and community groups and services.
• Have the right to freely file a complaint, grievance, or appeal, learn how to do so; and have access to an external independent grievance mechanism.
• Have the right to access to an interpreter when required; or a bilingual care worker
• Have the right to have an advocate present for all contact with Infinity Care and for any other purpose when they require it
• Whilst the client is receiving the services outlined in the service agreement, they will agree to the following responsibilities;
• Inform Infinity Care about how they wish the supports to be delivered to meet the Participant's needs.
• Treat the provider with courtesy and respect.
• Talk to Infinity Care if the participant has any concerns about the supports being provided.
• Refrain from smoking in the presence of Infinity Care Support Workers.
  Provide Infinity with the information needed, in order to provide the best possible care.
• Help develop and follow the agreed-upon care plan for their care, including the agreed-upon medication plan.
• Let Infinity Care know when the care plan no longer works for you.
• Advise Infinity Care about any changes needed for their care plan, including medication changes, and provide any necessary information as required.
• Openly report concerns about the quality of care.
• Keep Infinity Care advised of all relevant and pertinent information relating to the care we are providing and let Infinity know about any changes to their contact information (name, address, phone, etc.)
• Take responsibility for the outcomes of any decisions they make.
• Provide required cleaning products and equipment for domestic assistance services.
• Keep your scheduled service time. If you need to cancel or change a service, please contact Infinity Care's office as soon as possible to avoid any Short notice/No-show cancellation charges.
• Let Infinity Care know immediately if the participant’s NDIS plan is suspended or replaced by a new NDIS plan, or the participant stops being a participant in the NDIS
• Give Infinity Care the required notice if the Client needs to end the service agreement (see 'Ending this Service Agreement' below for more information), and
• Let Infinity Care know immediately if the Client's NDIS plan is suspended or replaced by a new NDIS plan or the participant stops being a participant in the NDIS.

 

Fees and Payments

• Infinity Care will seek payment for their provision of supports after the Client or if applicable client's representative confirms satisfactory delivery.
• If the funding for any of the supports provided under this Service Agreement is self-managed Infinity Care will send an invoice after the services are provided. The client must pay the invoice by EFT within 14 days.
• If the funding for any of the supports provided under this Service Agreement is managed by the client's representative or by an NDIS registered plan manager, Infinity Care will send an invoice to the client's representative/plan manager after the services are provided which must be paid by  EFT within 14 days.
• If the funding for any of the supports provided under this Service Agreement is managed by the NDIA, Infinity Care will request NDIA for the payment after the services are provided.

 

Changes to this Service Agreement

If changes to the supports or their delivery are required, the parties agree to discuss and review this Service Agreement. The parties agree that any changes to this Service Agreement can be agreed verbally or via email or in writing and acknowledge by all parties.

 

Ending this Service Agreement

This agreement commences on the service start date as specified in section 4 of this agreement and shall be perpetual, subject to the provisions of this Agreement unless terminated earlier by either party.

Should either party wish to end this service agreement they must provide 2 weeks' written notice, subject to payments of all outstanding fees for services already supplied as of the notice date.

This service agreement will terminate immediately in the event of the death of the client and for the avoidance of doubt; the client's estate will remain responsible for paying the outstanding fee.

 

Feedback, complaints, and disputes

If the Client wishes to provide feedback to Infinity Care, the Client can talk to;

Nir Gaire

Executive Manager

Ph: 02 8033 4582

M: 0424 847 867

Address: Level 2, 684 Princes Highway Kogarah NSW 2217

E-mail: admin@infinitycare.com.au

 

If the Client is not satisfied or does not want to talk to this person, the participant can contact the National Disability Insurance Agency by calling 1800 800 110, visiting one of their offices in person, or visiting www.ndis.gov.au for further information.

 

 Goods and services tax (GST)

 For the purposes of GST legislation, the parties confirm that:

• A supply of supports under this service agreement is a supply of one or more of the reasonable and necessary supports specified in the statement included, under subsection 33(2) of the National Disability Insurance Scheme ACT 2013 (NDIS Act), in the participant's NDIS plan currently in effect under section 37 of the NDIS Act;
• The participant's NDIS plan is expected to remain in effect during the period the supports are provided; and
• The Client & the Client's representative will immediately notify the provider if the participant's NDIS Plan is replaced by a new plan or the participant stops being a participant in the NDIS.

 

 

Cancellation, Public Holidays, After-Hours Support and Schedule Changes

Public Holidays

Your services will proceed as normal on Public Holidays unless you have advised us that you do not wish to take support during Public Holidays in advance. If you would like to cancel a scheduled public holiday service, please call our office as soon as possible to avoid any Short notice/No-show cancellation charges.

Infinity Care amends short Notice Cancellation and No Show policies from time to time in compliance with NDIS pricing arrangements. Please refer to your NDIS Agreement for the notice period required that is applicable to you. We will explain this to you before you accept our Service Agreement.

Please note that Public Holidays supports have relatively higher rates to account for staff penalty rates. The schedule of fees provided in your NDIS service agreement will include information about the costs per hour of each type of support.

After-Hours Support

Our after-hours support is in place to provide immediate and emergency assistance to pre-scheduled services during that time. Please contact us during business hours of 9 AM-5 PM Monday to Friday for concerns, queries, and new service requests.

Schedule Changes, Short Notice Cancellations, and No Shows

We understand that there may be occasions where you will need to make changes to the scheduled time of your services, such as holidays and doctor’s appointments. Your Support Worker will have a busy schedule, so we request that you let us know of these changes at least 48 hours in advance. Any service changes requested within 48 hours of the scheduled time of service may incur a fee according to our cancellation policy.

Should you need to cancel a service, for any reason, we ask that you give us as much notice as possible.

Short Notice Cancellations

A cancellation is a short-notice cancellation (or no-show) if you;

Do not show up for scheduled support within a reasonable time, or are not present at the agreed place and within a reasonable time when the support worker is traveling to deliver the support; or
Have given less than seven (7) clear days’ notice for support.
Where you have a Short Notice Cancellation (or no-show), Infinity Care is able to claim the agreed fee associated with the activity from your plan, subject to the NDIS Pricing Arrangements and Price Limits and the terms of the service agreement with you. Please refer to your NDIS Agreement for our cancellation policy and the notice periods that apply to you.

On rare occasions Infinity Care may need to reschedule your service due to unforeseen circumstances, if this happens we will inform you as soon as possible and will endeavour to arrange an alternative time for your service.

 

 

 

 

Schedule of Supports/Fees:

The fees charged by Infinity Care will be in accordance with the maximum price limit for the specific category and level agreed with the client and specified by NDIS Pricing Arrangements and Price Limits. The rates are subject to change as per the Price Guide which is available at :

https://www.ndis.gov.au/providers/price-guides-and-pricing

The Participant and, if applicable, the Participant's Representative acknowledge that the NDIS Pricing Arrangements may be amended by the NDIA from time to time. Upon the publication of an amended Pricing Arrangement by the NDIA, Infinity Care may, at its sole discretion, vary the Fees in accordance with the price limits specified under an amended NDIS pricing arrangement, by giving no less than 14 days' notice to the Client or, if applicable, the Client’s Representative.

Any variation to the Fees by Infinity Care shall take effect no earlier than the date on which the amended NDIS Pricing Arrangement comes into force.

All prices are GST inclusive (if applicable) and include the cost of providing the supports. Additional expenses (i.e. things that are not included as part of a Participant’s NDIS supports) are the responsibility of the [participant/participant’s representative] and are not included in the cost of the supports. Examples include entrance fees, event tickets, meals, etc.

At the date of this agreement, the payment schedule is as specified below:

Advocacy

Infinity Care recognises the role of family, carers and advocates in representing people's interests and promoting choice and control in the planning and delivery of supports. You have the right to seek the assistance of an advocate. An advocate may be a family member, friend, colleague or someone from an independent organisation. Please contact us if you require more information about advocacy or assistance in acquiring an advocate. Below are some advocacy organisations

Disability Advocacy Network Australia (DANA)
DANA is the national representative body for a network of advocacy organisations throughout Australia. DANA's mission is to strengthen and support disability advocacy organisations across Australia. The organisation has a list of Advocacy organisations that you can contact. Please see below for some useful links;
https://www.dana.org.au/find-an-advocate/

People with Disability Australia (PWDA)
Phone: 02 9370 3100
Toll Free: 1800 422 015
Fax: 02 9318 1372
Email: pwd@pwd.org.au
Website: https://pwd.org.au/

ACTION for People with Disability
Phone: 02 9449 5355
Fax: 02 9449 2652
Email: action-for-people@swiftdsl.com.au
Website: www.actionadvocacy.org.au

Council for Intellectual Disability (CID)
Free call: 1800 424 065
Phone: 02 9211 1611
Email: info@nswcid.org.au
Website: http://www.nswcid.org.au/

 

Complaints Policy & Process

The Incident and Complaint Management Process has been developed to provide a single system through which incidents & complaints and administrative action can be dealt with where possible internally, and to comply with the requirements for a general complaints procedure. The policy is created to ensure that there is a consistent approach to management of incident, complaints and feedback in order for responsible employees to respond effectively to them, when and as they occur in conjunction with the Complaints Policy & Risk Management Policy.

The management of all incidents, complaints and feedback aims to minimising harm, identifying contributing factors, improving performance, preventing recurrence, reducing risk and openly disclosing the results of investigations to key stakeholders.

Who can make a complaint and/or report an incident?

Anyone who uses our services is entitled to make a complaint, express a grievance, report an incident, or to give us feedback of any kind. This includes clients and their families, carers or advocates. Clients may use an advocate of their choice to negotiate on their behalf. This may be a family member, friend or advocacy service.

Advocates will be accepted by Infinity Care as representing the interests of the Client. We will help you if you need assistance in making a complaint or reporting an incident. For example, we can organise an interpreter if you need one.

 

What can a complaint be about?

There is a range of complaint types that can be made. Examples include if a client:

• thinks they are being treated unfairly;
• is not receiving the amount or quality of care that Infinity Care indicated that they would receive;
• has not been treated with respect by a staff member; · feels their safety was compromised;
• thinks their confidentiality has been breached;
• thinks their human rights have been breached.

All complaints or reported incidents of a serious nature eg. Corruption, fraud, harassment, etc. should be submitted in writing to the Manager at Infinity Care. Criminal allegations will be reported to the Police.

 

 Procedure

 If the Client wishes to provide feedback to Infinity Care, the Client can talk to Nir.

Executive Manager

Ph: 02 8033 4582

M: 0424 847 867

Address: Level 2/684 Princes Hwy, Kograh NSW 2217

E-mail: admin@infinitycare.com.au

 

If the client is not satisfied or does not want to talk to this person, the participant can contact the National Disability Insurance Agency by

1.  calling 1800 800 110 or TTY 133 677
2.  writing email to feedback@ndis.gov.au
3.  visiting one of their offices in person, or
4.  visiting www.ndis.gov.au for further information

 

Other external complaints avenues

 NSW Ombudsman

This agency handles complaints about community and disability service providers in NSW.

Web:www.ombo.nsw.gov.au

Phone: 02 9286 1000 Toll Free (outside Sydney metro): 1800 451 524

 

Health Care Complaints Commission

 This agency handles complaints about health service providers.

Web:www.hccc.nsw.gov.au

Phone: 02 9219 7444 Toll Free (NSW): 1800 043 159

Email :hccc@hccc.nsw.gov.au

 

National Disability Abuse and Neglect Hotline

This Hotline is a free service which receives reports of abuse and neglect of people with disability.

Web: www.disabilityhotline.net.au

Phone: 1800 880 052

 

Our Incident Management Process

During the course of your care, Infinity Care takes all necessary measures to ensure your safety and that of Infinity Care team members. All incidents involving clients are reported and investigated, and corrective measures are undertaken to prevent reoccurrence and / to eliminate the risk.

We ensure:

• All Infinity Care staff are trained to identify, report and action hazards before they lead to a potential risk situation.
•  All necessary steps are taken to respond to the situation including the client's immediate needs
•  Our staff will report the incident in a timely manner to the client and / or their family
•  Information reported to the client and / or their family will include the contact names and details of the staff members available to respond to any enquiries or concerns
•  If further investigation is required or the incident needs to be reported to a third party Infinity Care will notify the client and / or family.
•  Infinity Care will communicate with the client and / or family during the course of the investigation process and will advise on the outcome when the investigation has been completed.

If you are concerned about the level of care or want to report any incident including abuse, neglect, violence and discrimination, please contact Infinity care. We will notify the relevant authorities with your consent. Please be assured all reporting will be treated with upmost importance and your privacy will be maintained at all times.

 

Reportable Incidents

Infinity Care is required by law to notify the NDIS Commission of reportable incidents (whether confirmed or alleged) that occur in connection with Infinity Cares provision of NDIS supports and services.

 Section 73Z (4) of the National Disability Insurance Scheme Act 2013 (Cth) defines reportable incidents as:

• The death of a person with disability
• serious injury of a person with disability
• abuse or neglect of a person with disability 
• unlawful sexual or physical contact with, or assualy of, a person with diability
• sexual misconduct committed against, or in the presence of, a person with disability, including grooming of the person for sexual acticity.
• the use of an unauthorized restrictive practice in relation to a person with diability.

Privacy Policy

Protecting Your Personal Information

We appreciate that privacy is important to you and Infinity Care is committed to handling your personal information (including health and other sensitive information) in accordance with applicable privacy laws, including the Australian Privacy Principles set out in the Privacy Act 1988 (Cth). A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at www.aoic.gov.au

 

What personal information does Infinity Care collect and hold and why?

We collect personal information reasonably necessary to provide our services to you. The information that we collect about you or the person you care for may include but is not limited to, identity and contact details, gender, cultural and religious preference, financial information, and health details.

 

How do we collect your personal information?

Information is primarily collected directly from you. It might also be collected on occasion by our contractors or from service providers, and it could be in writing, by telephone, and by other electronic communication channels.

We may also need to obtain your personal information from others, with your consent, to ensure that we are fully informed about the provision of appropriate services.

 

Disclosure of Personal Information

Your Personal Information may be disclosed in a number of circumstances including the following:

• Third parties where you consent to the use or disclosure; and
  where required or authorized by law.
   

 

Security of Personal Information

Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification, or disclosure. When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files, which will be kept by us for a minimum of 7 years.

 

Notifiable Data Breaches

If Infinity Care determines that personal information has been accessed without permission, acquired, used, or disclosed in a manner that compromises the security of the personal information, we will assess the risk to affected parties.

 

If Infinity Care determines that a breach causes serious harm to an individual, we will notify all affected parties (including the individuals to whom the data pertains and the Australian Information Commissioner). The notification will provide recommendations about the steps individuals should take in response to the breach.

 

Can I correct the information?

If you believe there are errors in our records about you, please let us know and we will investigate and correct any inaccuracies.

Glossary of Terms

Agency: The National Disability Insurance Scheme has been established by the Australian Government to implement the first stage of a National Disability Insurance Scheme (NDIS).

Agreement: A document that sets out the rights and obligations of service clients and service providers. The agreement may cover a variety of issues relating to service provision, including care, fees and charges, the rights and responsibilities of the service provider and care recipient, and any extra services.

Assessment: Ongoing process beginning with first client contact and continuing throughout the intervention and maintenance phases to termination of contact. The major goals of assessment are (a) identification of vulnerable or likely cases; (b) diagnosis; (c) choice of optimal treatment; and (d) evaluation of the effectiveness of the treatment.

Carer: A person who provides any informal ongoing assistance, in terms of help or supervision, to persons with disabilities.Assistance to a person in a different household relates to 'everyday types of activities', without specific information on the activities. Where the care recipient lives in the same household, the assistance is for one or more of the following activities:

• Cognition or emotion
• communication
• health care
• housework
• meal preperation
• mobility
• paperwork
• property mainetenance 
• self care
• transport

Client: a person with a disability who is eligible to receive care and support through the National Disability Insurance Scheme and who is utilising, or who has utilised, a service.

Outcome: A measurable positive change in the well-being of a participant supported through NDIS which is attributable to the interventions or services they have received.

Power of Attorney: A document by which a person appoints someone else, usually a trusted family member or friend, to act as their agent with authority to deal with and manage their property and other financial affairs.

Residential Care: is provided to people with a disability who cannot live independently at home and who have been assessed as needing this care.

Respite: Respite care services help carers take breaks from their caring role. A range of respite care services are available, including respite in the person's home, in a day care centre in the community or in a residential facility. Respite can be provided by family members, friends, neighbours or trained workers

Client Information Consent

The purpose of this is to inform you and seek your consent to the collection, storing and sharing your Personal information (including health information) in respect of the provision of Services by Infinity Care under your NDIS Services Agreement.

In keeping with our obligations under the Privacy Act 1988 (Cth) and Australian Privacy Principles and under State and Territory health records legislation, we wish to inform you of the purposes for which we may use your personal information and how we may use and disclose your personal information (including health information). Please refer to our privacy policy for more information generally on the management of personal information (including health information) by Infinity Care.

I acknowledge and agree that, in the course of the provision of Services by Infinity Care under my NDIS Services Agreement:

• Infinity Care and its Personnel will need to use my personal information (including health information) for the purposes of performing Infinity Care's duties and obligations under my NDIS Service Agreement;
• Infinity Care and its Personnel may use my personal information (excluding any health information) for marketing purposes; and
• Infinity Care and its Personnel may need to disclose my personal information (including health information) to other persons in order to perform their duties and obligations under my NDIS Services Agreement, including without limitation:

• Infinity Care's authorised third-party service providers; 
• my next of kin, family, or other representatives authorised by me; 
• my doctor, medical and allied health providers, or other specialists and medical practitioners;
• my support coordinator or plan manager; and local area coordinators; aged care assessment teams;
• quality reviewers; and
• Government agencies including the NDIA

Non-Response and Emergency Plan

IF YOU ARE NOT HOME FOR A SCHEDULED SERVICE

If we cannot obtain an answer from you or locate you, Infinity Care will follow the response plan

1. Check through the door, windows, and back of the house to see if it is accessible. If feasible check with the neighbors.
2. If the neighbor cannot help infinity support worker will call the Infinity Care office.

Infinity Care Manager to follow the following process:

1. Attempt to call the participant's home/mobile number or their representative (next of kin)
2. If no contact is made, Infinity Care will contact emergency services
3. Infinity Care Manager to then call the care worker to inform emergency services have been notified.

Note: If a nominated contact/representative agrees to take action and responsibility to locate me (the participant), Infinity Care staff members will cease their role in the process.