TAG Service Agreement

ACCESSIBLE ACCOMMODATION
1. Parties
Management type*

Plan ManagedSelf Managed
Participant
Full Name*
Best Contact Phone*
Participant Reference Number*
Date of birth*

DayMonthYear
Plan start date*

DayMonthYear
Plan end date*

DayMonthYear
NDIS Item Code(s) to bill to*
Email Address*
example@example.com
Address*
Check in Date*

DayMonthYear
Check out Date*

DayMonthYear
Total cost of support/to be quoted: $*
Property*
Plan Manager
Name
Company
Phone
Email
example@example.com
Support Coordinator
Name
Company
Phone
Email
example@example.com
Preferred contact person (please select)
Preferred contact person (please select)*

Support CoordinatorParticipantOther
Name
Phone
Email
example@example.com
Relationship to Participant
2. The NDIS and this Service Agreement
a)    This Agreement is made according to the rules and the goals of the National Disability Insurance Scheme (NDIS);

b)    The participant and the service provider agree that this Agreement is in line with the main ideas of the NDIS. These ideas include things like having more choices, achieving your goals and taking part in the community; and

c)    The parties agree that this Service Agreement is made in context of the NDIS, which is a scheme that aims to:

Support the independence and social and economic participation of people with disabilities, and

Enable people with disability to exercise choice and control in the pursuit of their goals and the planning and delivery of their supports.
3. Schedule of Supports
The provider agrees to provide the participant accessible accommodation for the duration as set out in Page 1 of this agreement. This schedule of supports will include information on:

a)      What services will be provided;

b)      How the services will be provided;

c)      When they will be provided; and

d)      The fees associated with the services

The services and their fee structures are set out in the attached summary of services.
4. Responsibilities of Accessible Accommodation services
Our Service Commitment and Standards:

·       Accessible Accommodation provides a booking service for accommodation.

·       Accessible Accommodation will provide a service that is professional, accessible, based on your needs and timely.

·       Accessible Accommodation will treat you with courtesy and respect

·       You can expect to receive clear and accurate information

·       You are welcome to involve family members, friends, advocates or other services providers as you wish.

·       Accessible Accommodation also follow all relevant laws, including the National Disability Insurance Scheme Act 2013 and rules, and Australian Consumer Law.

·       Accessible Accommodation keeps accurate records of the services we provide.

·       Accessible Accommodation treats all information provided as private and confidential

·       Accessible Accommodation is committed to answering any enquiries within 24hours or will provide you with an update on the progress of your matter.

·       Accessible Accommodation will give the information about managing any complaints or disagreements.

·       Accessible Accommodation agrees to listen to participants feedback and resolve problems quickly.

Where allegations of abuse, neglect, violence, exploitation or discrimination are made Accessible Accommodation employs a Zero Tolerance policy.
5. Your responsibilities
As an individual using our support services there are a few things that we ask of you. The information below explains the responsibilities you have when using our services.

The participant/participant’s representative agrees to:

(a)      Respect the rights of staff, ensuring their workplace is safe and healthy and free from harassment;

(b)      Abide by the terms of your agreement with us;

(c)      Accept responsibility for your own actions and choices even though some choices may involve risk;

(d)      Tell us if you have problems with the services you are receiving;

(e)      Provide us with information that will help us better meet your needs;

(f)       Be aware that our staff are only authorised to perform the specific function of our business;

(g)      Pay the agreed amount for the services provided;

(h)      Treat the provider with courtesy and respect;

(i)        Talk to the provider if the participant has any concerns about the supports being provided;

(j)        Recognise that cancellation and late accommodation change fees are applied by the accommodation providers, as well as Accessible Accommodation;

(k)      Agree that the accommodation provider’s cancellation and/ or change fee policies will apply;

(l)        Agree that Accessible Accommodation’s cancellation and/ or change fee policies will apply;

(m)    Accept that these fees will be deducted from any accommodation service booking fees or deposits paid to Accessible Accommodation;

(n)      give the provider the required notice if the participant needs to end the Service Agreement (see ‘Ending this Service Agreement’ below for more information); and

(o)      Let the provider 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.
6. Incident Reporting
Accessible Accommodation has an obligation to report any incidents to the NDIS, as such any incidents must be reported to Accessible Accommodation to ensure that these NDIS requirements are met. An initial report must be provided to Accessible Accommodation with 24 hours of the incident.
7. Changes to this Service Agreement
If changes to booking service or delivery are required, both parties agree to discuss and review the Service Agreement. Any changes to this Service Agreement will be in writing, signed and dated by participant and Accessible Accommodation.
8. Ending this Service Agreement
Should either Party wish to end this Service Agreement they must give 14 days’ notice. If either Party seriously breaches this Service Agreement the requirement of notice will be waived. Please note that this does not override the terms and conditions specific to each property and there may be cancellation/change fees associated that extend beyond 14 days. To find out what these are in relation to the particular property you want to book please contact our Bookings team at bookings@theaccessiblegroup.com.
9. Feedback, complaints or disputes
Accessible Accommodation has a formal complaints procedure in place. To summarise:
- Complaints received anonymously will be accepted and investigated as far as possible.
- Feedback and complaints can be made about any aspect of the business, or the services provided.
- A complaint can be made to any staff member. The complainant is encouraged to discuss the complaint directly with the staff involved.
- Complaints received will be acknowledged within 24 hours and will be responded to within 14 days.
- Complaints received are recorded for future reference.
- All complaints can be forwarded to the address below.
The complete Accessible Accommodation Complaints Management Policy is available upon request.

If you have any suggestions, concerns or feedback, please contact Accessible Accommodation in the following ways:

Email: bookings@theaccessiblegroup.com Phone: 1300 180 889 Write to: Accessible Accommodation PO Box 1328 Barwon Heads Vic 3227

If you are still not satisfied, you can contact the National Disability Insurance Agency by calling 1800 800 110, visiting one of their offices in person or visiting ndis.gov.au for further information.
10. Terms and Conditions
Fees

A Service Fee, equivalent to 20% of the booking value, will be charged for this service.

Fees are applied as a price per service; hourly rates are not applicable.

Fees are collected upon booking placement, and are held in trust for the participant and the provider. These fees are then remitted to the provider upon delivery of the service (provision of accommodation). The trust details are: The Accessible Group Pty Ltd trading as Accessible Accommodation

Accessible Accommodation collects fees based upon the following structure:

DETAIL – rate/ $/ %

Cancellations and “no shows” for booked accommodation

Where a provider or participant cancels a booking more than 7 days prior to the check in date a $100 cancellation fee plus 50% of the booking Service Fee applies in addition to any cancellation fees charged by the accommodation/service provider.

For any short notice cancellation or no show the total fee for the booking is payable and non-refundable.

Where cancellation (or no show) fees are required to be paid, Accessible Accommodation will recover 100% of that fee from the participant. This recovery will be by way of deducting the fee prior to refunding any other booking charges deposited by the participant to the trust. If no payments have been made towards the booking then an invoice for the cancellation fees will be sent to the participant for immediate payment.

A cancellation is a short notice cancellation (or no show) if the participant:
- Does not use the accommodation as booked (i.e. does not show up at the booked time and date) – a ‘no show’ booking; or
- Has given less than seven (7) business days’ notice of cancellation for the booked accommodation; or
- Breaches any specific cancellation or no-show clauses in the service terms and conditions provided by the accommodation provider.
11. Payments
Bookings are not secured until payment is received, or written confirmation of funding approval and allocation to the booking from the participants plan manager is received.

Where payment or confirmation of funds allocation to the booking is not received within 2 business days of making the booking the booking may be cancelled.

Should a participant exhaust funds within their NDIS plan and invoices remain outstanding, the participant will be responsible for the payment of these invoices.

For bookings where the total cost exceeds $1,500.00, at least 90% of the total value of the booking must be paid at least 7 days prior to check in. The booking may be cancelled if this is not received.

Depending on how the participant’s plan is managed, the following applies:

Self-Management

The participant has chosen to self-manage the funding for NDIS supports provided under this Service Agreement. The provider will send the participant an invoice for those supports for the participant to pay at the time at which the accommodation booking is made. The participant will pay the invoice via electronic funds transfer within 2 days of receipt. If payment is not received in this time the booking may be cancelled.

[AND / OR]

Plan Nominee

The participant’s Nominee manages the funding for supports provided under this Service Agreement. The provider will send the participant’s Nominee an invoice for those supports for the participant’s Nominee to pay at the time at which the accommodation booking is made. The participant’s Nominee will pay the invoice by electronic funds transfer within 2 days of receipt. If payment is not received in this time the booking may be cancelled.

[AND / OR]

Registered Plan Management Provider

The participant has nominated the Plan Management Provider to manage the funding for NDIS supports provided under this Service Agreement. The provider will claim payment for those supports to be made at the time at which the accommodation booking is made. If this is not possible, the provider will accept written confirmation that funds are available and allocated to the booking in the participants plan to cover the services in this agreement from the plan manager in lieu of payment until the day of check in. The participant’s Plan Management Provider will pay the invoice by electronic funds transfer, or provide written confirmation of funds allocation within 2 days of booking being made. If not received in this time the booking may be cancelled.

A supply of supports under this Service Agreement is a supply of one or more reasonable and necessary supports specified in the statement of supports 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.
12. Cancellation/Change Fees
Please note changes and cancellations of confirmed bookings will attract an AUD $100 (incl. GST) administration fee plus 50% of the booking Service Fee in addition to the cancellation fee of the accommodation/service provider. A booking will be considered confirmed once payment or confirmation of payment from a plan manager/fund reservation has been received/processed. Credit card and booking fees are non-refundable. Any changes or cancellations must be made via email to bookings@theaccessiblegroup.com. These terms and conditions are in addition to the properties own terms and conditions which can be found by viewing your itinerary or you can request a copy by emailing us at bookings@theaccessiblegroup.com
13. Agreement
I/we declare that all information entered on this form is correct and that I/we agree with the above conditions.

Yes
I/we understand that Accessible Accommodation and associated properties do not provide supports in addition to accommodation, i.e. personal care/meal preparation and other support services. If this is required it is up to the participant and/or Support Coordinator to organise these services.*

Yes
I understand that it is the responsibility of the guest to cover all additional costs such as parking, pet fees, bonds and damages.*

Yes
Once payment approval is received from the plan manager, I/we understand that I/we am responsible for ensuring there are funds available in my plan to cover this stay. In the event that my NDIS plan funds run out, I/we will be personally responsible for covering the cost of the accommodation and/or change/cancellation fees.*

Yes
Participant/Guardian:

I have read, understand, and agree with the information in this service agreement.
Signature*

Clear
Print name*
Date*

DayMonthYear
Date
Representative of Accessible Accommodation

We are committed to providing services as outlined in this document.
Signature

Clear
Print name
Date

DayMonthYear
Date

Accessible Accommodation can be contacted on:

Phone (mobile)	1300 180 889
Website:	www.accessibleaccommodation.com
Email:	bookings@theaccessiblegroup.com
Postal Address:	P.O.Box 1328 Barwon Heads Vic 3227
Postal Address:	P.O.Box 1328 Barwon Heads Vic 3227

Should be Empty:

ACCESSIBLE ACCOMMODATION

1. Parties

Participant

Plan Manager

Support Coordinator

Preferred contact person (please select)

2. The NDIS and this Service Agreement

3. Schedule of Supports

4. Responsibilities of Accessible Accommodation services

5. Your responsibilities

6. Incident Reporting

7. Changes to this Service Agreement

8. Ending this Service Agreement

9. Feedback, complaints or disputes

10. Terms and Conditions

11. Payments

12. Cancellation/Change Fees

13. Agreement