SERVICE AGREEMENT & GENERAL TERMS & CONDITIONS

 

Welcome!

 

Thank you for choosing to join Platypus Plan Management or considering switching to our services. My name is Colleen Cook, and as the owner of Platypus Plan Management, I bring accounting qualifications and experience to provide you with exceptional service.

  

With my expertise in budgeting and keeping track of financial records, I am dedicated to assisting you in managing and monitoring your NDIS plan effectively. 

 

One of the advantages of Platypus Plan Management is that we provide virtual services, meaning that distance is not a factor across Australia. Regardless of your location, I am committed to delivering personalised support and guidance to help you make the most of your NDIS plan.

 

Your feedback and suggestions are always welcome, as they help me continuously improve the services I provide. I aim to offer you the best possible experience as we work together on your NDIS journey.

 

Thank you for entrusting your plan management needs to Platypus Plan Management. I am excited to assist you in achieving your goals and ensuring the financial success of your NDIS plan. 

 

Regards,

Colleen Cook

Platypus Plan Management 

 

You nominate Platypus Plan Management to manage funding for NDIS Supports as per the below agreement.

 

This Service Agreement is made between: Platypus Plan Management (The Provider) and You (The Participant)

GLOSSARY OF TERMS

Plan: The written document developed by the National Disability Insurance Agency (NDIA) or their delegate, such as a Local Area Coordinator (LAC), in collaboration with the NDIS participant.

 

Our Services: Plan Management services provided by Platypus Plan Management, a registered NDIS provider operating across Australia.

 

Provider: A Sole Trader or Organisation that offers support services and/or products to NDIS participants.

 

Consent to Share: Granting permission to Platypus Plan Management's employees to discuss personal and plan information with trusted providers, the NDIS, and other Trusted Service Nominees, as directed by the participant.

 

NDIS/NDIA: NDIS refers to the National Disability Insurance Scheme, established by the NDIA (National Disability Insurance Agency), which acts as the parent company overseeing the NDIS.

 

Participant: The individual for whom the NDIS Plan was created.

 

Nominee: A person authorised to make NDIS decisions on behalf of a participant who is 18 years or older.

 

Plan Management: Also known as "Improved Life Choices" in an NDIS Plan, it refers to the service provided by Platypus Plan Management.

 

Support Coordination: Also known as "Coordination of Supports" in an NDIS Plan, it refers to the service provided by an external third party to assist the participant.

 

Platypus Plan Management/PPM: Platypus Plan Management Pty Ltd, a registered NDIS provider offering support under the National Disability Insurance Scheme Act 2013 (cth). They are referred to as Platypus Plan Management or PPM in the agreement.

PLAN MANAGEMENT RESPONSIBILITIES

Plan Management – Financial Administration funding applies to registered providers who undertake financial administration of a plan on behalf of a participant. Plan Management funding includes a setup fee to establish the payment arrangements with providers and a monthly processing fee. This support assists a participant by:

 

• Providing increased control over plan implementation and utilisation with a financial intermediary services

 

• Managing and monitoring budgets throughout the plan duration

 

• Handling NDIS claims and processing payments to service providers for services rendered

 

• Maintaining accurate records and providing regular statements to reflect the plan's financial status

 

• Facilitating access to a wider range of service providers, including non-registered providers, while adhering to the price limits outlined in the Price Guide.

 

• Please note that out-of-hours or weekend support is not included.

 

• Evidence of choice and control is required for everyday items; our decision-making form will need to be completed as proof.

 

• Offering support and coaching to help you make the most of your NDIS Plan.

 

You can refer to the NDIS Guide to Plan Management for more information about our role.

 

NOTE: These costs are not deducted from your funding. The NDIS covers the expenses for these supports separately.

 

All supports and their prices are listed in the attached schedule of supports. The prices provided include GST (if applicable) and cover the cost of delivering the supports.

 

This Service Agreement is established to provide supports under your National Disability Insurance Scheme (NDIS) plan. We mutually agree that this service agreement is made within the framework of the NDIS, a scheme designed to:

 

• Promote the independence, social inclusion, and economic participation of people with disabilities

 

• Empower individuals with disabilities, along with their families and carers, to exercise choice and control in pursuing their goals and planning and receiving their supports.

OUR RESPONSIBILITIES (THE PROVIDER)

As your dedicated service provider, we agree to:

 

• Treat you and your team with courtesy and respect, ensuring that you are involved in decisions that affect your supports and services.

 

• Keeping Accurate Records: We will maintain accurate records of the supports we provide to you and provide regular statements that detail the services rendered.

 

• Open and Honest Communication: We will communicate openly, honestly, and in a timely manner, ensuring that you are well-informed throughout our engagement.

 

• Feedback and Problem Resolution: We value your feedback and will actively listen to your suggestions and concerns. If any issues arise, we will work diligently to resolve them quickly and effectively.

 

• Reliance on Provided Information: We rely on the information you provide to us, trusting that it is true, accurate, complete, and up to date.

 

• Complaints and Disagreements: We will provide you with information on how to manage any complaints or disagreements that may arise. 

 

• Support Reviews: We will review your supports at least three (3) monthly, providing you with feedback and relevant information to ensure the effectiveness of your plan.

 

• Service Agreement Termination: If there is a need to end the service agreement, we will provide you with information on how to complete this in the agreement's terms (please refer to the "Ending this Service Agreement" section).

 

• Privacy and Confidentiality: We prioritise the protection of your privacy and confidential information, ensuring compliance with all relevant laws, including the National Disability Insurance Scheme Act 2013 and rules, and the Australian Consumer Law.

YOUR RESPONSIBILITIES (THE PARTICIPANT/NOMINEE)

As our valued Participant/ Nominee, you agree to the following terms and conditions:

 

· Provide Information: You will provide us with the necessary details requested in this agreement, including the categories details of your NDIS Plan, date of birth, address, and contact information, to enable us to provide effective service.

 

· Nominee Approval: If applicable, you will provide us with the necessary Nominee approval from the NDIS.

 

· Sharing of Plan: You will share your plan in the My Place Portal, allowing us to review goals, budgets, and any applicable nominee arrangements.

 

· Respectful Treatment: You will treat us with courtesy and respect.

 

· Disclosure of Special Needs: You will disclose any special needs that a reasonable person would consider necessary to be disclosed.

 

· Appointment Cancellations: If you cannot attend an appointment, you will provide us with a minimum of 24 hours' notice.

 

·  Service Agreement Termination: If you need to end the service agreement, you can find out how in the 'Ending this Service Agreement' section.

 

·  NDIS Plan Changes: You will inform us immediately if your NDIS plan is suspended, replaced by a new plan, or if you are no longer a participant in the NDIS.

 

·  Consent for Disclosure: You consent to us providing any information required by law and acknowledge that we may disclose all relevant facts and circumstances if mandated by law, such as mandatory reporting requirements.

 

· Service Bookings and Payments: You allow us to implement and manage service bookings on the NDIA portal within the approved budget of your current NDIS Plan. Service providers will claim payment from us after delivering the supports.

 

· Price Changes: In the event of price changes executed by the NDIA for historically provided services, fees will be backdated to ensure full recovery.

 

· Plan Management Exclusivity: You will not establish a plan management service for anyone other than yourself, except for individuals or businesses expressly authorised by you to establish such a service.

 

· Compliance with Laws: You will not engage in, encourage, or advocate any illegal activities or violate any laws, statutes, or regulations in your dealings with us.

 

· Non-Restriction of Engagement: You will not attempt to restrict others from engaging with our plan management services and will not encourage or facilitate violations of our terms or policies.

 

· Reputation Protection: You will not publicly act in any way that harms the reputation of Platypus Plan Management or any associated or interested parties, nor act contrary to the interests of Platypus Plan Management.

 

· Reasonable and Necessary Supports: You will ensure that invoices for supports accurately reflect your reasonable and necessary supports, using the values of choice and control.

 

· Indemnification: You will indemnify us against purchases of supports and services that are considered outside the reasonable and necessary supports of the NDIS, as the scope of a plan manager is limited. The decision to make such purchases rests with you, using the information and general advice we provide.

 

· Timely Invoice Approval: You will approve invoices within 24 hours of receiving them from our system to ensure prompt payment to providers. Invoices will auto-approve after this period.

 

· Accurate Receipts: You will ensure that any receipts submitted for reimbursement are accurate and correct.

 

These terms and conditions outline our mutual responsibilities and ensure a smooth working relationship.

CHANGES TO THIS SERVICE AGREEMENT

In the event that modifications to the supports or their provision are necessary, both parties agree to engage in discussions and reassess this service agreement. It is agreed that any alterations to this service agreement will be documented in writing, or verbal confirmation and be agreed by all parties involved.

 

Note: Verbal confirmation is via a recorded phone call or recorded zoom call. 

ENDING THIS SERVICE AGREEMENT
 

Termination of supports will only occur under the following circumstances:

• If we are unable to offer an appropriate service or support, or if we believe that another provider would better suit your needs, and/or

• If you express dissatisfaction with the service, and we are unable to address your requirements.

- Contact the NDIS by phone 1800 800 110

- Email enquiries@ndis.gov.au

- Connect via the NDIS webchat https://nccchat.ndis.gov.au 

 

You will not be charged for services that have not been delivered. We will facilitate a smooth transition by sharing all relevant information that you have consented to within 7 days of the agreement's termination.

ADVOCACY

We support the use of advocates and encourage you to seek the services of advocates to support your planning and engagement of services. If you would like more information about how an advocate can assist you, please let us know.

To find the locations and contact details of government-funded independent advocates near you, go to:

http://disabilityadvocacyfinder.dss.gov.au

If you request one of our staff to be an advocate, we will record their authority along with the issues important to them.

GOODS AND SERVICES TAX (GST)

For GST purposes, both parties confirm the following:

• The provision of supports under this service agreement qualifies as the provision of one or more reasonable and necessary supports as specified in the statement included in your current NDIS plan, as outlined in subsection 33(2) of the National Disability Insurance Scheme Act 2013 (NDIS Act).

• It is expected that your NDIS plan will remain in effect throughout the period in which the supports are provided.

• You or your representative will promptly notify us if your NDIS plan is replaced by a new plan or if you cease to be a participant in the NDIS.

LINE ITEMS FOR SERVICE

By signing our Agreement, you acknowledge that our fees will be adjusted in accordance with the NDIS price guide whenever such increases occur.

  

 

PAYMENTS

Plan Management provision of supports will be billed: 

- Initial payment at the start of our agreement, followed by monthly payments on the 1st of each month.

This service agreement remains in effect for the duration of your plan, including any plan extensions. 

PLAN MANAGED CLIENTS:

Please email approved invoices to

accounts@platypuspm.com.au 

 

MARKETING

All participants of Platypus Plan Management (PPM) shall receive direct marketing and important NDIS information and updates from us, unless you request otherwise. You can contact us at any time to opt-out of receiving direct marketing material. However, please note that by opting out, you may miss out on important information pertaining to your NDIS Plan.

AUDITS

The Participant and/or Nominee/Representative/Guardian shall cooperate during third-party audits and reviews. This may involve being interviewed and having your records reviewed by a third-party accreditation and legislative body. If you do not wish to participate in a third-party audit, please inform us accordingly.

FEEDBACK, COMPLAINTS & COMPLIMENTS

To provide feedback, make a complaint, or share compliments about the supports we provide, please use the following methods to contact Platypus Plan Management:

• Complete our online form: Feedback, Complaints, and Compliments Form   

• Call: 1800 111 223

• Email: admin@platypuspm.com.au

We aim to address all feedback within 48 hours. All complaints are treated as private and confidential. Your feedback helps us improve our services and provide better support to you.

 

If you're not satisfied with the resolution or wish to escalate your complaint, you can contact the NDIS Commission:

Phone: 1800 035 544

TTY: 133 677

National Relay Service: Dial 1800 035 544

 

The NDIS Commission handles complaints regarding:

• Unsafe or disrespectful provision of NDIS services or supports

• NDIS services and supports not meeting appropriate standards

• Management of complaints by NDIS providers regarding services or supports for NDIS participants

 

For more information on the complaints process, visit:

www.ndiscommission.gov.au/about/complaints

 

 

By submitting the form below, you agree to the terms and conditions of this Service Agreement, including the consent to share information. You, your carer, guardian, or nominee:

    

• Have read and understood the information provided regarding the collection and use of personal information, and you agree to such use and disclosure. 

 

• Recognise that providing accurate information is crucial for receiving appropriate supports and services, and withholding or falsifying information may hinder the effectiveness of the provided assistance. 

 

• Are aware of your right to access and correct your personal information upon request, except in exceptional circumstances where access may be denied for legitimate reasons. In such cases, the reasons and potential remedies will be communicated to you.  

 

•  Have been provided with, or had the opportunity to obtain, a copy of the privacy policy. Understand that the provider's availability is limited to the hours of 9am to 4pm, Monday to Friday, and that calls made outside these hours, including weekends and emergencies, will be addressed on the next business day.

 

 

 

 

 

Signature of Authorised Person from Provider:

Authorised Person from Provider: Colleen Cook