THUS NDIS Service Agreement

Between

AND

The Hand Up Space

What is a Service Agreement?

THE HAND UP SPACE Service agreement is a legal document between you and us, that clearly informs you about the services and support you will receive from us. If you have any concerns or questions about this agreement, or you need to understand anything in the agreement, you can ask the THE HAND UP SPACE Team, an informal support person such as a friend, family member (or someone you trust) or a formal support person such as a guardian, advocate, or a legal representative.

Important Information

Service Provider Details (We, Us, Our)

Name:

THE HAND UP SPACE

ABN:

41517323384

Address:

PO Box 4168, Towradgi NSW 2518

Phone:

0403670543

Email:

nina.crumpton@thehandupspace.com

Customer/ Client Details (You, Your)

Customer Representative/s (You, Your)

Other Contact Details

Funding Details

1. Your Terms

This Agreement 

• This agreement will tell you about the services and support you will receive from us. Prior to the commencement date we will consult with you and/or your representative to determine services appropriate to your needs. Your services and support will be monitored and will be reviewed as required.  Any change in the support and services to be provided will only be implemented after consultation with you.

Services and Support

• These will be face to face and non-face to face supports.
• Your Support Coordinator will sit with you and create an action plan with you to work out how you would like your support to be delivered.
• If you are receiving services and support from THE HAND UP SPACE under NDIS funding you are required to provide us with your NDIS Goals, NDIS number, and NDIS Start and End Date, so we can plan your services and support. It is very helpful for us to have a full copy of your plan so we can best work with you to achieve what you want to work on. It is your choice whether or not to agree to this but it is hard to work effectively as your Support Coordinator without a full copy of the plan.

Backup Support

In the event your Support Coordinator, Nina Crumpton is unable to provide you with service/support due to illness, accident/emergency or being on leave, Real Life Assistants Wollongong will provide service in the interim.

They can be contacted on 0400 364 003 or via their website - www.reallifeassistants.com.au

Your Rights and Responsibilities

Rights

• To be treated and accepted as an individual, and to have your individual preferences respected.
• To be treated with dignity, with your privacy respected.
  To receive support that is respectful of you, your family and home.
• To receive support without being obliged to feel grateful to those providing your support.
• To full and effective use of all your human, legal and consumer rights, including the right to freedom of speech regarding your support; and
• To be treated without exploitation, abuse, discrimination, harassment, or neglect.

You can end this Agreement if:

• You wish to leave THE HAND UP SPACE service and support – Please refer to ending this agreement.
• We breach any Terms and Conditions of this Agreement.

 Responsibilities

• Inform us how you want your services and support.
• To participate in making decisions that affect you.
• Have your representative participate in decisions relating to your support if you do not have the capacity.
• Speak to us if you have any questions and/or concerns.
• Inform us of any changes that may impact your services and support so we can update, plan, and implement your services and support. 
• Inform us of all changes to your funding or if you are not participating in NDIS.
• Always treat our employees and management with courtesy and respect. 

Work, Health, and Safety

• To ensure the Work, Health and Safety of our staff, you must notify us of any dangers, hazards and/or risks in your home or places you are wanting to visit. This includes the environment, you and/or visitors.
• For services and support, you will need to let us conduct a Work, Health and Safety inspections and documentation initially, annually, or as required.
• To ensure that we are made aware of any risks associated with our employees being at your residence
• To take steps to ensure that any risks are rectified and addressed
• To treat employees  with respect and to avoid any behaviour that is threatening, abusive or harassing.

Fees and Charges

• We adhere to the NDIS Price Arrangements and price limits for direct service delivery.

 No-shows and cancellations

• If a support coordinator attends an appointment and you are not there a cancellation fee of 1 hour plus transport will be charged.
• You will only ever be charged at any other time if a support coordinator cannot find anything else to do during that time period.
• 24 hours’ notice of a cancellation is appreciated.

 Ending a Service Agreement by You

• Ending this Agreement for any reason will be by writing from The Hand Up Space with at least 2 weeks’ notice or another period mutually agreed between you and THE HAND UP SPACE via writing.

2. Our Terms

Our Rights and Responsibilities

Rights

Be treated with dignity and respect in the workplace

Responsibilities

We will:

• Treat you and your representative/s with dignity and respect.
• Provide you with services and support outlined in the Schedule of Support(s) and compliant with all relevant legislative, regulatory, and legal requirements and uphold the United Nations Convention on the Rights of Persons with Disabilities.
• Regularly review services and support to meet your individual need.
• Protect your privacy and confidentiality.
• Communicate openly, honestly and in a timely manner with you using your preferred method of communication.
• Keep and store accurate records and documentation .
• Issue regular invoices and statements of service and supports delivered as per NDIA Terms of Business. 
• Provide relevant information to you and your needs.

Privacy and Confidentiality

• The Hand Up Space adheres to the NDIS Privacy and Confidentiality requirements and you can get a copy of our policy if you would like a copy.
   

Changing, Suspending or Cancelling Services and Support

We may change, suspend, or cancel if:

• This Agreement is terminated or comes to an end for any reason.
• Your funding changes.
• Your Fees and Charges are more than 14 days overdue.
• We cannot perform the services and support.
• Our staff are or could be in danger.
• We will notify you at least 1 day prior (24hrs) if we need to change, suspend, or cancel service and support. Please Note - Due to urgent, emergencies or things out of our control this may not always be possible. 

Ending and Changing this Agreement 

• Proposed changes or ending this Agreement for any reason will be by writing from THE HAND UP SPACE with at least 2 weeks’ notice or another period mutually agreed between you and THE HAND UP SPACE via writing.

This Agreement will end immediately if:

• Our staff are in danger.
• You intentionally cause damage to our property and/or injure someone.
• You breach any of the Terms of this Agreement. 
• The participant cannot be supported with the resources available to the provider.
• Your needs, as assessed by THE HAND UP SPACE, can be more appropriately met by other types of services or care; or
• The participant ceases to receive funding from NDIA.

The participant has an outstanding account

• If we end this Agreement, you are responsible for paying any owed Fees and Charges. 
• If you seriously breach this agreement the requirement for notice will be waived.

Fees and Charges

• All outstanding fees and charges with THE HAND UP SPACE will be reclaimed from your NDIS Plan where relevant, however, if this is not possible you will be held personally accountable for the outstanding amount and legal action will be sought from THE HAND UP SPACE.

3. Administration

Feedback, Compliments and Complaints

THE HAND UP SPACE welcomes all feedback, compliments and/or complaints for continuous improvement. You are entitled to make any compliments and/or complaints about the provision of support. In good faith, we will attempt to resolve any dispute between you and us. You can contact us directly: THE HAND UP SPACE, Nina Crumpton (0403670543).

If you are not able to speak to us, you can also contact:

NDIS Commission 

Online: www.ndiscommission.gov.au
Phone: 1800 035 544

Disability Advocacy organisations are alsoavailable to you and will assist you with any concerns and/or complaints:

Illawarra Advocacy

Office address: Suite 2, Level 5, 221-229 Crown Street Wollongong NSW 2500

Postal address: P.O. Box 5134, Wollongong NSW 2500

Telephone: (02) 4229 4999

Office hours: Monday to Friday 9.00am – 5.00pm

Privacy and Confidentiality

• We will collect, use and disclose your information as per the Privacy Act 1988. We are committed to providing services and support to you, running our business and complying with our legal obligations. 
• The Hand Up Space adheres to the NDIS Privacy and Confidentiality requirements and you can get a copy of our policy if you would like a copy.

Payments

• If you are NDIA managed, we will make a payment request to the NDIA for the cost of your agreed support.
• If you are Plan Managed, we will send a copy of this agreement to the Plan Manager so they can make a service booking for us, and will then send invoices for payment to your Plan Manager each week.
• If you are Self-Managed, we will send you invoices for payment weekly which need to be paid within 7 days.
• The provider will seek payment for services according to the NDIS Price Guide and are adjusted accordingly when adjusted by the NDIA.

GST

• For the purpose of GST legislation, the parties confirm that most NDIS support items are exempt under the Australian Tax Office information about GST and NDIS and the application of Section 38-38 of the GST Act.