PlanCare Plan Management Service Agreement
Welcome to PlanCare!
This agreement is between you (the participant), and us (PlanCare). Your details are written above in this form.
PlanCare's details are:
- Phone number: 1800 024 000
- Email: hello@plancare.com.au
- Website: www.plancare.com.au
This agreement starts on the day you consent to it. We will pay invoices from the start of your NDIS plan.
This agreement ends when you tell us you would like it to end. You just need to give us 30 days' notice in writing.
These are the services we will provide:
- Plan Management and Financial Capacity Building - Set Up Costs
- Plan Management – Financial Administration
These costs are determined by whether you live in a non-remote, remote or very remote area.
What is a service agreement?
This service agreement is about the services and supports you will get from us. It explains the supports that we will give you, how much they cost, and how you can cancel your service.
It is very important that you tell us if you do not understand something in this agreement. We can answer any questions you have over the phone, over email or in person.
Costs and Invoicing
There are no costs to you as the participant for plan management.
Sometimes NDIS changes the prices of supports. This includes plan management. If NDIS do this while you're a client with us, we'll change our prices to the new prices that NDIS make. We'll let you know within 7 days if this happens.
NDIS pays for plan management services for you under Improved Life Choices in your plan.
You or your service providers will send their invoices to us. They need to send them to invoices@plancare.com.au.
What you need to do:
- Tell us as soon as possible if your plan changes or ends
- Let us know if anything changes with you or your providers – for example, if you don't want us to approve their invoices anymore
- If you purchase something that NDIS says wasn't reasonable and necessary for you, you will need to pay it back to the NDIS
- Check your available funds before engaging with a provider or receiving any supports
- Only purchase supports that the NDIA define as reasonable and necessary. If you aren't sure, you should ask us - but at the end of the day, you make the decision
We'll approve invoices that come through to us automatically, once we have confirmed they are one of your providers.
If you want to approve each invoice before we pay it, we can forward the invoice to your email. You will need to let us know within 3 days if you are happy for us to process the invoice.
If we don't hear back from you after 3 days, we will automatically approve the invoice.
What PlanCare will do:
- We will provide a monthly statement to you showing funds spent and remaining funds
- We will pay invoices on your behalf from your NDIS funds
- We will track expenditure on supports against your budget
- We will process reimbursement claims to you if you pay from your own money
- We will pay between 3-5 business days after receiving the invoice. If it will take longer, we'll let you or your provider know right away
- We will protect your privacy and confidential information - you can read about more about how we handle and share personal information on our website at www.plancare.com.au/privacy
- We will make sure service providers charge you the right amount, and abide by the NDIS price caps and guidelines
- We will help and support you with questions about your funding or plan
- We will treat you with courtesy and respect
- We will communicate openly and honestly with you – and we expect you to do the same
How do I provide feedback?
If you have feedback or want to make a complaint about our service, please:
- Call us on 1800 024 000
- Email feedback@plancare.com.au
- Send mail to PO BOX Z5202, St Georges Tce, Perth, WA, 6831. If you want to make a complaint to us anonymously, this is the best way to do it
If you aren't happy with how we've managed your complaint, you can contact the NDIS Quality and Safeguards Commision by:
- Calling 1800 035 544
- Emailing contactcentre@ndiscommission.gov.au
- Filling in the form athttps://www.ndiscommission.gov.au/contact-us/makeacomplaint
Changing or Ending this Agreement - If you stop wanting services from PlanCare, you need to give us 30 days’ notice in writing.
If you want to change anything in this agreement, you can let us know by giving us a call, or sending us an email.
If there are any changes to your service, we will let you know within 7 days.
Auditing
Every few years, we need to do an audit. An audit is a check of our business activities, to make sure we're compliant with NDIS regulations. The person that does this is called an auditor. They don't work for PlanCare.
You will be included in auditing, unless you tell us you would like to opt out. The auditor doesn't look at how you spend your funding, but they might see some of your personal or plan details.
You can contact us if you have any questions about auditing.
Consent to share
You may want us to share information about your funding with certain people or providers. This might be your parent, your support coordinator, your doctor or a friend.
Some information you might want us to share could be:
- How your funding is going
- Information about recent invoices
- Providers that you use
If you want us to stop sharing information with someone, let us know.