NDIS Service Agreement

The Provider agrees to:

• actively work with the Participant to identify their wishes, will, preferences and rights to establish goals and needs 
• assist the participant to access an advocate as required by referral to appropriate service such as, Disability Advocacy Finder, Disability Advocacy NSW; Advocacy Queensland Incorporated; Advocacy Tasmania; Disability Rights Advocacy Service Inc South Australia; Advocacy Western Australia; ADACAS ACT; Disability Advocacy Service NT
• work with the Participant’s advocate, trusted decision maker and/or family member to assist the participant to exercise choice and control and to have their voice heard in matters that affect them. This can occur at any time while the participant is using Inclusion Rehab and Disability’s services
• review the provision of supports at regular intervals with the Participant and their advocated or trusted decision maker
• provide the agreed safe and high-quality supports that meet the Participant’s needs at the Participant’s preferred, location and times whenever possible
• respect and respond to the cultural values and beliefs of the participant
• communicate openly and honestly in a timely manner and in a way the participant can best understand including using an interpreter if required
• treat the Participant with courtesy and respect
• inform the Participant of all costs associated with the provision of supports including the cost associated with cancellations
• protect the Participant’s privacy and confidential information as per the Privacy Act 1988 (and provide a copy of Inclusion Rehab and Disability’s Privacy and Information Management Policy if requested)
• store Participant information in a secure electronic file, that is password protected and has appropriate firewall protection
• inform the participant how to make a complaint and treat them fairly and impartially if they make a complaint
• listen to the Participant’s feedback and resolve problems quickly
• give the Participant a minimum of 48 hours’ notice (where possible) if the Provider has to change a scheduled appointment to provide supports
• provide supports in a manner consistent with all relevant laws, including the National Disability Insurance Scheme Act and Rules, and the Australian Consumer Law
• keep accurate records on the supports provided to the Participant
• issue regular invoices for the provision of supports delivered to the Participant
• give the Participant the required notice if the Provider needs to end the Service Agreement (see Ending this Service Agreement below)
• continually inform the Participant of possible risks and benefits associated with achieving their goals
• investigate any incidents that occur and follow NDIS (Incident Management and Reportable Incidents) Rules 2018. This includes including involving the Participant in the investigation and determining actions / outcomes. A copy of Inclusion Rehab and Disability’s Incident Management Policy can be provided if requested)

Conflicts of Interest

We are committed to ensuring your needs are not conflicted by the needs and goals of our organisation or an individual working at Inclusion Rehab and Disability.

You will be provided with appropriate services to assist you to meet your goals.
You will be provided with appropriate information to make informed choices including information about other service providers.
You will be informed about any financial gain or advantage Inclusion Rehab and Disability, or anyone associated with Inclusion Rehab and Disability, would personally make by us using a particular service or supplier.

Managing Conflict

Our vision, mission and values reflect and support the NDIS overriding philosophy of participants being able to choose to pursue their own goals and to build their capacity to lead a meaningful life. Hence, the director acknowledges and is committed to acting in the best interests of our participants, ensuring they are informed, empowered and able to maximise choice and control.

We will not (by act or omission) constrain, influence or direct decision making by you or your family so as to limit your access to information, opportunities and choice and control. In particular, we will:

1. enable you to make informed choices
2. ensure it does not direct or influence your choices
3. ensure advice to you about support options (including those not delivered directly by us) is transparent and promotes choice and control
4. manage, document and report on individual conflicts as they arise
5. put your interests first
6. ensure our organisational or ethical values do not impede your right to choice and control
7. ensure you are treated equally, and that no participant is given preferential treatment above another in the receipt or provision of supports
8. maintain a Disclosure of Interests Register of all employees and directors

As we offer both Specialised Support Coordination and Therapeutic Supports:

We will always identify to you that we offer a range of supports and services however:

1. You always have the choice to determine which services they you use e.g. if you
   choose to use our Support Coordination service you do not need to use our
   Rehabilitation Counselling Service or any other service or support.
2. You will be informed of alternative service providers and how to contact them in a transparent manner.
3. We will provide you with a range of quotes from suitable providers.

The Participant / Participant’s representative agrees to:

• be involved in the development of your Schedule of Supports, informing the Provider how you wish your Services/ Supports to be delivered
• provide accurate information and keep your provider informed of changes to your personal information
• inform your Provider if you are receiving other services or supports
• use equipment safely – in the manner in which you have practiced with your Provider
• ensure there are appropriate funds available for claiming services that have been booked and provided. If your Provider is unable to make a claim to NDIA for the provision of a service due to insufficient funds you are responsible for payment
• treat the Provider with courtesy, respect and dignity
• provide a safe and smoke-free environment for the Provider to work in if seen in the community
• talk to the Provider if you have any concerns about the supports being provided
• give the Provider a minimum of two full business days notice if you cannot make a scheduled appointment; and if the notice is not provided by then, the Provider’s Cancellation Policy will apply (see below)
• give the Provider the required notice if you need to end the Service Agreement (see Ending this Service Agreement below)
• let the Provider know immediately if your NDIS plan is suspended or replaced by a new NDIS plan or you stop being a Participant in the NDIS
• give the Provider feedback or lodge a complaint if you are dissatisfied with the service or the way it is delivered (See Complaint Policy below)
• discuss your concerns with possible risks associated with achieving your Support Plan
• request a copy of any of our Policies if further information is required.

Costs

The cost of our services are in line with the NDIS Pricing Arrangements and Price Limits 2025-2026 and the NDIS Support Catalogue 2025-2026.

Our hourly rate for Specialised Support Coordination services (07_004_0132_8_3) is $190.54

Provider Travel (07_004_0132_8_3)- $95 per hour

Provider Travel- Non-Labour Costs (07_799_0132_8_3 )- $0.99 per kilometre

Our hourly rate for Employment Related Assessment, Counselling and Advice-Rehabilitation Counsellor (10_620_0128_5_3) is $193.99

Provider Travel (10_620_0128_5_3)- $97 per hour

Provider Travel- Non-Labour Costs (10_799_0128_5_3)- $0.99 per kilometre

Our hourly rate for Assessment, Recommendation, Therapy or Training- Rehabilitation Counsellor (15_620_0128_1_3) is $193.99

Provider Travel (15_620_0128_1_3)- $97 per hour

Provider Travel- Non-Labour Costs (15_799_0128_1_3)- $0.99 per kilometre

We bill for all services including travel, report writing, research, indirect participant related tasks and direct work, including phone calls and emails to and from stakeholders.

Payments

The Provider will seek payment for their provision of supports after delivering the service.

Schedule of Supports

Each Participant will develop a Vocational Rehabilitation Plan with their Rehabilitation Counsellor outlining their goals, the services to be delivered to achieve the goals, frequency of recommended sessions and a review date. This plan will be developed in consultation with the Participant and pertinent others who may include: guardian, family member, appointed decision maker, advocate and Provider.

Cancellation Policy

At Inclusion Rehab and Disability we have adopted the NDIS cancellation policy which can be found on page 12 of the NDIA Pricing Arrangements and Price Limits 2025-2026. We require you to be at the agreed place of your appointment within a reasonable time or provide 2 clear business days’ notice for a cancellation otherwise 90% of your fee will be charged.

Ending this Service Agreement

The Participant’s NDIS plan is expected to remain in effect during the period the supports are provided; and the Participant / Participant’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.

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.

Making a Complaint or Giving Feedback

If the Participant wishes to give the Provider feedback or wishes to make a complaint, the Participant, their advocate or trusted decision maker (see Rights and Responsibilities above) can:

• Discuss your issue / complaint with your AHP
• Contact the Provider
  o via phone to Director Danielle McGlone on 0431 447 504
  o via email at info@inclusionrehab.com.au
  o via our website, www.inclusionrehab.com.au
• Contact the NDIS Quality and Safeguards Commission
  o via phone 1800 035 544
  o by filling in an online complaint form https://forms.business.gov.au/smartforms/servlet/SmartForm.html?formCode=PRD00-OCF

For further information on making a complaint, ask to see our Feedback and Complaints Management Policy or look at the NDIS Commission’s Fact Sheet on How to Make a Complaint

Privacy and Information Policy

At Inclusion Rehab and Disability we strive to maintain your privacy and comply with the Privacy Act 1988 and the Privacy Amendment Act 2012 to protect the privacy of individuals'; personal information.

Please ask for a copy of Inclusion Rehab and Disability’s Privacy and Information Policy for more information.

Inclusion Rehab and Disability looks forward to working with you and assisting you to achieve your goals.

Emergency and Disaster Management Policy

At Inclusion Rehab and Disability we abide by the NDIS practice standards for emergency and disaster management and have systems in place in the event that emergency and disaster management is required.

Please ask for a copy of Inclusion Rehab and Disability’s Emergency and Disaster Management Policy for more information.

Inclusion Rehab and Disability looks forward to working with you and assisting you to achieve your goals.

NB: if limited consent add to Support Plan as a Risk to be Managed