Link to download Service Agreement: You will need to login to Made To Help to access this file. 

 

Service Agreement Template

 

Participant Onboarding Documents: 

As part of our compliance with the NDIS Practice Standards, you can access our Participant Onboarding Forms here:

https://madetohelp.com.au/jotform/participantonboardingforms

 

 

 

Made To Help Pty Ltd Service Agreement  

This Agreement is made according to the rules and the goals of the National Disability Insurance Scheme (NDIS). The participant and the service agree that this Agreement is in line with the main ideas of the NDIS. These ideas include things like having more choices and control, achieving your goals, and taking part in the community.  
This Service agreement is for (participant): 

a participant in the National Disability Insurance Scheme, and is made between Participant: or Participant’s representative and Provider: Made To Help Pty Ltd

and apply for the period the support is funded under the Client’s current NDIS plan

This service agreement is made for the purpose of providing support under the participant’s NDIS plan. The parties agreed that this service agreement is made in the context of the NDIS, which is a scheme that aims to:  
▪ support the independence and social and economic participant with people with disability, and  
▪ enable people with a disability to exercise choice and control in the pursuit of their goals and the planning and the delivery of their funded supports.  
This agreement is a collaborative agreement to assist you with the support you require to achieve your goals, as set out in your plan.  
Made To Help will, as a provider and not as an employee, provide the services described in the Table of Services at the end of this agreement.  
The prices for the services are also described in the Table of Services at the end of this agreement as per NDIS Price Guide.  

Responsibilities of the Service Provider

The Service Provider will:

●     Once agreed, provide support as above that meets the participant’s needs at the participant’s preferred times.

●     Work with the participant to provide services that meet the participant’s needs to communicate openly and honestly in a timely manner.

●     Treat the Client with courtesy and respect.

●     Consult with the participant if decisions need to be made about how the services are provided.

●     Apply any arrangements agreed with the participant and described in the Table of Services at the end of this agreement to help the Client carry out their responsibilities.

●     Listen to the participant’s feedback and resolve problems quickly.

●     Protect the participant’s privacy and confidential information.

●     Have insurance (workers' compensation and public liability) that covers the way services are provided.

●     Keep clear records about the services provided to the participants.

●     Issue regular invoices that explain what services have been provided, their cost and when payment is due.

●     Let the participant know if any contact details set out in this agreement change and review the service with the Client every 3 months when necessary.

●     Give the participant information about managing any complaints or disagreements and details of the provider’s cancellation policy (if relevant).

●     Listen to the participant’s feedback and resolve problems quickly.

●     Give the participant a minimum of 24 hours’ notice if the provider must change the scheduled appointment to provide support.

●     Give the participant the required notice if the provider needs to end the Service Agreement (see ‘Ending this Service Agreement’ below for more information).

●     Provide support in a manner consistent with all relevant laws, including the National Disability Insurance Scheme Act 2013 and rules, and the Australian Consumer Law; keep accurate records on the supports provided to the participant.

●     Issue regular invoices and statements of the support or services delivered to the participant as per the Terms of Business for Registered Providers.

●     No GST to be charged on services. 

Responsibilities of the participant/participant’s representative

The participant/participant’s representative agrees to:

●     Inform the provider about how they wish for the therapy services to be delivered to meet the participant’s needs.

●     Pay the invoices issued by the Service Provider in connection with the services provided.

●     Work with the Service Provider to ensure that the services provided meet the Client’s needs.

●     Treat the Service Provider with courtesy and respect.

●     Talk to the Service Provider about any problems with the services being provided so they can improve them.

●     Do not ask staff to act in illegal or unethical ways.

●     Tell the Service Provider if there is a change to the NDIS plan that is the basis for this agreement.

●     Let the Service Provider know if any contact details set out in this agreement change and address all grievances or concerns to the service provider.

●     Not ask staff for their personal phone numbers or to have contact with them outside of designated service times.

●     Give the Service Provider the notice required (see below) to end this agreement.

●     Give the provider a minimum of 24 hours’ notice if the participant cannot make a scheduled appointment; and if the notice is not provided by then, the provider’s cancellation policy will apply

●     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

●     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.

Access to Support

a)       Access to support required by the participant will not be withdrawn or denied solely based on a dignity of risk choice that has been made by the participant. Each participant is asked to understand under what circumstances of support can be withdrawn.

b)      Reasonable adjustments to the support delivery environment are made and monitored to ensure it is fit for purpose, and each participant’s health, privacy, dignity, quality of life and independence is supported.

c)       Information is communicated to each participant using the language, mode of communication, and terms that the participant is most likely to understand.

d)      Your Support Coordinator will discuss with you the option of having back up workers. NDIS takes the stance in order for care to continue; they highly recommend more than one worker in place. Your Support Coordinator will hold discussions with you around ‘secondary workers’ and the status of this will be recorded in your client file.

Circumstances for Support Withdrawal

Supports may be withdrawn from a participant under the following circumstances:

1.    Threats to Staff Safety: If a participant poses a direct threat to the safety of staff, including threats of physical harm or death, Made To Help Pty Ltd will assess the situation and may temporarily or permanently withdraw supports to ensure the safety of staff members.

2.    Physical or Sexual Assault on Staff: If a participant physically or sexually assaults a staff member, immediate action will be taken to protect the staff member's safety and well-being. Support withdrawal may be considered depending on the severity of the incident and the participant's behavior.

3.    Verbal Abuse of Staff: If a participant engages in ongoing and severe verbal abuse, harassment, or threats towards staff members that create an unsafe or hostile work environment, support may be withdrawn after careful evaluation.

4.    Failure to Meet Participant Needs: If a participant's needs are consistently not being met due to factors such as non-compliance, refusal of services, or inappropriate behavior that impedes the effectiveness of support, a reassessment of the support plan may lead to support withdrawal.

5.    4. Procedure:

a.     Any situation that may warrant support withdrawal will be reported to the appropriate supervisor or management immediately.

b.    A thorough assessment will be conducted to evaluate the severity of the circumstances and the impact on staff and participant safety.

c.     In cases involving threats, assaults, or abuse, immediate actions will be taken to ensure the safety of staff, including involving law enforcement if necessary.

d.    Support withdrawal decisions will be made on a case-by-case basis, taking into consideration the best interests of all parties involved.

e.    If support is withdrawn, participants and their representatives will be informed in a clear and sensitive manner, outlining the reasons for the decision.

f.      Response First Support will collaborate with relevant agencies or authorities, if applicable, to ensure a coordinated approach during support withdrawal.

6.    5. Participant's Rights: Throughout the process, participants' rights will be respected, and they will have the opportunity to provide input, appeal the decision, or seek mediation if desired.

7.    6. Documentation: All incidents, assessments, decisions, and communication related to support withdrawal will be documented accurately and maintained as part of the participant's records.

8.    7. Review: This policy will be reviewed periodically to ensure its relevance and effectiveness in addressing challenging situations and promoting the safety of both participants and staff.

Payments

Made To Help Pty Ltd will seek payment for their provision of support services in the following manner after the participant / participant’s representative confirms satisfactory delivery.

The participant has chosen to self-manage the funding for NDIS services provided under this Service Agreement. After providing those services, the provider will generate an invoice on conclusion of service provision for the participant to pay. The participant can elect to pay the invoice by cash / cheque / EFT at the time of consultation.

[OR]

The participant’s Nominee manages the funding for services provided under this Service Agreement. After providing those services, the provider will send the participant’s Nominee an invoice for those services for the participant’s Nominee to pay. The participant’s Nominee will pay the invoice by cash / cheque / EFT within 7 days.

[OR]

The participant has nominated NDIA to manage the funding for services provided under this Service Agreement. After providing those services, the provider will claim payment for those supports from the NDIA.

[OR]

The participant has nominated the Plan Management Provider

to manage the funding for NDIS services provided under this Service Agreement. After providing those supports, the provider will claim payment for those services

Changes to this Service Agreement

If changes to the treatment or their delivery are required, the parties agree to discuss and review this Service Agreement. The parties agree that any changes to this Service Agreement should be written, signed, and dated by the parties.

Ending this Service Agreement

Should either party wish to end this Service Agreement, they must give 1 months’ notice. If either party seriously breaches this Service Agreement, the requirement of notice will be waived.

Feedback/Complaints/Disputes

If you wish to provide feedback or make a complaint, please contact our Client Service Director on 0499499103 or email: milan@madetohelp.com.au or mail to

 

39 Snaefell Crescent, Gladstone Park 3034

 

You may wish to include,

●     the date and time the incident(s) occurred

●     an outline of the issues involved, and

●     whether the complaint relates to Made To Help Pty Ltd. 

 

Made To Help is committed to resolving complaints fairly, equitably and as quickly as possible. The complaint can be made face to face, by phone, letter or email. The complaint will remain confidential, and information will only be available to those who are involved in resolving the complaint. Complainants will not be disadvantaged or be prevented from continuing to receive support because of making a complaint.

The Complainant may at any point in the complaints process, contact the following

•       Client Service Director

•       National Disability Insurance Agency

•       An external support agency

Example of how we resolve complaint

Marie complained that she had had two new support workers in one week who did not understand her support needs. We facilitated a resolution meeting where Marie met with our director and discussed her concerns. It was agreed that in future, Marie would be introduced to all new support workers before they started a shift, to discuss her support needs. Marie was happy with this arrangement.

Your Contact Details

The participant/the participant’s representative or nominee can be contacted on:

The service provider can be contacted on:

Contact name: Lesley-Anne Adamson

Mobile number: 0412 491 254

Email: Lesleyanne@madetohelp.com.au

Postal address: 39 Snaefell Crecent, Gladstone Park, VIC, 3043

Fees for Supports

MADE TO HELP will charge for the services as set out in the Schedule, based on the NDIS Price Guide rate applicable to the date on which the service is provided. Travel provisions to provide personal care, community access, therapeutic or behavior supports will be claimed as set out in the relevant NDIS Price Guide.

Additional Charges

Additional charges not included as part of the Participant’s NDIS Plan will be payable by and invoiced directly to the Participant.

Travel Costs

Travel and kilometre costs
Where face-to-face support coordination is provided, Made to Help may charge the participant for reasonable non-labour travel costs directly related to delivery of the service. Kilometres are charged at the current NDIS rate. Chargeable kilometres are calculated using the actual distance travelled from the staff member’s approved home office or prior work location to the participant, and from the participant to the next approved work location or home office, as applicable. Travel is charged only for kilometres reasonably attributable to the participant. If travel relates to more than one participant, costs will be apportioned fairly. No hourly support coordination fee is charged for travel time.

Personal Expenses

Made To Help Pty Ltd will not be involved in the personal expenses or costs of Participants that are incurred for elected activities (for example but not limited to -meals, movie tickets, entrance fees). These are the responsibility of the Participant to purchase at their discretion.

Emergency and Disaster Planning

Under the NDIS Practice Standards for Emergency and Disaster Management, Made To Help provides ongoing support to participants during emergencies and disasters. A personalised Emergency Plan is developed for each participant, either prior to or during an emergency. If the necessary support cannot be provided, the participant will be referred to as a suitable alternative service provider. A personal emergency can refer to a variety of urgent, unexpected situations that affect an individual's well-being or safety. 

Medical Emergency: This could involve a sudden health issue like a heart attack, stroke, severe allergic reaction, or any other condition requiring immediate medical attention.

1.            Home Emergency: Examples include situations like a house fire, gas leak, major plumbing issues, or any other incident that makes the home environment unsafe.

2.            Personal Safety Threat: This involves situations where an individual's personal safety is at risk, such as experiencing a physical assault, robbery, or being in the vicinity of a violent incident.

3.            Mental Health Crisis: This might include a severe episode of mental illness, such as extreme anxiety, panic attacks, or suicidal thoughts that require immediate intervention.

4.            Accidents: Accidents like car crashes, severe falls, or workplace injuries that require urgent medical care.

5.            Family Crisis: Examples include sudden death of a family member, domestic violence, or any other event that affects the family unit's stability and requires immediate attention.

Reassured, Made To Help will continue to provide support in the event of an emergency or disaster, for example bush fire, flood, and covid-19.

Your rights

You have the right to:

•               Choose who delivers your support and how they do this. You do not have to use just one provider for all your supports

•               not use a provider if you feel they may put their business interests ahead of your needs

•               know about any perceived or actual conflict of interest a provider might have

•               not feel pressured to buy services or supports you don’t want or need

•               Pay for support at a fair and reasonable rate. You should not be charged more than the amount listed in the NDIS price guide

•               Decide what personal information you give to a provider so that they can deliver support and services.

Service Bookings for NDIA or Plan Managed Participants

Made To Help will create Service Bookings for the provision of NDIA or Plan Managed supports. Made To Help is unable to provide support or reimburse providers for these Participants unless there is an active and sufficient service booking.

New NDIS Plans - Continuity of Supports

Due to Participants' new NDIS Plans not being available until the new plan start date and our requirements to prepare a new Schedule of Supports purchased under each new plan. Made To Help will continue to provide and claim/invoice for essential core supports based on your previous Schedule whilst the new Schedule is being prepared. Made To Help hereby notifies you that we will either;

a)  If NDIA Managed;

Create an interim service booking for your essential core supports and claim to the NDIS Portal; or

b)  If Plan Managed Externally; Invoice your Plan Manager; or

c)  If Plan Managed by Made To Help

Create an interim Plan Managed service booking and pay invoices received; or

d) If Self-Managed, Invoice you directly.

Plan Management: Payment of Service Providers

Made To Help does not recommend or endorse any service provider (either NDIS registered, or non-NDIS registered). Nomination of agencies for provision of services and payment from the Participant’s NDIA package is the sole responsibility of the Participant.

The Participant indemnifies Made To Help from all claims, suits and demands arising in any way from or relating to any fault or circumstances arising from the service or product purchased on the Participant’s behalf that results in injury or harm to the Participant. Made To Help is not responsible for the actions or omissions of any third party in relation to the delivery of these services or products.  

Information Collection and Release Authority

Made To Help respects and prioritises the privacy, security, and confidentiality of participant information. Before any sharing of your information occurs, whether with your support network or the court, we will always seek your consent. You have the option to provide consent in the following ways: verbally, via text message, or by signing a consent form to share information. However, there are instances where we may not require your consent to share information, such as with the court. Even in these cases, we will still inform you about the sharing of your information with the court.

Made To Help may be required to communicate participant specific information to the following individuals or organisations:

•       NDIA

•       Other Disability Service Provider(s)

•       Relevant Community Groups

•       Family members

•       General practitioner(s)

•       Specialist(s)

Consent:

I understand the purpose for disclosing my personal information to the person or organisation noted above. I understand that I can refuse to sign this form or later withdraw my consent, and I understand that refusal to sign or the withdrawal of consent could affect the ability of the requesting agency to provide services to me. Collection of this information complies with the National Disability Insurance Scheme Act 2013 and Privacy Act 1988. I understand a copy of this document should be provided to the person providing the consent.

I am aware that I may contact Made To Help with any concerns that I may have about the above or other service issues. I have understood this agreement along with the MADE TO HELP Service and Fee Guidelines.

Opt Out Options (please tick where applicable)

Participant transport as part of a community participation support

Providing community participation support may, at the request of a participant, involve a worker accompanying a participant on a community outing and/or transporting a participant from their home to the community. In these situations, the worker’s time can be claimed at the agreed hourly rate for the relevant support item for the total time the worker provides support to one or more participants, including time spent accompanying and/or transporting the participant. Where a provider is transporting two or more participants on the same trip, the worker’s time should be claimed at the appropriate group rate for the relevant support. This claim should be made using the relevant community participation support item and against the participant’s core budget. In essence, the participant of transport is a part of the community participation activity and should be billed accordingly.

Contribution towards costs of transport itself

If a provider incurs costs, in addition to the cost of a worker’s time, when accompanying and/or transporting participants in the community (such as cost of ticket for public transport, road tolls, parking fees and the running costs of the vehicle), they may negotiate with the participant for them to make a reasonable contribution towards these costs.

 

A participant support budget may include funding for transport, and this funding can be used for these types of contributions, which should be clearly specified in the service agreement. If the participant’s support budget does not include funding for transport, then these costs should not be met from the participant’s plan but can be charged as an out-of-pocket expense to the participant.

 

First Shift

Made To Help may charge up to 2 hours to the participant’s plan for the first shift with a new Support Worker, where the purpose of the shift is a meet and greet to ensure suitability, compatibility, and understanding of the participant’s needs.
 This charge is intended to cover the Support Worker’s time spent in introductions, familiarisation with the participant’s environment, and discussion of support preferences prior to the commencement of regular service delivery.
 The rate charged will be consistent with the agreed hourly rate for the relevant support item under the participant’s plan.

Cancellations

Where a provider has short notice of cancellation (or no show), they can recover 100% as per (COVID-19 CANCELLATION) of the fee associated with the activity, subject to the terms of the service agreement with the participant. Providers are only permitted to charge for a short notice of cancellation (or no show) if they have not found alternative billable work for the relevant worker and are required to pay the worker for the time that would have been spent providing the support.

A cancellation is a short notice cancellation if the participant:

•       does not show up for a scheduled support within a reasonable time, or is not present at the agreed place and within a reasonable time when the provider is travelling to deliver the support; or

•       has given less than 48 hours’ notice for a support

•       the minimum charge is 3 hours to a participant's plan, if a late cancellation occurs for any shift booked.

 

Claims for a short notice of cancellation will be limited to Three Hours from a participants plan via PACE portal.  Made To Help will pass on the late fee to Support Workers, for three hours of the agreed rate and required shift if the 48 hours, notice of cancelled shift is not met.

 

Example of Cancellation

(In this example, the support is 01_301_0104_1_1). A three-hour support is scheduled for 10 am on a Tuesday following a Public Holiday Monday.

The provider and participant have agreed an hourly rate, as outlined in NDIS price guide and have agreed that the provider can charge for short notice cancellations and no shows.

The participant cancels the support after 10 am on the preceding Thursday and the provider cannot find alternative billable work for the relevant worker and is required to pay the worker for the time that would have been spent providing the support, for a minimum of three hours of their booked time.

The provider’s claim for this support should be made at the agreed rate for the service and indicate that the support was cancelled at short notice, and only three hours will be charged to participants’ plan on one shift per day.

There is no limit on the number of short notice cancellations (or no shows) that a provider can claim in respect of a participant. However, providers have a duty of care to their participants and if a participant has an unusual number of cancellations, then the provider should seek to understand why they are occurring.

Client Goals (please list)

Plan Review

Made To Help will assist you with a Progress Report, which will be completed prior to your NDIS planning meeting. The Progress report will detail goals achieved or not achieved and will enable you to document your met and unmet needs. The progress report will also detail your budget spent to date. 

Schedule of Supports. Please Highlight Which Supports you want to receive in the table below;

Conflict of Interest Declaration: Support Coordination and Other Support

By affixing your signature to this document, you affirm that there exists no conflict of interest, whether perceived or actual, between yourself and Made To Help. Please write in CAPITALS your ANSWER either YES OR NO;

I hereby grant my consent by indicating YES or NO below:

I am fully aware that I have the option to communicate any concerns pertaining to the above matters or other service-related issues to Made To Help. I have comprehended the contents of this agreement, along with the MADE TO HELP Service and Fee Guidelines.

Informed Choice, Options and Decisions:

The NDIS Terms of Business, with which all registered providers must comply, state: 

“Registered providers must act in the best interests of participants, ensuring that participants are informed, empowered and able to maximise choice and control. A Registered Provider must not (by act or omission) constrain, influence or direct decision making by a person with a disability and/or their family to limit that person’s access to information, opportunities and choice and control.”

In practice, as Support Coordinators at Made To help we ensure that participants who signed up with Made To Help for coordination of support are given options to choose their core supports providers. Even though Made to Help provides core support, it does not mean participants should automatically have their core support provided by Made To Help without giving them options to consider other providers who also provide core support. Made To Help Support Coordinators will ensure participants are presented with options when comparing and selecting supports or providers.

We may verbally provide the bio or brochures of providers to help participants compare and select their preferred option. Each bio could include a wide range of criteria, ranging from the availability of easy read service agreements to the price per hour of service, experience of support workers, cultural preferences and wait time to access support etc. 

We understand that when a Support Coordinator is employed by an organisation that offers a range of NDIS funded services, they have a conflict of interest. That is why we ensure our participants are informed, empowered, and given options to maximise choice and control. Our job is to support participants to make choices about what is best for them,

I {participantnomineeName} have been informed and provided with a list of other providers including their service information to help me compare and select my preferred providers of core support. I have also been informed that I can use multiple providers for core support, and I can also choose to stay with Made To Help for coordination of Supports and not have to choose them for my core support.  

Signatures 

The parties have read, understood and agreed to the details, terms and conditions and fees within this Service Agreement.