The Parties or their representatives agree:
That ISM will make all relevant service bookings using the My Place Provider Portal in accordance with a suitable and approved NDIS Plan and the Service
ISM's Online Product Procurement Service
- Do you have a hobby, a passion, a goal you want to work towards, and you need a product from an online retailer?
- ISM can purchase low-cost, low-risk Assistive Technology from popular online retailer such as eBay:
- ISM is able to procure any disability and goal related product from online retailers. This includes:
- Assisting you to find appropriate products to achieve your goal,
- Organising the delivery of products purchased to your address,
- Completing the online purchase via VISA, Bank Deposit, BPAY or similar,
- Using your NDIS Consumables Budget.
- Ask yourself the following questions when you find a product you want to purchase:
- Is it related to my disability?
- Is it going to help me achieve my goals?
- If you answered yes to both of these questions, it is like ISM can purchase whatever product it is you are looking for using your NDIS funding!
- Product Procurement is paid from the CB Daily Activities budget (15_035_0106_1_3).
The Parties agree:
- To treat one another with courtesy and respect;
- To engage in open and honest communications with to:
- identify and resolve any concerns in timely manner;
- ensure mutual understanding of how supports wish to be delivered to meet needs;
- To consult on decisions about how supports are provided;
- That all supports will only be provided in a manner consistent with all relevant laws, including the National Disability Insurance Scheme Act 2013 and rules, and he Australian Consumer
- That all records will be handled in accordance with relevant privacy legislation
e.g. Privacy Act 1988 (Cth); and
- ISM is to explain the Service Agreement and applicable policies to the Participant/Participant
Late, No Show, and Cancellations (Non-Attendance) if applicable
- If the participant arrives within 15 minutes of appointment time they will be seen, and the appointment time reduced accordingly.
- If the participant arrives 15 minutes after the scheduled appointment time the staff member will discern an appropriate action, and has the right to reschedule if the staff member has legitimate reason to do so; otherwise the client can still be seen for the remainder of scheduled appointment time. The participant will only be charged for provision of services provided or may be charged a non-attendance fee (90% of a normal hourly cost) at the staff members discretion*.
- If the participant/nominated party does not arrive to a scheduled appointment, a $(90%)/hour attendance fee will be charged.
- Independent Support Management reserves the right to charge a $(90%)/hour if cancellation occurs within 48 hours of the scheduled appointment.
Pricing, Payments and Goods and Service Tax
The Parties or their representatives agree:
- That ISM will seek payment for services provided at the conclusion of a service event;
- That ISM will issue an invoice to either the Participant/Participant Representative/National Disability Insurance Agency/Plan Manager to claim payment;
- All invoices must be issued in accordance with the National Disability Insurance Scheme Pricing Guide for Queensland and where applicable includes Goods and Service Tax; and
- Where ISM must travel to deliver a support event that is less than four hours in duration, the first twenty minutes of the first hour is claimable as travel – if applicable.
Review, Changes or ending of Service Agreement
The Parties or their representatives agree:
- Review the provision of supports at least every 12 months, or earlier as required, with the Participant/Participant's Representative;
- Once agreed, provide supports that meet the participant's needs at the participant's preferred times;
- To provide the Service Provider/Participant with a minimum of 28 days written notice if the Service Agreement is to be ceased earlier than agreed; and
- To provide ISM with written advice is the Participant's plan is suspended or replaced by a new plan or the Participant becomes ineligible for the
Other conditions when service may be suspended or ceased:
- If either party breaches any of the above agreements or terms of the service agreement.
- If the participant exhausts funding from any NDIS funding category may impact ISM's ability to conduct regular service.
Disputes and Feedback
- The Parties or their representatives agree:
- To provide the other party with an opportunity to address any disputes and/or feedback in the first instance;
- All disputes and feedback are to be provided in writing to ISM via planmanager@ndism.com.au; and
- Making a complaint to the NDIS / NDIS Commission
- You can also fill in a hard copy complaint form. Open the Word form available on this page. If the document opens in a 'View only' mode, you will have to 'Enable editing'. The document is a Read only document so you should save it to your computer before filling it in.
Complaint form (DOCX 1.4MB)
Complaint form (PDF 576KB)
- To fill in the form, simply click or place the cursor in the grey fields after each heading and start typing. Move from one field to the next using your mouse or tab key. Below are the headings contained in the form; you can copy these into your own document if you prefer.
When you have filled out the complaints form:
Email your form to: feedback@ndis.gov.au
Post your form to: National Disability Insurance Agency, GPO Box 700, Canberra ACT 2601
Drop your form off at any National Disability Insurance Scheme office
A complaint can be made to the NDIS Commission by:
Phoning: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.
National Relay Service and ask for 1800 035 544.
Completing a complaint contact form.