Table of contents

• Privacy and confidentiality                                                                  
• Responsibilities of Provider                                                                
• Responsibilities of Participant/Participant's Representative      
• Schedule of Supports                                                                         
• Cancellations                                                                                  
• Additional Fee/Charges                                                                    
• Administrative Fees and Charges                                                      
• Overdue Accounts                                                                            
• Expiration of Support Funding                                                           
• Goods and services tax (GST)                                                            
• Payments                                                                                              
• Changes to support in this Service Agreement                               
• Termination Policy                                                                                
• Emergency and Disaster Management                                             
• Feedback, complaints and disputes                                                 
• Contact details                                                                                     
• Agreement signatures                                                                         

NOTE: A Service Agreement can be made between a Participant and a Provider or a Participant's representative and a Provider. A Participant's representative is someone close to the Participant, such as a family member or friend or someone who manages the funding for supports under a Participant's NDIS plan/fee for service.

This Service Agreement is for Blank, a participant in the National Disability Insurance Scheme and is made between:

Provider details Provider- Rustam Pty. Ltd. NDIS Registration number: 4-K3B6T7X

 

This Service Agreement is made for the purpose of providing supports under the Participant's National Disability Insurance Scheme (NDIS) plan.

The Parties agree 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 participation of people with disability; and Enable people with a disability to exercise choice and control in the pursuit of their goals and the planning and delivery of their supports.

Privacy and confidentiality

Rustam Pty Ltd will need to collect personal information about you which will assist us to give you the best care possible. This information will be stored in your personal record and will remain confidential as far as is legally permissible. Rustam Pty Ltd will write to advise you if your personal information becomes compromised.

Rustam Pty Ltd complies with State / Territory and Commonwealth legislation regarding: Collection, use and disclosure of your personal information Your rights to access your personal information Your right to withdraw consent to the release of personal information at anytime You are entitled to request access to your information, ask for information and ask for amendments to be made to information that may be incorrect or out of date. There may be occasions when it is beneficial to you if we are able to inform family, doctors, hospital staff,support coordinator, school and other service providers in regards to your health and services being delivered.

Responsibilities of the Provider

review the schedule of supports outlined in the service agreement at least every 12 weeks provide supports to meet the participants needs at a time that is agreed upon by both parties communicate openly and honestly in a timely manner treat the Participant with courtesy and respect give the Participant information about managing any complaints or disagreements and details of the provider's cancellation policy (refer to below) listen to the Participant's feedback and resolve problems quickly give the Participant notice before 3pm the day prior to support if the Provider has to change a schedule appointment to provide supports give the Participant 4 weeks notice if the Provider needs to end the Service Agreement (see 'Termination Policy' on page 7) protect the Participant's privacy and confidential information provide supports 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, and issue regular invoices and statements of the supports delivered to the Participant.

Responsibilities of Participant/Participant's Representative

The Participant / Participant's representative agrees to:

Inform the Provider about how they wish the supports to be delivered to meet the Participant's needs treat the Provider with courtesy and respect talk to the Provider if the Participant has any concerns about the supports being provided notify the provider before 3pm the day prior to support 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 'Termination Policy' 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 pay invoices issued by the provider on a timely basis.

Schedule of supports

The supports and their prices are set out in the attached Schedule of Supports. All prices are GST inclusive (if applicable) and include the cost of providing the supports.

Cancellations

As per the NDIS Pricing Arrangements and Price Limits, Rustam Pty Ltd will charge 100% of the agreed fee associated with the activity from your plan where you have provided a short notice cancellation (or a no show

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 seven (7) clear days' notice for a support Where a participant will not be available to receive support for a period of more than 5 days (e.g. supported holiday, family holiday) Rustam Pty Ltd requests that a minimum of 4 week's notification is provided. Failure to notify Rustam Pty Ltd of an extended absence will result in Rustam Pty Ltd making claims for payment of schedule of scheduled supports to meet industrial relations obligations to staff.

Additional Fees/ Charges

If services provided by Rustam Pty Ltd at the request of the Participant/Participant's representative exceed the allocated NDIS funding, it is the Participant/Participant's representative's responsibility to pay the outstanding balance in accordance with the specified NDIS fee structure.

Administrative Fees and Charges

Additional expenses not specified in the Schedule of Supports are the responsibility of the Participant/ Participant's representative and will be charged directly to the Participant/Participant's representative. For example entry fees, event tickets, meals and accommodation for both you and your support worker. Transport in a provider's vehicle will be charge at a rate of $1 per kilometre (+GST) as well as any parking

For services provided as fee for service, Rustam Pty Ltd may alter the private fees and charges in line with the financial year, and will provide customers with four (4) week's notice prior to implementing any revised rates.

Administrative Fees and Charges

A minimum of 4 hours will be charged on a initial commencement of a Service Agreement; for all required reporting, meetings, phone calls, client management, service management, NDIS reporting requirements, a dministrative management and any other administrative or reporting requirements.

This will be charged as 4 hours of support and is a once off payment requirement of a new service agreement.

Overdue Accounts

In the event payments for supports are not received within 14 days from the issue date of each invoice the payments will be considered overdue and supports for the Participant will not be provided until such time as t he account is sufficiently settled.

The provider has the right to have payment on all invoices issued (being current) to Participant/Participant's provider for invoices issued for supports provided.

The provider has the right of civil law and business law to recover debt against participant/participant provider for invoices issued for supports provided.

Expiration of support funding

In the event that the Participant's allocated support funds for any of the support items included in the Participant's plan are exhausted or expire prior to the Participant's schedule review with the NDIA, Rustam Pty Ltd will make contact with the Participant (or Participant's Representative if applicable) to identify and negotiate alternative arrangements for reimbursement of support costs incurred as part of the Participant's schedule of supports.

Goods and services tax (GST)

For the purposes of GST legislation, the Parties confirm that: A supply of supports under this Service Agreement is a supply of one or more of the reasonable and necessary supports specified in the statement included, under subsection 33(2) of the National Disability Insurance Scheme Act 2013 (NDIS Act), in the Participant's NDIS plan currently in effect under section 37 of the NDIS act; and 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.

The participant has nominated the Plan Management provider to manage the funding for NDIS support provided under this Service Agreement. After providing those supports, Rustam Pty Ltd will claim payment for those supports.

The provider will seek payment for their provision of supports after the participant or their representative confirms the delivery of supports. The participant has chosen to self-manage the funding for NDIS supports provided under this service agreement.

After providing those supports, Rustam Pty Ltd will send the participant an invoice for those supports for the participant to pay. The participant will pay the invoice by Cheque/Direct Deposit/Direct Debit/Credit Card within 7 days.

The participant has nominated the Plan Management provider to manage the funding for NDIS support provided under this Service Agreement. After providing those supports, Rustam Pty Ltd will claim payment for those supports.

The provider will seek payment for their provision of supports after the participant or their representative confirms the delivery of supports. The participant has chosen to self-manage the funding for NDIS supports provided under this service agreement.

After providing those supports, Rustam Pty Ltd will send the participant an invoice for those supports for the participant to pay. The participant will pay the invoice by Cheque/Direct Deposit/Direct Debit/Credit Card within 7 days.

The provider will seek payment for their provision of supports after the participant or their representative confirms the delivery of supports.

The participant has nominated the Plan Management provider to manage the funding for NDIS support provided under this Service Agreement.

After providing those supports, Rustam Pty Ltd will claim payment for those supports. A signed copy of the Service Agreement will be provided to the Plan Manager by Rustam Pty Ltd once parties have agreed to services.

The provider will seek payment for their provision of supports after the participant or their representative confirms the delivery of supports. The participant has chosen to pay for the supports provided under this service agreement.

After providing those supports, Rustam Pty Ltd will send the participant an invoice for those supports for the participant to pay. The participant will pay the invoice by Cheque/Direct Deposit/Direct Debit/ Credit card within 7 days.

Rustam Pty Ltd may increase NDIS price limits in line with the financial year and/or when an updated NDIS price guide is released from the NDIA. Rustam Pty Ltd will work with you to discuss these changes and work within the terms of the current NDIS package.

If changes to the supports or their delivery are required, the Parties agree to discuss and review the support. The Parties agree that any changes to this Service Agreement will be in writing, signed, and dated by the Parties.

 

Should either Party wish to end this Service Agreement they must give 4 weeks notice.

If either Party seriously breaches this Service Agreement the requirement of notice will be waived.

If Rustam Pty Ltd does not provide notice in the time specified, Rustam Pty Ltd will be responsible to provide missed/cancelled supports at no additional cost to the Participant at another time suitable to both parties.

Rustam Pty Ltd understand your safety is of paramount importance. Rustam Pty Ltd has established emergency and disaster plans for each of our services in the event of an emergency or disaster (examples such as fire, flood, or pandemic).

Where we deliver SIL services for our clients, we have site-based disaster contingency plans in place for extreme weather events. These site-based plans are supported by Personal Emergency Evacuation Plans where required, such as for clients using wheelchairs and other equipment.

Our COVID response unit oversees a range of other measures and procedures to manage COVID related risks and positive cases, including but not limited to training, PPE, hygiene, and infection controls.

We follow our hygiene, cleaning and infection control procedures when providing support. Additionally, if an emergency or disaster eventuates while delivering supports to a client our response may include contacting emergency services, providing first aid, enacting a personal evacuation plan or an individual client support plan as agreed to between you and Rustam Pty Ltd, and as relevant to the type of supports provided.

Please contact Rustam Pty Ltd on admin@rustam.com.au if you would like further details of our Emergency and Disaster Management Plans relating to your individual service

If the Participant wishes to give the Provider feedback, the Participant can contact Rustam Pty Ltd on (03) 6185 0388 and request to speak to a manager.

If the Participant is not happy with the provision of supports and wishes to make a complaint, the Participant can contact Rustam Pty Ltd on (03) 6185 0388 and request to speak to the service coordinator. 

If the complaint/dispute remains unresolved and is of a serious nature you may choose to write to the NDIS Quality and Safeguards Commission 1800 035 544 or www.ndiscommission.gov.au

The Provider can be contacted on:

P- 03 6185 0388

M- 0432 7777 776

E- admin@rustam.com.au

A- 435 Nepean Hwy, Frankston VIC 3199