NDIS Payment Policy Changes:

Providing high-quality and sustainable care has always been my priority. However, due to ongoing challenges within the NDIS system and my capacity limitations, I have had to revise my policies surrounding NDIS participants to sustain my business. Moving forward, all NDIS plan-managed participants will prepay for services and arrange for reimbursement, thus following the same procedures as self-managed participants and private-pay clients. This change ensures consistency across all clients and supports the sustainability of my practice. It also creates a streamlined, fair, and transparent process for everyone. This decision was not made lightly, and I deeply understand the potential impact it may have on some participants. However, it is a necessary step to address ongoing challenges and maintain the high standard

Why This Change Was Necessary:
Over time, I have encountered several challenges that have made the current system unsustainable, including:

• Administrative Strain: Tracking invoices, manually consolidating accounts, and following up on delayed or non-payments has become increasingly time-consuming, pushing me beyond my capacity and creating an unhealthy work/life balance.
• Unexpected Funding Shortfalls: There have been multiple instances where participant funding has run out unexpectedly, often without warning, leading to stress and confusion for everyone involved.
• Unethical Practices: I take ethical conduct very seriously and have a strong sense of justice and fairness. When compromised, through nonpayment or other behaviours, it risks causing both the participant and me harm.
• Systemic Limitations: Despite extensive documentation and complaints to the NDIS, the system lacks sufficient protections for service providers, leaving me with no viable option but to change my policies to allow for a more streamlined process that minimises unnecessary workload and stress.

This policy change is essential to reduce administrative burdens and ensure the long-term sustainability and reliability of my services.

How This Change Benefits You:

Although paying upfront and arranging reimbursement may seem inconvenient, it does have some long-term benefits for participants:

• Accurate Balance Tracking: Prepayment ensures your funding is consistently tracked, reducing the risk of overspending or unexpected funding shortfalls.
•  Improved Transparency: You’ll gain a clearer understanding of your funding usage, with fewer delays caused by third-party invoicing processes.
• Capacity Building: Managing reimbursements directly helps you build independence and gives you greater control over your funding. Many clients find building their functional capacity through self-management has improved their ability to budget and been empowering.

How the Process Works:

• Book Online: All sessions must be prepaid at the time of booking to confirm your appointment.
• Receipts for Reimbursement: After payment, a receipt will be provided, which can be submitted via the MyGov portal or forwarded to your plan manager/support coordinator for reimbursement. Please ensure the Authority to Exchange Information Form is signed to allow this.
• Reimbursement Timeframes: Claims submitted through the MyGov portal are typically processed within 24–48 hours after the initial set up while third party processing times may vary.
• Direct Support: If you are unfamiliar with the MyGov portal, I can guide you through the setup process to ensure everything runs smoothly. Many clients have found that submitting claims through MyGov allows them to get their reimbursement so quickly they are essentially able to “recycle” their initial payments, ensuring a seamless process for ongoing therapy.

Important Notes:
Please confirm with your Support Coordinator, LAC, or Plan Manager that your plan covers my services. My primary NDIS item code is NDIS 15_043_0128_1_3 (Capacity Building – Improved Daily Living), which includes counselling, non-face-to-face services, and cancellation/no show fees and NDIS report writing. They may be aware of other item codes and their expertise in understanding your NDIS Plan is irreplaceable.

Please book online to allow for the setup of your Halaxy account.

A Shared Goal
This change is not just about addressing administrative challenges—it is about ensuring the quality, sustainability, and availability of the services you rely on. By simplifying processes and avoiding unexpected funding shortfalls, this system helps create more accurate funding balances and a smoother overall experience.

My ultimate goal is to empower you to take greater control of your funding while maintaining the quality and reliability of the care you receive. These changes are designed to improve financial transparency, reduce administrative strain, and prevent recurring issues that affect both participants and providers.

Empathy and Support
I understand that this change may feel overwhelming, particularly for those managing fixed or limited incomes. However, many of my clients, including those on the DSP, have expressed being thrilled at the quick turnaround times. This system allows them to recycle payments efficiently and track their funding balances more effectively.

As part of Capacity building, I am committed to supporting you through this transition. Whether it’s setting up the MyGov portal, tracking your funding, or ensuring reimbursements are processed smoothly, I will ensure this process is as simple and manageable as possible.

Participant Acknowledgment and Declaration: Acknowledgment of Terms and Responsibilities:

• I confirm that I have read, understood, and agree to the Payment Policy and NDIS Payment Policy provided by Safe & Sound Counselling.
• I acknowledge my responsibility to manage my NDIS funding and ensure timely payment for services.
• I understand that I am responsible for tracking my funding and notifying Safe & Sound Counselling if my funding is running low.
• I acknowledge that I remain personally responsible for all payments, including in cases where funding is unavailable or exhausted.

Consent to Payment and Terms:
I authorise Safe & Sound Counselling to process payments as outlined in the policies, including prepayments, and to provide invoices for reimbursement as needed.

Privacy Consent:
I consent to my personal and funding information being securely stored and used for invoicing and service provision purposes, in compliance with the Privacy Act 1988 (Cth).