NDIS Service Agreement & Schedule of Support

Please read the following agreement carefully. This Service Agreement is made in accordance with the National Disability Insurance Scheme (NDIS) guidelines and outlines the expectations and responsibilities of both the participant and Freedom Independence Services.

SCOPE
This agreement is designed to support the independence, inclusion, and well-being of people with disability. Freedom Independence Services will provide reasonable and necessary supports, enabling participants to exercise choice and control in their goals and support planning. We are committed to delivering high-quality, innovative services and raising community awareness about disability inclusion.

CONTINUITY OF SUPPORTS
Freedom Independence Services will ensure continuous support for participants. In the event of staff absence, a qualified replacement will be arranged. Alternative arrangements will be discussed and agreed upon with the participant if unavoidable interruptions occur.

RESPONSIBILITIES
Provider Responsibilities
- Respect the participant’s legal and human rights, culture, diversity, values, and beliefs.
- Protect the participant’s privacy and dignity.
- Provide services as outlined in the Support Plan.
- Review supports regularly with the participant.
- Communicate openly and honestly.
- Consult with the participant or their representative about support delivery.
- Listen to feedback and resolve issues promptly.
- Provide information about managing incidents, complaints, or disagreements.
- Give notice if the provider needs to end the agreement.
- Keep clear records of services provided.
- Comply with all relevant laws and regulations.

Participant Responsibilities
- Inform the provider about preferred support delivery.
- Advise the provider of any changes to personal details.
- Treat the provider with courtesy and respect.
- Discuss any concerns about supports with the provider.
- Give notice if unable to attend scheduled appointments.
- Notify the provider if the NDIS plan changes or is suspended.

FEES AND CHARGES
All fees comply with the NDIS price guide and may change in accordance with updates. Participants will be notified in writing of any changes. Prices are GST inclusive and include the cost of providing support.

PAYMENT
Payment terms depend on the funding arrangement:
- Self-Managed: Participant pays invoices within 7 days.
- Nominee Managed: Nominee pays invoices within 7 days.
- NDIA Managed: Provider claims payment from NDIA.
- Plan Managed: Provider claims payment from the registered plan manager.

CANCELLATION
Short-notice cancellations (after 3 pm the day before service) may incur a charge of up to 90% of the agreed price. Cancellations can be made by email, text, or phone call.

PARTICIPANT’S CONSENT
Freedom Independence Services is committed to protecting participant information. Personal information is collected to provide quality services and support. Participants have the right to access their information and request corrections.

INCIDENTS
Freedom Independence Services ensures all participants are safeguarded. Incidents are acknowledged, reported, investigated, and managed according to policy.

FEEDBACK AND COMPLAINTS
Participants can raise complaints or concerns at any time. Formal investigations will be conducted as needed. Contact details for complaints are provided in the Welcome Pack and on our website.

ADVOCACY
Participants have access to advocacy services to protect their rights and interests. For more information, visit the National Disability Advocacy Program website.

2025 Freedom Independence Services. ABN 79 805 495 435