Forest Allied Health Service Agreement
Payment of supports
The provider will issue regular invoices / claims for payment of supports delivered to the Participant. Depending on how the participants plan is managed, the following will apply:
- NDIA or Plan Managed - the Provider will claim payment for supports provided, directly from the NDIA or the Plan Management agency. Payment will be required within 7 days of invoice issue.
- Self-Managed – the provider will issue an invoice to the Participant for payment. Payment will be required within 7 days of invoice issue.
- Regardless of the process for payment, no assessment or therapy reports will be released until payment is received. For plan and self-managed participants, if payment is not received within 7 days, no further services will be provided until payment is received.
- If changes to the supports or their delivery are required, Forest Allied Health and Participant/Participant’s representative agree to discuss and review this Service Agreement and agree that any changes to this Service Agreement will be in writing, signed, and dated by the parties
Responsibility of provider
- Consult Participant on decisions about how supports will be provided
- Communicate openly and honestly in a timely manner and treat Participant with courtesy and respect
- Listen to Participant’s feedback and resolve problems quickly
- Where possible provide Participant with a minimum of 48 hours’ notice if Forest Allied Health has to change a scheduled appointment to provide supports
- Give Participant a minimum of 14 days’ notice if Forest Allied Health needs to end the Service Agreement
- Protect Participant’s privacy and confidential information
- Provide Participant’s supports in a manner consistent will all relevant laws, including the National Disability Insurance Scheme Act 2013 and rules, and Australian consumer Law; keep accurate records on the supports provided to Participant and, issue regular invoices and statements of the supports delivered to Participant as per the Terms of Business for NDIS providers
Responsibility of participant /representative
- Inform Forest Allied Health about how Participant wishes supports to be delivered
- Treat our therapists with dignity and respect
- Talk to Forest Allied Health if Participant has any concerns about the supports being provided
- Give Forest Allied Health a minimum of 48 hours’ notice if Participant cannot make a scheduled appointment
- Give Forest Allied Health a minimum of 14 days’ notice if Participant needs to end this Service Agreement
- Advise the provider 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.
Cancellation policy
In the instance of short-notice cancellations for therapy services (48 hours before the appointment), a cancellation fee up to 90% of the agreed price for the cancelled appointment will be charged. Within the period of any Service Booking between a provider and participant, the total of cancelled appointments charged by the provider must not exceed six hours.
Feedback, complaints and disputes
If Participant/Participant’s representative wishes to give the Forest Allied Health feedback or make a complaint, they can talk to Ilona Cook on 0424243486 and/or email ilona@forestalliedhealth.com.au A copy of Forest Allied Health’s Feedback, Complaints and Disputes policy, as well as Incident Management Policy is available to review on request.
If Participant/Participant’s representative is not satisfied or does not want to talk to this person, they can contact the National Disability Insurance Agency by calling 1800 800 110, visiting one of their offices in person, or visiting ndis.gov.au for further information