Service Agreement for Plan Management Services

Introduction

This agreement is a contract between you and Oceania College Pty Ltd T/A Mapple Care and represents all terms and conditions, policies, rights and responsibilities associated with being a plan managed client (Client) at Mapple Care. Mapple Care is a registered provider of supports under the National Disability Insurance Scheme (NDIS). Mapple Care is a financial intermediary service that will help you manage your NDIS budget and its outcomes.

Starting and Ending this Agreement

This Service Agreement will operate for the duration of time Mapple Care provides plan management services to you, as the Client. This may include across multiple years, as well as after an NDIS Plan review, Plan renewal or Plan extension. The Service Agreement will only end where either the Client or Mapple Care provides the other party with 30 days’ notice in writing. This must be done either by email, or pre-paid post and sent to the nominated address. In the event of a serious breach of the Service Agreement by either party, the notice period of termination will be waived.

Our Responsibilities

We will:

• Allocate you a personal Client Care Manager who is always available to answer questions
• Process your service provider invoices so that they meet the NDIS guidelines and then claim to the NDIS for the funding to pay them
• Process your service providers' invoices ASAP so they get paid by NDIA within 14 days of us receiving the participant approved invoice.
• Process your reimbursement claims in timely manner.
• Track your expenditure against your NDIS Plan budget
• Reconcile your NDIS Plan balances
• Provide you with monthly statements of invoices paid and expenditure
• Assist you with purchases where appropriate
• Manage your provider’s service agreement funding
• Troubleshoot with your service providers in relation to any issues with invoices
• Check in with you regularly to see if you need any support
• Work closely with your support coordinator if you have one to help facilitate your plan goals
• Communicate openly and honestly in a timely manner
• Protect and maintain your privacy in accordance with our Privacy Policy
• Treat you, your family and friends and any nominated representatives with courtesy and respect
• Seek regular feedback in relation to your experience with us
• Reserve the right to raise any concerning conduct or behaviour with you or your representative and seek a satisfactory solution

Your Responsibilities

 As a plan managed Client or authorized representative, you:

• Declare that you are eligible, have the right, authority, and capacity to enter into this agreement
• Will provide accurate and relevant personal details necessary for the delivery of the Mapple Care plan management service (including your NDIS Plan details, date of birth and NDIS number)
• Advise Mapple Care immediately if your NDIS Plan is suspended or replaced by a new NDIS Plan, or if you stop being a participant in the NDIS.
• Will provide all information necessary to ensure your needs are understood, so the most effective service can be provided to you.
• Are responsible for any activity that occurs through your My Place account.
• Will not be discriminating, unlawful, rude, defamatory, harmful, threatening, indecent, harassing, abusive, aggressive, intimidating, or offensive.
• Will not participate in, encourage, or advocate an illegal activity or violate any law, statute, or regulation in your dealings with Mapple Care
• Must not attempt to restrict another user from using Mapple Care’ plan management services
• Must not encourage or facilitate violations of these Terms or any other Mapple Care terms or policies.
• Will not publicly act in any way to harm the reputation of Mapple Care or any associated or interested parties.

Mapple Care Fees for Services

Mapple Care will claim directly from the NDIA a setup fee, a monthly administration fee and a training fee if applicable, for the provision of support as agreed in Schedule of Supports - Improved Life Choices (Support Category 14) and at the price as defined at the time of service. Should the NDIA amend any rates associated with our services, Mapple Care will automatically update its fees in accordance with the NDIS Price Guide. No action will be required by you.

For the purposes of the GST Act, 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 NDIS Act. in your NDIS Plan currently in effect under section 37 of the NDIS Act. On this basis, the services provided by Mapple Care under this Service Agreement shall be deemed to be GST free.

GST may be payable on Other Support Services provided to the Customer by a service provider even if that provider is not a registered service provider with the NDIA. If so, the GST payable will be funded by the Customer’s Plan.

Service Agreement Changes

If any amendments to this Service Agreement are required, shall notify you in writing of the changes and these shall be considered accepted by you, unless you otherwise notify us in writing, within 7 calendar days.

Feedback, Complaints and Disputes

To provide feedback or make a complaint, you may contact us via the following methods: Call: 04 70 631 801

Email: shivani@mapplecare.com.au

We will investigate the complaint and provide you with an email response as soon as we can and normally within 7 days of you contacting us.

If a complaint is not resolved to your satisfaction, you may contact the NDIA on 1800 800 110 or visit one of their offices. Further information is also available at www.ndis.gov.au.

Participant Consent

Mapple Care Plan Managers collects your information for the primary purpose of providing quality supports and services to you, including some personal information to ensure our services meet your individual needs.

Mapple Care Plan Managers may disclose your information to other service providers or health professionals only with your consent.

Disclaimer

•        Any advice provided by Mapple Care outside of the scope of services set out in this Service Agreement shall be considered general in nature.

•        Mapple Care shall not be liable for any failure of, or delay in the performance of this Service Agreement for the period that such failure or delay is beyond the reasonable control of a party; materially affects Mapple Care’s performance of any of its obligations under this Service Agreement; and could not reasonably have been foreseen or provided for (such as government acts prohibiting or impending any party from performing its respective obligations under the Service Agreement).

•        Nothing in the Mapple Care Plan Managers service agreement negates or diminishes the statutory guarantees regarding the supply of services the Participant/nominated representative receives under Australian Consumer Law (Competition and Consumer Act 2010 - Schedule2)

•        Mapple Care takes in good faith the information provided by the Participant/nominated representative to be true and accurate, and that any claims presented to Mapple Care are a true reflection of goods and services provided to the Participant in line with the NDIS guidelines (National Disability Insurance Scheme Act 2013)