Abilia Australia Service Agreement MUST be completed prior to commencement of any Program/ Workshop/Sessions. The Service Agreement is made for purpose of providing support under the Participant's National Disability Insurance Scheme (NDIS) plan. The parties agree that this Service Agreements 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 or mental health exercise choice and control in the pursuit of their goals and the planning and delivery of their supports.
Abilia Australia wrote this service agreement. When you see the words ‘we’ or ‘us’, it means Abilia Australia.
We have written this service agreement in an easy to read way.
You can ask for help to read this service agreement. A friend, family member or support person may be able to help you.
What is a service agreement?
This service agreement is about the services and supports you will get from us. It explains the supports that we will give you. At the end of this document, there is a list of:
your supports
their prices
We call this your Schedule of Supports.
what you can expect from us
what we expect from you.
SCHEDULE OF SUPPORTS ABILIA AUSTRALIA
Schedule support is per quote provided by Abilia
RESPONSIBILITIES OF ABILIA AUSTRALIA (PROVIDER)
ABILIA AUSTRALIA agrees to:
- provide a service as stated (refer to website)
- keep accurate records on the service provided to the participant
- communicate openly and honestly
- listen to the participant's feedback
- give the Participant the requirement notice if the Provider needs to end the Service Agreement (see 'Ending this Service Agreement' below for more information)
- protect the participant the participant's privacy and confidential information
- provide support in manner consistent with all relevant laws, including, the National Disability Insurance Scheme Act 2013 and rules and the Australian Consumer Law
RESPONSIBILITIES OF THE PARTICIPANTS
The Participant agrees to:
- treat the Provider with courtesy and respect
- talk to the Provider regarding any concerns about the support being provided
- give the Provider the required notice if the Participant needs to end the Service Agreement (see 'Ending this Service Agreement' 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
- Price does not include personal expenses such as tickets, meals, souvenier and/or other personal expenses unless it's stated in the itinerary or program plan. These personal expenses are participant responsibilities.
PAYMENT
Abilia Australia will seek payment for the provision of services after they have been provided. Where the Participant has nominated a Plan Manager to manage the funding for the NDIS support, Abilia Australia will directly invoice for services provided. Where the Participant is Self Managed, Abilia Australia will directly invoice for services provided.
The fee for service will be as per NDIS Price Guide and Outlined in the Schedule of Support above.
Abilia Australia will seek payment for the provision of services if the participant:
- does not show up for scheduled support within a reasonable time, or is not present at the agreed place; or
- has given less than 7 clear business days' notice
Abilia Australia engages Debt Recovery Services for unpaid invoices as per NDIA direction. All fees and charges will be passed onto the participant accordingly.
If you manage your own funding, you need to:
have enough funding to pay for our service
We will send you invoices that tell you how much you need to pay
You will need to pay those invoices within 7 days, If you don’t, we might not be able to provide you with support
CHANGES TO THE SERVICE AGREEMENT
If changes to the supports are required, the parties agree to discuss and review the Service Agreement. The parties agree that any changes to this Service Agreement will be in writing, signed, and dated by the parties.
CANCELLATION
A short notice cancellation is now defined as: Has given less than seven (7) clear days’ notice for a support. A no-show is when: a participant does not attend or is not available for a scheduled service or; a participant is not in the agreed location at the agreed time for the service and; they do not notify the provider beforehand.
In order to avoid paying a cancellation fee, a Participants should do the following:
- Show up for the scheduled support at a reasonable time
- If the provider is travelling, the Participant should be at the agreed-upon destination within a reasonable time
- If a cancellation is required, the Participant should give the appropriate amount of notice outlined in the NDIS Pricing Arrangements and Price Limits
- If a Participant doesn’t meet the criteria above, the provider may claim for the cost of short notice cancellation.
In these situations, a provider may claim 100% of the agreed-upon fee.
ENDING THE SERVICE AGREEMENT
If the participant wishes to provide feedback, complaints, complaints or suggestions for improvements, they can contact Abilia Australia via email: care@abilia.com.au
If the participant is not satisfied with their response from Abilia Australia, the participant can contact the National Disability Insurance Scheme Agency by calling 1800 800 110 or by visiting their offices in person, or visit ndis.gov.au for further information.
AGREEMENT SIGNATURES
The participant agree to the Abilia Australia Terms set out above
