1. Schedule of Supports
The provider agrees to provide:
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Assistance will be based on individual participant needs
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Hours and time of support will be decided as per participant and family suitability
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Training for staff to support the use of the equipment specific to the participant's needs
2. Rights and Responsibilities
Akadia Community Care has the responsibility to safeguard the physical, social, psychological and financial well-being all clients. We therefore reserve the right to make decisions, enforce consequences and withdraw services where other people's safety or rights are being compromised. Akadia Community Care works on the principle of mutual responsibility. Any reference to participant that involves communication and/or decision making also applies to the participant carer representative.
Provider Responsibilities
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Communicate openly and honestly in a timely manner
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Once agreed, provide supports that meet the participant’s needs at the participant’s preferred times and place
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Treat the participant with courtesy and respect
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Consult with the participant on decisions about how supports are provided
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Make available to the participant information about managing any complaints or disagreements and details of the provider’s cancellation policy
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Gather the participant’s feedback and resolve problems quickly
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Give the participant a minimum of 5 hours’ notice if the provider has to change a scheduled appointment to provide supports
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Give the participant the required notice if the provider needs to end the service agreement (see ‘ending this service agreement’ below for more information)
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Protect the participant’s privacy and confidential information in accordance with the Privacy act
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Provide supports in a manner consistent with all relevant laws, including the national disability insurance scheme act 2013 and rules 2018, and keep accurate records on the supports provided to the participant
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Issue regular invoices and statements of the supports delivered to the participant including substantive details of claims to the NDIS
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Identify and address real, perceived or potential conflict of interest situations
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Remove any waste generated by employees of Akadia Community Care during the delivery of support
Participant Rights
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Be safe and free from harm
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Respect in all communication and actions
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Receive timely, accurate and relevant information about the programs and services
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Confidentiality about personal details and information
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Provide feedback, raise issues or make a complaint without fear of retribution or being disadvantaged
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Fair, transparent processes including the right to respond to allegations
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To be involved in the planning and decision-making of the organisation
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Negotiate support persons or advocates of their own choosing
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Decline treatment or assessment where their decision-making capacity is not jeopardized
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Decline to be involved in research
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Raise concerns or issues about support and have these issues considered and responded to in a timely manner.
Participant’s Responsibilities
In alignment with the rights of clients, staff and the good of the organisation, participants have the following responsibilities:
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Communicate and interact respectfully with all other clients, staff and management of the organisation
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Follow the rules/guidelines of the service or program
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Provide accurate, truthful information to assist in determining eligibility, planning etc.
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Update the organisation about any changes to any relevant circumstances
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Refrain from any form of coercive or aggressive behaviour including shouting, verbal or physical abuse or threats. These behaviours will not be tolerated and can result in immediate withdrawal of services
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Utilize allocated resources responsibly and for the purposes they are provided
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Disclose any relevant information that will impact on service delivery, other clients or staff
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Give the provider a minimum of 48 hours’ notice if the participant cannot make a scheduled appointment; and if the notice is not provided by then, the provider’s cancellation policy may apply
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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
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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.
3. Price and Payment Information
The provider will raise invoices as the support is provided and seek payment for their provision of supports within 7 days.
Provider Travel
Time
Where a provider claims for travel time in respect of a support then the maximum amount of travel time that they can claim for the time spent travelling to each participant (for each eligible worker) is 30 minutes in MMM1-3 areas and 60 minutes in MMM4-5 areas. (Note the relevant MMM classification is the classification of the area where the participant is when the support is delivered.)
In addition to the above travel, capacity-building providers who are permitted to claim for provider travel in respect of a support item can also claim for the time spent travelling from the last participant to their usual place of work. The maximum amount of travel time that they can claim for the time spent on return travel (for each eligible worker) is 30 minutes in MMM1-3 areas and 60 minutes in MMM4-5 areas. (Note the relevant MMM classification is the classification of the area where the participant is when the support is delivered.)
Where a worker is travelling to provide services to more than one participant in a ‘region’ then the provider should apportion that travel time (including the return journey where applicable) between the participants, with the agreement of each participant in advance.
Distance
If a provider incurs costs, in addition to the cost of a worker’s time, when travelling to deliver Face-to-Face supports to a participant (such as road tolls, parking fees and the running costs of the vehicle), they may negotiate with the participant for them to make a reasonable contribution towards these costs. The NDIA considers that the following would be reasonable contributions:
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up to $0.85 a kilometre for a vehicle that is not modified for accessibility; and
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other forms of transport or associated costs up to the full amount, such as road tolls, parking, public transport fares.
4. Changes to this Service Agreement
If changes to the supports or their delivery are required, the parties agree to discuss and review this Service Agreement. The parties agree that any changes to this Service Agreement will be in writing, signed, and dated by the parties. Changes may take up to seven days to be implemented.
5. Ending this Service Agreement
Should either party wish to end this Service Agreement they must give 2 week’s notice.
6. Feedback, Complaints and Disputes
If the participant wishes to give the provider feedback or make a complaint, the participant can contact to the Managing Director of Akadia Community Care.
If the participant is not satisfied or does not want to talk to this person, the participant 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.
7. Cancellation
Participants must notify Akadia Community Care if they wish to cancel an appointment. If less than 48 hours’ notice is provided, Akadia Community Care will charge 90% of the quoted price of the service.
8. Privacy
Akadia Community Care collects and administers a range of personal information for the purposes of carrying out the services to enhance the lives of the community it serves. The organisation is committed to protecting the privacy of personal information it collects, holds and administers.