SCOPE
This Service Agreement is made against the National Disability Insurance Scheme (NDIS) rules and goals. This Service Agreement has been developed to ensure that the participant and provider have an agreed expectation of the supports in line with the NDIS Plan to:
· Support the independence and social and economic participation of people with disability.
· Provide reasonable and necessary supports, including early intervention supports, for participants in the Scheme launch.
· Enable people with a disability to exercise choice and control in the pursuit of their goals and the planning and delivery of their supports.
· Facilitate the development of a nationally consistent approach to the access to, and the planning and funding of, support for people with disability.
· Promote the provision of high-quality and innovative supports to people with disability.
· Raise community awareness of the issues that affect the social and economic participation of people with disability and helps with greater community inclusion of people with disability.

Service and Support Schedule
Agreed services and support between the Participant and the Provider is documented in the Support Plan document.

Continuity of Supports
Participant needs, support requirements, strengths, goals, culture, diversity, values and beliefs specified by the participant including the inputs from their family/support network are identified during the initial assessment process and documented in the Initial Assessment.
Participant’s preferences such as the same language, same culture or specific criteria will be considered, where possible.
Amayah Care is committed to the continuous support for the Participant, and in the event of worker absence or vacancy, a suitably qualified and experienced person will perform the role.
An alternative arrangement will be set with the participant approval, in case of unavoidable interruptions.

Change
If changes to the supports or delivery services are required, the Parties agree to discuss and review this Service Agreement. If applicable, changes in this Service Agreement will be in writing, signed and dated by both Parties.

Withdrawn
This Service Agreement can be withdrawn at any time with 4 weeks’ formal notice. The requirement of notice will be waived if either party breaches this Service Agreement.
Access to supports required by the participant will not be withdrawn or denied solely based on dignity of risk choice that has been made by the participant.

RESPONSIBILITIES

Service provider (Amayah Care)
· Respect the Participant’s legal and human rights.
· Respect the Participant’s culture, diversity, values, and beliefs that identify during the initial assessment process.
· Respect and protect the personal privacy and dignity of the Participant.
· Respect work with the Participant’s interpreter or representatives.
· Respect the Participant’s autonomy to make their individual choices.
· Respect the Participant’s right to access an advocate.
· Provide services and supports as per the Support Plan document.
· Review the provision of supports at least every 12 months with the Participant.
· Treat the participant with courtesy and respect.
· Communicate openly and honestly in a timely manner.
· Consult the participant and/or the participant’s representative on decisions about how supports are provided.
· Listen to the participant’s feedback and resolve problems quickly.
· Give the participant information about managing any incidents, complaints or disagreements.
· Give the participant details of the provider’s cancellation policy.
· Give the participant the required notice if the provider needs to end the Service Agreement.
· Give the Participant a minimum of 24 hours’ notice if the Provider must change a scheduled appointment to provide support.
· Keep clear records on the services provided to the participant.
· Provide supports in a manner consistent with all relevant laws, including the National Disability Insurance Scheme Act 2013 and rules, and the Australian Consumer Law.

Participant/ Participant’s representative responsibilities
· Inform the Provider about how they wish the supports to be delivered.
· Advise the Provider of any changes to personal details (contact number, address, etc.)
· Treat the Provider with courtesy and respect.
· Discuss with the Provider if the Participant has any concerns about the support being provided.
· Give the Provider a minimum of 24 hours’ notice if the Participant cannot make a scheduled appointment.
· Give the Provider the required notice if the Participant needs to end the 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.

Participant’s Legal and Human Rights
At Amayah Care, we respect to the Participant’s legal and human rights and ensure that they have been understood and incorporated into everyday practice. In this regard, the Participant Handbook has been developed that includes the following policies:
· Feedback and Complaints Policy
· Privacy & Confidentiality Policy
· Participant Consent Policy
· Culture, Diversity, Values and Beliefs Policy
· Violence, Abuse, Neglect, Exploitation & Discrimination Policy
· Decision-making Policy
· Right to access an advocate Policy
· Conflict of Interest Policy
A copy of the Participant Handbook is provided to the Participant.

EMERGENCY AND DISASTER PREPAREDNESS
Amayah Care will develop an emergency response plan to respond to any unplanned event that can cause:
· Deaths; or
· Significant injuries to employees or occupants; and/or
· Shut down the business; and/or
· Disruption to operations; and/or
· Physical or environmental damage

Our operations manager or supervisor will ensure that there is an emergency evacuation diagram for each site and that an individual support plan and risk assessment are created.
For your peace of mind, all our support workers are trained on how to respond in case of an emergency, and they will receive a copy of your relevant plans so that they are fully aware of your health condition and the required action plans in case of an emergency.
Apart from that, all possible emergency scenarios are mentioned in the table below and the required support is mentioned to ensure that we are providing support and services without any disruptions.

FEES AND CHARGES

Costs
The costs of agreed services and supports between the Participant and the Provider are documented in the support plan.
All fees comply with the NDIS Price Guide and may change during this Service Agreement in accordance with any updates. If fees do change, the Participant will be notified in writing. Please refer to the NDIS Price Guide: www.ndis.gov.au
All prices are GST inclusive (if applicable) and include the cost of providing the support.

Payment
The Participant agrees to pay the Provider for services and supports on the day or after attendance, as follows:

• NDIA Managed Funding
  The Participant has nominated the NDIA to manage the funding for supports under this agreement. The Provider will claim payment directly from the NDIA.

• Registered Plan Managed Provider
  The Participant has nominated _____________________ as their Registered Plan Management Provider. The Provider will claim payment from this Plan Manager after services are delivered.

If an invoice remains unpaid after 2 weeks, services will cease until full payment is made.

Cancellation

By the Participant
Short-notice cancellations (after 3:00 PM the day before the scheduled service) may result in the Provider charging up to 90% of the agreed fee.
A cancellation is also considered short notice if the participant does not show up within a reasonable time or is not present at the agreed location when the provider arrives.
Cancellations are accepted via email, text, or phone. Please refer to the NDIS Price Guide: www.ndis.gov.au

Additional Expenses
Any additional expenses not covered by the NDIS (e.g. entry fees, meals, or other personal costs) are the Participant’s responsibility.

PARTICIPANT’S CONSENT

At Amayah Care, we are committed to protecting your information. We ensure that it is clearly recorded, current, confidential, accessible to the Participant, and used appropriately by authorised workers.
The Participant Consent Policy is outlined in the Participant Handbook and must be signed and understood.
We collect personal information only as required to deliver quality support.
Participants have the right to access any personal information we hold about them. The Privacy & Confidentiality Policy in the Handbook explains how to request this information.

INCIDENTS

We ensure that participants are safeguarded and that all incidents including violence, abuse, neglect, exploitation, and discrimination are properly reported, investigated, and addressed.
Participants will be informed of how any incident involving them was handled.
All Amayah Care staff are trained in incident management procedures and fully comply with them.

FEEDBACK AND COMPLAINTS

Participants have the right to raise any concerns or complaints regarding the care or services provided. A formal investigation will begin once a complaint is received.

Contact Person: Eteuati Feau
Phone: 0456 735 341
Address: 148 Coburns Road, Melton VIC 3337
Email: info@amayahcare.com.au
Website: www.amayahcare.com.au

A Complaints Form is included in your Welcome Pack and can be completed if needed.

You may also contact the NDIS Commission:
Phone: 1800 035 544
Website: www.ndiscommission.gov.au

ADVOCACY

The National Disability Advocacy Program (NDAP) gives people with disability access to independent advocates who promote and protect their rights.

Advocacy means acting on behalf of a person or group to ensure their rights and wellbeing are respected by:

• Acting in a partisan manner (being fully on their side)

• Being focused on their fundamental needs

• Remaining loyal and accountable to them

• Acting with empathy and duty of care

To find advocacy services in your area, visit:
https://disabilityadvocacyfinder.dss.gov.au/disability/ndap/