Service Agreement

1. Service Provider

This Service Agreement is between Proper Access (ABN: [INSERT ABN]) ("the Provider") and the participant ("you" or "the Participant").

2. Services Provided

The Provider agrees to deliver the following NDIS services as outlined in your individual service plan:

• Support Coordination: Non-clinical support to interpret your NDIS plan, connect with service providers, and monitor progress toward goals
• Access Consulting: Assistance with NDIS access applications, evidence gathering, and appeals processes

3. Service Delivery

Services will be delivered:

• In accordance with your NDIS plan and agreed service schedule
• With respect for your dignity, privacy, and individual needs
• By qualified and experienced staff
• In line with NDIS Practice Standards and Code of Conduct
• Through phone, video, in-person meetings, or other agreed methods

4. Your Rights and Responsibilities

As a participant, you have the right to:

• Be treated with respect and dignity
• Make decisions about your services and supports
• Privacy and confidentiality
• Access your records
• Provide feedback and make complaints
• End this agreement at any time

As a participant, you agree to:

• Provide accurate information about your needs and circumstances
• Treat staff with respect
• Provide reasonable notice for cancellations
• Advise us of any changes to your NDIS plan or contact details
• Use services in accordance with this agreement

5. Fees and Charges

Service fees are charged in accordance with the current NDIS Price Guide and Pricing Arrangements. Detailed pricing information is available in our Fee Schedule. We will:

• Only charge for services delivered
• Provide itemized invoices
• Claim directly from NDIS or your plan manager (where applicable)
• Notify you of any price changes in advance

6. Cancellations

We require at least 48 hours notice for cancellations or rescheduling. Late cancellations or no-shows may result in cancellation fees as permitted under NDIS pricing rules.

7. Privacy and Confidentiality

Your personal information will be handled in accordance with our Privacy Policy and the Privacy Act 1988. We will only share your information with others when you consent or where required by law.

8. Feedback and Complaints

We welcome your feedback and are committed to resolving any concerns promptly. You can provide feedback or make a complaint by contacting us directly. If you are not satisfied with our response, you may contact the NDIS Commission.

9. Incident Management

We have procedures in place to manage and report incidents in accordance with NDIS requirements. We will work with you to ensure your safety and wellbeing.

10. Changes to Services

We may need to change service delivery arrangements due to staff availability, funding changes, or other circumstances. We will consult with you and provide reasonable notice of any changes.

11. Ending the Agreement

Either party may end this agreement at any time by providing written notice. We will support you to transition to another provider if needed.

12. Acknowledgement

By engaging our services, you acknowledge that you have read, understood, and agree to the terms outlined in this Service Agreement.

Contact Information