This Service Agreement is between National Disability Support Partners (NDSP Plan Managers) and the participant / nominated representative in the National Disability Insurance Scheme. This Agreement will commence, and the participant will become an active client of NDSP Plan Managers, from today until we are notified otherwise in writing by the Participant/Guardian/Nominated Representative.
The Agreement uses words that have a specific meaning:
Planmeans the written NDIS plan developed with you and/or on your behalf by the NDIA or their delegate (for example a Local Area Coordinator).
Our Services means plan management and financial intermediary services provided to the Participant by NDSP Plan Managers.
Support Provider refers to the provider of support services for the NDIS Participant.
You agree to:
You agree we can:
We will arrange an initial meeting with the Participant / Nominated
Representative. The initial meeting may be face to face, by telephone or online (e.g. Microsoft Teams or alternative).
During the initial meeting we will:
We collect and use personal information to ensure our services meet your individual needs and will do so in accordance with NDSP Plan Managers' Privacy and Dignity policy (see our website ndsp.com.au/privacy). This policy provides guidelines in the collection, use, disclosure, and security of your personal information.
This information will also be used for:
All NDSP Plan Managers employees are aware of the sensitivity of the information disclosed. Employees are trained to work within privacy legislation, our policy and procedure, and must hold appropriate clearances.
You have the right to gain access to the information we hold about the Participant. You
can find information on how to request access or update the Participant’s personal information (see our website ndsp.com.au/privacy).
NDSP Plan Managers will claim directly from the NDIA a set-up fee (if applicable) and a monthly fee for the provision of Our Services as set out in the NDIS Price Guide.
Should the NDIA amend any rates associated with Our Services, we will automatically update our fees in accordance with the NDIS Price Guide. No action will be required by you.
We agree that any changes to this Agreement will be made in writing, signed, and dated by both the Participant / Nominated Representative and NDSP Plan Managers. Alternatively, verbal notice can be provided (if written notice cannot be provided by the Participant / Nominated Representative).
Should either party wish to end this Agreement they must give twenty-eight (28) days' notice in writing or by phone (if written notice cannot be provided by the Participant / Nominated Representative). If either party seriously breaches this Agreement the requirement of notice will be waived.
We will notify your Support Provider/s if we receive an invoice for services after the end date of your Service Agreement date with us that your Agreement with NDSP Plan Mangers has ended.
The Participant / Nominated Representative can give us feedback, make a complaint, or ask for a copy of our Feedback and Complaints Management procedure by:
We will handle a complaint in accordance with our Feedback and Complaints Management procedure. If our team are unable to resolve the complaint, it will be forwarded to senior management. If you are still not satisfied with our response, or you do not feel comfortable talking with us, you can contact the NDIS Quality and Safeguards Commission on 1800 035 544, or visit www.ndiscommission.gov.au/about/complaints.
If you would like support to give your feedback, we encourage you to seek support from family, a friend or an independent advocate. The Disability Advocacy Finder can help you find Independent advocacy services near you at https://disabilityadvocacyfinder.dss.gov.au/disability/ndap/
For more information about an independent advocate, visit: https://www.ndiscommission.gov.au/participants/disability-advocacy or alternatively you can call the NDIS Quality and Safeguards Commission on 1800 035 544.
Information about advocacy services is also available on our website.
We encourage any person to report incidents of unsafe or poor-quality services and supports. When we receive a report we manage it according to the NDIS Quality and Safeguards Commission’s Standards, Rules and Reportable Incidents Guidelines.
Goods and services provided in Australia are subject to section 38-38 of the A New Tax System (Goods and Services Tax) Act 1999. We confirm that the supply of Our Services under this Agreement meets the definition of reasonable and necessary supports as described in section 33(2) of the NDIS Act. NDSP Plan Managers will pay GST as specified in the NDIS Act.
Any advice given by NDSP Plan Managers, outside of plan management and financial intermediary services advice, shall be considered general in nature.
NDSP Plan Managers will not be liable for any failure of, or delay in the performance of, this Agreement for the period that such failure or delay is:
Nothing in the NDSP Plan Managers 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, Schedule 2).
NDSP Plan Managers takes in good faith the Information provided by the Participant / Nominated Representative to be true and accurate, and that any claims presented to NDSP Plan Managers are a true reflection of goods and services provided to the participant in line with the NDIS guidelines (National Disability Insurance Scheme Act 2013).
You (and/or your Nominated Representative) agree that NDSP Plan Managers provides plan management services only and you will not hold us responsible for any loss or damage you suffer as a result of, or in connection with, the conduct of any other third party (including any NDIS registered or unregistered provider). You (and/or your Nominated Representative) agree that NDSP Plan Managers is not liable for any loss (including indirect, consequential, incidental, or special damages) you may suffer from a breach of this Agreement unless the breach involves fraud or wilful default by NDSP Plan Managers.
NDSP’s aggregate liability under or in connection with this Agreement (whether in contract, negligence, for breach of statutory duty or otherwise) will not exceed the amount of fees paid for Plan Management services in the previous 12 months.