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NDIS Service Agreement For Support Coordination & Support Services

What is a Service Agreement?   

  • It is a legal agreement between you and Heart to Heartbeat to provide you with a NDIS Service. 
  • It sets out and explains the services Heart to Heartbeat will provide to you.   
  • It outlines YOUR responsibilities (the Participant) and OUR responsibilities (Heart to Heartbeat)   

Understanding this agreement.  

If you do not understand what this service agreement means, you can ask a family member, a friend or legal adviser to explain it to you. You can also request Heart to Heartbeat for more information, explanations and examples of the meaning of the agreement. We will explain it to you in person, in writing or with diagrams to ensure you understand what you are agreeing to.  

What time period does this service agreement cover?  

The period STARTS on the day you have been explained the Service Agreement and signed the document or from the date that you already agreed for Heart to Heartbeat to provide you with supports. 

The agreement CONTINUES onwards from this date until you or H2HB choose to give notice to end the agreement.  Your NDIS plan may be updated at times by the NDIA. The plan dates or conditions may alter due to changes in your circumstances or from NDIA Plan Review decisions. For example, your health may change where you need more support, you may move home, or move locations, you might lose the informal help from a friend or family, NDIA rules might change.   

Heart to Heartbeat will continue with Support Coordination or support services unless the changes mean it is no longer within our ability. We will review your plan and service agreement at this time and annually to assure you are being supported as best as possible. We will share this information with you and explain it in terms you understand.  

What if I can’t sign the agreement myself? 

If you are unable to sign this agreement yourself, someone else that you trust may sign it on your behalf with your consent or permission. This person is known as your Representative. A Representative could be your partner, a parent, brother or sister or someone with legal authority to act on your behalf.  

What if I don’t want to go ahead with this agreement? 

You do not have to sign this document simply because a Heart to Heartbeat representative has spoken with you and presented it to you. You have the choice and control to refuse and seek alternative NDIS Service Providers.  

What about fees, invoices and agreements with other service providers? 

This agreement DOES NOT address payment arrangements or fees between the Participant and any NDIS Service Providers that Heart to Heartbeat coordinates for the participant.  

Schedule of Supports: 

  • HEART TO HEARTBEAT will supply supports identified below at the funded NDIS price for the duration of the plan. 
  • Prices are subject to change as pricing adjustments are released. All prices are GST inclusive (if applicable) and include the cost of providing the supports. 
  • Additional expenses not included as part of NDIS Plan; such as entrance fees, meals, event tickets, costs incurred by your Support Worker e.g., admission costs, community activities, accommodation etc are your responsibility. 

Heart to Heartbeat Responsibilities: 

Once agreed, we will provide supports that meet your needs at negotiated times and we will review your supports if you (or your representative / guardian) tell us, or your circumstances change.   We will: 

  • Communicate, with you about any changes we make that may impact on this agreement. 
  • Involve you (if you wish) in identifying and selecting Support Workers you prefer to work with and how supports are provided. 
  • Treat you with Courtesy and Respect. 
  • Once a support has been delivered, make a claim for payment through the NDIS portal or your nominated Plan Manager or directly to you, if you are self- managing. We will provide supports in a way that complies with all relevant laws and rules and keep required records. 
  • Protect your Privacy and Confidentiality of information as per our Privacy Policy and Privacy Legislation. 

Your Responsibilities: 

 Inform Heart to Heartbeat about how you wish your supports to be delivered to meet your needs. 

  • Let us know about any changes to your circumstances that may impact or change any aspect of the Support Items requested. 
  • Treat your Support Worker with courtesy and respect. 
  • Not consume, be intoxicated, purchase or carry any illegal drugs and alcohol. 
  • Tell us if you have any concerns about the supports being provided (Refer to page 1 and page 6 for contact details) 
  • Report all incidents and injuries to I that occur while you are undertaking activities covered by the Support Items requested.  This includes any incident, accident or injury involving you, a Support Worker, a member of the public or where damage occurs to property including motor vehicles. 
  • Advise us immediately if your NDIS Plan is suspended or replaced by a new plan, or if you stop being a participant in the NDIS. 

Changes to Service, Cancellations and Missed Appointments: 

  • If your circumstances change and you wish to change your supports, the Service Agreement will be reviewed. 
  • If you need to cancel a service or an activity at short notice, you must contact the office as soon as possible. 
  • If you need to cancel a regular Community Access shift you are required to give 24 hours’ notice; if you cancel within 24 hours you will still be charged for the cancellation fee.
  • If you miss eight (8) appointments with insufficient notice, we will cease this agreement. 

Cancellations of STA, Respites, Holiday Programs and Camps

  • As H2HB is required to book ahead of time for these activities/events/accommodations, you will be charged these prices if we are unable to get a refund.

Ending this Agreement: 

  • You or Heart to Heartbeat may end the agreement by giving two (2) weeks’ notice in writing. 
  • If we are not able to provide services to you during those two (2) weeks, we will endeavour to locate another service provider who is able to deliver the service. 
  • Heart to Heartbeat will end this Agreement if, for any reason we determine it is not in everybody’s interests to continue to the Agreement. This may be because we are no longer able to provide the services you require or because you have requested a change that we cannot provide, or the change conflicts with Heart to heartbeat policies and procedures. 
  • If either party seriously breaches this Agreement, then the requirement of notice will be waived. 

Feedback, Complaints and Disputes: 

  • Heart to Heartbeat will listen to your feedback and nominate a person you can talk to if you have any concerns. 
  • Any feedback, complaints and disputes that arise will be discussed with you and we will try to resolve them quickly and fairly. If you do not wish to speak to someone in person you can ring 0455 257 797 or email the 
  • If we cannot solve the problem together, I have a complaints procedure which can be followed. 
  • If you are still dissatisfied, you can seek advice from an independent advocate. We will provide contact information and support you to access this type of service as requested. You can call the NDIS on 1800 800 110 or you can visit one of their offices for information and assistance. 

Goods and Services Tax (GST): 

For the purpose of GST legislation, the Parties confirm that: 

  • A supply of supports under this Service Agreement is a supply of one or more of the reasonable and necessary supports specified in the statement included, under subsection 33(2) of the National Disability Insurance Scheme Act 2013 (NDIS Act), in the Participant’s plan currently in effect under Section 37 of the NDIS Act. 
  • The Participant’s NDIS plan is expected to remain in effect during the period the supports are provided 
  • The Participant (or Participant’s representative) will immediately notify the provider if the Participant’s NDIS Plan is replaced by a new plan or the Participant stops being a Participant of the NDIS.

Are You Ready For Support Services That Put You First?