Microtia Atresia Australia Service Agreement – Terms and Conditions
Supports and payments
Microtia Atresia Australia will provide you with the services outlined in your Schedule of Supports. The NDIS supports included in your Service Agreement and their prices are included in the Schedule of Supports. All prices are inclusive of GST (if applicable) and include the cost of providing the supports.
The method of payment depends upon how the plan is managed. For self-managed families, you can choose to pay upfront and be reimbursed through the myplace portal, or Microtia Atresia Australia can issue you an invoice. For plan managed funds, Microtia Atresia Australia will invoice you or your nominated plan manager for services delivered, as required.
The NDIS sometimes change their service pricing or rules. Microtia Atresia Australia will charge in line with any changes. Microtia Atresia Australia will let you know if this happens, in writing. The NDIS will automatically increase your support budget to cover any price increases.
Non-face-to-face supports and report writing
For some supports, Microtia Atresia Australia can claim for non-face to face activities e.g. preparing for a session, making notes after a session and follow-up required after a session. Microtia Atresia Australia will only claim for non-face to face supports agreed in your Schedule of Supports.
Microtia Atresia Australia will not claim for administrative tasks such as scheduling supports, training or submitting claims.
Travel Charges
Microtia Atresia Australia may charge for travel to deliver services in the home or education setting. NDIS providers can charge up to 30 minutes each way of travel for participants in metropolitan areas and 60 minutes each way for participants in regional areas. Different travel charges may apply to services delivered to participants more than an hour away from our office. Travel will be charged at the same hourly rate as the support being delivered as per the NDIS price guide. Please refer to your Schedule of Supports for further details.
Goods and services tax (GST)
For the purposes of GST legislation, Microtia Atresia Australia and the participant confirm that:
• the participant has a NDIS plan
• the NDIS plan is expected to remain in effect while the supports are provided
• the supply is of reasonable and necessary supports, and described in the participant’s NDIS plan
• there is a written agreement to deliver these supports, between Microtia Atresia Australia and the participant
• the participant or their representative will inform Microtia Atresia Australia if there is a change to the NDIS plan, if it is suspended, replaced, or if the participant stops being an NDIS participant.
A supply of supports under this Service Agreement is a supply of one or more reasonable and necessary supports specified in the statement of supports included, under subsection 33(2) of the National Disability Insurance Scheme Act 2013 (NDIS Act), in the Participant’s NDIS Plan currently in effect under section 37 of the NDIS Act.
Cancellations
If a service is cancelled at short notice, or there is a no show, Microtia Atresia Australia can charge 100% of the agreed support fee. A short notice cancellation is when you:
• do not show up for a support within 15 minutes of the scheduled start time, or
• give less than 2 business days’ notice to cancel a support that is less than 8 hours long and $1000 in value, or
• give less than 5 business days’ notice for any other support.
To cancel a support outside of office hours, please email info@microtiaatresia.com.au.
Changes to this agreement
If changes to the supports or their delivery are required, both 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 both of the parties.
You must tell Microtia Atresia Australia if there is a change to your current NDIS plan.
Ending this agreement
Should either party wish to end this Service Agreement, they must give 4 weeks notice. If either party seriously breaches the Terms and Conditions of this Service Agreement the requirement of notice will be waived.
You must notify Microtia Atresia Australia if your current NDIS plan is suspended, replaced or if you stop being a NDIS participant. Microtia Atresia Australia will only provide agreed services within the agreement start and end dates, and while you have an active plan. If you still want to receive services from Microtia Atresia Australia after the service agreement end date, or with a replacement plan, you need a new service agreement.
Responsibilities of Microtia Atresia Australia
Microtia Atresia Australia agrees to:
• Treat you with courtesy and respect
• Communicate openly and honestly, in a timely manner
• Work with you to provide services that suit your needs
• Review your services with us when needed, at minimum annually in line with the NDIS plan period
• Give you information about managing complaints or disagreements
• Give you information on how to change or cancel supports
• Listen to your feedback and resolve problems quickly
• Protect your privacy and confidential information
• Comply with all Microtia Atresia Australia policies and procedures found on Microtia Atresia Australia’s website
• Follow all relevant laws, including the National Disability Insurance Scheme Act 2013 and rules, Australian consumer law, and the Privacy Act 1988
• Give you a minimum of 24 hours’ notice, where possible, if Microtia Atresia Australia needs to cancel, or change, a scheduled service
• Keep accurate records, and issue regular invoices and statements of supports provided.
Responsibilities of the participant/participant’s representative
The Participant or the participant’s representative agrees to:
• work with Microtia Atresia Australia to ensure that services meet your needs
• treat Microtia Atresia Australia with courtesy and respect
• communicate openly and honestly with Microtia Atresia Australia, and discuss any concerns about services being provided
• Give Microtia Atresia Australia a minimum of two clear business days’ notice if the participant cannot make a scheduled appointment; and if the notice is not provided by then, the provider’s cancellation policy will apply (refer Cancellation policy)
• provide Microtia Atresia Australia with any plans and/or assessments necessary to deliver safe and quality services e.g. positive behaviour support plan
• reduce identified risks e.g. within your home, when Microtia Atresia Australia staff are delivering services
• pay all invoices for agreed services, transport, and/or other expenses within 7 days
• let Microtia Atresia Australia know if there is a change to your NDIS plan, if it is suspended, replaced by a new plan, or if you stop being an NDIS participant.
Feedback, complaints, and disputes
Microtia Atresia Australia welcomes all feedback, compliments, and complaints. If you would like to provide feedback, please contact info@microtiaatresia.com.au.
If you are not happy with your supports and would like to make a complaint, please contact info@microtiaatresia.com.au.
If you are not satisfied with the outcome of your complaint, you can contact:
National Disability Insurance Agency by calling 1800 800 110, visiting www.ndis.gov.au or visiting one of their offices in person.
NDIS Quality and Safeguards Commission by calling 1800 035 544 (interpreters can be arranged), or visiting www.ndiscommission.gov.au/about/complaints.