Module 5 - Service Agreements - NDIS Web view5.1.1Making a Service Agreement . This Module of the...

Provider Toolkit Module 5: Service Agreements1 July 2016

ndis.gov.au 1 July 2016 | Provider Toolkit Module 5

ContentsToolkit structure.....................................................................................................................4

5.1 Service Agreements...................................................................................................5

5.1.1 Making a Service Agreement..............................................................................5

5.1.2 Making a Service Agreement with a participant..................................................5

5.1.3 Service Agreement and GST..............................................................................6

5.2 Model Service Agreement..........................................................................................7

5.2.1 Parties.................................................................................................................7

5.2.2 The NDIS and this Service Agreement...............................................................7

5.2.3 Schedule of supports..........................................................................................7

5.2.4 Responsibilities of the provider...........................................................................7

5.2.5 Responsibilities of the participant/participant’s representative]..........................8

5.2.6 Payments............................................................................................................8

5.2.7 Changes to this Service Agreement....................................................................9

5.2.8 Ending this Service Agreement...........................................................................9

5.2.9 Feedback, complaints and disputes....................................................................9

5.2.10 Goods and Services Tax (GST)........................................................................10

5.2.11 Contact details..................................................................................................10

5.2.12 Agreement signatures.......................................................................................10

5.2.13 Copy of participant’s NDIS plan........................................................................11

5.2.14 Schedule of supports........................................................................................12

5.2.15 Cancellation Policy............................................................................................12

5.3 Guide to Service Agreements (easy English)...........................................................13

5.3.1 Instructions for participants and service providers............................................13

5.3.2 What is in the Guide to Service Agreements?..................................................14

5.3.3 What is a Service Agreement?..........................................................................15

5.3.4 What is this Guide to Service Agreements about?............................................16

5.3.5 Who can make a Service Agreement?..............................................................18

5.3.6 How is a Service Agreement different to an NDIS Plan?..................................19

5.3.7 What should be included in a Service Agreement?..........................................21

5.3.8 What is expected of you?..................................................................................23

5.3.9 What is expected of the service provider?........................................................25

5.3.10 How to pay for your supports............................................................................28

5.3.11 How to change a Service Agreement................................................................30

5.3.12 How to end a Service Agreement.....................................................................31

ndis.gov.au 1 July 2016 | Provider Toolkit Module 5 2

5.3.13 Don't forget – you have responsibilities too!.....................................................32

5.3.14 What to do if you have a problem.....................................................................33

5.3.15 Sample Service Agreement..............................................................................34

5.3.16 Additional information for service providers......................................................39

5.3.17 About the Goods and Services Tax (GST)........................................................39

5.3.18 Other useful tools..............................................................................................39

5.3.19 Checklist for Service Agreements.....................................................................39

5.3.20 Word list............................................................................................................40

5.3.21 Where can I get more information?...................................................................41

6.1.


Toolkit structureThis is module 5 of the Provider Toolkit.The Toolkit also contains Modules 1 – 12.

Provider Toolkit

Module 1: Introduction and overview of the Toolkit for Providers

Module 2: Registering as a Provider

Module 3: Terms of Business

Module 4: Guide to Suitability

Module 5: Service Agreements [this module]

Module 6: Service Bookings

Module 7: Payment and Assurance

Module 8: PRODA Step by Step guide

Module 9: myplace Provider Portal Step by Step Guide to logging into myplace for the first time – existing providers

Module 10: myplace Provider Portal Step by Step Guide to Registration for new providers

Module 11: myplace Provider Portal Step by Step Guide (excluding registration)

Module 12: Glossary


5.1 Service Agreements5.1.1 Making a Service Agreement

This Module of the toolkit provides information on Service Agreements and how to make service agreements with participants.

In section 5.2, you will find an example of a Model Service Agreement that participants and providers can use to create a Service Agreement

In section 5.3, you will find simplified instructions outlining the recommended steps to develop a Service Agreement.

5.1.2 Making a Service Agreement with a participant

A participant who chooses to engage someone to provide supports under an NDIS plan will generally enter into a written agreement with the provider (a Service Agreement). A Service Agreement will help to ensure that the participant and provider have an agreed set of expectations of what supports will be delivered and how they will be delivered. A Service Agreement should set out each party’s responsibilities and obligations and how to resolve any problems that may arise.

Developing a Service Agreement is a collaborative process between the participant, any other person (such as a participant’s family member or friend) and the provider. When developing a Service Agreement it is important to remember that the NDIS aims to:

support the independence and social and economic participation of people with disability

enable people with a disability to exercise choice and control in the pursuit of their goals and the planning and delivery of their supports.

When a participant is developing a Service Agreement with a provider, they are advised to take a copy of their NDIS plan with them to help guide the discussion. Both participant and provider —or another person (such as a participant’s family member or friend) and provider—will need to sign the Service Agreement once they have agreed on its contents.

Things that can be specified in a Service Agreement include:

the supports that will be provided the cost of those supports how, when, and where the participant requires the supports to be delivered how long the participant requires the supports to be provided when and how the Service Agreement will be reviewed how the participant and provider will deal with any problems or questions that may

arise what the participant’s responsibilities are under the Service Agreement—for example,

how much notice the participant must give to the provider if they cannot attend an appointment

what the provider’s responsibilities are under the Service Agreement—for example, to work with the participant to provide supports that suit their needs and how the agreed supports will be provided

what notice is needed for the participant or provider to change or end the Service Agreement and how this is done—for example, by email or mail.


A Service Agreement is different from a participant’s plan, which is developed with an NDIS planner. A participant’s Service Agreement should reflect their plan and the NDIA encourages referring to it in a Service Agreement.

The NDIA has created a simple model Service Agreement, included in section 5.2, that participants and providers can use to create a Service Agreement. It can be used to inform discussions with participants and can be modified to include all matters that are relevant to the provider and the participant.

5.1.3 Service Agreement and GST

The model Service Agreement contains paragraphs which are designed to assist providers to meet the GST-free requirements for supplying NDIS supports under the A New Tax System (Goods and Services Tax) Act 1999. However, use of the model Service Agreement itself does not ensure providers will meet the requirements of the GST legislation. It is important to ensure that all requirements are met on a case-by-case basis, including that the types of supports provided under the Service Agreement are of a kind determined under the GST legislation to be GST-free.

Further information about the NDIS and GST can be accessed on the Australian Taxation Office website at ato.gov.au . Providers should seek independent legal or financial advice if they require assistance with tax law compliance.


5.2 Model Service AgreementNOTE: A Service Agreement can be made between a participant and a provider or a participant’s representative and a provider. A participant’s representative is someone close to the participant, such as a family member or friend or someone who manages the funding for supports under a participant’s NDIS plan

5.2.1 Parties

This Service Agreement is for [insert name of participant], a participant in the National Disability Insurance Scheme (participant), and is made between:

[Participant / participant’s representative (such as a family member or friend)]

[insert name of participant /and participant’s representative – if involved]

andprovider [insert name of provider]

This Service Agreement will commence on [day, month, year] for the period [insert date] to [insert date].

5.2.2 The NDIS and this Service Agreement

This Service Agreement is made for the purpose of providing supports under the participant’s NDIS plan.

A copy of the participant’s NDIS plan is attached to this Service Agreement [delete this sentence if participant chooses not to attach their plan].

The parties agree that this Service Agreement is made in the context of the NDIS, which is a scheme that aims to:

support the independence and social and economic participation of people with disability, and

enable people with a disability to exercise choice and control in the pursuit of their goals and the planning and delivery of their supports.

5.2.3 Schedule of supports

The provider agrees to provide the participant [insert description of supports] for [insert duration of each of the supports provided].

The supports and their prices are set out in the attached Schedule of Supports. All prices are GST inclusive (if applicable) and include the cost of providing the supports.

Additional expenses (i.e. things that are not included as part of a Participant’s NDIS supports) are the responsibility of the [participant / participant’s representative] and are not included in the cost of the supports. Examples include entrance fees, event tickets, meals, etc.

5.2.4 Responsibilities of the provider

The provider agrees to:


[Insert any agreed information about how the provider is to work with the participant in the provision of supports. Below are suggested minimum inclusions]

review the provision of supports at least [specify frequency eg. 3 monthly] with the participant

once agreed, provide supports that meet the participant’s needs at the participant’s preferred times

communicate openly and honestly in a timely manner treat the participant with courtesy and respect consult the participant on decisions about how supports are provided give the participant information about managing any complaints or disagreements

and details of the provider’s cancellation policy (if relevant) listen to the participant’s feedback and resolve problems quickly give the participant a minimum of 24 hours notice if the provider has to change a

scheduled appointment to provide supports give the participant the required notice if the provider needs to end the Service

Agreement (see ‘Ending this Service Agreement’ below for more information) protect the participant’s privacy and confidential information 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; keep accurate records on the supports provided to the participant

issue regular invoices and statements of the supports delivered to the participant.

5.2.5 Responsibilities of the participant/participant’s representative]

The participant/participant’s representative agrees to:

inform the provider about how they wish the supports to be delivered to meet the participant’s needs

treat the provider with courtesy and respect talk to the provider if the participant has any concerns about the supports being

provided give the provider a minimum of 24 hours’ 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

give the provider the required notice if the participant needs to end the Service Agreement (see ‘Ending this Service Agreement’ below for more information), and

let the provider know 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.

5.2.6 Payments

The provider will seek payment for their provision of supports after the [participant / participant’s representative] confirms satisfactory delivery.

[One or more of the below paragraphs may apply. Delete those that do not apply.]

[If the funding for any of the supports provided under this Service Agreement is managed by the participant:] The participant has chosen to self-manage the funding for NDIS supports provided under this Service Agreement. After providing those supports, the provider will send the participant an invoice for those supports for the participant to pay. The participant will pay the invoice by [specify cash / cheque / EFT] within [insert reasonable time period, e.g. 7 days].

[AND / OR]


http://www.comlaw.gov.au/Current/C2013A00020/Enables

http://www.comlaw.gov.au/Current/C2013C00388


[If the funding for any of the supports provided under this Service Agreement is managed by a Plan Nominee:] The participant’s Nominee manages the funding for supports provided under this Service Agreement. After providing those supports, the provider will send the participant’s Nominee an invoice for those supports for the participant’s Nominee to pay. The participant’s Nominee will pay the invoice by [specify cash / cheque / EFT] within [insert reasonable time period, e.g. 7 days].

[AND / OR]

[If the funding for any of the supports provided under this Service Agreement is managed by the National Disability Insurance Agency:] The participant has nominated the NDIA to manage the funding for supports provided under this Service Agreement. After providing those supports, the provider will claim payment for those supports from the NDIA.

[AND / OR]

[If the funding for any of the supports provided under this Service Agreement is managed by a Registered Plan Management Provider:] The participant has nominated the Plan Management Provider [insert name of Registered Plan Management Provider] to manage the funding for NDIS supports provided under this Service Agreement. After providing those supports, the provider will claim payment for those supports from [insert name of Registered Plan Management Provider].

5.2.7 Changes to this Service Agreement

If changes to the supports or their delivery are required, the 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 the parties.

5.2.8 Ending this Service Agreement

Should either party wish to end this Service Agreement they must give [insert reasonable time period depending on nature of supports, e.g. 1 month] notice.

If either party seriously breaches this Service Agreement the requirement of notice will be waived.

5.2.9 Feedback, complaints and disputes

If the participant wishes to give the provider feedback, the participant can talk to [insert name of provider’s contact person] on [insert contact details, e.g. phone, email, and/or postal address].

If the participant is not happy with the provision of supports and wishes to make a complaint, the participant can talk to [insert name of provider’s contact person] on [insert contact details, e.g. phone, email, and/or postal address].

If the participant is not satisfied or does not want to talk to this person, the participant can contact the National Disability Insurance Agency by calling 1800 800 110, visiting one of their offices in person, or visiting ndis.gov.au for further information.


http://www.ndis.gov.au/

5.2.10 Goods and Services Tax (GST)

For the purposes 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 NDIS 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; and

the [participant/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 in the NDIS.

5.2.11 Contact details

The [participant/the participant’s representative] can be contacted on:

Contact detailsPhone [B/H]Phone [A/H]Mobile

EmailAddressAlternative contact person

The provider can be contacted on:

Contact namePhone [B/H]Phone [A/H]MobileEmailAddress

5.2.12 Agreement signatures

The parties agree to the terms and conditions of this Service Agreement.

Signature of [participant/participant’s representative]

Name of [participant/participant’s representative]

Date

Signature of authorised person from provider

Name of authorised person from provider

Date



5.2.13 Copy of participant’s NDIS plan

[Attach a copy of the participant’s NDIS plan or delete this page if not required.]


5.2.14 Schedule of supports

[Insert a table of the supports to be provided under the Service Agreement, including sufficient details such as description, price, and how they will be provided. Example table below.]

SupportList the name of the support.

Description of support

List the details of the support, including scope and volume.

Price and payment information

List the price of the support (e.g. per hour / per session / per unit) and whether NDIS funding for the support is managed by the Participant, Participant’s Nominee, the NDIA, or a Registered Plan Management Provider.

How the support will be provided

List how, when, where, and by whom the support will be provided.

5.2.15 Cancellation Policy

[Insert information about a cancellation policy (if relevant). Cancellation policies must be reasonable and comply with all applicable laws (e.g. the Australian Consumer Law).]


5.3 Guide to Service Agreements (easy English)

5.3.1 Instructions for participants and service providers

This information is written in an easy to read way. We use pictures to explain some ideas.

Some words are written in bold. We explain what these words mean. There is a list of these words at the end of this document.

You can ask for help to read this Guide to Service Agreements. A friend, family member or support person may be able to help you.


5.3.2 What is in the Guide to Service Agreements?

5.3.3 What is a Service Agreement?.........................................................................16

5.3.4 What is this Guide to Service Agreements about?...........................................17

5.3.5 Who can make a Service Agreement?.............................................................19

5.3.6 How is a Service Agreement different to an NDIS Plan?.................................20

5.3.7 What should be included in a Service Agreement?..........................................22

5.3.8 What is expected of you?.................................................................................24

5.3.9 What is expected of the service provider?.......................................................26

5.3.10 How to pay for your supports............................................................................29

5.3.11 How to change a Service Agreement...............................................................31

5.3.12 How to end a Service Agreement.....................................................................32

5.3.13 Don't forget – you have responsibilities too!.....................................................33

5.3.14 What to do if you have a problem.....................................................................34

5.3.15 Sample Service Agreement..............................................................................35

5.3.16 Additional information for service providers.....................................................40

5.3.17 About the Goods and Services Tax (GST).......................................................40

5.3.18 Other useful tools.............................................................................................40

5.3.19 Checklist for Service Agreements....................................................................40

5.3.20 Word list............................................................................................................41

5.3.21 Where can I get more information?..................................................................42


5.3.3 What is a Service Agreement?

A Service Agreement is a document.

It is for you and your service provider.

The service provider is the person or organisation that provides you with supports.

The document says that you both agree about the services you are going to receive.

When you have agreed, you both sign the document.


5.3.4 What is this Guide to Service Agreements about?

We've written this Guide for you.

You are a person who is using the NDIS.

We call people who are using the NDIS 'participants'.

We've also written this guide for service providers – the people who are offering services to you.

That way, the service providers also know what needs to be included in a Service Agreement.

And they can help you prepare a Service Agreement if that's what you need.


You will find a sample Service Agreement on page 35.

There is a useful checklist to make sure you've done everything you need to do when making a Service Agreement. You'll find this checklist on page 39.

If you would like any more information about Service Agreements, you can contact us.

Our contact details are on page 37.

There are also a range of useful tools from the Practical Design Fund to help you with Agreements.

These are available on the NDIS website


5.3.5 Who can make a Service Agreement?

A Service Agreement can be made by a participant of the NDIS and their service provider.

Sometimes, you might ask another trusted person to enter into the Agreement for you.

This might be a family member, carer, friend or other person.

A service provider might be:

An organisation that offers disability support.

A community organisation.

A mainstream service provider, such as a

business that provides cleaning, health or

gardening services.


5.3.6 How is a Service Agreement different to an NDIS Plan?

Your NDIS Plan explains what you want to do and what your goals are.

And it explains the support you will need to achieve your goals.

The Service Agreement is different.

The Service Agreement is about the working relationship you have with your service provider.

It makes sure that you and your service provider both agree about the supports you will receive and how these supports will be provided.

One of the big ideas behind the NDIS is that you have choice and control about the support that you use.


You get to choose who provides your supports. And you get to choose how you receive supports.

The Service Agreement is a good way to make sure you receive the services that are right for you.

And having a Service Agreement is a helpful way to make sure you have everything in writing if any problems occur.

Don't forget to keep a copy of your Service Agreement in a safe place.

Also, it's a good idea to take a copy of your NDIS Plan to any meetings you have about your Service Agreement.

If you want to, you can attach a copy of your NDIS Plan to the Agreement.


5.3.7 What should be included in a Service Agreement?

The Service Agreement should include information about the supports you receive.

It doesn't have to be complicated. It can be quite simple. It needs to say:

What supports you will receive.

When, where and how you will receive those

supports.

How much the supports will cost and how they will

be paid for.

How long you need the supports for.


What is expected of you. This is about your

responsibilities. We explain this in more detail on

page 23-24.

What is expected of your service provider. We

explain this in more detail on page 25-27.

How you can end or change the Agreement. We

explain this in more detail on page 30-32.

What you can do if any problems occur. We explain

this in more detail on page 33.


5.3.8 What is expected of you?

When you sign the Service Agreement, it means that you agree to do the things that are expected of you.

These are called your responsibilities.

Your responsibilities include things like:

Telling the service provider about the supports

that you want, and how you want to receive

them.

Being polite and respectful to the staff who

work with you.

Telling the service provider if you've got any

problems.

Telling the service provider if you can't make it

to an appointment – you should always give

them at least 24 hours' notice.


Telling the service provider straight away if you

want to end the Agreement.

Letting the service provider know if your NDIS

Plan changes or if you stop using the NDIS.

Every Service Agreement is unique.

The list above explains what we suggest you include.

This means that your Service Agreement may not have all of the things listed above in it, or it may have some other things in it.

This will depend on what you and your service provider agree.


5.3.9 What is expected of the service provider?

Service providers have responsibilities too.

Below is a list of our suggestions of what these should be.

You and the service provider may agree on other things to include on the list.

The service provider's responsibilities include:

Providing the services that you have asked for.

Being open and honest about the work that they

do.

Explaining things clearly.

Treating you politely and with respect.


Including you in all decisions about your

supports.

Letting you know what to do if you have a

problem or want to complain.

Listening to your feedback and fixing any

problems quickly.

Telling you if they want to end the Agreement.

Making sure your information is correct and up to

date.

Storing your information carefully and making

sure it is kept private.


Obeying all the rules and laws that apply. This

includes the National Disability Insurance

Scheme Act 2013 and the National Disability

Insurance Scheme Rules.

Providing invoices and statements for your

supports.

Checking whether GST applies.

Checking that the Agreement is working well.

You and the service provider will agree about

how often the Agreement will be reviewed.


5.3.10 How to pay for your supports

There are different ways to pay for your supports.

Some people manage all of their NDIS funding themselves.

In this case, you pay the invoices from the service provider directly. An invoice is like a bill.

Some people have a Plan Nominee to help them. This is a person you trust, like a family member or friend. If the NDIA says it’s ok, this person can manage your NDIS funding for you.

In this case, the Plan Nominee pays the invoices from the service provider.


Some people ask the National Disability Insurance Agency (NDIA) to manage the funding for them.

In this case, the NDIA pays the invoices.

Some people use a Plan Management Provider. This is a person or organisation who helps to manage their funding.

In this case, the Plan Management Provider pays the invoices.

In all of these cases, the way the invoice is to be paid – such as via electronic transfer, cash or cheque – will be written in the Agreement.

And the time allowed to pay the invoice will be included as well. This might be 7 days, 14 days or more.


5.3.11 How to change a Service Agreement

You and the service provider will need to agree about how changes can be made to the Service Agreement.

Most Service Agreements will say:

That the changes need to be in writing.

That the participant and the service provider

agree on the changes.

You may need to sign a new document saying that you agree with the changes.


5.3.12 How to end a Service Agreement

If you want to end the Service Agreement, you must tell the service provider.

You must let them know before you want the Agreement to end.

Usually, in the Agreement, it will say how much time you must give them before the Agreement can end.

This is called a notice period.

This may be 1 month or more.

If the service provider wants to end the Agreement, they must tell you – and give you notice too.

Sometimes, an Agreement can end without a notice period. This could only happen if you or the service provider broke the Agreement in some way.

Let's look at an example.


Angus was upset because his support workers never turned up on time.

He made several complaints to his service provider.

But the service provider didn't do anything to fix the problem for more than 3 months.

Angus decided to end the Agreement and find another service provider.

He contacted the NDIA for more information.

5.3.13 Don't forget – you have responsibilities too!

You have responsibilities to the service provider too. If you don't do what's expected of you, the service provider can end the Agreement.


5.3.14 What to do if you have a problem

The Service Agreement should explain who you can talk to if you have a problem.

It should give you the name of a person to talk to, and their contact details.

If you don't want to talk to this person, or if your problem is not being fixed, you can contact the NDIA.

We can give you information about what you can do.

Our phone number is 1800 800 110.

You can visit one of our offices.

Or you can visit the NDIS Website


5.3.15 Sample Service Agreement

5.3.15.1 Who is making this Agreement?

The name of the participant or their trusted person:

The name of the service provider:

5.3.15.2 How does this Agreement fit in with the NDIS?

This Agreement is made according to the rules and the goals of the National Disability Insurance Scheme (NDIS).

A copy of the participant's NDIS Plan is attached to this Agreement.

Note: you don't have to include your NDIS Plan if you don't want to.

The participant and the service provider agree that this Agreement is in line with the main ideas of the NDIS. These ideas include things like having more choices, achieving your goals and taking part in the community.

5.3.15.3 What supports will be provided?

What are the supports to be provided? List the following:

how they will be provided

when they will be provided

who will provide them

ndis.gov.au 1 July 2016 | Provider Toolkit Module 6

how long they will be provided for

how much they will cost.

5.3.15.4 What is expected of the participant?

This section explains your responsibilities. There's more information about this on page 23.

5.3.15.5 What is expected of the service provider?

This section explains the service provider's responsibilities.There's more information about this on page 26.

5.3.15.6 How will payments be made?

This section explains who will pay the invoices, and how they will be paid.

There's more information about this on page 28.

5.3.15.7 How to make changes

This section explains how you or the service provider can make changes to the Agreement.


5.3.15.8 How to end the Agreement

This section explains how you or the service provider can end the Agreement.


5.3.15.9 What to do if there is a problem?

This section explains who to talk to if there is a problem.

The contact person is:

Their phone number is:

Their email address is:


If you don't have any success getting your problem fixed, you can contact the NDIA.

5.3.15.10 Goods and Services Tax

Most services provided under the NDIS will not include GST. However, GST will apply to some services.

It is the service provider's responsibility to check whether GST does or does not apply.

By signing this Agreement, the service provider says that they have checked whether GST applies.

There is more information about this on page 39.

Under tax law, the following sentence must be included in this Agreement:

"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."

5.3.15.11 Your contact details

Your daytime phone number:

Your evening phone number:

Your mobile number:




Your email address:

Your home address:

The name of someone we can contact if we can't get in touch with you:

Their phone number:

5.3.15.12 The service provider's contact details

Daytime phone number:

Evening phone number:

Mobile number:

Email address:

Business address:

5.3.15.13 Signatures

By signing this Agreement, you agree to all of the information included.

Participant name:

Signature:

Date:


Service provider name:

Signature:

Date:


5.3.16 Additional information for service providers

This Guide to Service Agreements has been designed as a tool for you to use with participants in the National Disability Insurance Scheme (NDIS).

It is written in an easy-to-read way, with pictures so that you can explain the main ideas. It also outlines your responsibilities as a service provider in a clear and simple way.

5.3.17 About the Goods and Services Tax (GST)

Most supports provided under the NDIS will be GST-free. However, it is important for service providers to note that you will need to charge GST for some types of support.

You need to check each Service Agreement on a case-by-case basis to make sure you are complying with the law.

The main law that applies is A New Tax System (Goods and Services Tax) Act 1999. Further information about the NDIS and GST can be accessed on the Australian Taxation Office website.

In signing the Service Agreement, you state that you have checked the GST status of the supports.

5.3.18 Other useful tools

There are a range of useful tools to help you when working with participants. Many of these were developed as part of the Practical Design Fund. You can find these on the NDIS website.

5.3.19 Checklist for Service Agreements

I know who is making the Agreement.

This might be me and my service provider, or it might be my trusted person and my service provider.

I know what supports to include.

I know what is expected of me.

I know what is expected of my service provider.

I know how the supports will be paid for.

I know what to do if I want to make changes.

I know what to do if I want to end the Agreement.

I know what to do if I have a problem and I know who to contact.


I have written my Service Agreement, or I have worked with my provider to write the Agreement.

I have signed the Agreement.

I have attached my NDIS Plan to the Agreement if I want to.

I have kept a copy of the Agreement for my records.

5.3.20 Word list

Invoice

A bill. It explains how much supports costs and when the payment is due.

Notice period

A period of time before a Service Agreement ends. This may be 1 month or more.

Participant

A person with disability who is using the NDIS.

Plan Management Provider

A person or organisation who helps to manage the funding.


Plan Nominee

A family member, carer, friend or other person. If the NDIA says it’s ok, this person can manage your NDIS funding and support you to make other decisions.

Responsibilities

The things that are expected of you or the service provider.

Service provider

The person or organisation that provides you with supports.

5.3.21 Where can I get more information?

If you want more information about Service Agreements you can contact us:

1800 800 110

NDIS Website ndis.gov.au

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