SERVICE AGREEMENT

The following is a service agreement between 101 Plan Management and:

This Service Agreement may remain in place for the duration of many NDIS Plans

The Service Agreement will commence as per the start date with services to continue indefinitely, and renew automatically, with a new plan in the future until such time as 101 Plan Management is advised in writing of not less than 14 days written notice that the Participant wishes to cease services with 101 Plan Management, or as otherwise outlined within this agreement.

This Service Agreement will not automatically end when your current NDIS plan ends.

1. PURPOSE OF THE AGREEMENT

This Service Agreement is made for the purpose of providing Plan Management under the above Participant's National Disability Insurance Scheme (NDIS) plan, according to the rules and the goals of the National Disability Insurance Scheme Act 2013 (NDIS Act).

The Participant, or Participant’s Representative / Nominee, has nominated 101 Plan Management to provide Financial Intermediary Services under the National Disability Insurance Scheme (NDIS).

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.

Management of Participant's Funding for Supports

101 Plan Management as the Registered Plan Management Service Provider agrees to provide the Participant or their Representative/Nominee with Financial Intermediary Services for the period specified above.

It is important to note that:

• your NDIS Plan may be different from the details recorded in the NDIS Portal;

• 101 Plan Management will verify the records in the NDIS Portal and will endeavour to advise you by email if the details recorded in the NDIS Portal are different to your NDIS Plan;
  

This Service Agreement may be exchanged with providers as outlined in this document

Whereby a Participant’s NDIS Funding is indexed and/or increased in accordance with the NDIS Act 2013 and any relevant Price Guide, 101 Plan Management will make the necessary adjustments to any 101 Plan Management Service Bookings as required.

2. SUPPORTS TO BE PROVIDED

101 Plan Management agrees to provide the Participant the supports as outlined.

All prices are GST Free, and include the cost of providing the supports.

101 Plan Management will seek payment for their provision of Financial Intermediary Services directly from the NDIA.

The participant has nominated the Plan Management Provider 101 Plan Management to manage the funding for NDIS supports provided under this Service Agreement.  After providing those supports, your provider/s will claim payment for those supports from 101 Plan Management.

Make service bookings in NDIS MyPlace Portal for Funding Categories shown as Plan Managed

• Receive, check and allocate participant supports invoices to correct category and lodge with NDIS portal for payment.

• Pay your providers.

• Monitor participant funding budgets and provide monthly statements of expenditure.

Fees for Plan Management are a set monthly amount as per the current NDIS Pricing Arrangements and Price Limits, claimed by 101 Plan Management monthly in arrears and appearing on your statement as Improved Life Choices.

The Participant or their Support Coordinator are expected to provider the Plan Manager with expected invoices / supports, and query any unknown amounts shown on participant's monthly statement.

3. RESPONSIBILITIES OF THE SERVICE PROVIDER

101 Plan Management agrees to:

• work with the Participant in the management of payments of their supports including making payments to nominated providers for work undertaken;

• liaise with providers regarding any billing / invoice discrepancies on behalf of the Participant as required, including any potential overspend or insufficient funds if applicable;

• provide the Participant, or their Representative/Nominee, with statements of expenditure as requested.  Monthly statements will automatically be sent from relevant software where an email address is provided.  Whereby the monthly statement is requested to be posted, the Participant acknowledges that delays in receiving statements may occur;

• review the provision of supports regularly and communicate with the Participant, or their Representative/Nominee as required;

• inform the Participant of their right to choice and control;

• 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;

• offer the Participant, or their Representative/Nominee, the option to access any Participant portal that may be available through any software 101 Plan Management utilises;

• give the Participant, or their Representative/Nominee, information about managing any complaints or disagreements;

• listen to the Participant’s feedback and resolve problems quickly;

• give the Participant the required notice if the provider needs to end the Service Agreement (see ‘Ending this Service Agreement’ below for more information);

• maintain all qualifications, licences and accreditation required to provide the service;

• keep accurate records on the supports provided to the Participant;

• protect the Participant’s privacy and confidential information; and

• 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;
  

It is not the responsibility of 101 Plan Management to check:

• whether your suppliers have the appropriate qualifications or experience to provide the supports listed in their invoices unless otherwise outlined by the NDIA from time-to-time;

• whether your suppliers have the appropriate insurance or criminal background checks to provide the supports listed in their invoices;

• that your invoices/receipts adhere to employment laws and regulations as outlined by Fair Work Australia, the Australian Taxation Office and any applicable awards.

4. RESPONSIBILITIES OF THE PARTICIPANT OR REPRESENTATIVE

The Participant has the right to be treated with dignity and respect, and to be supported in their choice of supports and providers.

The Participant or Participant’s Nominee / Representative agrees to:

• inform 101 Plan Management about how they wish the supports to be delivered to meet the Participant’s needs;

• treat 101 Plan Management staff with courtesy and respect;

• talk to 101 Plan Management staff if the Participant has any concerns about the supports being provided by 101 Plan Management or your other Provider/s;

• consider providing feedback with services you receive to enable us to continually improve and deliver a better service;

• provide 101 Plan Management with a copy of any updated or revised NDIS Plan as soon as reasonably possible;

• not mislead 101 Plan Management as to the supports that are or are not funded in the Participant's current active NDIS Plan;

• not perform any illegal activity while 101 Plan Management are providing a service to you;
  

• 101 Plan Management creating service bookings where the NDIS Plan is not yet in the PACE system;

• endorse 101 Plan Management as both a my provider and plan manager where the Participant's approved plan is in the PACE system;
  

• let 101 Plan Management know if you suspend, change or intend to change your provider/s of other support services.  Any such changes must be in accordance with the Service Agreement/s that you have with your Provider/s;

• let 101 Plan Management 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; and

• give 101 Plan Management the required notice if the participant needs to end the Service Agreement (see ‘Ending this Service Agreement’ below for more information).

5. PAYMENTS

101 Plan Management will seek payment for their provision of supports after satisfactory delivery. If the Participant is self-managed, invoices will be sent to the participant upon delivery of supports, and payment is expected within 14 days.

Payment to Providers

The Participant, or their Representative/Nominee, accepts ultimate responsibility for selecting who will provide other support services and advising 101 Plan Management who those providers are, their contact details and the Service Agreements or arrangements you have with them.

101 Plan Management encourages Participants to provide a copy of any agreements with other providers to 101 Plan Management to assist in the budgeting and management of their NDIS Plan.

The Providers that 101 Plan Management will make payment to are detailed as outlined in a Service Support Report, Service Provider Category Budget, Service Provider's Service Agreement, Consent to Exchange or as otherwise advised throughout the period of this Service Agreement.  These are the Providers you have asked us to pay to provide supports under your NDIS Plan which may include amounts that we will pay to these Providers under the NDIS Plan and in accordance with the NDIS Pricing Arrangements and Price Limits.

The Participant, or their Representative/Nominee, consents to invoices being processed and claimed on their behalf upon receipt of compliant invoices.  For pre-approval of invoices, please make contact on 08 7071 1555 to discuss and set up.

101 Plan Management is not responsible for any outstanding invoices that are unable to be processed and/or claimed whereby there is insufficient funds or funds are exhausted.

101 Plan Management is not responsible where the NDIA cancels a payment request thus rejecting and refusing to pay for a support.  The responsibility of any outstanding monies including to 101 Plan Management where a payment request is rejected, refused or cancelled will be the sole responsibility of the Participant, Nominee or Child Representative to pay.

How to submit Invoices for Payment

The Participant, or their Representative/Nominee, and/or Service Provider is to submit all invoices to:

              invoices@101planmanagement.com.au

              or 

Providers should ensure the Participant’s Name, NDIS Number and their banking details are clearly noted on every invoice.

Terms of Payment

The Provider will seek payment for their provision of supports after the Participant or their Representative confirms satisfactory delivery.

101 Plan Management requests that invoices are forwarded within 7-14 business days of the provision of services, so that we can closely monitor total spending under the relevant NDIS Plan (from all Providers) against the total budget.  101 Plan Management will endeavour to pay invoices within 7-14 business days (excluding weekends and public holidays) upon receipt of compliant invoices.

Payment will only be made to the provider following payment to 101 Plan Management by the NDIA.

6. GOODS AND SERVICES TAX (GST)

All prices and figures may be subject to change in accordance with the National Disability Insurance Scheme Act 2013 (NDIS Act) and in such a case is beyond the control of 101 Plan Management.

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, or Participant’s Representative / Nominee, 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.

7. CHANGES TO THIS SERVICE AGREEMENT

If changes to the supports or their delivery are required under this Service Agreement, the parties agree to discuss and review this Service Agreement and any impact this change may have.  The parties agree that any changes to this Service Agreement will be in writing, signed, and dated by the parties.

Should either party wish to end this Service Agreement they must give 14 days written notice with a termination form to be completed for audit and record keeping which must be completed by the Participant or their legally appointed Nominee / Child Representative. This is to allow the finalisation of any accounts and the transition of any accounts to the new service provider, or themselves if self-managing.

Services by 101 Plan Management will cease should the Participant’s NDIS Plan not be renewed, be expired, be revoked or be discontinued.

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

Further details are as per 101 Plan Management's Termination Policy.

Cancellation Policy

Please refer to Ending This Service Agreement below regarding the cancellation of 101 Plan Management services. 

Participants are encouraged to discuss the cancellation policy of their Service Providers with relevant Providers as these may be as per the NDIS Price Arrangements or as otherwise specified by the Provider.

8. FEEDBACK AND COMPLAINTS

If the participant wishes to give 101 Plan Management feedback or is not happy with the provision of supports and wishes to make a complaint, the Participant or Participant’s Representative / Nominee, can talk to the General Manager, or authorised representative, of 101 Plan Management on:

                    Phone:     08 7071 1555
                    Email:      gm@101planmanagement.com.au
                    Address:  PO Box 222, Marden  SA  5070

If the Participant or their authorised Representative / Nominee, is not satisfied or does not want to talk to the person above, the Participant or their authorised Representative / Nominee can contact the NDIS Quality & Safeguards Commission by calling 1800 035 544 or visiting www.ndiscommission.gov.au for further information.

9. EMERGENCY DISASTER MANAGEMENT

101 Plan Management will ensure that suitable arrangements are in place to provide ongoing support and services in the event of an emergency or disaster.

10. CONFLICT OF INTEREST DISCLAIMER

The NDIS Terms of Business for Registered Providers require providers to have policies (Conflict of Interest Policy) about potential conflicts of interest in service delivery.  101 Plan Management and its team members will:

• ensure that when providing support to participants under the NDIS, including when offering Plan Management or Support Coordination services, any conflict of interest is declared and any risks to participants are mitigated;

• ensure that advice to a participant about support options (including those not delivered directly by 101 Plan Management) is transparent and promotes choice and control.
  

11. COMMUNICATION

12. CONTACT DETAILS

Please note that 101 Plan Management is managing the funding component of the NDIS Plan only, not the provision of services by other providers.  For any questions regarding the type of services funded and details of other providers under this NDIS Plan, contact with the Participant, or their Representative / Nominee should be made.

The Participant's Representative or Nominee (if applicable) can be contacted on:

101 Plan Management can be contacted on:

                            Phone:        08 7071 1555
                            Email:         hello@101planmanagement.com.au
                            Address:    PO Box 222, Marden  SA  5070

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

If the Participant is under 18 years of age or unable to sign independently, the authorised Representative / Nominee must sign.

I authorise my Plan Manager and/or Support Coordinator to provide 101 Plan Management personal and financial information to enable my services to be managed efficiently.  I understand that the purpose of the collection of this information is to assist staff to provide services to me.  I understand 101 Plan Management may use this information for purposes related to the health service and may disclose information to other persons such as:

• other health service providers as part of the provision of health services;

• relatives or authorised representatives, unless you request us not to disclose information to them;

• other disability service providers that provide related services to our clients, including Plan Management Service providers.

I have agreed to this consent after:

(a)   A member of 101 Plan Management staff has fully explained to me the need for information about me to be shared, the nature of that information, the purposes for which it will be used and how it will be protected;

(b)   I have been given the opportunity to read the Protecting Your Privacy Statement;

(c)   I believe that I fully understand my rights to privacy in respect of information collected, used and disclosed about me and my rights of access to that information; and

(d)  I understand that I can withdraw my consent at any time although this may affect the services available to me and that this may affect my service provision.

What you can expect from 101 Plan Management

• Work with you to provide Supports that best suit your needs. Supports refer to the things you buy from 101 Plan Management.

• Follow the Disability Service Standards in everything we do.

• Discuss decisions with you about how Supports are provided.

• Treat you with courtesy and respect.

• Keep clear records on the Supports provided to you.

• Review of your supports will be done with you.

What 101 Plan Management expects from you

• To work with 101 Plan Management to make sure the Supports we provide meet your needs. 

• Treat 101 Plan Management staff with courtesy and respect.  

• Let 101 Plan Management know about any concerns with the Supports being provided. 

• If there is an emergency and 101 Plan Management must call an ambulance, all medical costs must be paid back to 101 Plan Management. 

• Let 101 Plan Management know if you are sick.  Please advise if you have a COVID test, services will be put on hold for 24 hours or until we receive by email a negative result.  It can also include paragraphs.
  

What if I need to change, cancel or did not attend my appointment?

• You will need to give 101 Plan Management at least 24 hours notice if you need to change or cancel a planned Support.

• 101 Plan Management will also give you at least 24 hours notice if a planned Support needs to be changed or cancelled.

•  If you can’t attend your planned Support and you don’t give 101 Plan Management at least 24 hours’ notice, you may still need to pay for the Support. 

• For personal care, skill development or community access Supports - if less than 24 hours notice of cancellation is given, 101 Plan Management may claim the cost of the Support directly from the NDIA for a maximum of eight (8) times each year.
  

Your Safety

• You will be asked to take part in risk assessments to assist 101 Plan Management in creating a safe environment. 

• If 101 Plan Management decides providing a Support is not safe, we will talk to you about how to provide the Support safely.
  

How much does it cost?

• Prices for Supports are detailed on page 1 of my Support Service Agreement.

• The National Disability Insurance Agency (NDIA) has set the prices for each Support and they may change from time to time. 

• You will need to pay for any extra costs while participating in activities that are not covered by your NDIA funding for example food, beverages, event tickets, entry fees. 

• Under tax law, the following statement 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.”  This means: ‘101 Plan Management will provide one or more of the Supports listed in your NDIS Plan’.
  

How do you pay?

• If you chose the NDIA or a Plan Management Provider to manage your Supports, 101 Plan Management will be paid directly from your plan after a service is provided.

• If you are self-managing your NDIS budget, 101 Plan Management will provide a tax invoice after Supports have been provided. How and when to pay is listed on the tax invoice.

• Nothing in this Agreement shall modify or exclude any legal rights provided under the Competition and Consumer Act 2010 (Cth).

What if you need to change your supports with 101 Plan Management?

•  If you or 101 Plan Management need to add Supports, there needs to be a minimum of two weeks’ notice. Any changes to this Agreement will be in writing, signed and dated.

• You or 101 Plan Management can ask to review this Agreement if you regularly change, cancel or do not attend your planned Support.
  

What If I need to end my support with 101 Plan Management?

• If you or 101 Plan Management need this Agreement to end a minimum of fourteen days’ notice must be given
  

• Serious breaches of this Agreement may result in immediate ending of this Agreement without a fourteen-day notice period.
  

• Serious breaches may include but are not limited to:

• Abusing or assaulting staff or other customers.

• Possessing, trafficking or supplying an illicit drug.

• Using 101 Plan Management premises for an illegal purpose.

• Continually breaching the terms and conditions of this Agreement.

• Damaging or misusing 101 Plan Management property.

• Taking action which is intended, or would reasonably be expected to harm 101 Plan Management or its reputation or which reasonably be expected to lead to unwanted or negative publicity to 101 Plan Management.
  

• 101 Plan Management may put Supports on hold if you have not paid for the Supports you have already received.
  

• If your Agreement ends for any reason, you will still need to pay for the supports you have already received.
  

How can you give feedback or make a complaint?

• 101 Plan Management welcomes your feedback and/or complaints about Supports.

• 101 Plan Management will listen to your feedback and respond to complaints fairly and in a timely manner.

• If you would like information on feedback and/or complaints, please visit 101 Plan Management’s website www.101planmanagement.com.au or call us on 08 7071 1555.

• If you are not happy with the outcome of a complaint, you can contact the Commonwealth Ombudsman: 1300 362 072 or the NDIS Quality and Safeguards Commission www.ndiscommission.gov.au on 1800 035 544

I understand that

• I will be given a signed copy of ‘My Service Agreement’.

• I can ask to view my 101 Plan Management customer file at any time.

• If photographs/audio/video are taken of me, 101 Plan Management will seek my consent prior and advise how these are to be used.

• My Service Agreement will end straight away:     

• If I run out of NDIS funding before the end date of this Agreement. 

• If I stop being a participant of the NDIS.   

• If my NDIS plan is updated or I get a new plan.

• I end the service before the end date of My Service Agreement.
  

How my privacy is protected

• 101 Plan Management follows the Privacy Act 1998, the SA State Records Act 1997 and the NDIS Act 2013.

• If you have any questions about privacy you can ask your NDIS Support Planner or email us at hello@101planmanagement.com.au.
  

I understand the following may happen without my permission:

101 Plan Management will not use or share your personal information with anyone without your written permission, unless we have concerns for your safety or we are required to by law.  For example, Mandatory Reporting of child protection concerns.

Tell us your ideas, complaints and concerns

101 Plan Management (101PM) believes that the views and opinions of all our customers and parents/carers/advocates are important in helping us continually improve our service.

You have the right and are encouraged to raise a complaint or provide us feedback on how we can improve our service.

Complaints and Feedback

A complaint is anything that you find unsatisfactory and unacceptable.  Feedback can include:

• Concerns for anything that makes you feel unhappy, worried or unsure.

• Suggestions for anything that could improve how we deliver our support to you.

• Any comments about us including anything you are happy about.

What to do with my complaint or feedback:

• Talk to a staff member at 101PM that you feel comfortable with.

• Call the 101PM office at 08 7071 1555

• Email 101PM at gm@101planmanagement.com.au

• Tell a friend or an advocate.

Your Right to an Advocate

An advocate is anyone who supports you and helps you to explain and say what you want so that your views are heard, and problems or other matters can be resolved.

This can be a member of staff or family, a friend, someone you feel comfortable with, or someone who is a trained advocate.

An advocate can give you information and advice to help you make decisions, plan for your future or provide feedback to 101PM.

What will 101PM do with my complaint?

• Listen to you.

• Acknowledge your letter or email within 5 business days

• Contact you within 10 business days to discuss your complaint.

• Tell you what action will be taken.

• Treat your comments confidentially.

• Assist in arranging for an interpreter or any other assistance if required.

• Follow up to make sure that your complaints and feedback have been addressed.

Other methods to Have Your Say:

You can elect to participate in 101PM’s annual Customer Satisfaction Survey which gives you the chance to speak anonymously and honestly about our service.

A Support Plan is prepared yearly with customers, families and staff to identify and communicate the key goals and improvements in how we deliver support to you.

What if I am not happy with 101PM’s response to my complaint or feedback?

You may wish to discuss your complaint or feedback with an external complaints body, another organisation, or tell someone who does not work for 101PM.  We will cooperate with youyou’re your supporters to try and resolve your complaint.

Examples of other groups/organisations that can help you with your complaint or feedback:

NDIS Quality and Safeguards Commission P: 1800 035 544 www.ndiscommission.gov.au/participants/complaints

Aged Care Quality and Safety Commission P: 1800 951 822 www.agedcarequality.gov.au/making-complaint/lodge-complaint

In writing:

GPO Box 9819

(Your capital city and state or territory)

Health & Community Services Complaints Commissioner (HCSCC) P: 08 82268666

Country callers: 1800 232 007 (toll free) www.hcscc.sa.gov.au

(QLD) Department of Seniors, Disability Services and Aboriginal & Torres Strait Islander Partnerships -  1800 491 467 (free call)

National Relay Service

TTY 1800 555 630

Voice 1800 555 660

TTY/Voice calls 133 677

Speak & Listen: 1300 555 727

Advocacy for Disability Access and Inclusion Inc. P: 08 8340 4450

Country callers: 1800 856 464 (toll free) www.advocacyfordisability.org.au

Aged Rights Advocacy Service Inc. Free Call: 1800 700 600

P: (08) 8232 5377 www.sa.agedrights.asn.au

Citizen Advocacy South Australia P: 08 8410 6644 www.citizenadvocacysa.com.au

Department of Human Services P: 08 8413 9002 www. dhs.sa.gov.au/contact/feedback

Disability Advocacy & Complaints Service of SA Inc. P: 08 7122 6030 www.dacssa.org.au

Disability Rights Advocacy Service P: 08 8351 9500 www.dras.com.au

Independent Advocacy SA Inc. P: 08 8232 6200 www.independentadvocacysa.org.au