Responsibilities of the Provider

The provider agrees to:

• Review the provision of supports at least annually with the participant.
• Once agreed, provide supports that meet the Participant’s needs and 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 10 days 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.
• 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 Australian Consumer Law, keep accurate records on the supports provided to the participant, and
• Issue regular invoices and statements of the supports delivered to the participant.

Responsibilities of the Participant/Participant’s parent or guardian

The participant 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 10 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.
• Give the provider the required notice if the participant needs to end the service agreement 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.

Payments

The provider will seek payment for their provision of supports after the participant confirms satisfactory delivery.

Payments are applied depending on how the plan categories are managed, being either one, or a combination of the below:

1. 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 cash/cheque/eft within a reasonable time period (2 days).

And/or

2. (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 cash/cheque/eft within a reasonable time period (2 days).

And/or

3.(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, the provider will claim payment for those supports from the NDIA.

And/or

4.(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 and is required to provide the details to Physio Inq at time of booking. After providing those supports, the provider will claim payment for those supports from the plan management provider.

Declined Funds

Should funds be declined due to exhausted funds or expired plans, the participant acknowledges they are liable for payment of the services rendered. The provider often does not have visibility over the allocation or usage of funds to manage budgets.

Payment terms will be 7 days after issuing the invoice (for plan managed clients only). Self managed payment terms is 2 days after receiving the service.

Feedback, complaints and disputes

If the Participant and/or the Plan Nominee wishes to provide feedback, complaints or suggestions for improvements, they can contact Physio Inq via;

Phone: 1300 731 733 or
Email: feedback@physioinq.com.au

If the Participant is not satisfied with their response from Physio Inq, 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.

Goods and service tax:

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, 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 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