Accessing Our Services
What You’ll Need Before Services Begin
Before services begin, we ask all participants to complete a small number of important documents. This helps ensure everyone has a clear understanding of the supports being provided, how information is managed, and how billing will be handled.
To ensure a smooth and secure experience, the following three documents must be completed before accessing our services.
1. Service Agreement
The Service Agreement outlines the services you will be accessing, the expected duration of supports, and the hourly rates and billing terms that apply.
It is an important part of making sure everyone is clear on what is being provided and how services will be delivered.
Important: Service Agreements are entered into directly with the participant. The participant remains responsible for payment of invoices. While we may request payment from the NDIA or your Plan Manager on your behalf, payment by those parties is not guaranteed.
2. Consent Form
The Consent Form confirms that you consent to receive our services and understand how your information will be managed.
This includes consent for:
- delivery of services
- secure storage of your information within our CRM system
- acknowledgment of our privacy policy
- understanding of any relevant video surveillance policies and other monitoring measures
Completing this form is an important part of supporting compliance, safety, and transparency.
3. Direct Debit / Payment Agreement
The Direct Debit / Payment Agreement explains how unpaid invoices are managed and sets out our payment terms.
Our payment policy is as follows:
- Invoices are to be paid within 7 days of issue.
- Where payment is delayed due to NDIS processing, an additional 7-day grace period applies.
- If payment is not received within 14 days, we will contact you to follow up.
- If an invoice remains unpaid 21 days after issue, we reserve the right to directly debit your account.
- You will be notified in advance of the date and amount of any direct debit.
- Payments can also be made via EFTPOS in our office.
By completing this form, you acknowledge and accept these payment arrangements.
Important note
Access to services is conditional on completion and submission of all required documentation.
