1 December 2020
We (Melbourne City Mission) provide support services to you (the Participant) in accordance with the law, and the rates and conditions set by the National Disability Insurance Agency (NDIA), which fund your support services.
See Our general responsibilities – what we will do below.
If there are changes to these terms and condition, relevant laws or NDIS rates, we will notify you in writing when we implement any of those changes.
These terms and conditions are subject to change with NDIS prices and rules. Please always check the NDIS services we offer & prices page for the most up-to-date information on prices and rules.
We will work with you to help you understand how these Terms and Conditions apply to your supports. If you have questions about these Terms and Conditions, please contact the Central Support Team on 1800 343 287 or email@example.com.
See Cancellation of a Scheduled Support below
See Ending this Agreement below
Our rates and conditions for support based on the NDIS Price Guide which is available at www.ndis.gov.au/providers/pricing-and-payment.html
If the National Disability Insurance Agency (NDIA) changes the rates or conditions, then we may charge the new rate and/or apply the new conditions. We will notify you as soon as practical after we receive notice of the new rates and/or any new conditions.
Our service offerings, including a summary of support categories, line items and the prices set by the NDIA, are included in your MCM welcome pack. The service offerings in your MCM welcome pack are subject to change with NDIS prices and rules. Please always check the NDIS services we offer & prices page for the most up to date information on prices and rules.
We will submit a roster of care to the NDIA and will charge your plan weekly for the regular supports we provide. If we provide additional irregular support – for example, if you stay home sick from your regular activities – we will charge your plan for the additional support we provide.
For each program you wish to receive support from, a Service Agreement will be created, which states the agreed total budget per support category, the agreed method of payment as well as the proposed start and end dates for service delivery.
If you are new to our service and we provide personal care and/or community participation supports for a minimum of 20 hours per month for three or more consecutive months, we will charge an Establishment Fee to assist with the cost of establishing your support arrangements. We will discuss the charge of an Establishment Fee and include it in your Service Agreement. We will only charge an Establishment Fee once across all plans. This means that if we charge you an Establishment Fee in your current NDIS plan, we will not charge it again in future plans.
Your plan will be billed for non face-to-face supports. This includes meetings, preparation work and planning activities, to support you to achieve your goals.
There may be extra incidental costs related to an activity where our support is being provided which are not covered by your NDIS plan. Examples of these might be - entrance fees, event tickets, meals, art supplies and gym membership. These costs may relate to you or your support worker, if you wish them to attend activities with you and you do not have any discount, pass or companion card.
The rates stated in the Agreement do not cover these incidental costs. You will be required to pay these extra costs directly or have them charged to you. These costs will be identified before the specific support is provided.
A supply of supports under these Terms & Conditions includes one or more of the reasonable and necessary supports which may be specified in your current NDIS plan, under subsection 34 of the NDIS Act. There may be some other supports where we will be required to claim GST as part of the cost. We will provide GST tax invoices when this happens.
There are several ways in which we can receive payment for the supports we provide to you.
You do not need to do anything. We will be paid directly by the NDIA from your NDIS funding.
We will send our invoices for the supports we have provided to you/ your nominee each month for payment. You will be required to pay these and claim the funds back from your NDIS Plan.
You will need to provide us with the contact details of your nominated fund manager/ financial intermediary. If your fund management changes, you must tell us as soon as possible to avoid delays in invoicing and service delivery.
We will send our invoices for the supports we have provided to you/ your fund manager each month for payment.
Please contact our Central Support Team on 1800 343 287 if you want to make changes to the support services you want.
If you would like to make changes to the types of supports being provided, or how they are being provided, you and we agree to:
Note: All amendments must be in line with your current NDIS plan.
Assistance with Social, Economic and Community Participation Groups
If you are participating in group-based supports funded through the Assistance with Social, Economic and Community Participation category, we will charge the appropriate line item based on the size of the group. For example, a group of one staff member to three participants will be charged at the 1:3 ratio.
If you are participating in group-based supports that are not funded through the Assistance with Social, Economic and Community Participation category, the relevant rate will be charged for each worker facilitating the group and split equally between all participants in the group.
If you are participating in a support that is:
We may deliver your support as a ‘Program of support’. When we deliver a program of support, we will explain the group to you and specify:
We will not pre-claim for programs of support before we deliver them and programs of support will not be subject to NDIS short notice cancellation rules.
See Cancelling a scheduled support below.
We will, whenever possible, give you 48 hours’ notice if for any reason your scheduled support cannot be provided in the agreed way or at the agreed time (for example, if your allocated worker is sick). If this is not possible, we will notify you as soon as we become aware of a scheduling issue.
You are requested to contact our Central Support Team on 1800 343 287 in advance if you are unable to attend a scheduled support appointment.
Whenever possible please provide 2 business days’ notice. Our business days are Monday to Friday, excluding public holidays. If you do not provide 2 business days’ notice, we will apply the rules for short notice cancellations as per the NDIS Price Guide, which are summarised as follows.
A cancellation is a short notice cancellation if the participant:
Short-notice cancellations will be charged at 100% of the cost of the scheduled appointment.
Further details are available on the NDIS website at www.ndis.gov.au/providers/pricing-and-payment.html
If you wish to permanently change or stop receiving support service(s), you must tell us in advance. See Ending this agreement below.
If you are participating in a program of support, the program will not be subject to the short notice cancellations rules outlined above. If you would like to exit a program of support, you will need to give us 2 weeks’ notice; any supports that were scheduled within the 2 weeks’ notice period will be charged to your NDIS plan.
If you are unable to attend the group (for example, due to illness) costs will still apply for the session/s that you are unable to attend.
See Programs of support above.
To ensure you receive ongoing support from us, you will need to request a new Service Agreement at least 14 days before the end date of your current Service Agreement.
If there is not a new Service Agreement in place, we will be unable to continue to provide support past the end date or budget of your existing Service Agreement.
Once a new Service Agreement has been agreed with you, we can again provide support to you.
If you do not wish to continue receiving support from us, you will tell us in advance.
See Ending this Agreement below.
Ending a Service Agreement for any reason
Ending immediately for serious breach
If you do not follow these Terms and Conditions
If we do not follow this Terms and Conditions
Reasons for ending a Service Agreement
If you are not happy with our support, want to provide feedback or make a complaint, you can:
If you are not satisfied with the way we have tried to solve your complaint, or if you do not want to talk to us, you can contact the NDIS Quality and Safeguards Commission:
You may also: