1 September 2019
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 laws, or the NDIA rates or conditions of your support services, we will notify you in writing before we implement any of those changes.
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 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.
Cost estimates / quotes are sent directly to the NDIA for approval.
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.
Where we provide at least 20 hours of personal care/community access supports per month to a participant who is new to the NDIS, we can charge an establishment fee. This fee is:
Your plan may be billed for some 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.
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 90% 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.
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.
If you want to stop receiving support services from one or more of our programs you may end the specific Service Agreement(s) by telling us at least 14 days beforehand.
For residential services 28 days' notice is required.
If you do not follow these Terms and Conditions, then we will talk to you about the problem. Sometimes, we may stop providing support to you until you have taken the necessary steps to fix the problem, within a time that we reasonably ask. If the problem has not been resolved in that time, we may end the Agreement by telling you.
If we do not follow these Terms and Conditions, for example, if we do not provide the support agreed within a reasonable time, then we ask that you talk to us about the problem. If we do not fix the problem within a time that you reasonably ask, then you may end the Agreement by telling us.
If we do not follow these Terms and Conditions in a serious, major way, for example being violent or putting our staff in danger, then you can end it immediately by telling us as soon as you decide you do not want any more support. We will confirm your request in writing.
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: