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| Responsibility
|
MCM
|
You
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|---|---|---|
| Be honest, courteous and respectful to each other.
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✓
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✓
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| Protect your privacy and all confidential information, including giving you information about rights, responsibilities and privacy. | ✓
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☓
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| Keep accurate records on the supports and services provided to you. |
✓
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☓
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| Act in your best interests, ensuring that you are kept informed, empowered and able to maximise choice and control. | ✓
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☓ |
| Respect the privacy of MCM employees, including not requesting their personal information, such as phone number, home address etc. | ☓ | ✓ |
| Do not make requests of MCM workers that are outside their job role or would make them feel uncomfortable including asking them to do anything illegal.
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☓ | ✓ |
| Work together to avoid the risk of injury to yourself or MCM employees.
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✓ | ✓ |
| Respect religious, cultural, gender, sexual orientation and personal beliefs and not engage in any form of discrimination | ✓ | ✓ |
| Review your supports at least every 12 months or earlier if needed. | ✓ | ✓ |
| Agree on supports and services to be provided by MCM that meet your needs and where possible are at your preferred times.
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✓ | ✓ |
| Discuss your supports and services as often as needed. Raise any concerns so they can be fixed. | ✓ | ✓ |
| Practice safety during support appointments, including not taking part in any activities considered illegal in Australia.
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✓ | ✓ |
| Let each other know when changes need to be made about your supports.
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✓ | ✓ |
| Provide supports and services in line with all relevant laws including the National Disability Insurance Scheme Act 2013; NDIS Quality and Safeguards Commission Practice Standards and Quality Indicators; the current NDIS Pricing Arrangement and Price Limits; and, and the Australian Consumer Law and other relevant laws in your State or Territory.
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✓ | ☓ |
MCM Disability Services is committed to the safety and wellbeing of all children and young people. All employees, volunteers, consultants and contractors of MCM are obligated to comply with child safe standards and Mandatory Reporting Scheme and Reportable Conduct Scheme and the NDIS Quality and Safeguards Commission Incident Management and Reportable Incidents requirements.
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✓ | ☓ |
| Give you information about providing feedback, including making a complaint.
www.mcm.org.au/information-for-clients/compliments-complaints
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✓ | ☓ |
| Listen to feedback, discuss concerns about your supports and fix problems quickly. Feedback includes a compliment, complaint, concern or suggestion.
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✓ | ✓ |
| Give the minimum notice required, if a scheduled appointment to provide supports must be cancelled or changed. | ✓ | ✓ |
| If MCM do not receive adequate notice you are cancelling a scheduled appointment the service, MCM will apply a cancellation fee as per the most current NDIS Pricing Arrangements and Price Limits guide.
www.ndis.gov.au/providers/pricing-arrangements/pricing-updates |
✓ | ✓ |
| Give the required notice to end this Service Agreement.
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✓ | ✓ |
| Let MCM know immediately if your NDIS plan is suspended or replaced by a new NDIS plan or you stop being a Participant in the NDIS. | ☓ | ✓ |
| Ensure that any fees and charges are paid in full to MCM by the due date. This expectation is outlined on your invoice.
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☓ | ✓ |
| If you have a NDIS Support Coordinator, we will have necessary communication with them regarding your supports and/or funding.
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✓ | ☓ |
| If there is an emergency, you may need to be taken to the nearest doctor or hospital. Your personal information may need to be discussed with medical and emergency personnel. If an ambulance is required, you understand you will need to pay the costs for this.
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☓ | ✓ |
| If you do not let MCM know all the information that is important for your support plan, this could mean you do not receive the best services and may result in MCM stopping working with you.
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☓ | ✓ |
| We will work together to ensure what we do helps you to achieve your goals that are written in your NDIS plan.
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✓ | ✓ |
Our rates and conditions for support based on the NDIS Pricing Arrangements and Price Limits (previously the NDIS Price Guide). This is located on the NDIA website, https://www.ndis.gov.au/providers/pricing-arrangements
Periodically the National Disability Insurance Agency (NDIA) change their rates and/or conditions within their Pricing Arrangements and Price Limits. When this occurs, MCM applies these prices and conditions with immediate effect in line with the updates the NDIA has made. We will notify you in writing as soon as practical after we receive notice of the new rates and/or condition updates.
MCM publishes NDIS services we offer & prices for your reference.
Should you require assistance with understanding the costs associated with your MCM supports please speak to your MCM contact person or the Customer Service Team via phone 1800 035 544 or email support@mcm.org.au.
Your plan will be billed for non-face-to-face supports. This includes things such as 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, but not limited to, things such as entrances fees, event tickets, meals, art supplies and gym memberships. These costs may relate to you or your support worker, if you wish them to attend activities with you and you do not have a 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 and discussed with you.
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.
MCM will seek payment for the provision of supports and services after the service has been provided in the following ways:
Where you have nominated the NDIA to manage your NDIS funds for supports and services provided by MCM, MCM will complete a Service Booking before we deliver any services and will claim payments weekly through the “myplace” NDIA Portal, only after these supports and services have been provided to you.
Where you have chosen to self-manage your NDIS funds for supports and services provided by MCM, MCM will send you an invoice every month, only after these supports and services have been provided to you. Invoices are payable within 30 days. In the event that you use all your NDIS Plan funds before your plan expiry date, you will still be responsible for payments to MCM for any services delivered.
Where you have chosen a nominee to manage your NDIS funds for supports and services provided by MCM, MCM will send your Provider an invoice fortnightly, only after these supports and services have been provided to you. Invoices will be payable by your nominee within 30 days. In the event that you use all your NDIS Plan funds before your plan expiry date, you will still be responsible for payments to MCM for any services delivered.
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.
MCM Disability Services requires minimum notice periods for the cancellation of services. This is inline with the NDIS Pricing Arrangements and Price Limits which is found on the NDIS website.
www.ndis.gov.au/providers/pricing-arrangements/pricing-updates
For other cancellations, where you have provided adequate notice before the scheduled service, MCM will not charge a cancellation fee.
No fee is payable by the NDIS or by you for cancellation by MCM or due to MCM’s failure to deliver the agreed supports, unless previously agreed to with you.
To ensure the continuation of your services with MCM, a new Service Agreement is required at least 14 days before the end date of your current Service Agreement. If a new Service Agreement is not in place, we maybe be unable to continue to provide support past the end date or budget of your existing Service Agreement.
To ensure the continuation of services with MCM, the following must be
Ending a Service Agreement for any reason
Ending immediately for serious breach
If we do not follow these Terms and Conditions
If you do not follow these Terms and Conditions
If you want to provide feedback or want to 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:
Phone: 1800 035 544
Website: www.ndiscommission.gov.au/about/complaints
Phone: 1800 800 110
Website: www.ndis.gov.au/contact/feedback-and-complaints/contact-and-feedback-form
Email: feedback@ndis.gov.au
By post: National Disability Insurance Agency, GPO Box 700, Canberra ACT 2601
Visit an NDIA Office: www.ndis.gov.au/contact/locations
