1. Term of this Agreement

This Service Agreement will commence on date signed with services to continue indefinitely and renew automatically, with a new plan in the future until Connect Plan Care is advised in writing of not less than 28 days' written notice that the Participant wishes to cease services with Connect Plan Care, or as otherwise outlined within this agreement.

2. Purpose and Scope

NDIS and this Service Agreement

This service agreement provides support under the above participant’s National Disability Insurance Provider (NDIS) plan.

The Participant, or Participant’s Representative / Nominee, has nominated Connect Plan Care to provide Plan Management Services under the National Disability Insurance Scheme (NDIS).

The parties agree that this Service Agreement is made in the context of the NDIS, which is a scheme that aims to:

• Support the independence and social and economic participation of people with disability, and

• Enable people with a disability to exercise choice and control in pursuing their goals and planning and delivering their support.

3. Management of Participant’s Funding for Supports

Connect Plan Care as the Registered Plan Management Service Provider agrees to provide the Participant or their Representative/Nominee with Financial Intermediary Services for the period specified above.

• It is important to note that:

• your NDIS Plan may be different from the details recorded in the NDIS Portal;

Connect Plan Care will verify the records in the NDIS Portal and will endeavour to advise you by email if the details recorded in the NDIS Portal are different to your NDIS Plan.

This Service Agreement may be exchanged with providers as outlined in the Consent to Exchange document or as otherwise advised throughout the provision of services as part of this Service Agreement.

Whereby a Participant’s NDIS Funding is indexed and increased under the NDIS Act 2013, and any relevant Price Guide, Connect Plan Care will make the necessary adjustments to any Connect Plan Care Service Bookings as required.

4. Service Schedule

The cost of supports to be delivered by Connect Plan Care are outlined in the Participant’s NDIS Plan under Improved Life Choices, which consists typically of a Plan Management And Financial Capacity Building – Set Up Cost and monthly Plan Management – Financial Administration with all prices being GST inclusive (if applicable).

As part of the initial setup and engagement of services, Connect Plan Care will either communicate with the Participant, or Child Representative / Nominee, by meeting in person, undertake a video conference, email or telephone, and a combination of these.

Subsequent communication will be performed via email or telephone as required between the parties. Prices are subject to change in accordance with the NDIS Act 2013, as allocated in a Participant’s NDIS Plan and relevant Price Guide or Catalogue.

5. Goods and Service Tax (GST)

All prices and figures may be subject to change in accordance with the National Disability Insurance Scheme Act 2013 (NDIS Act) and, in such a case, is beyond the control of Connect Plan Care.

For GST legislation, the Parties confirm that:

• a supply of support 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 (NDIS Act), 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, or Participant’s Representative / Nominee, will immediately notify the provider if a new plan replaces the participant or the participant stops participating in the NDIS.

6. Payments

Connect Plan Care will seek payment for their provision of Financial Intermediary Services directly from the NDIA.

The participant has nominated the Plan Management Provider Connect Plan Care to manage the funding for NDIS supports provided under this Service Agreement. After providing those supports, your provider/s will claim payment for those supports from Connect Plan Care.

7. Connect Plan Care Responsibilities

Connect Plan Care agrees to:

• work with the Participant in the management of payments of their support, including making payments to nominated providers for work undertaken;

• liaise with providers regarding any billing/invoice discrepancies on behalf of the Participant as required, including any potential overspending or insufficient funds if applicable;

• provide the Participant, or their Representative/Nominee, with statements of expenditure as requested. Monthly statements will automatically be sent from relevant software where an email address is provided. Whereby the monthly statement is requested to be posted, the Participant acknowledges that delays in receiving statements may occur;

• review the provision of support at least 3 monthly with the Participant or their Representative/Nominee;

• communicate openly and honestly promptly;

• treat the Participant with courtesy and respect;

• consult the Participant on decisions about how support is provided;

• offer the Participant or their Representative/Nominee the option to access any Participant portal that may be available through any software Connect Plan Care utilises;

• give the Participant, or their Representative/Nominee, information about managing any complaints or disagreements;

• listen to the Participant’s feedback and resolve problems quickly;

• give the Participant the required notice if the provider needs to end the Service Agreement (see ‘Terminating this Service Agreement’ below for more information);

• protect the Participant’s privacy and confidential information; and

• provide support consistent with all relevant laws, including the National Disability Insurance Scheme Act 2013 and rules and the Australian Consumer Law; keep accurate records on the support provided to the Participant.

8. Participant Responsibilities

The Participant or Participant’s Representative/Nominee, agrees to:

• inform Connect Plan Care about how they wish the support to be delivered to meet the Participant’s needs.

• treat Connect Plan Care staff with courtesy and respect.

• talk to Connect Plan Care staff if the Participant has any concerns about the supports being provided by Connect Plan Care or your other Provider/s;

• provide Connect Plan Care with a copy of any updated or revised NDIS Plan as soon as reasonably possible;

• let Connect Plan Care know if you suspend, change or intend to change your provider/s of other support services. Any such changes must be in accordance with the Service Agreement/s that you have with your Provider/s.

• let Connect Plan Care 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, and

• give Connect Plan Care the required notice if the participant needs to end the Service Agreement (see ‘Terminating this Service Agreement’ below for more information).

9. Payment Terms

Connect Plan Care requests that invoices are forwarded within 7-14 business days of the provision of services so that we can closely monitor total spending under the relevant NDIS Plan (from all Providers) against the total budget. Connect Plan Care will endeavour to pay invoices within 7-14 business days (excluding weekends and public holidays) upon receipt of compliant invoices.

10. Changes to the Service Agreement

If changes to the supports or their delivery are required, the parties agree to discuss and review this Service Agreement and any other Service Agreements that this change may impact. The parties agree that any changes to this Service Agreement, or any additional Service Agreement, will be in writing, signed, and dated by the parties.

11. Terminating the Service Agreement

Should either party wish to end this Service Agreement, they must give 28 days written notice. This allows the finalisation of any accounts and the transition of any accounts to the new service provider or themselves if self-managing.

Services by Connect Plan Care will cease should the participant’s NDIS Plan not be renewed, expired, revoked or discontinued.

If either party seriously breaches this Service Agreement, the notice requirement will be waived.

12. Feedback, Complaints and Disputes

Suppose the participant wishes to give Connect Plan Care feedback or is unhappy with the provision of support and wishes to complain. In that case, the Participant or Participant’s Representative can talk to the General Manager, or authorised representative, of Connect Plan Care on:

Business Address: PO Box 695 Moonee Ponds Victoria, 3093

Business Email: hello@connectplancare.com.au

Suppose the participant is unsatisfied or does not want to talk to this person. In that case, the participant can contact the NDIS Quality & Safeguards Commission by calling 1800 035 544 or visiting ndiscommission.gov.au for further information.