Better Balance Plan Management

Service Agreement

 

This Service agreement is a written agreement between Better Balance Plan Management and you (the NDIS participant), which defines the terms of our agreement and the way in which we will support you with your requirements.

 

1. Schedule of Services:

Better Balance Plan Management agrees to provide the relevant services as per your NDIS Plan. Invoices may include line items for set-up and training as required. 

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2. Responsibilities of Better Balance Plan Management:

Better Balance Plan Management agrees to:

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a. Review the provision of services, to ensure they meet requirements.

b. Communicate with you, with regards to your NDIS service requirements in an open, honest and timely manner

c. Ensure that your personal information is handled and stored in a way that protects your privacy

d. Provide the services in accordance with relevant laws, including the National Disability Insurance Scheme Act 2013 and rules, and the Australian Consumer Law.

e. Keep accurate records on the Services provided.

f. Supply an invoice to you for any Self– Managed components.

 

3. Responsibilities of the Client or Representative:

The Client or Representative agrees to:

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a. Nominate Better Balance Plan Management as a provider for Assistive products for personal care and safety, (or as directed by the provider) on the NDIS Portal as required

b. Advise Better Balance Plan Management on how the services will be paid for (selfmanaged, Agency/NDIS Managed, Plan Management Provider) and supply all relevant information required for invoicing purposes

c. Inform Better Balance Plan Management about how they wish the services to be delivered to meet the client needs.

d. Advise Better Balance Plan Management if there are any changes, including contact details.

 

4. Payments:

Better Balance Plan Management will seek payment for the services that have been provided, in line with the National Disability Insurance Agency price guide, at the date of service.

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5. Changes to your Service Agreement:

If changes are required to be made to this Service Agreement, both yourself and Better Balance Plan Management must agree, and all changes must be in writing, signed and dated by both parties.

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6. Ending this Agreement:

Should either Party wish to end this Service Agreement they must give 30 days notice in writing. 

 

7. Providing Feedback and Complaints:

The NDIS Complaints Management and Resolution Rules 2018 provide clear guidance on your rights and responsibilities. We are required to ensure that we implement and maintain a system to manage and resolve complaints in a way that is easy for you to use and fair and efficient. If you, your family or care-provider or advocate wish to provide feedback or make a complaint, you can do so in a number of ways.

- Phone: 0488 843 463

- Emailing: info@betterbpm.com.au

- Talking to any staff member and ask them to help you make a report.

- Via the NDIS Quality and Safeguards Commission portal at: https://www.ndiscommission.gov.au/about/c omplaints

- Calling The NDIS Commission on 1800 035 544

 

When you provide feedback or make a complaint, your complaint will be registered on our Complaints Register and a staff member will review your case and reach out to you to discuss your complaint and work with you to find the best outcome.

 

8. Incident Management:

As a registered provider, the NDIS Incident Management and Report Incident Rules require us to track incident and manage the reporting of certain incident types to the NDIS Quality and Safeguards Commission. For more information regarding our incident management policies and procedure talk to one of our staff. In times of emergency and disaster, every effort will be made to continue to offer services. Where services are likely to be disrupted Better Balance Plan Management will communicate with the client and endeavour to find alternative solutions to ensure continuity of service where possible.

 

9. Privacy:

If you feel your personal data has not been appropriately managed by Better Balance Plan Management, you have several options available to you including: Making a Complaint (refer para 6); or lodging a complaint to the Privacy Commission via: https//www.oaic.gov.au/privacy/privacycomplaints/

 

10. Service Bookings:

You, the client and/or your Representative authorises Better Balance Plan Management to process and approve a Service Booking (nominate the type of service, dates of service and funding to be allocated to a given provider) on the myPlace Portal.

 

11. Authorisation for this Service Agreement:

The client and the person you have nominated to act on your behalf, known as your Representative, acknowledges:

 

a. You have read and understood the Service Agreement document set out by Better Balance Plan Management

b. You have signed this Service Agreement voluntarily