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Finding and making agreements with NDIS providers
Just like any relationship involving goods and services, highlighting a detailed agreement before starting goes a long way. A service agreement details what, how and when support and services you are expected to receive. The agreement helps manage relationship and creates transparency as it guides and protect both the participant and provider. As a result, we have detailed a handy checklist and Prime Assist Services forms for you to help you have a clear agreement with us.
Step 01
Getting
a provider
Getting to know whether you are dealing with a quality provider is not an easy task. There are methods you can apply to help you in your search.
Research well
- Research on a number of organisations and individuals online
- Ask your local council about transport and community engagement programs
- Contact providers and question them on their services
Be sure to know what you want and do not hesitate to ask questions
- Be clear about what you want (how often do you need services, where do you need them, what time of the day or week)
- Ask them they handle changes – what are their arrangements for scheduling services, cancelling or changing shifts. Do they charge you for changes?
- Know your expectations (your preferences about the way their staff work with you)
- Ask them what they offer – how do they deliver services, what other services do they have?
Check if they are qualified?
- If you are self-managing, your provider doesn’t have to be registered with NDIS BUT…
- They need to have acquired the right qualifications and experience and can provide a high quality of support
- Make sure they are equipped with skilful-professional staff. Do they specialise (or do you need them to specialise?). Are they qualified?
Communication and customer service
- Communication – Do they speak your language? Do they seem interested to hear about what you want? Do you think they are listening to your requests?
- Customer service – do they give clear information about what they have to offer and how you can access it? Are you clear about the next steps?
Retry at all times
- We can understand that you may have been with a specific provider for a period of time and that it might seem easier to stay with the same provider
- The opportunity to try something new can be rewarding and set you on a new path!
- It can also be part of your learning process as you take on life’s journey. Gaining experience in how provider’s work will benefit you in the end
- So, now you have screened your list to your preferred shortlist. You want to go with a particular service provider. What needs to happen next? You will need a service agreement
Step 02
What your
agreement should
look like
Your service agreement should include:
Personal details
- Your name, home address, contact address and NDIS number
- The provider’s name, home address, contact address, ABN number and NDIS provider number (NDIS provider number is required only if they are NDIS registered)
Supports and service to be delivered
- Your primary goal should be goal you set with your service provider that you will work towards
- Type of supports that will be delivered
- Cost of the supports (hourly, daily, item rate) and whether it includes GST (Most services for NDIS do not include GST, but further information about the NDIS and GST can be accessed on the Australian Taxation Office website)
- How, when and where the services will be provided (for example face to face, every Tuesday and Thursday, in your home)
- How long the supports will be provided (for example, twice a week for 3 hours, for the next 12 months)
- You may want to include the relevant part of your NDIS plan that applies to the services or supports
Options for reviewing the service agreement
- When and how your Service Agreement will be reviewed (identify the date the review will take place and who will conduct it)
- How problems that may arise can be managed (the provider should be able to provide you with a relevant policy and contact for raising an issue with their organisation, as well as options for an independent party if the problem is serious)
Responsibilities of both parties
- Statement by service provider about their responsibilities under the service agreement, for example to provide you services according to relevant safeguards, quality assurance, and in line with your expectations including the way you want your services or support to be delivered
- Statement of your responsibilities under the service agreement including giving notice if you cannot make an appointment in advance
- The method you or your provider should use to change or end your service agreement (for example, in writing, or by agreement, and preferably include a timeframe)
Speak with our
experienced staff
Prime Assist Services are NDIS professionals,we are known to work with a host of providers and relate with participants on all issues related to NDIS.
If you have any questions please contact our staff so they can assist you in getting a better suitable NDIS deal.