Overview

• All clients require an individually completed service agreement that refers to that person’s funding (e.g., NDIS, iCare, Aged Care, or Private).
• Service agreements help ensure clients have an agreed-upon set of expectations regarding what and how services will be delivered.
• A service agreement sets out the responsibilities and obligations of both parties and how to solve any problems should they arise.
• Our service agreement should include:
  • a description of the services that will be provided
  • the cost of those services
  • how, when and where the client requires the services to be delivered
  • how long the client requires the services to be provided
  • when and how the service agreement will be reviewed
  • how we will deal with any problems or questions that may arise, and how we will include the client in this process
  • what the client's responsibilities are under the service agreement—for example, how much notice the client must give if they wish to cancel a service
  • what are our responsibilities under the service agreement—for example, to work with the services to provide services that suit their needs
  • what notice is required if the client or we need to change or end the service agreement, and how this is done—e.g. by email or mail.

• services provided to all clients
• All HWH staff, including key managers, administrators, and home support workers, are

• NDIS (Provider Registration and Practice Standards) Rules 2018 (Cth)
• HWH - NDIS Service Agreement  
• HWH - NDIS Policy and Consents

Policy

• Create a service agreement with a client by arranging a meeting with the client and any other nominated person (such as a family member or friend) to:
  • establish the expectations
  • explain the services to be delivered
  • explain any conditions attached to the provision of those services and why those conditions are attached.
• Each client must be supported in understanding their service agreement and conditions using the language, mode of communication, and terms they are most likely to understand.
• If the service agreement is written, have the client sign it, provide the client a copy, and file the other copy in the client's record. 
  • Where this is not practicable, or the client chooses not to have an agreement, record this and note the circumstances under which the client did not receive a copy of their agreement.

• A service agreement that has commenced may only be changed if the changes are agreed upon in writing, signed, and dated. 

• Our service agreement includes a required notification period if a service is withdrawn or terminated. This notification period is not less than 14 days prior to the service's delivery. 

• If we decide to end a commenced service agreement, we will provide a minimum of 1 month’s notice.
• If a client wishes to end a service agreement that has begun, they must provide at least one month’s notice.
• The 1 month’s notice can be waived if we or the client seriously breach the service agreement.