NDIS Service Agreement

This service agreement is for support services for a participant in the National Disability Insurance Scheme NDIS, and the agreement is made between:

The participant named in the NDIS intake form and the provider Queen of Clean

This Service Agreement is made for the purpose of providing supports under the clients NDIS plan.

A copy of the clients NDIS Plan is not attached to this Service Agreement, as has not been provided to Queen of Clean. All 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 client of people with disability; and
enable people with a disability to exercise choice and control in the pursuit of their goals and the planning and delivery of their supports.
NDIS plan to be provided to Queen of Clean

3. Schedule of supports

Queen of Clean agrees to provide the client domestic cleaning services. The support is billed under NDIS Item number 01_020_0120_1_1 as per the NDIS Pricing Arrangements and Price Limits and will increase in line with NDIS increases. All prices are GST inclusive (if applicable) and include the cost of providing the supports. Additional expenses (i.e. things that are not included as part of a client NDIS supports) are the responsibility of the client / clients representative and are not included in the cost of the supports.

4. Queen of Clean Responsibilities

Queen of Clean agrees to:

review the provision of supports at least annually with the client.
once agreed, provide supports that meet the client's needs at the client's preferred times wherever possible.
communicate openly and honestly in a timely manner.
treat the client with courtesy and respect.
consult the client on decisions about how supports are provided.
give the client information about managing any complaints or disagreements and details of Queen of Clean cancellation policy.
listen to the client’s feedback and resolve problems quickly.
wherever possible give the client 24 hours’ notice if Queen of Clean has to change a scheduled appointment to provide supports.
give the client the required notice if Queen of Clean is to end this Service Agreement (see "Ending this Service Agreement" below for more information);
protect the client's privacy and confidential information.

provide supports in a manner consistent with all relevant laws, including the NDIS Act 2013 and Rules, and the Australian Consumer Law.
keep accurate records on the supports provided to the client; and
will issue invoices and statements of the supports delivered to the participant as per the NDIA Terms of Business for Registered Providers as requested
5. Responsibilities of the client / client representative

The client / client representative agrees to:

inform Queen of Clean about how they wish the supports to be delivered to meet the client needs., treat Queen of Clean workers with courtesy and respect.
talk to Queen of Clean if the client has any concerns about the supports being provided;
give Queen of Clean the required notice as per NDIS guideline if the client cannot make a scheduled appointment, noting that Queen of Clean's cancellation policy will apply;
give Queen of Clean the required notice if the client needs to end this Service Agreement (see 'Ending this Service Agreement' below for more information); and
let Queen of Clean know immediately if the client NDIS plan is suspended or replaced by a new NDIS plan, or the client stops being a participant in the NDIS.
6. Payments

Queen of Clean will seek payment for their provision of supports after the supports have been delivered.

SELF MANAGED - The client / client representative has chosen to self-manage the funding for NDIS supports provided under this Service Agreement. After providing those supports, Queen of Clean will send the client / client representative an invoice for those supports for the client / client representative to pay. The client / client representative will pay the invoice by direct debit / EFT within 7 days. NDIA MANAGED - The client has nominated the NDIA to manage the funding for supports provided under this Service Agreement. After providing those supports, Queen of Clean will claim payment for those supports from the NDIA. PLAN MANAGED - The client has nominated the Plan Management Provider to manage the funding for NDIS supports provided under this Service Agreement. After providing those supports, Queen of Clean will claim payment for those supports from the plan manager provided in the electronic intake form.

7. Changes to this Service Agreement

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

8 Ending this Service Agreement

Should either party wish to end this Service Agreement they must give 2 weeks’ notice. If either party seriously breaches this Service Agreement the requirement of notice will be waived.

9. Feedback, complaints and disputes

If the client wishes to give Queen of Clean feedback or is not happy with the provision of supports and wishes to make a complaint, the participant can email admin@queenofclean.net.au

If the client is not satisfied or does not want to talk to this person, at any time, they can make a complaint to the NDIS Commission. Complaints to the NDIS Commission can be lodged:

online at www.ndiscommission.gov.au; or
by phone on: 1800 035 544.
10. Goods and Services Tax (GST)

For the purposes of GST legislation, the Parties confirm that:

a supply of supports 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 NDIS Act, in the client's NDIS Plan currently in effect under section 37 of the NDIS Act;
the client's NDIS Plan is expected to remain in effect during the period the supports are provided; and
the client / client representative will immediately notify the provider if the client's NDIS Plan is replaced by a new plan or the client stops being a participant in the NDIS.

11. Cancellation Policy

At Queen of Clean we value and high-quality intervention. If you need to cancel an appointment it is recommended it occur 24 hrs before your appointment to avoid a cancellation fee. If you contact Queen of Clean within 24hrs of your appointment or on the day of your appointment there will be a cancellation fee of 100% Where Queen of Clean cancels a support due to operational reasons, the service will be rescheduled at no penalty to either party. Where multiple cancellations or no shows occur, Queen of Clean will initiate contact with the participant to attempt re-engagement and liaise with the plan manger where applicable

[13. Schedule of supports

I/we agree to pay for domestic cleaning services provided by Queen of Clean through claiming against the National Disability Insurance Scheme (NDIS) service plan from the date that the electronic intake and service agreement document was lodged (digital lodgement and signature) by the participant or the participants representative.

Cancellation charges for late notice or no-show appointments
Queen of Clean reserves the right NOT to provide service or to cancel any future appointments for the client if you do not have sufficient funds in your plan or the plan expires. Any service fees not met by NDIS will be covered by your client / client representative.

Queen of Clean's standard terms and conditions link in the NDIS intake form apply to all clients of Queen of Clean in addition to any and all NDIS specific conditions.