Service Agreements:

The fine print…

A Service Agreement can be made between:

  • A participant and a provider or
  • A participant’s representative and a provider. A participant’s representative is someone close to the participant (family member, friend, or support manager under NDIS/Aged care)

Having a written service agreement to allows for transparency regarding service provision, and what services have been agreed upon. Service agreements help make sure the participant and provider have the same expectations of what supports will be delivered and how they will be delivered.

A Service Agreement is made in the best interest of the participant and aims to:

  • support the independence, social and economic participation of individuals, and
  • enable individuals to exercise choice and control in the pursuit of their goals and the planning and delivery of their supports.

Schedule of supports

The provider agrees to provide the participantfrom the beginning of the service agreement until at least the end of the current plan.


The supports and prices are set out in the attached ‘Schedule of Supports’.


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 Participant’s NDIS supports) are the responsibility of the participant/ participant’s representative and are not included in the cost of the supports. Examples include entrance fees, event tickets, meals, etc.

Responsibilities of the provider

The provider agrees to:

  • Review the provision of supports at least 1 x annually (where required) with the participant
  • Once agreed, provide supports that meet the participant’s needs at the participant’s preferred times
  • Communicate openly and honestly in a timely manner
  • At all times treat the participant with courtesy and respect of cultural, religious and personal beliefs and values.
  • Consult the participant regarding decisions about how supports are provided
  • Give the participant information about managing any complaints or disagreements and details of the provider’s cancellation policy (if relevant)
  • Listen to the participant’s feedback and resolve problems quickly
  • Give the participant a minimum of 24 hours notice if the provider is required to change a scheduled appointment to provide supports (wherever possible).
  • Give the participant the required notice if the provider needs to end the Service Agreement (see ‘Ending this Service Agreement’ below for more information)
  • Protect the participant’s privacy and confidential information, through use of encrypted storage of files and notes
  • Provide supports in a manner consistent with all relevant laws and regulations, including the Australian Consumer Law; keep accurate records on the supports provided to the participant
  • Issue regular invoices and statements of the supports delivered to the participant as per the Terms of Business for Registered Providers.

Responsibilities of the participant or their representative

The participant/participant’s representative agrees to:

  • Inform the provider about how they wish the supports to be delivered, to meet the participant’s needs
  • Treat the provider with courtesy and respect
  • Discuss with the provider if the participant has any concerns about the supports being provided
  • Give the provider a as much notice as possible if the participant cannot make a scheduled appointment
  • Give the provider the required notice if the participant needs to end the Service Agreement (see ‘Ending this Service Agreement’ below for more information), and
  • Let the provider 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.

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.

Ending this Service Agreement

Should either party wish to end this Service Agreement they must give 14 days notice. If either party seriously breaches this Service Agreement the requirement of notice will be waived.

Goods and Services Tax (GST)

A supply to a NDIS participant is GST-free if all of the following requirements are met:

  • the NDIS participant has a NDIS plan in effect
  • the supply is of reasonable and necessary supports that are specified in the statement of supports in the participant’s NDIS plan
  • there is a written agreement between Panacea Occupational Therapy and the NDIS participant/representative
  • it is a supply covered by one of the schedules in the GST-free Supply (National Disability Insurance Scheme Supports) Determination 2017

Feedback, complaints and disputes

Feedback to the facility

If the participant wishes to give the provider feedback (positive or negative in nature), the participant may contact the business on the details below:

  • Person: Katia Bredin or Einasleigh Happer
  • Phone: 0493651582
  • Email:
Feeback to the NDIS

If the participant is not satisfied, or does not want to discuss feedback with the provider, the participant can contact the National Disability Insurance Scheme Commission:

Feedback to the practtitioners governing body

If the participant would like to contact the practitioners professional governing body they can use the following contacts:

Travel Policy

Travel by the practitioner for consultation with the participant and/or participants carer, health care team or supports is a billable item under the NDIS and aged care packages.


Collaborative Health Murrumbidgee will attempt to schedule more than one client where possible, to reduce travel costs.


It is the policy of Collaborative Health Murrumbidgee that the total time travelled by the practitioner will be divided equally by the number of clients seen on the day.


This is in an attempt to reduce costs associated with service provision for participants in rural and regional areas, and allow for travel time for practitioners willing to travel to these areas to provide services. 


Where a practitioner uses their personal vehicle for travel, there will be a charge per km to the participants consultation at a rate of $0.85/km. This is in line with the NDIS rate and is directly reimbursed to the practitioner for their vehicle use

Cancellation Policy

Our cancellation policy has been developed in accordance with the National Disability Insurance Agency (NDIA) cancellation guidelines. A short notice cancellation will be charged at 100% of the agreed support price, if you:

  • do not show up for a scheduled support within a reasonable time, or are not present at the agreed place (and within a reasonable time) when the provider is travelling to deliver the support; or
  • have given less than seven (7) clear days’ notice for cancellation of a support.

For supports delivered in a group setting:

  • If you cancel your attendance (with less than 7 days’ notice) and we are unable find another participant to attend the group session in your place, then we are permitted to bill you for the short notice cancellation at the previously agreed rate you would have billed if you had attended the group. All other participants in the group will also be billed as though all participants have attended the group.

If you need to cancel a service, please make sure you call or email directly to your applicable service area, to ensure the cancellation guidelines are adhered too.

Where there is a specific risk that a participant will frequently make short-notice cancellations for a support due to the nature of a person’s disability or the nature of the support (e.g. behaviour intervention supports), the provider should make individual arrangements to minimise the number of cancellations.

No fee is payable by the NDIA or the participant, for cancellation by a provider or due to the provider’s failure to deliver the agreed supports, unless previously agreed to and documented in the Service Agreement with the participant.