USEFUL INFORMATION FOR OUR PARTICIPANTS
WHAT IS A
SERVICE AGREEMENT
A Service Agreement is a document for you
and your service provider.
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The Service Provider is the organisation or
person that provides you with supports.
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The Service Agreement is a good way to make sure
you receive the services that are right for you.
HOW TO MAKE
A SERVICE AGREEMENT?
Having a Service Agreement is a helpful way to make sure you have everything in writing if any problems occur.
You can ask another trusted person to enter into the Agreement for you. This might be a family member, carer, friend or other person.The trusted person can speak for you.
It's a good idea to take a copy of your NDIS Plan to any meetings you have about your Service Agreement.
If you want to, you can attach a copy of your NDIS Plan to the Agreement.
WHAT SHOULD THE SERVICE AGREEMENT INCLUDE?
The Service Agreement should include information about the supports you receive.
What type of supports you need?
How you want the supports?
Who you want to work with you?
When you need supports?
How long you will need the supports?
What is expected of your service provider?
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How you can end or change the Agreement.
What you can do if any problems occur.
How much the service costs?
When you pay
How to pay
Provider will talk to let you know:
Your rights
What supports will be provided
Your responsibilities
Their responsibilities
Of any considerations
(if required)
We only share your information if you say ‘Yes’, or if there is a situation that makes us.
We only share your information
with a trusted person
when we need to so you can be safe
with your permission to provide required information to NDIS or other government organisations
When asked to share your information you can so ‘No’ or opt out of sharing it.
We keep your information safe so only those you say can see it.
You have several rights with your information:
The right to see a copy of the information we hold about you.
The right to have inaccurate or incomplete information corrected by us.
The right to object to any information you think is inaccurate.
If you want to see your information, just ask your trusted person who will ask us.
WHAT DO YOU KNOW ABOUT PRIVACY OF YOUR INFORMATION?
We store information like;
Your name, address and phone number.
People who you are close to (mum, daughter…etc).
Details about why and how we are helping you.
This helps us to support you, and to check the quality of our services. We are responsible for keeping your information safe.
We use your information so we can work with you to design supports to suit you.
HOW TO FILE A COMPLAINT
OR GIVE FEEDBACK?
It is okay to complain if you are not happy.
Tell us when you are upset about:
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Your supports
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Workers
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Holistic Support Services
To complain or provide feedback you can contact our directors:
Phone: 0410404900 or 0422670488
You can ask an Advocate to help you.
An Advocate is someone who speaks up for you if you cannot speak up for yourself.
Not sure who to help you?
Talk to the Service Manager who will help you find someone.
We want you to tell us if you're upset about:
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Supports you receive
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Our staff
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Holistic Support Services Pty. Ltd.
We will keep anything you say private.
Not Happy?
You can tell: NDIS Commission
1800 03 55 44 (This is a free call from landlines) Or online
We record what is said and done during the incident including:
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Description of what happened.
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Who saw the incident?
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When you told the worker.
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Management is told what happened.
WHAT HAPPENS WHEN THERE IS AN INCIDENT?
What is an Incident?
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Any time a provider caused you harm.
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Any time a provided could have caused you harm.
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When you hurt someone else.
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When someone feels that you are going to hurt them.
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A reportable incident (death, serious injury, abuse, neglect, sexual misconduct, restrictive practices).
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