1. Service Agreement
This NDIS Individual Service Agreement is made for the purposes of providing support services in line with your NDIS funding as agreed to between the parties.
This NDIS Individual Service Agreement is made with the aim of:
Supporting your independence, social and economic participation; and To enable you to exercise choice and control in the pursuit of your goals and the planning and delivery of your supports and services.
Mission you Pty Ltd agrees to provide you with support services in line with your NDIS plan and as set out in the attached Schedule of Supports.
Please understand that if you do not disclose all necessary information this could possibly compromise service delivery and lead to ceasing of support and services with Mission You Pty Ltd.
2. Our Responsibilities
When we sign this Service Agreement, it means we agree to:
Work with you to deliver services that suit your needs and preferences·
Ensure you have access to details of services delivered and the amount charged for those services.
Review the service with you on an agreed basis (at least every 6 months)
Treat you with courtesy and respect.
Involve you in all decisions about how you would like to be supported.
Comply with all relevant laws, including the NDIS Act and rules, and guidelines relevant to funding.
Protect your privacy and personal information.
Keep accurate records on the supports and services provided to you.
Listen to your feedback and resolve problems quickly.
Let you know if we believe another organization/provider may be better suited to provide you with the services you need.
Let you know if there is a potential or actual conflict of interest so that you can make an informed decision in relation to your supports.
Explain our Cancellation Policy and give you information about how we manage complaints about our service and handle incidents.
3. Your Responsibilities
When you sign this Service Agreement, it means you agree to:
Work with Mission You Pty Ltd to ensure our services and supports are meeting your needs.
Treat our staff with courtesy and respect.
Pay for services provided according to the Fee Schedule.
Talk to Mission You Pty Ltd if you have any concerns about the service being provided.
Give Mission You Pty Ltd the required notice if you need to end the NDIS Service Agreement.
Tell us if your NDIS plan changes, is suspended or you stop using the NDIS.
Provide us notice if you wish to cancel a service or support.
Provide a safe environment for home visits.
4. Changing the Agreement
We understand things can change. It is important to keep us informed. We can discuss and review the changes together. A new Agreement can be developed to replace this agreement.
Ending the Service Agreement – you can end this agreement, at any time but you must provide us with two weeks’ notice in writing. An important note, if either you or Mission You Pty Ltd breaches any part of this agreement, the requirement of notice will be waived.
Mission You Pty Ltd agrees to provide you with the supports and services outlined in the Schedule of Service on the final page of this Agreement. The National Disability Insurance Agency (NDIA) adjusts prices annually. By signing this agreement, you are acknowledging that you are aware that Mission You Pty Ltd will adjust the unit of price in line with the current NDIA pricing arrangements.
Mission You Pty Ltd agrees to provide you with the supports and services outlined in the Schedule of Service on the final page of this Agreement and will seek payment for support services after we have provided them.
The way we claim payment for those services will depend on how you manage your funding. The arrangements for each funding type are outlined below. You will need to indicate how you have chosen to manage your funding.
NDIA Managed – If you have nominated the NDIA to manage the funding for supports provided under this Service Agreement, Mission You Pty Ltd will claim payment for those services from the NDIA.
Self-Managed – If you have chosen to self-manage the funding for some or all of your NDIS supports provided under this Service Agreement, Mission You Pty Ltd will provide you with an invoice for services we have provided you. By signing this service agreement, you agree to pay Mission You Pty Ltd invoices by [cheque/cash/EFT] withing 14 days of receiving the invoice.
Plan Managed – You will need to provide the details of your Plan Management Provider who manages the funding for NDIS supports provided under this Service Agreement.
After providing the agreed support services, Mission You Pty Ltd will send your Plan Management Provider an invoice for payment. Your Plan Manager will be required to pay the invoice by [cash / cheque / EFT] within 14 days of receiving the invoice.
Price Guide and Changes
Mission You Pty Ltd will adjust the unit of price in line with the current version of the NDIA Pricing Arrangements and will let you know before.
We want you to have a good understanding of all aspects of Mission You Pty Ltd fees. The NDIA sets price limits for support supports to ensure they provide value for money for participants.
Changes to the set prices are updated to respond to market trends and changes in costs and are generally identified through an Annual Price Review.
The Annual Price Review is undertaken by the NDIA in the lead up to a new financial year, with any new prices outlined in an updated Price Arrangements, effective 1 Jul each year
7. Feedback, Complaints & Incidents
Mission You Pty Ltd welcomes your feedback and complaints to improve the quality of our services. You can send us an email or speak With Sadhna Makhija.
Email: [email protected]
We know it can be hard to raise your concerns or make a complaint so you can submit your feedback or complaint anonymously. We will treat this complaint within our complaint handling process. It will not be possible to provide you with a resolution status if the complaint is made anonymously.
We hope you feel you can raise any concerns you have with our Service Coordinator or Managing Director.
If you would prefer to speak with someone outside of Mission You Pty Ltd, or if you don’t feel Mission You Pty Ltd has handled your complaint adequately you can contact the NDIS Quality & Safeguards Commission on:
1800 035 544; or
via their website www.NDIScommission.gov.au
There are also free Advocacy Services available. We can help connect you to a local Advocacy service or you can find one on the Disability Advocacy Network Australia www.dana.org.au
It can be hard to speak up, please let us know if we can help.
Mission You Pty Ltd wants to provide you with the best possible service. To do this, we need to collect some of your personal information. This could be in a variety of formats including audioand visual. We may need to share this information with other parties, including other service providers.
We will check with you to ensure you know what information we have and whom we may need to share this information with to provide support.
We will treat your personal information with respect and have safeguards in place to protect your privacy. You can be provided access to and can change personal information stored by Mission You Pty Ltd.
We need to obtain your permission, or consent, to obtain and release personal information. There is a Consent Form attached to the Service Agreement.
We will obtain your consent to collect, store and share personal information
required to provide you services.
Spend some time reviewing the parties we have identified. Let us know who Mission You Pty Ltd can share your information with.
You will have access to your personal information and can make changes.
We have robust information management systems in place to safeguard your privacy.
Also, importantly tell us who you don’t want to see your information. We can talk about your concerns.
Consent is not forever, so we will continue to check in with you to ensure you are still happy to share information. You can always change your mind.
If you believe your privacy has been breached, we will handle this breach within our complaint and incident handling process.
9. Conflict of Interest
Mission You Pty Ltd is a direct support provider for therapeutic supports. This has the potential to cause a conflict of interest. The potential is that a provider wants to provide you with supports under many categories. They may do this because they can receive more money from your plan.
We want to ensure you know you have full choice and control over preferred providers. You can choose to use different providers for any of your services.
If you select Mission, You Pty Ltd as your support provider you can choose to use another service provider for your other support services, at any time.
Mission You Pty Ltd has committed to providing you with a choice of providers that best suit your needs and preferences. You can stop another service and continue to receive the support services you choose. If you have concerns, please contact us, and let us know, or you can raise your concerns and complaint with the NDIS Quality and Safeguard Commission [See 8.Feedback, Complaints & Incidents]. We can help you connect to the Commission directly or we can support you to connect with and advocate.
10. Compliance Requirements
Mandatory Reporting – It is mandatory for Mission You Pty Ltd to report instances, allegations or suspicion of abuse, neglect or exploitation. We will provide the information requested by relevant agencies to cooperate with any investigation as required.
NDIS Quality & Safeguards Audit Review – As a NDIS Registered Provider, Mission You Pty Ltd has external audits conducted by Approved Quality Auditors. As part of the audit process, Auditors will review client records. All participants are assumed to have been opted into the NDIS Auditing process.
Please mark the box on the Consent Form attached if you want to OPT OUT of having your records reviewed and / or choose not to participate in the audit.
11. Cancellation Policy
If it is not possible to sign the agreement, both parties agree to accept the Service Booking within a further 48 hours or advise the other of their intention not to accept the booking. This may result in the Service Agreement being cancelled.
Mission You Pty Ltd asks for written notice of at least two weeks if the participant wishes to end the service agreement and terminate services.
This period of written notification is waived if Mission You Pty Ltd has breached any aspect of their responsibilities and/or the participant is not satisfied with any aspect of the service provided.
Mission You Pty Ltd will provide 30 days’ notice to participants if the services are planned to be removed, discontinued, or denied.
Mission You Pty Ltd will only remove, discontinue, or deny services to a participant if:
– the participant has breached their responsibility resulting in an unsafe work practice for Mission You Pty Ltd employees, including exposing the employee to the use of illegal substances,
– the support requirements of the participant are outside of the scope of competency or capacity of Mission You Pty Ltd, or
– if the participant is unable to fund the payment of services provided.
Mission You Pty Ltd is committed to exiting the Participant in a planned manner to support an effective transition out of the service, and into a new service.
Consent to share information to support this transition will always be obtained.
12. Emergency Management & Disaster Planning
It is mandatory for Mission You Pty Ltd to ensure your safety and wellbeing in times of crisis, disaster, and emergencies. As such, alternate emergency arrangements are to be put in place for continuity of supports. The below arrangements and strategies have been reviewed and discussed with you and your support network to ensure your safety.
Workshops trainers and therapists including Hypnosis, Coaching, Counselling, Physiotherapy, Exercise and fitness, therapies/ workshops/challenges, may need to collect and record personal information from you that is relevant to your situation, such as your name, contact information, medical history, and other relevant information as part of providing Hypnosis, other therapies and other workshop services to you. This collection of personal information will be a necessary part of the assessment and suggestions given/treatment provided.Purpose of collecting and holding information.Your personal information is gathered as part of your assessment, and treatment is kept securely and, in the interests of your privacy, used only by your coach/hypnotherapist / other therapist/trainers and the authorized personnel of the practice (as necessary). Your personal information is retained to document what happens from the time of registration, during sessions and enables the coach/therapist/trainer to provide a relevant and informed service to you.I understand that the information collected about me from my participation in this research and sections of any of my personal information and medical notes may be looked at by responsible individuals. I permit these individuals to have access to my records.Here I’m confirming that the information provided by me is accurate, and I’m the responsible person if the therapy doesn’t give valid output because of false or incomplete information provided by me.The consequence of not providing personal informationSuppose you do not wish for your personal information to be collected in a way anticipated. In that case, the Coach/therapist/trainer may not be in a position to provide the personalized /group service to you. You may request to be anonymous or to use a pseudonym unless it is impracticable for the therapist to deal with you or if the therapist is required or authorized by law to deal with identified individuals. In most cases, it will not be possible for you to be anonymous or to use a pseudonym. However, if the therapist permits you to be anonymous or use a pseudonym, you must pay consultation fees at the time of the appointment.Access to client informationAt any stage, you are entitled to access your personal information kept on file, subject to exceptions in the relevant legislation. The therapist/trainer may discuss with your different possible forms of access.You will be going through an internal rapid growth. Be patient and courteous. Be inclusive.This agreement must be acceptable prior to signing up to our Workshop, Training and Coaching sessions.Training (Workshop) timings are designed as per training / workshop requirements for a purpose. You must arrive 10 minutes prior to the training / workshop start time. Joining late or in between the sessions may not be permitted.The use of phones and messages during the training is not permitted. A short break will be provided every hour.Taking photos is permitted during our training. If you have concerns, inform the trainer.Payments must be paid in full before the commencement of the training /workshop.Cancellation PolicyThe workshop fee is payable within 24hrs of registration, the fee as discussed and agreed upon and displayed at the time of booking by Pay ID. This may be subsidized *conditions applyCancellations21 days of prior notification – full refund,7 days prior notification – 50% of the fee is refundable< 7 days – non-refundable,COVID or any medical condition- requires a medical certificate to issue a voucher to enrol in later workshops or as gift cards.Conduct requirements: Talking within yourselves can be distracting for others. Be prepared to respect others and be present to get the value for your training /workshop.Client understands that the result of any coaching, training, therapy and workshops will depend on the ability to take action and to follow the plan to the best of their abilities, communicate clearly with the therapist/coach/trainer and to take responsibility for the results achieved as the therapist/coach/trainer can only facilitate.The responsibility for making the progress is dependent on the client alone as no one else can do it for them.Client agrees to share with the coach all the issues on which client needs assistance. Client agrees that issues not shared with the coach may not be resolved and can impede upon the successful achievement of the client’s goals and objectives.Therapist/Coach/Trainer agrees to use the best efforts to assist the client to resolve issues shared with the coach and agrees to full confidentiality.Client agrees that coach may assign tasks to be done between coaching sessions. The client will give their best effort to fulfil these tasks.Client agrees, if tasks are not done, the outcome of the workshops cannot be predicted.Client understands that the coach is not providing psychiatric, psychological, or medical advice and that coaching should no way replace sound treatment or medications from a licensed health care provider. These workshops are completely holistic services aimed at positive mental and physical being. Your therapist/trainer is not a licenced medical doctor. No medications will be provided. The services you receive are not/may not be licensed in your state as they are not regulated by a governmental body. The therapist/trainer will always provide the services in which they have been trained, and if we find that we cannot help you we will refer you to a licensed person who can assist you further.We welcome and support people of all backgrounds and identities. This includes but is not limited to members of any sexual orientation, gender identity and expression, race, ethnicity, culture, national origin, social and economic class, educational level, color, immigration status, sex, age, size, family status, political belief, religion, and mental and physical ability.Be considerate. We all depend on each other to produce the best work we can with our hands on practice and experiences.Be respectful. We won’t all agree all the time, but disagreement is no excuse for disrespectful behaviour. We may all experience different emotions from time to time, but we cannot allow that to become personal attacks. An environment where people feel uncomfortable or threatened is not a productive or creative one.Choose your words carefully. Always conduct yourself professionally.Be kind to others. Do not insult or put down others. Harassment and exclusionary behaviour aren’t acceptable.Repeated harassment of others. In general, if someone asks you to stop something, then stop. When we disagree, try to understand why. Differences of opinion and disagreements are mostly unavoidable. What is important is that we resolve disagreements constructively. Our differences can be our strengths. We can find strength in diversity. Different people have different perspectives on issues, and that can be valuable for solving problems or generating new ideas. Being unable to understand why someone holds a viewpoint doesn’t mean that they’re wrong.You would reasonably expect your personal information to be disclosed to another professional or agency (e.g. your GP), and disclosure of your personal information to that third party is for a purpose that is directly related to the primary purpose for which your personal information was collected;Disclosure is otherwise required or authorized by law. Your personal information is not disclosed to overseas recipients unless you consent, or such disclosure is otherwise required by law. Your personal information will not be used, sold, rented or disclosed for any other purpose.FeesThe workshop fee is payable within 24hrs of registration, the fee as discussed and agreed upon and displayed at the time of booking by Pay ID. This may be subsidized *conditions applyCancellation Policy21 days of prior notification – full refund,7 days prior notification – 50% of the refund amount< 7 days – non-refundable,COVID or any medical condition- requires a medical certificate to issue a voucher to enrol in later workshops or as gift cards.Pictures and videos will be a part of the workshops. If you do not want your pictures or videos taken, inform the therapist/trainer and get a red dot sticker to reflect on your name batch.I’m permitted to take images of myself and post in on your ads or social media.I have read and understood this Consent Form. I agree to the above conditions for the Coaching / Hypnosis/ training/ workshop service provided by Mission You Pty Ltd. Please note: If, after reading this, you are at all unclear about any of the information provided, don’t hesitate to contact us before your seesion/workshop.