Service Agreement

The NDIS and this Service Agreement

This Service Agreement is made for the purpose of providing supports under the Client's NDIS plan.

A copy of the Client's NDIS Plan may or may not be attached to this Service Agreement.

The 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.

This Service Agreement is for:

a participant in the National Disability Insurance Scheme (Client), and is made between:

The Person that is Authorised to sign this Service Agreement is:

Information Storage and Confidentiality 

The NDIS Commission may collect personal information about you from you, your representative or a third party. Use forms, online portals and other electronic or paper correspondence to collect this information. The NDIS Commission or we as service providers may collect information directly. The NDIS Commission may obtain personal information from other Commonwealth agencies, State or Territory government bodies, or other organisations. From time to time, the NDIS Commission may receive personal information from members of the public without it being requested. The NDIS Commission and we as service providers, will not ask you for any personal information we do not need. 

The Privacy Act requires that we collect information for a reasonably necessary purpose for, or related to, a function or activity of the NDIS Commission. When the NDIS Commission collects personal information, we are required by the Privacy Act to notify you of several matters. These include the purposes for collecting the information, whether the collection is required or authorized by law and any person or body to whom we usually disclose the information. The NDIS Commission generally provides this notification by having Privacy Notices on our paper-based forms and online portals.

LeadsCare Services needs to know that you are happy for your personal information to be collected and stored. We may need to share information about you with other members of your care team. This might include what we are working on and how we are doing it. Only important information relevant to the work that we are doing will be collected, stored and/or shared. In some situations, the law says that information must be shared.

LeadsCare Services is a NDIS Registered Provider. At times, we will be externally audited.  This is a mandatory requirement for all NDIS Registered Providers to ensure the safety and quality of services for Clients. The Audit checks compliance with NDIS standards, including Clients' rights to safety, respect, quality services, and goal achievement. 

LeadsCare welcome the Auditors to review our policies and procedures to make sure we are providing the best possible care to our Clients. Clients are automatically enrolled into the Audit process (Clients may be contacted by the Audit team for interviews and/or have your files, records or plans reviewed to ensure compliance with the NDIS Standards). 

LeadsCare will advise you of any upcoming Audits.

Please click here to access information from LeadsCare Services regarding Privacy and Personal Information

Obtain and Release Information

The Client/Client's Representative authorises LeadsCare Services to obtain and release information related to NDIS Goals and support. LeadsCare Services is authorised to:

• Obtain information and/or records from relevant agencies and individuals, e.g., NDIS, Support Coordinators, treating therapists and/or medical practitioners. Release information and/or records to relevant agencies and individuals.

• Discuss pertinent information with representatives of relevant agencies and individuals as such information relates to the Client. The Client/Client's Representative has the ability to modify or withdraw this consent by advising LeadsCare Services at any time.

• The Client/Client's Representative understands that LeadsCare Services will inform relevant persons prior to releasing information to a third party.

LeadsCare Services occasionally utilises AI-powered software within our video conferencing and telehealth platforms to capture key details from our discussions, including treatment plans, progress updates, and outcomes.

This technology ensures accurate, real-time documentation of our conversations, allowing us to focus more on you and less on manual note-taking. It enhances our ability to provide efficient, high-quality care.

Your consent is essential for us to use this technology. Rest assured that your personal information will be handled securely and in full compliance with the Privacy Amendment (Enhancing Privacy Protection) Act 2012, and the Privacy Act 1988. Please be aware that recorded material in audio and/or visual format and outline can be shared without consent if required by law.

The sole purpose of this AI software is to improve your healthcare experience by making our sessions more productive while maintaining clear and accurate records.

Review frequency: every 90 days or As Required

It is important that you know, you have sufficient time to consider and review your options and seek advice if required, at any stage of support provision, including assessment, planning, provision, review and exit. 

A list of advocates can be provided by LeadsCare Services if you want to access a formal advocate.

Please click here to access information from LeadsCare Services regarding Advocacy

Please advise LeadsCare Services if circumstances change and you wish to revise or review the Supports outlined in this Agreement. 

It is helpful for the LeadsCare Services team to have a copy of the My Profile and Goals sections of the NDIS Plan. This ensures we are working towards your stated goals. It also helps when applying for funding and completing Reports for the NDIS when needed. It is your choice whether or not to provide a copy of all or parts of the NDIS Plan.

ABN: 706 5829 9775

NDIS Provider Number: 4050137774

This service agreement  (Agreement)  outlines the support(s) we may provide to you and the terms that those supports will be provided.

In accordance with our recommendations, based on our assessments and your goals, we have recommended the following supports  (Supports) in this document.

Based on the information you have provided us, we have determined that the Supports are reasonable and necessary for your specific needs.

If any of the information you have provided us is incorrect or incomplete, please let us know as soon as possible.  Failure to provide us with the most accurate and up to date information may result in us recommending Supports which are not suitable for your individual needs.

Where reasonable, we will give you 24 hours’ notice if we need to change a scheduled appointment

The Support Fees set out above are the amounts payable to us before your NDIS Budget is applied.  
You will be required to pay all or part of the Support Fee if your NDIS Budget does not cover all or part of the Supports.

Any other additional expenses are your responsibility and are not included in the cost of the Supports.

We do not manage your NDIS Budget.   We recommend that you confirm how much of the Support Fee your NDIS Budget will cover before receiving the Supports.

The Support Fee is:

(i) inclusive of GST (if applicable);

(ii) within the applicable price limits set under the National Disability Insurance Scheme Act 2013 (Cth) and the NDIS Pricing Arrangements and Price Limits; and

(iii) reviewed and increased in accordance with any changes to the NDIS Pricing Arrangements and Price Limits and you will receive prior notice of any increases in the Support Fee.

Where you require a Report (including a NDIS Progress Report), we require at least two weeks’ notice to prepare the Report. 

This is an Update to your current Service Agreement to reflect the need for further Services.

Please note this is an estimate on Support Worker funding as there may be Evening, Overnight, Weekend or Public Holiday supports required, which is a different rate to Daytime services.

All rates below are for MMM Zones 1-5.
Please review your attached Schedule of Supports PDF
for a more detailed breakdown of your specific circumstances.

Daily Personal Care - Assistance With Self-Care Activities:

We may also provide services under - Assistance with Daily Life:

Support Work is inclusive of, but not limited to, the following services:

• Clinical services and time spent with the Client working towards their NDIS Goals

• Clinically relevant liaison including phone calls/written programs/communication with other health professionals

• Attendance at team meetings/case conferences

• Any reports, forms or letters as required by the NDIS or requested by the Client/Client's Representative

• Cancellation charges for late notice or no show appointments

• Travel to and from appointments
  
  

Please note this is an estimate on Registered Nurse funding amount as there may be Evening, Weekend or Public Holiday supports required, which is a different rate to Daytime services.

All rates below are for MMM Zones 1-5.
Please review your attached Schedule of Supports PDF
for a more detailed breakdown of your specific circumstances.

CORE - Delivery of Health Supports by a Registered Nurse:

Registered Nursing is inclusive of, but not limited to, the following services:

• Clinical services and time spent with the Client working towards their NDIS Goals

• Clinically relevant liaison including phone calls/written programs/communication with other health professionals

• Attendance at team meetings/case conferences

• Any reports, forms or letters as required by the NDIS or requested by the Client/Client's Representative

• Cancellation charges for late notice or no show appointments
  

• Travel to and from appointments
  

Please note this is an estimate on Registered Nurse funding amount as there may be Evening, Weekend or Public Holiday supports required, which is a different rate to Daytime services.

All rates below are for MMM Zones 1-5.
Please review your attached  Schedule of Supports PDF
for a more detailed breakdown of your specific circumstances.

CB Daily - Community Nursing Care: Delivery of Health Supports by a Registered Nurse:

Registered Nursing is inclusive of, but not limited to, the following services:

• Clinical services and time spent with the Client working towards their NDIS Goals

• Clinically relevant liaison including phone calls/written programs/communication with other health professionals

• Attendance at team meetings/case conferences

• Any reports, forms or letters as required by the NDIS or requested by the Client/Client's Representative

• Cancellation charges for late notice or no show appointments

• Travel to and from appointments

Please note this is an estimate on Clinical Nurse funding amount as there may be Evening, Weekend or Public Holiday supports required, which is a different rate to Daytime services.

All rates below are for MMM Zones 1-5.
Please review your attached   Schedule of Supports  PDF 
for a more detailed breakdown of your specific circumstances.

CB Daily - Community Nursing Care: Delivery of Health Supports by a Clinical Nurse:

Clinical Nursing is inclusive of, but not limited to, the following services:

• Clinical services and time spent with the Client working towards their NDIS Goals

• Clinically relevant liaison including phone calls/written programs/communication with other health professionals

• Attendance at team meetings/case conferences

• Any reports, forms or letters as required by the NDIS or requested by the Client/Client's Representative

• Cancellation charges for late notice or no show appointments

• Travel to and from appointments

LeadsCare will draw from your NDIS Plan for travel time (labour) and travel distance (non-labour travel costs) required for the therapist to meet you at your home or in the community to provide services. 

Travel time and distance (charged at a rate of $1.00 per kilometre) meet the requirements of the current NDIS Pricing Arrangements and Price Limits and is based on the Modified Monash Model (MMM) zone. More information can be found on the  following link (click here). 

Travel charges will appear on your invoice in two separate charges, as:

• Provider non-labour travel ($1.00/km)

• Therapy supports - Travel (hourly rate dependent on service)

LeadsCare will help you to minimise travel costs as much as possible.
We will take appropriate steps to make sure travel costs remain reasonable. 

Please note the non-labour travel amount is NOT included in the calculations in the Schedule of Supports above.

Outstanding fees need to be paid prior to further services being provided. If fees are not paid, LeadsCare Services may contact the following (where applicable) to recover the outstanding debt:

Plan Manager, Support Coordinator, LAC/NDIA, Debt collector.

The Client/Client's Representative will be liable for any outstanding debts that are not payable by the NDIA and also the costs associated in recovering such debts.

LeadsCare Services Responsibilities: 

LeadsCare Services agrees to:

• Review the provision of supports at least three (3) monthly with the Client;

• Once agreed, provide supports that meet the Client's needs at the Client's preferred times;

• 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;

• Ensure that there is no conflict of interest and inform the Client if there are any potentials;

• Provide the supports that meet your needs at the preferred times;
  

• Listen to the Client’s feedback and resolve problems quickly;
  

• Give the Client a minimum of 24 hours notice (when possible) if LeadsCare Services has to change a scheduled appointment to provide supports;

• Keep personal information private;
  

• Keep you safe and ensure the safety of others;

• Review your Support Plan and Service Agreement when your circumstances change;

• Provide documents into the NDIS PORTAL as required;

• Provide you with a copy of any update support plan as soon as it is practicable;
  

• Train staff to meet your needs and circumstances;
  

• Give the Client the required notice if LeadsCare Services needs to end this Service Agreement (see " Ending this Service Agreement" below for more information);
  

• Protect the Client's privacy and confidential information, including the Client's data, health information and other personal details gathered during the intake process. We will ensure that your information remains private during the delivery of our services;
  

• 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; 

• Will issue invoices and statements of the supports delivered to the Client as per the NDIA Terms of Business for Registered Providers as requested;

• Attend all scheduled meetings relevant to the implementation of the plan;
  

• Develop behaviour support plans within the NDIS required timeframes;
  

• Discuss any identified risks with the recommended strategies including any risks to successful outcomes; and

• Develop and maintain systems and processes that support the Client to provide feedback on our services.

Please click here to access information from LeadsCare Services regarding Duty of Care and Safeguarding Against Abuse 

Responsibilities of the Client/Client's representative:

The Client/Client's representative agrees to:

• Provide consent for the Therapist to communicate with all relevant parties , e.g., next of kin, medical and health professionals, equipment suppliers, the NDIS, your Advocate, your Support Coordinators, your Local Area Coordinators and your Plan Management Agency etc;
  

• Communicate openly and honestly with your Therapist;
  

• Treat LeadsCare Services workers with courtesy and respect;
  

• Provide accurate information and documents to inform the assessment and Plan design. This is inclusive of being transparent about previous services and interventions conducted with the Client;
  

• Provide the Therapist with any incident reports developed in relation to the Client, including any NDIS Reportable Incidents;
  

• Give a minimum of 48 hours’ notice if an appointment needs to be cancelled or rescheduled. Note:  Cancelation Fees may apply when the Therapist has not been notified within 48 hours or when the Client is not present at the agreed upon time/location;

• Be responsible for the payment of services, adhering to LeadsCare Services 14-day payment terms from date of invoice received. Failure to do may result in cessation of services until accounts are paid in full; and

• Inform LeadsCare Services immediately if the Client’s NDIS Plan has been suspended, superseded by a new Plan or if no longer a participant in the NDIS.

In the event of an Emergency and/or Disaster, the LeadsCare Services team will be required to follow the individualised Emergency and Disaster Plan that has been developed for your unique situation.

LeadsCare Services payment terms are  14-day pay terms from date of invoice received .
If invoices are outstanding, we may pause or cease services until accounts are paid in full.

LeadsCare Services will claim for services delivered directly from the NDIS.

The Client/Client's Representative will need to call the NDIS on 1800 800 110 
and  endorse  LeadsCare Services as a provider on their Plan.

Our NDIS Registration Number is:  4050137774

This applies to each Plan period, even if there have been services with LeadsCare Services in the last Plan.

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's 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.

At Leads Care Services we value consistent and high quality intervention. If you need to cancel an appointment it is recommended it occur 24 hours before your appointment to avoid a cancellation fee.

If you contact LeadsCare Services without 24 hours notice prior to your appointment or on the day of your appointment you will be  charged for the full amount of the scheduled service fee to your account and payment due at your next appointment.

LeadsCare Services at its sole discretion may waive the cancellation fee pertaining to certain situations where the notice period was unavoidable such as hospitalisation.

Should your therapist arrive at your scheduled appointment and the Client / Client's Representative are not at home or at the location of the appointment with no prior notice, the scheduled session including travel will be charged at 100% of the scheduled fee for that session and any corresponding travel. Where LeadsCare Services 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 in a 12-month period, LeadsCare Services will initiate contact with the Client's Representative and their support network to establish the supports we are providing are best suited to the family dynamics and the needs of the person.

It is a requirement that any Behaviour Support Plan including those with regulated restrictive practices is uploaded to the NDIS Commissions platform within set timelines. This is a requirement as per the NDIS (Restrictive Practice and Behaviour Support) Rules 2018. The timelines stipulate that an Interim Plan must be completed within 1 month of engagement and a Comprehensive Plan must be completed within 6 months of engagement.

Engagement with LeadsCare Services is defined as  when the first meeting with the practitioner occurs, or where relevant when a restrictive practice has been identified through assessment or observations. In the later case, the timeline will begin at time of identification of the practices. 

LeadsCare Services recognises that life can be busy, and this may mean that restrictive practices are not always identified immediately, or that assessment meetings can be coordinated in a timely fashion. If a delay to the timeline has been clinically indicated, LeadsCare Services will communciate this delay with you, and notify the NDIS Commission. 

If you do not agree with the above, please contact us prior to signing this Service Agreement.

Should there be a change in support requirements not included in this service agreement, consultation will occur between the parties. The parties agree that any changes to the supports or delivery will be in writing, signed and dated by the parties.

LeadsCare Services maintains the right to amend the Service Agreement from time to time in line with the NDIS guidelines. This includes but is not limited to the schedule of supports, price structure, travel and cancellation policies. Where an amendment is to be made in relation to these items LeadsCare Services will provide the participant with written confirmation; and a notice period of 14 days prior to any changes being implemented.

LeadsCare Services  maintains the right to cease services based on the following termination conditions:

• Three instances of cancellation of a scheduled appointment without the minimum 48 hours' notice;

• Incorrect or incomplete disclosure of risks during initial risk assessment screening;

• Sexual harassment and other discriminatory behaviour towards provider staff;

• Violence, abuse or threats (verbal or physical) towards provider staff, and

• Conditions of this service agreement are breached.

Should either party wish to end this Service Agreement, they must give 30 days notice. 
The notice requirement will be waived if either party seriously breaches this Service Agreement.

Please click here to access information from LeadsCare Services regarding Feedback and Complaints

LeadsCare Services acknowledges the importance of feedback from Clients and their Representatives. Feedback is used to inform improvements or adjustments to our delivery of services. Initially, feedback and compliments should be delivered to your Practitioner. 

Please then use our online form:  Online Complaint & Feedback Form (click here).

If you do not wish to use the Form or you would like to further escalate the matter, this can be done in writing to:

The Directors (Molly & Tinashe Chivhoko) at 

43 Sally Crescent, Nirimba, QLD 4551 or email  admin@leadscareservices.com.au

In situations where the matter cannot be resolved by LeadsCare Services and the Client/Representative, complaints to the NDIS Commission can be lodged:

• online at www.ndiscommission.gov.au; or

• by phone on: 1800 035 544.

We are dedicated to Closing the Gap and improving health outcomes for Aboriginal and Torres Strait Islander peoples. We strive to build strong, culturally safe partnerships with local Aboriginal communities, organisations, and health services. 

We are committed to providing culturally safe, respectful services and creating a welcoming environment for Aboriginal and Torres Strait Islander individuals, their families, and communities. We also support and value Aboriginal and Torres Strait Islander people within our workforce. 

Our service is firmly committed to eliminating all forms of racism and ensuring equitable access to healthcare, contributing to better health outcomes for Aboriginal and Torres Strait Islander peoples.

The Client/Client's Representative agrees to:

• Authorise LeadsCare Services to provide allied health support, which may include assessment, intervention and providing recommendations, resources and training as appropriate to goals;

• Understand the results of the assessment and understand the recommendations will be discussed with the participant and/or representative, and

• Understand that services provided by LeadsCare Services are in line with the NDIS price guide and will reflect the costings in the price guide.

It is important that you know, you have sufficient time to consider and review your options and seek advice if required, at any stage of support provision, including assessment, planning, provision, review and exit. Advocacy options are available.  A list of advocates can be provided by LeadsCare Services if you want to access a formal advocate.

By signing this agreement you (or your Parent/Guardian/Client Representative as applicable) agree to:

(i) immediately notify us if the NDIS Plan is replaced by a new plan or you stop being a participant in the NDIS;

(ii) communicate with us in an open, honest, and timely manner, including notifying us of any changes to your personal circumstances which may impact the way that we provide the Supports to you;

(iii) respect the rights and safety of our employees and contractors, including ensuring the workspace is tidy, providing a smoke-free workspace and controlling or restraining pets;

(iv) monitor spending against your NDIS Budget to ensure there are sufficient funds to pay for the agreed Supports provided; and

(v) pay the Support Fee where your NDIS Budget does not cover all or part of the Support Fee. 

By signing this agreement you (or your Parent/Guardian/Client Representative as applicable) acknowledge and understand that: 

(i) you are responsible for paying the Support Fee if the Support Fee is not covered by your NDIS Plan; 

(ii) we may increase the Support Fee from time to time by providing you with reasonable prior notice; and 

(iii) abusive or inappropriate behaviour towards staff is not tolerated and may result in the cancellation of your appointments. 

Please advise what details you need changed in this document for it to be correct.

We will then send back an updated amended copy of this Service Agreement back to you for consent and signature.

By signing this Agreement, you agree to all of the information included. 

Please note, if we do not receive back a signed copy of this Agreement and the Client continues to attend appointments after receiving, it is implied the Client / Client's Authorised Representative have accepted the terms within this Agreement. 

I have read & understood this Service Agreement and understand each item listed within. I understand LeadsCare Services will be engaged to provide services that it is entitled to receive payment in return.

I confirm that authority has been delegated to me the undersigned, to represent the Client and execute this Agreement as the Client's Authorised Representative. 

Signed on behalf of:

LeadsCare Services