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Your G8Way ... To Customer Focussed Support

Seeing the NDIS Participant as a customer is a new way of working in the disability services marketplace. As a customer the NDIS Participant will expect to be treated with the same respect as any customer would.

In this section, you will learn about customer-focussed service, supporting the Participant to meet their NDIS plan outcomes, providing choice and control and ensuring value for money.

Service Agreements

Prior to the NDIS, service agreements were contracts between governments and service providers that delivered specialist disability services to a small proportion of the people with disability who needed support.

Now, every person who is eligible receives a Plan and may access supports from an NDIS service provider. In order to access supports, parties will need to enter into a Service Agreement that sets out how the supports will be delivered to achieve the Participant’s goals.

Legislation provides the parameters for the NDIS, privacy and consumer environments. NDIS plans tell us what us what funding is allocated to the services and supports that align to specific goals. Service Agreements outline who is delivering which supports.

The National Disability Insurance Scheme

The NDIS (the Scheme), the NDIA (the Agency, that administers the Scheme) and the NDIS Quality and Safeguards Commission (the NDIS Commission, that delivers a national approach to quality and safety in the delivery of supports and services) were established under the National Disability Insurance Scheme Act 2013.

This NDIS legislation sets out, among other things:

  • the principles (including that it enables choice and control and does not duplicate what is available among mainstream services)
  • the process of becoming a Participant, and preparing and reviewing an individualised, goal-based plan
  • which reasonable and necessary supports will be funded and how the plan will be managed
  • the requirement to become a registered service provider
  • protection and disclosure of information.

Written agreements

NDIS Participants will normally have a written agreement with their service provider(s) that sets out how and when their supports and services will be delivered.

For you to know you are delivering the right supports in the right way, ask if the Participant is happy for you to review the relevant area of their NDIS Plan and Service Agreement. It’s important to remember, the NDIS plan belongs to the Participant who can choose with whom to share the details.

Remember that it is the Participant’s decision whether to allow providers to access parts of the plan and that as a service provider you cannot require a Participant to give access however, knowing what a Participant wants to achieve and how your work supports them to achieve their goals is valuable information to have.

Service Agreements will be likely to include the following information:

  • The supports and their cost
  • How, when, where and for how long the Participant would like their indentified supports provided
  • When and how the service Agreement will be reviewed
  • The processes to give feedback, advice, resolve any problems or issues that may arise, and change or end the agreement
  • The responsibilities of both the service provider and the Participant - like changes to activities or a Participant advising they can't make an appointment, issuing invoices or making payment.