1. About This Agreement

This Service Agreement is made between the Provider and the NDIS Participant under the National Disability Insurance Scheme Act 2013 (NDIS Act) and the NDIS (Provider Registration and Practice Standards) Rules 2018. It sets out what supports will be provided, how they will be delivered, and what both parties agree to.

2. NDIS Plan & Funding

The Participant acknowledges that the NDIS funds supports that are reasonable and necessary. Both parties agree to ensure services align with the Participant's NDIS Plan goals and are delivered in accordance with the NDIS Pricing Arrangements and Price Limits (PAPL). The Provider will only claim payment for supports that have been delivered.

If the Participant's NDIS plan ends, is suspended, or runs out of available funding during the term of this Agreement, the Provider may pause or end supports until funding is confirmed. The Provider will discuss options with the Participant before pausing supports where possible.

3. Responsibilities of the Provider

The Provider agrees to: (a) deliver supports as described in the schedule; (b) act in the best interests of the Participant; (c) treat the Participant with dignity, respect and courtesy; (d) provide supports safely and consistent with NDIS Practice Standards; (e) listen and respond to feedback; (f) give the Participant at least 14 days' written notice before ending this Agreement (unless due to safety concerns); (g) protect the Participant's personal information in accordance with Australian privacy law.

4. Responsibilities of the Participant

The Participant agrees to: (a) inform the Provider of anything affecting delivery of supports; (b) treat Provider staff with respect; (c) ensure the support environment is safe; (d) notify the Provider in advance of any cancellation, in line with the notice periods set out in Clause 6; (e) advise the Provider if their NDIS plan changes, ends, or is suspended.

5. How Your Shifts Run

At MCS, we want every shift to feel relaxed and unhurried, not rushed out the door at the last second. To make that happen, your support worker may wrap things up with you a few minutes before the scheduled end of your shift, especially when they are travelling to another participant afterwards.

This gives your worker the time to travel safely, arrive calm and ready, and finish with you properly rather than dashing off. It also means the final minutes of your shift can be spent together on shift notes, so you have a say in what's recorded about your support.

MCS covers this wrap-up and between-participant travel time ourselves. It is not claimed against your NDIS plan, and we roster your supports so the hours you receive align with what you are funded for.

If you ever have questions about how your shifts run, please contact MCS Management. We are always happy to talk it through.

6. Cancellations

Cancellation notice requirements vary by support type and are displayed on each support item in your schedule:

7 Clear Days Notice. Required for most NDIS supports including personal care, community access, therapy, skill building, short term residence (STR/Respite), and medium term accommodation (MTA). If notice is given less than 7 clear days before the scheduled support, the Provider may charge up to 100% of the agreed support price as a short notice cancellation fee, consistent with the PAPL. Exceptions may apply where the cancellation is due to circumstances genuinely outside the Participant's control (for example hospitalisation or a family emergency). These will be assessed on a case-by-case basis at the Provider's discretion.

2 Clear Business Days Notice. Required for domestic and household assistance only (for example house cleaning, yard maintenance, personal domestic activities). If notice is given less than 2 clear business days before the scheduled support, the Provider may charge up to 100% of the agreed support price as a short notice cancellation fee, consistent with the PAPL.

All cancellations must be communicated directly to the Provider via phone or email. The Provider will document all cancellations and reasons provided.

7. Privacy & Confidentiality

The Provider will collect, use, and disclose personal information only as necessary to provide agreed supports, in compliance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Participant information will not be shared without consent, except where required or authorised by law.

8. Feedback & Complaints

The Participant has the right to provide feedback and make complaints without fear of reprisal. Complaints may be made directly to the Provider or to the NDIS Quality and Safeguards Commission on 1800 035 544. The Provider will acknowledge and respond to complaints in a timely manner, consistent with its Complaints Management and Resolution policy.

9. Changes to This Agreement

Either party may request changes to this Agreement. Changes must be agreed by both parties and confirmed in writing. Changes may be required if the Participant's NDIS plan changes, if the PAPL is updated, or if the Participant's support needs change.

10. Ending This Agreement

The Participant may end this Agreement by giving at least 28 days' written notice. The Provider may end this Agreement by giving at least 14 days' written notice, or with shorter notice if necessary to ensure the health and safety of the Participant, workers, or other people.

Supports already scheduled during the notice period will proceed as planned unless cancelled by either party in accordance with Clause 6. Standard cancellation notice periods and fees continue to apply during the notice period.

If the Agreement ends, the Provider will make reasonable efforts to support continuity of care, including communicating with any new provider nominated by the Participant.

11. Dispute Resolution

Where a dispute arises, both parties agree to first attempt resolution through direct discussion. If the dispute is not resolved, either party may contact the NDIS Quality and Safeguards Commission or seek independent mediation. Disputes are governed by the law of the state or territory where supports are delivered.

12. GST & Invoicing

Prices are inclusive of GST where applicable, in accordance with the PAPL and the A New Tax System (Goods and Services Tax) Act 1999. The Provider will issue tax invoices for all supports delivered.

13. Insurance

The Provider holds current public liability and workers' compensation insurance as required by law. Certificates of currency are available on request.