A Service Agreement will help make sure you and Selective Support have the same expectations of what supports will be delivered and how they will be delivered.

Your Service Agreement will:

• be a reference for both you and Selective support on the agreed supports and the arrangements for their delivery as detailed in the Schedule of Supports.

• include Selective Support responsibilities

• include your responsibilities

• provide information on how to make changes to the Agreement

• provide information about the processes for feedback and concerns

• provide information on how to end the Agreement

Developing an agreement should be a collaborative process between you (or your plan nominee) and Selective Support. Please consider providing  Selective Support a copy of NDIS plan or other Individual Plan to help guide the discussion.

We will explain this Service Agreement in a format that is understood by you. We encourage you to seek independent advice if you are unsure about this Service Agreement before you sign.

And Slective Support Pty Ltd

As a provider, Selective Support agrees to provide supports as detailed in the Schedule of Supports unless ended, respecting notice periods, is initiated by the customer or Selective Support 

Should either party require this Service Agreement to end, we agree to give 14 days’ notice. 

If either party seriously breaches this Service Agreement, then the requirement of notice will be waived.

Selective Support agrees to:

provide you with written information (or in other agreed formats if requested) about the types of support offered and prices/budget

provide supports which are consistent with all relevant laws, industrial awards and agreements, including the National Disability Insurance Scheme Act 2013 and the Australian Consumer Law

provide the supports as set out in the current Schedule of Supports and as agreed to with you. Where additional supports are requested, please contact your Selective Support office

provide transport at a price agreed to by you. Travel charges will be detailed in your Schedule of Supports and will be claimed via the NDIA or billed directly to you via invoice

work with you to provide supports in a manner that suit your needs

consult with you about how supports are provided

treat you with courtesy and respect and communicate openly, honestly and in a timely manner

listen to your feedback and work to resolve problems quickly

inform you about the process of managing complaints or disagreements

complete service bookings for supports as set up on the Schedule of Supports

on the occasion where we are delivering supports that are unscheduled due to a customer'scrisis or unexpected circumstances, we will bill for this time (within reason)

where possible, we will give you notice if Selective Support are unable or are required to alter your supports in the event of an emergency (eg.pandemic, natural disaster). Wewill work with you to determine how to best support you in these circumstances.

Selective Support will take all practical measures to ensure your safety in the event of emergency

give you notice if Selective Support must change a scheduled appointment

keep clear records on the support provided and using reasonable allocation of support time to allow for record-keeping (e.g. case notes)

protect your privacy and keep your information confidential

where we deliver Support Coordination, provide a range of choice of service providers

Support Coordination may be billed in minimum lots of 15 minutes and may be bundled and billed in once batch (e.g. small amounts across a week may be totalled and entered as one amount for the week);

review the service with you at least every three (3) months for Support Coordination and every six (6) months for all other customers.

Note that Selective Support is not responsible for any possible impacts or risks that an NDIS funded plan may have on a customer’s compensation (where applicable

• work with Selective Support to ensure that the services and supports delivered meet your needs

• treat those involved in the delivery of supports with courtesy and respect

• talk to Selective Support if you have any concerns about the services or supports being provided

• give Selective Support notice if you cannot make an appointment/support or need to change any arrangements.

• cancellation/change notice is two (2) business days by contacting 1800 845 233 during business hours. Business hours are Monday to Friday, 8.45am – 5pm. Short Notice Cancellation charges will apply if two (2) clear business days’ notice is not provided. The Short notice cancellation charges will be applied to eligible line items

• in the event of emergency, you willcomply with Selective Support staff and follow directions to ensure yoursafety

• keep Selective Support informed of any changes to your situation which may affect this Service Agreement

• give Selective Support 14 days’ notice should you wish to cease this Service Agreement and

• let Selective Support know immediately if your funding arrangements change (eg. if funding or Plan has been suspended or replaced by new funding or Plan) or stops completely.

Should either party need to substantially change this Service Agreement or when and how supports are provided, we agree to give 14 days’ written notice.

• If you or your Plan Nominee, does not provide the notice in the time specified, Selective Support will seek payment for the missed or cancelled support; and

• If Selective Support does not provide notice in the time specified, they will rearrange the missed or cancelled support at no cost to youat another suitable time for both

• Should changes start to happen on a regular basis, we both agree that it is time to discuss and review the Schedule of Supports and/orService Agreement

Selective Support are very interested in your experience with us and would like to hear your feedback on what we have done well and what we could improve upon. We will listen to your feedback and work to resolve any issues quickly and confidentially.

If you wish to give Selective Support feedback, you may:

• call: 1800 845 233

• email:admin@SelectiveSupport.org

• you can complete our Customer Feedback Form on our website: www.SelectiveSupport.org/feedback

If you are not satisfied with the outcome or are unable to speak with Selective Support, please refer to the Customer Handbook – Feedback section for external complaint organisations.

The supports that you and Selective Support have agreed to and their rates are set out in the Schedule of Supports.

Prices are subject to change during this Service Agreement, and prices will automatically be amended in accordance with the NDIS Pricing Arrangements/Limits/ Price Guide.

In consultation with you, the Schedule of Supports will be adjusted when your NDIS plan changes or you request a change to supports.