Rights and Responsibilities

Below are the Rights and Responsibilities that accompany our Service Agreements.  The purpose of these guidelines is to ensure you and your Provider have an agreed set of expectations as to how your services will be delivered. Consent is given in the Service Agreement that the participants guardian has read and agreed to the below:

The Provider agrees to:

• actively work with the Participant to identify their wishes, will, preferences and rights to establish goals and needs and subsequently develop a Support Plan
• assist the participant to access an advocate as required by referral to appropriate services eg. Association for Children with a Disability or VALID.
• work with the Participant’s advocate, trusted decision maker and/or family member to assist the participant to exercise choice and control and to have their voice heard in matters that affect them.
• review the provision of supports at regular intervals with the Participant and their advocated or trusted decision maker
• provide the agreed safe and high-quality supports that meet the Participant’s needs at the Participant’s preferred, location and times whenever possible
• respect and respond to the cultural values and beliefs of the participant
• communicate openly and honestly in a timely manner and in a way the participant can best understand including using an interpreter if required
• treat the Participant with courtesy and respect
• inform the Participant of all costs associated with the provision of supports including the cost associated with cancellations
• protect the Participant’s privacy and confidential information as per the Privacy Act 1988
• store Participant information in a secure web-based system that is password protected
• use secure telehealth platforms
• inform the participant how to make a complaint and treat them fairly and impartially if they make a complaint
• listen to the Participant’s formal and informal feedback, resolve problems quickly and improve services or opportunities where possible
• give the Participant a minimum of 48 hours’ notice (where possible) if the Provider has to change a scheduled appointment to provide supports
• provide supports in a manner consistent with all relevant laws, including the National Disability Insurance Scheme Act and Rules, and the Australian Consumer Law
• keep accurate records on the supports provided to the Participant
• issue regular invoices for the provision of supports delivered to the Participant
• give the Participant the required notice if the Provider needs to end the Service Agreement
• continually inform the Participant of possible risks and benefits associated with achieving their goals
• investigate any incidents that occur and follow NDIS (Incident Management and Reportable Incidents) Rules 2018. This includes involving the Participant in the investigation and determining actions / outcomes.
• provide Risk Management, Incident Management and Complaints Management Policies and Procedures as requested.

  The Participant / Participant’s representative agrees to:

• be involved in the development of your Support Plan, informing the Provider how you wish your Services/ Supports to be delivered
• provide accurate information regarding the Participant’s support needs and goals
• keep your Provider informed of changes to your personal information
• inform your Provider if you are receiving other services or supports
• use equipment safely – in the manner in which you have practiced with your Provider
• ensure there are appropriate funds available for claiming services that have been booked and provided. If your Provider is unable to make a claim to NDIA for the provision of a service due to insufficient funds you are responsible for payment
• treat the Provider with courtesy, respect and dignity
• provide a safe and smoke-free environment for the Provider to work in if seen in the community
• talk to the Provider if you have any concerns about the supports being provided
• for Leap into Dance classes and meetings, email, text, What’s App or call us to let us know if you will be late or need to cancel a session
• let the Provider know immediately if you need to end the Service Agreement or your NDIS plan is suspended or replaced by a new NDIS plan or you stop being a Participant in the NDIS
• give the Provider feedback or lodge a complaint if you are dissatisfied with the service or the way it is delivered (See Complaint Policy below)
• discuss your concerns with possible risks associated with achieving your Support Plan
• participate in feedback and survey opportunities
• request a copy of any of our Policies and Procedures if further information is required.

NB: Updated January 2019