MOBI KIDS SERVICE AGREEMENT UNDER NDIS

This Service Agreement is for the nominated participant (and/or nominee) who is in the National Disability Insurance Scheme (NDIS) and is made between them and Mobi Healthcare PTY LTD (the provider). This Service Agreement is made for the purpose of providing supports under the participant’s NDIS plan.

This Service Agreement will commence on the date that this form is submitted.

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PROVIDER DETAILS

• Review the provision of supports at least

  every 12 months or as agreed with the Pa

  rticipant.
• Once agreed provide support that meets th

  e Participant’s needs at the Participants

  preferred times.
• Communicate openly and honestly in a time

  ly manner.
• Treat the participant with courtesy and r

  espect.
• Consult the participant on decisions abou

  t how supports are provided.
• Give the participant information about ma

  naging any complaints or disagreements an

  d details of the provider’s cancellation

  policy (if relevant).
• Listen to the participant’s feedback and

  resolve problems quickly.
• Where possible, give the participant a mi

  nimum of 12 hours’ notice if the provider

  must change a scheduled appointment to p

  rovide supports.
• Give the participant the required notice

  if the provider needs to end the Service

  Agreement (see ‘‘Service Agreement Termin

  ation Policy" below for more information)

  .
• Protect the participant’s privacy and con

  fidential information.
• Provide supports in a manner consistent w

  ith all relevant laws, including the
  National Disability Insurance Scheme Act

  2013
  and
  rul

  es
  , and the Australian Consumer Law; keep a

  ccurate records on the supports provided

  to the participant.
• Issue regular invoices and statements of

  the supports delivered to the participant

  as per the Terms of Business for Registe

  red Providers.
  
  

• Inform the provider about how they wish t

  he supports to be delivered to meet the p

  articipant’s needs.
• Treat the provider with courtesy and resp

  ect.
• Talk to the provider if the participant h

  as any concerns about the supports being

  provided.
• Give the provider a minimum of 48 hours’

  notice if the participant cannot make a s

  cheduled appointment; and if the notice i

  s not provided by then, the provider’s ca

  ncellation policy will apply.
• Give the provider the required notice if

  the participant needs to end the Service

  Agreement (see ‘Service Agreement Termina

  tion Policy’ below for more information),

  and
• Let the provider know immediately if the

  participant’s NDIS plan is suspended or r

  eplaced by a new NDIS plan or the partici

  pant stops being a participant in the NDI

  S.

• The right to appoint an advocate or guard

  ian in writing who will act in your best

  interests and take on the responsibilitie

  s under this agreement.
• The right to be treated with dignity and

  respect.
• The right to choose which activities you

  wish to participate in.
• The right to take part in developing your

  Service Agreement, while acknowledging t

  hat the cost of support arising from the

  plan must be within the funding available

  for this service (unless alternative fun

  ding sources are available).
• The right to request a review of your Ser

  vice Agreement at any time at your reques

  t or Mobi Healthcare's request at a mutua

  lly agreed time.
• The right to privacy and confidentiality.
• The right to request access to any health

  information kept by Mobi Healthcare (in

  accordance with the Health Records and In

  formation Privacy Act 2002).
• The right to a dignified level of risk in

  choosing the support you require.

PAYMENTS AND FUNDING MANAGEMENT

Mobi Healthcare Pty Ltd will seek payment for their provision of supports the participant/ participant’s representative confirms satisfactory delivery.

NDIS FUNDING

The parties agree that this service agreement is made in context of the NDIS, which is a scheme that aims to:

• Support the independence and social and economic participation of people with disability, and
• Enable people with a disability to exercise choice and control in pursuit of their goal and the planning and delivery of their supports.

ACKNOWLEDGEMENT OF FINANCIAL RESPONSIBILITY

By signing this agreement, I acknowledge that I agree to bear full financial responsibility for all services provided at Mobi Healthcare if NDIS funding does not cover booked sessions. Physiotherapy, occupational, and / or speech therapy is usually considered a covered service in most NDIS packages.

I acknowledge that I agree to bear full financial responsibility for all services provided at Mobi Healthcare if any outstanding sessions that cannot be claimed via the NDIS online portal by the provider (i.e. Claims rejected) then the participant is responsible for any of these incurred costs. Mobi Healthcare will inform the participant in a timely manner if any individual claim has been rejected by the NDIS or plan manager.

• a supply of supports under this Service A

  greement is a supply of one or more of th

  e reasonable and necessary supports speci

  fied in the statement included, under sub

  section 33(2) of the
  National Disability

  Insurance Scheme Act

  2013
  (NDIS Act), in the participant’s NDIS pl

  an currently in effect under section 37 o

  f the NDIS Act;
• the participant’s NDIS plan is expected t

  o remain in effect during the period the

  supports are provided; and
• the AICA1 TEST will immediately notify th

  e provider if the participant’s NDIS Plan

  is replaced by a new plan or the partici

  pant stops being a participant in the NDI

  S.

• Retrieve information and/or documents fro

  m relevant organizations and individuals,

  including NDIS, Support Coordinators, tr

  eating therapists, and/or medical practit

  ioners.
• Release information and/or records to rel

  evant agencies and individuals.
• Discuss relevant details with representat

  ives of relevant organizations and indivi

  duals as it relates to the participant. T

  he participant/participant's representati

  ve may modify or retract this consent by

  notifying MOBI Healthcare at any time.

CONSENT FOR CLINICAL IMAGERY

Mobi Healthcare clinicians may capture clinical images (including photos, video recordings or audio recordings) of the participant for the purpose of progress review, reporting, and clinical management related to their goals and support. These images are considered "clinical images" and will be treated with the same level of privacy and confidentiality as any other health record or information. They will only be captured with appropriate consent, stored securely, and disclosed in accordance with the consent given. The participant or their representative has the right to consent to or refuse the collection, use, and disclosure of clinical images. By agreeing to this Service Agreement, the participant, or their representative grants authorization for Mobi Healthcare to capture and release clinical images related to their goals and support, unless they choose to opt-out by ticking the box below.

*** Please note that this consent can be modified or withdrawn at any time by providing written notice to Mobi Healthcare.

MOBI HEALTHCARE PAYMENT AND CANCELLATION POLICY

WEEKLY PROGRAM PAYMENTS

• If you are completing an intensive with Mobi Healthcare, your child’s weekly schedule will automatically be placed on hold during this time at no cost.
• If a break in your child’s weekly program is required, Mobi can put sessions on hold for a maximum of 2-weeks, up to twice a calendar year (but not within 3 months of each other).
• If a longer break is required but you still wish to hold onto your child’s appointment times/ therapist, a holding fee of 50% per session fee missed is required to keep your child’s place.
• Alternatively, you can release your child’s appointment times and restart them once they are ready to resume therapy. Please note that your child will likely return to the waitlist and the same session time/day/therapist may not be available.

GENERAL CANCELLATION POLICY

Here at Mobi Healthcare, we value both your time and out therapist’s time. Your child’s appointment time has been allocated for your needs with therapy being prepared in advance for the session. However, we understand that sometimes you may need to cancel or reschedule appointments. We ask that if you need to cancel or reschedule, you do so 48 hours prior to the appointment, so we can best manage our team’s time and waitlist demand.

• Any cancellations within 48 business hours of the appointment time is considered a late cancellation and will incur the FULL session fee per session missed.
• If you fail to attend any scheduled appointment (with no notice), the full session fee will be applicable regardless of the reason.
• Before cancelling an appointment, please consider other options such as converting the session to a telehealth (online session) or the creation of resources for your child.
• Repeated cancellations, regardless of the reason, reduces our ability to achieve your child’s treatment outcomes. When a client demonstrates a pattern of poor attendance or poor follow-through of recommendations, we reserve the right to offer to appointment to someone else on our waitlist who may be better placed at that time to receive our help.
• Our cancellation policy falls within the guidelines set out by the NDIA, and is in fact, more generous that what is allowable. We thank you for your understanding and compliance with the above cancellation policy which enables us to continue to operate in this sector.
• If the participant fails to attend their appointment or is unavailable without prior cancellation, Mobi Healthcare will charge a cancellation fee as outlined above, as well as the clinician's travel time.
• Please note that cancellations will only be considered valid once confirmed by a Mobi Healthcare representative via text, phone call or email.

• Once a requested report has been complete

  d, you will receive a notification and in

  voice for the report fees. This invoice m

  ust be paid in full prior to release of t

  he report
• Should your child’s report require amendm

  ents, these may be charged later (dependa

  nt on the amendments required).

• Unused credit - If you have prepaid thera

  py and have remaining credit at the end o

  f an intensive, any unused money may be t

  ransferred onto future sessions or simply

  held on your child’s account with no fur

  ther charge (unless a cancellation fee ap

  plies as per above).
• Refunds – A refund may be requested for a

  ny unused credit at any time following th

  e completion of an intensive. A refund fe

  e of 3% (of the amount to be refunded) wi

  ll be charged to cover admin and processi

  ng fees. For example, if you have $1000 i

  n remaining credit that you would like re

  funded, a refund fee of $30 will apply. R

  efunds may take up to 20 business days to

  be approved and applied. Please note tha

  t Mobi Healthcare is only able to return

  funds to the source from where it was pai

  d.
• Bring a registered NDIS Provider, Mobi He

  althcare is routinely audited by NDIS. If

  you have had money returned to you by Mo

  bi Healthcare, that you had originally cl

  aimed or obtained from your child’s NDIS

  plan then we strongly suggest that you re

  turn these amounts to the NDIS to avoid a

  ction on their behalf.

PRICING AND CANCELLATION POLICY DISCLAIMER

Mobi Healthcare reserves the right to update service fees, cancellation policy, and cancellation fees at any time and in line with NDIA guidelines. Fees, payment and cancellation terms will be applied as per ‘Paediatric Fee Schedule’ document. As a NDIS Registered Provider, all Mobi Healthcare pricing and cancellation terms are compliant with the current NDIS Pricing Arrangements and Price Limits stipulations which can be found at www.ndis.gov.au

CHANGES TO THIS SERVICE AGREEMENT

If there are changes in the participant's support requirements that are not covered in this service agreement, both parties will engage in consultation. The parties agree that any modifications to the supports or their delivery will be documented in writing and signed and dated by all parties involved.

MOBI Healthcare reserves the right to make changes to the service agreement in accordance with the NDIS guidelines, including the schedule of supports, pricing structure, travel, and cancellation policies. Fees are subject to be reviewed at any time and may change in line with NDIS guidelines.

SERVICE AGREEMENT TERMINATION POLICY

MOBI Healthcare reserves the right to terminate services based on the following conditions:

• Incorrect or incomplete disclosure of risks during the initial risk assessment screening.
• Sexual harassment or any other discriminatory behaviour towards provider staff.
• Violence, abuse, or threats (verbal or physical) towards provider staff.
• Breach of conditions of this service agreement.

If a participant wishes to terminate this service agreement, they must provide written notice through the participant or their authorised representative. Either party must provide 20 business days' notice to terminate this agreement unless there is a serious breach of the agreement, in which case the requirement for notice may be waived. Mobi Healthcare reserves the right to waive the notice period if deemed necessary.

FEEDBACK, COMPAINTS AND DISPUTES

MOBI Healthcare values the feedback of our participants and encourages both positive and negative feedback to continuously improve the care we provide. If a participant would like to provide feedback, they can contact Irene Han, Health Consultant at 1800 047 888 or via email at irene@mobihealthcare.com.au.

In case the participant is not satisfied with the response or prefers not to contact Irene Han, they have the option to contact the National Disability Insurance Agency at 1800 800 110, or visit one of their offices in person, or visit ndis.gov.au for further information.