MOBI KIDS INTENSIVE 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

SCHEDULE OF SUPPORTS

The provider agrees to provide the participant prescribed therapy for the time specified. The supports and their prices are set out in the attached ‘Paediatric Fee Schedule’. The prices listed are exclusive of GST and encompass the expenditure incurred in delivering the supports. Any supplementary expenses beyond the scope of the participant's NDIS supports are not covered and are the participant's responsibility.

RESPONSIBILITIES OF THE PROVIDER

Mobi Healthcare Pty Ltd agrees to;

• Review the provision of supports at least every 12 months or as agreed with the Participant.
• Once agreed provide support that meets the Participant’s needs at the Participants preferred times.
• Communicate openly and honestly in a timely manner.
• Treat the participant with courtesy and respect.
• Consult the participant on decisions about how supports are provided.
• Give the participant information about managing any complaints or disagreements and 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 minimum of 12 hours’ notice if the provider must change a scheduled appointment to provide supports.
• Give the participant the required notice if the provider needs to end the Service Agreement (see ‘‘Service Agreement Termination Policy" below for more information).
• Protect the participant’s privacy and confidential information.
• Provide supports in a manner consistent with all relevant laws, including the National Disability Insurance Scheme Act 2013 and rules, and the Australian Consumer Law; keep accurate 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 Registered Providers.
   

RESPONSIBILITIES OF THE PARTICIPANT / PARTICIPANT’S REPRESENTATIVE

The participant/participant’s representative agrees to:

• Inform the provider about how they wish the supports to be delivered to meet the participant’s needs.
• Treat the provider with courtesy and respect.
• Talk to the provider if the participant has any concerns about the supports being provided.
• Give the provider a minimum of 48 business hours’ notice if the participant cannot make a scheduled appointment; and if the notice is not provided by then, the provider’s cancellation policy will apply.
• Give the provider the required notice if the participant needs to end the Service Agreement (see ‘Service Agreement Termination Policy’ below for more information), and
• Let the provider know immediately if the participant’s NDIS plan is suspended or replaced by a new NDIS plan or the participant stops being a participant in the NDIS.

RIGHTS OF THE CLIENT

As a MOBI Healthcare client, you are entitled to the following rights:

• The right to appoint an advocate or guardian in writing who will act in your best interests and take on the responsibilities 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 that the cost of support arising from the plan must be within the funding available for this service (unless alternative funding sources are available).
• The right to request a review of your Service Agreement at any time at your request or Mobi Healthcare's request at a mutually 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 Information 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.

GOODS AND SERVICES TAX (GST)

For the purposes of GST legislation, the Parties confirm that:

• a supply of supports under this Service Agreement is a supply of one or more of the reasonable and necessary supports specified in the statement included, under subsection 33(2) of the National Disability Insurance Scheme Act 2013 (NDIS Act), in the participant’s NDIS plan currently in effect under section 37 of the NDIS Act;
• the participant’s NDIS plan is expected to remain in effect during the period the supports are provided; and
• the {participantsFull} will immediately notify the provider if the participant’s NDIS Plan is replaced by a new plan or the participant stops being a participant in the NDIS.

AUTHORITY TO OBTAIN AND RELEASE INFORMATION

The participant/participant's representative grants Mobi Healthcare permission to access and disclose information concerning NDIS objectives and support. Mobi Healthcare is authorized to:

• Retrieve information and/or documents from relevant organizations and individuals, including NDIS, Support Coordinators, treating therapists, and/or medical practitioners.
• Release information and/or records to relevant agencies and individuals.
• Discuss relevant details with representatives of relevant organizations and individuals as it relates to the participant. The participant/participant's representative may modify or retract this consent by notifying MOBI Healthcare at any time.

The participant/participant's representative acknowledges that Mobi Healthcare will inform relevant parties before disclosing information to a third party.

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.

CONSENT FORM FOR USE OF PHOTOS FOR SOCIAL MEDIA AND MARKETING

Mobi Healthcare values your privacy and is committed to maintaining the confidentiality and security of your personal information. We may occasionally use photos for social media and marketing purposes to showcase our services and promote a healthier community. This consent form outlines the terms and conditions under which we may use your photos.

I. Personal Information: 

I, as the participant/ participant’s guardian give permission to the Mobi Healthcare to photograph, video and/ or interview my child for social media and marketing materials as outlined below in section II.

II. Photo Usage Consent: 

I, the undersigned, hereby grant Mobi Healthcare permission to use my photographs for the following purposes: 

• Social Media: Mobi Healthcare may share my photos on social media platforms, such as Facebook, Instagram, Twitter, LinkedIn, etc., to promote its services, activities, and community engagement. 
• Marketing Materials: Mobi Healthcare may use my photos in printed and digital marketing materials, including brochures, flyers, posters, websites, and other promotional materials. 

III. Usage Period: 

I understand that my consent is valid indefinitely unless I revoke it in writing. Mobi Healthcare may continue to use my photos until such revocation occurs.

IV. Rights and Ownership: 

I acknowledge that I do not have any ownership rights or claims to the photographs used by Mobi Healthcare. Mobi Healthcare retains all rights to these photographs and may use them as described in this consent form. 

V. Revocation of Consent: 

I have the right to revoke this consent at any time, in writing, by contacting Mobi Healthcare's Privacy Officer at the address provided below. Upon receipt of my written revocation, Mobi Healthcare will cease using my photos for the specified purposes. 

VI. Confidentiality: 

Mobi Healthcare will take reasonable measures to protect the privacy and confidentiality of my personal information, including my photos. However, I understand that once shared on social media or marketing materials, such photos may be viewed by the public. 

VII. Consent Acknowledgment: 

I have read and understood the terms and conditions outlined in this consent form. I voluntarily grant permission for Mobi Healthcare to use my photos for social media and marketing purposes, as described herein.

PAYMENTS

MOBI HEALTHCARE PAYMENT AND CANCELLATION POLICY

INTENSIVE PROGRAM – CONFIRMATION AND PAYMENTS

To confirm your intensive the following must be completed:

• A signed service agreement must be returned within 5 business days from acceptance of the intensive block to secure the participant’s place. 

Once the above is completed, your child’s place is confirmed, meaning you have made a commitment to attend all scheduled appointments in the agreed intensive program. Your child’s full intensive schedule will be allocated specifically over the intensive period with therapy hours prepared in advance for the session. It is not possible to opt out of specific weeks or days within the scheduled intensive without being charged the full fee for sessions missed. 

INTENSIVE PROGRAM CHANGES AND CANCELLATION

To change the date of your child’s intensive following confirmation OR change significant components of the intensive (such as treatment hours/ therapy type), a transfer/admin fee of $387.98 will apply. All changes are strictly subject to availability. Requests must be in writing and our team to be notified as soon as possible.

If you need to cancel your child’s confirmed intensive, you must do so by notifying Mobi Healthcare in writing. Please note the following charges will apply

• Intensive Program Cancellations
  • Prior to 90 days (3 months) before the intensive start date: no cancellation fee will apply.
  • 90 days (3 months) before the intensive start date: A cancellation fee equal to one-third (1/3) of the total intensive cost will apply.
  • 60 days (2 months) before the intensive start date: A cancellation fee equal to two-thirds (2/3) of the total intensive cost will apply.
  • 30 days (1 month) or less before the intensive start date: A cancellation fee equal to the full (100%) intensive cost will apply.
    
    
• Changes to your intensive dates:
  • If you request to change the dates of your intensive, a transfer fee of $387.98 will apply in addition to the relevant cancellation fee outlined above.

WEEKLY PROGRAM PAYMENTS

• If completing an intensive with Mobi Healthcare, your child’s weekly schedule will automatically be placed on hold during this time at no cost.

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 business hours prior to the appointment time, so we can best manage our team’s time and waitlist demand.

• Any cancellations or rescheduling 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.

PAYMENT OF REPORTS

• Once a requested report has been completed, you will receive a notification and invoice for the report fees. This invoice must be paid in full prior to release of the report
• Should your child’s report require amendments, these may be charged later (dependant on the amendments required).

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.

SERVICE AGREEMENT SIGNATURES

The following parties agree to all the terms and conditions of this Service Agreement including the Acknowledgement of Financial responsibility and the Intensive and weekly payment and cancellation policy.

 Mobi Healthcare Paediatric Fee Schedule

 Mobi Healthcare Paediatric Fee Schedule

 Mobi Healthcare Paediatric Fee Schedule

*Prices are correct as of 19th August 2025. All prices are not subject to GST unless stated otherwise. Fees are subject to review at any time and may change in line with NDIS recommendations. F2F = Face to Face Therapy, NF2F – Non-Face to Face Therapy