Terms of Service

NDIS: Individual Support Services

Sistability Agrees To:

  • Provide services that fit your needs at your preferred times.

  • Communicate clearly and honestly with you.

  • Treat you with respect.

  • Consult you on how services are provided.

  • Provide information on handling complaints or cancellations.

  • Listen to your feedback and resolve issues quickly.

  • Protect your privacy and keep your information confidential.

  • Provide services that follow all relevant laws.

  • Keep accurate records of the services provided.

  • Send invoices and statements upon request.

  • Ensure all staff are qualified and comply with NDIS requirements, including necessary worker screening checks.

  • All services will be delivered professionally, adhering to NDIS quality standards and the Code of Conduct.

You (or Your Representative) Agree To:

  • Let us know how you want services delivered to meet your needs.

  • Treat our staff with respect.

  • Talk to us if you have any concerns about the services.

  • Give us at least 7 days’ notice if you need to cancel or change an appointment (see short term cancellation details below).

  • Notify us in writing if your NDIS plan changes or ends.

  • Provide accurate and timely information to facilitate service delivery.

  • Cooperate with Sistability staff to achieve the best outcomes from services.

GST

  • All services provided by Sistability to NDIS participants, which are specified in the participant’s NDIS plan, are GST-free.

  • To qualify as GST-free, the following conditions must be met:

    • The participant must be registered under the NDIS.

    • The services provided must be specified in the participant’s NDIS plan.

    • The services must be provided by Sistability, a registered NDIS provider.

Feedback, Complaints & Disputes

  • Participants can provide feedback or lodge complaints at any time. Sistability is committed to resolving issues promptly and fairly.

  • To give feedback or make a complaint, call our Client Care Team on 1300 131 096 or email us at hello@sistability.com.au.

  • If you are unsatisfied with our response, contact the NDIA at 1800 800 110 or visit ndis.gov.au.

Pricing & Payments

  • Payments for services will be made through the participant’s NDIS plan, either NDIA-managed, Plan-Managed or Self-Managed methods.

  • All services will adhere to the NDIS Pricing Arrangements and Price Limits, with costs not exceeding NDIS-set limits.

  • Fees are current as of 1 July 2024 and may change periodically.

  • Invoices are sent after services are completed. Payment is due within seven days.

  • Invoices for services provided to NDIS participants will be issued without GST where the service qualifies as GST-free under NDIS guidelines. If a service does not meet these requirements, GST may apply.

Minimum Service Hours

  • We have a 1.5-hour minimum service time for individual support services.

Support Worker Safety & Wellbeing

  • Support workers have the right to perform their duties in a safe environment, free from harm, violence, or aggression. If a support worker feels unsafe, services may be suspended under the following circumstances:

    • Physical Threats or Violence: Any form of aggressive behaviour, threats, or actual harm.

    • Verbal Abuse or Harassment: Hostile language or harassment.

    • Unsanitary or Hazardous Environments: Unsafe working conditions such as poor hygiene, exposure to dangerous substances, or lack of safety measures.

    • Unsafe Work Conditions: This includes physical hazards like inadequate lighting or structural damage.

    • Emotional or Psychological Distress: Situations causing undue emotional stress due to persistent unaddressed behavioural issues.

  • If a worker feels unsafe, they may withdraw from the situation and notify their supervisor immediately.

Cancellations and Short Notice Cancellations

  • Participants must provide seven (7) clear days' notice for cancellations. If less notice is given, it is considered a Short Notice Cancellation.

  • In the event of a Short Notice Cancellation or a no-show, Sistability reserves the right to charge 100% of the agreed service fee if alternative billable work cannot be arranged for the worker.

Changes to this Agreement

  • Any changes to the service agreement will be in writing and signed by both parties.

Right to Cancel the Service Agreement

Sistability reserves the right to cancel the Service Agreement under the following circumstances:

  • Non-compliance: If the participant fails to comply with the agreed terms, including non-payment or violation of safety protocols.

  • Safety Concerns: If the support worker or other staff feel unsafe or experience violence, harassment, or any hazardous working conditions while delivering services.

  • Change in Circumstances: If there is a significant change in the participant's circumstances or support needs, making it impossible for Sistability to continue providing services as originally agreed.

  • Unforeseen Operational Issues: In cases where unforeseen operational or external factors (such as natural disasters, changes in legislation, or lack of staffing) impact Sistability's ability to deliver the agreed-upon services.

Notice of Cancellation

  • Sistability will give the participant at least 7 days notice of the intention to cancel the agreement, allowing time for the participant to seek alternative support services. In situations of immediate risk to the safety of staff or participants, services may be terminated without notice.

Participant’s Rights

  • Upon cancellation, Sistability will assist the participant in transitioning to alternative providers where possible, ensuring minimal disruption to their support needs.