The NDIS and this Service Agreement

This Service Agreement is made for providing supports under the Participant’s National Disability Insurance Scheme (NDIS) plan.

The Parties agree that this Service Agreement is made in the 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 the pursuit of their goals and the planning and delivery of their supports.


Schedule of supports (Appendix A)

The Salt Foundation agrees to provide you the support and services as outlined in detail in this agreement and charges will reflect the current NDIS schedule of fees.


The support and services along with their respective prices and prices are set by the NDIS and are all publicly available. Changes by the NDIS schedule will be reflected in the billing. All prices are set out as GST inclusive (if applicable) and include the cost of providing these. 


Additional expenses (i.e. things that are not included as part of your funds/ funding allocation or support regime) are your responsibility and are not included in the cost as outlined. Some examples of these may include entrance fees, event tickets, travel where not funded, meals, etc.


Responsibilities of Salt

Salt agrees to:

·         review the provision of supports at least annually or at plan end whichever is sooner with the Participant

·         once agreed, provide supports that meet the Participant’s needs at the Participant’s 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

·         give the Participant a minimum of 24 hours’ notice if the Provider has to change a scheduled appointment to provide  supports

·         give the Participant the required notice if the Provider needs to end the Service Agreement (see ‘Ending this Service Agreement’ 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, and

·         issue regular invoices and statements of the supports delivered to the Participant.



Cancellation of Supports, Services, and Shifts

Like all employees, our workers are paid according to the time they work. They set up their calendars to serve you, your schedule and your requirements. Unless they have adequate notice, they are unable to reschedule their time and work. Therefore, Salt requires at least 2 full business days' notice when there is a need to cancel a rostered and approved support, service or shift. If 2 full business days' notice is not provided by you, then you agree that Salt is entitled to be paid for the full approved and rostered support, service or shift.


The following circumstances do not apply to the 2 full business days' notice:

·         Where you require urgent Medical or Hospital treatment;

·         Any other personal emergency situation that is reasonable.


 If you do not provide the appropriate notice to keep the scheduled arrangement for the support, Salt will make every effort to contact you to determine if there is an additional problem (e.g. an accident and you cannot raise the alarm, the informal supporters are in crisis and additional support is likely to be required).


More than 8 instances of cancellations or no shows in a continuous 12-month period will be notified to the agency contact person by Salt, so that consideration may be given to reviewing your plan.


No fee is payable by yourself, if Salt cancels or if Salt fails to deliver the agreed supports.


Damage to property

While Salt and its employees will endeavor to exercise care and skill in delivering support and services in your home or place of support for service, you agree that the occupation of such place by Salt and its employees and the use of any of your property in the course of providing the support and services is at your risk.

Through this agreement you agree and hereby release and discharge Salt, it's officer’s employees and agents from all liability, claims, and demands of any kind whatsoever arising from any damage to your property that occurs as a result of and in connection with the provision of the support and services.


Conflict of Interest

Salt will act in the best interests of all customers, ensuring that at all times they are informed, empowered and able to maximize choice and control.


Salt will not (buy act or omission) constrain, influence or direct decision making by a person with a disability/ or the family so as to limit that person's access to information, opportunities, choice, and control.

Salt may deliver both support coordination and other funded supports to you, however, where this occurs, Salt will adhere to the NDIA’s Terms of business which requires Salt to demonstrate that we have policies and procedures in place to manage conflict of interest. 


Where is Salt is delivering Coordination of Supports to you in conjunction with any other support delivery, Salt will retain documentation to demonstrate the following:


·         Your Individual Customer Service Agreement (for support coordination and service provision) sets out which area of the organization will deliver the support

·         How Salt provided options for you to select from a range of providers for the delivery of your direct supports

·         Documentation to support that there is no remuneration or commission offered or provided to staff as an incentive to increase customer volume

·         Documentation confirming that there are no trailing commissions or percentage on funds managed

·         Confirmation that any real or perceived conflict of interest regarding choosing Salt to deliver both support coordination and direct services and support was disclosed to you.




Responsibilities of Participant

You agree to:

·         Inform Salt about how you wish the support to be delivered meet your needs

·         Treat Salt and its employees with courtesy and respect

·         Talk to Salt if you have any concerns about the support or services being provided

·         Give salt a minimum of 2 full business days' notice, where possible, if you cannot make a scheduled appointment.  If the notice is  not provided within the time frame, Salts cancellation policy will apply

·         Give salt the required notice if you need to end the service agreement (See ‘Ending this service agreement’ below for more information)

·         Let's Salt know immediately if your NDIS plan is suspended or replaced by a new NDIS plan for you stop being a participant in the NDIS



Salt will seek payment for the provision of support and services after the service has been satisfactorily provided, daily via the “my place” portal for NDIS customers with a service booking and Salt Service Agreement and weekly for self-managed, Fee-for-Service and Financial Intermediary Customers.


You have nominated the NDIA to manage the funding for support and services provided under this Individual Customer Service Agreement. Once a Service Booking and Salt Individual Customer Service Agreement are in place, and after providing those supports, Salt will claim payment daily to those supports via the “my place” NDIA portal.


Non-payment of invoices - Where the term of payment is 7 Days, non-payment by 14 days will result in withdrawal of services until the payment is received. Salt will refer all non-payment of debts to a debt collection company as outlined in our finance policies.


Service disruption -  Extreme weather conditions

This service you receive might be affected or canceled due to extreme weather conditions, particularly during a bushfire season, extreme heat, floods, etc Salt will try to communicate with you as to how your service might be affected so that you can make appropriate arrangements.



You have agreed to travel in a private registered vehicle with a licensed driver to appointments or to recreational or social & civic activities.

Changes to this service agreement

If changes to the supports of your delivery are required, the parties agree to discuss and review this Service Agreement. The parties agree that any changes to this Service Agreement will be in writing, signed, and dated by the parties.


This Service Agreement between Salt and yourself can be canceled and immediately replaced with a subsequent service agreement if you wish to expand your services.


Ending this Service Agreement

Should either party wish to end this Service Agreement we request that they give 2 weeks’ notice. This means that upon such a request, Salt will continue to provide and charge for these 2 weeks whether services are provided or not. This means that the worker’s employment is not disrupted suddenly and gives them sufficient time to find alternative shifts and continue to meet their financial obligations  If either party seriously breaches this service agreement the requirement of notice will be waived. This protects our workers who will need to adjust working schedules accordingly


Feedback, complaints, and disputes

Salt welcomes information and feedback which will enable us to improve the quality of our services. You can put this in writing and return it, or email or call M 0468 317 258

If you are not happy with our service and wish to make a complaint, you can talk to Salts’ Consumer Liaison Officer on 0468 317 258 or email


Salt applies the principles of natural justice. This means that a minimum standard of fairness is to be applied to the investigation and adjudication of a complaint.


The requirements of natural justice include; fully informing a person of any allegation made against them; Giving them an opportunity to state their case, provide an explanation for putting forward a defense; ensuring that proper investigation of the allegations occur, that all parties and relevant submissions are considered; ensuring the decision-maker acts fairly and without bias.


If you are not satisfied or do not want to talk to this person, you can also contact the National Disability Insurance Agency by calling 1800 800 110, visiting one of their offices in person, or visiting for further information.  Or Office the Disability Services Commissioner, Child Services Commissioner.


Goods and services tax (GST)

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

·         A supplier 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 your NDIS plan currently in effect under section 37 the NDIS ACT;

·         Your NDIS plan is expected to remain in effect during the period that supports are provided; and

You, the client or your advocate, will immediately notify Salt if the current NDIS plan is replaced or ceases.


Rollover of Plan
NDIS plans currently go for 12 months! To avoid a disruption of our service we will continue to provide services to you as per usual until your new plan is approved and established unless notified otherwise…payment will be as per usual via the NDIS. If we find that the funding is unavailable in the new plan we will not seek to bill you individually. Salt will simply modify or cease services accordingly


Medications and health plan

Although our Support Workers are there to help we are not nurses or trained to administer medications. Know that if there is a medical emergency we will call ‘000’ or anyone else that you advise us to as per your Health Plan or like.


Privacy and Confidentiality

Salt complies with the NDIS Privacy Policy that outlines the use, collection, storage, and disclosure of information.

Benefits of Coaching and Mentoring

·         Increases self-confidence

·         Better outcomes in social, work, family or school communities

·         Teaches how to speak up and be heard without confrontation and accept feedback 

·         Improves interpersonal relationship skills

·         Identify and achieve goals

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101 Ramu Parade

Heidelberg West VIC 3081

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