Responsibilities of the Provider

The provider agrees to:

  • review the provision of supports at least 3 monthly with the participant 
  • once agreed, provide supports that meet the participant’s needs
  • 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 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 
  • 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/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 24 hours’ notice if the participant cannot make a scheduled appointment; and if the notice is not provide by then, the provider’s cancellation policy will apply
  • give the provider the required notice if the participant needs to end the Service Agreement 
  • 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.