This NDIS Plan Management Service Agreement is between the Participant and Country and Outback Health Incorporated (ABN: 74 919 613 078). 

 This agreement sets out how Country and Outback Health (CObH) will deliver its Plan Management services to you.

We agree to provide general Plan Management Services including:

• Facilitating the payment of invoices on your behalf in a timely manner.

• Only ever pay up to the maximum rate/amount for services or supports specified in the NDIS Pricing Arrangements and Price Limits. Amounts exceeding the maximum rate/amount for services or supports will need to be paid by you.

• Process reimbursement claims to you in a timely manner.

• Track expenditure on provider services or supports against your budget.

• Providing you with regular statements of how much you have spent and how much you have left.

• Not make payment on future dated invoices – invoices must be received after a support has been delivered.

• Providing supports in a manner consistent with all relevant laws, including the National Disability Insurance Scheme Act 2013 (NDIS Act) and Rules, and Australian Consumer Law.

• Complying with the NDIS Code of Conduct and Practice Standards.

• Protecting your privacy and confidential information.

• Giving you the required notice if Country & Outback Health needs to end the agreement (see ‘Ending this Agreement’ as set out below for more information).

• Understanding and discussing with you any risks of conflict of interest in relation to other NDIS services Country & Outback Health provides.

• Communicating openly and honestly in a timely manner.

• Treating you with dignity, courtesy and respect.

• Consulting you on decisions about how supports are provided.

• Giving you information about managing any complaints or disagreements and details of a provider’s cancellation policy where required.

• Listening to your feedback and resolving problems quickly.

In addition to information contained in the above, you are required to:

• Provide us a copy of your full NDIS plan – including all budget information.

• Provide other information, or have your services provide information, regarding agreements and finances you have agreed to receive.

• Promptly check and provide direction regarding your supports, invoices or other matters.

• Be responsible for any expenses that are not part of your NDIS Plan or whereby the support or services provided exceed the maximum rate/amount as per the NDIS Pricing Arrangements and Price Limits.

• Let us know if you have new service providers, or you stop receiving services from a service provider. This ensures we pay only valid and appropriate invoices.

• Give Country & Outback Health the required notice to end the agreement should you wish to cease this agreement. See ‘Ending this Agreement’ (below).

• Notify Country & Outback Health immediately if your NDIS plan is suspended or replaced by a new NDIS plan, or you stop being a participant of the NDIS.

From the start date Country & Outback Health will automatically invoice the NDIA for the Plan Management Services we provide in accordance with current NDIS Pricing Arrangements and Price Limits.

• I consent for Country & Outback Health staff to provide plan management (financial intermediary) services for me.

• I give permission for staff from Country & Outback Health to release and exchange information related to my plan management services with my providers, as needed, to facilitate the delivery of my support services.

• I understand that my participation with Country & Outback Health is intentional and my consent to share information is valid for the time of my agreement and while I am a current participant.

• I understand I can change or withdraw my consent to exchange information with any providers at any time and I will need to contact Country and Outback Health as soon as I want to make any changes.
  

• I understand that all information collected by Country & Outback Health will be treated in a confidential manner and stored securely in electronic databases.

• I understand that there are limitations to confidentiality and Country & Outback Health may provide information about me where there is a legal obligation to do so or if there is an immediate or specified risk of harm to myself or another person.

• I understand that anonymised information collected by Country & Outback Health may be accessed for internal and external quality assurance purposes.

• I understand Country and Outback Health does not provide financial advice.

• I understand Country and Outback Health are not responsible for any outstanding invoices that are unable to be processed and/or claimed if there are insufficient funds or funds are exhausted.
  

As a participant of the NDIS, you have choice and control over how and where you spend your NDIS plan to meet your goals and needs. In choosing plan management of your funding you can choose to use both registered and non-registered providers. In choosing to use Country & Outback Health as your plan manager, we will pay invoices that fall within NDIS Pricing Arrangements and Price Limits (up to the maximum hourly or item rate specified), and within reasonable and necessary guidelines. We will not make decisions on reasonable and necessary, however will seek your input and/or your provider’s input if an invoice does not appear to meet reasonable and necessary supports. We will not pay invoices that appear fraudulent

Country & Outback Health provide you with choices regarding your level of involvement in managing your NDIS plan funding. These can be changed and updated at any time throughout the life of this agreement.

Financial Statements will be provided monthly via email unless otherwise specified. To receive your statements by post please advise us via phone or email.

I can change these allocations at any time and I understand that if I overspend in one category, Country & Outback Health will automatically adjust my bookings to ensure all services can be paid for.

Country & Outback Health is committed to maintaining a high standard of service and we welcome all feedback. Your Client Information Booklet explains how you can provide feedback on your experiences with us, including how to make a complaint. 

 As a participant of the NDIS, you have the right to make a complaint directly with the NDIS Commission, an independent agency established to improve the quality and safety of NDIS supports and services. For more information visit their website: https://www.ndiscommission.gov.au/about/complaints or call them on 1800 035 544 (free call from landlines) or TTY 133 677.

An advocate can enable and support you by helping you understand your rights, listen to your concerns and discuss your options for raising that concern. They can assist with negotiating changes to your plan, give advice and support when dealing with service providers and help you overcome any barriers that may impact on your ability to participate in your community. 

Disability advocacy organisations include Advocacy for Disability Access and Inclusion https://advocacyfordisability.org.au/ phone (08) 8340 4450 and Disability Advocacy and Complaints Service of South Australia Inc https://www.dacssa.org.au/ phone (08) 7122 6030.

For the purposes of GST legislation, Country & Outback Health confirm that a supply of supports under this agreement is a supply of one or more of the reasonable and necessary supports specified in the statement included under subsection 33(2) and 37 of the NDIS Act.

Country & Outback Health provide a range of different services for NDIS participants. This means we may have a real or perceived conflict of interest, particularly if we are providing you with more than one service. 

Country & Outback Health is committed to ensuring we are open and transparent and actively manage any real or perceived conflicts of interest. This includes ensuring you are aware of your rights of choice and control and that you are making your own decision on the services to best meet your needs. You have a right to know and understand how we do this and how we manage this – if you would like to receive this information, please contact us.

Country & Outback Health treat your safety and wellbeing as a priority. 

If we become aware of any incidents involving you, we will let you know and seek your input. We will investigate accordingly and appropriately and keep you informed of the process. We will also report the incident to the NDIS Commission within the required timelines. We may be required to report the incident to other statutory bodies and will inform you of this.

This agreement commences on the date of signing and will be perpetual and ongoing. 

The agreement may be cancelled by either party with 28 days’ notice – in this time Country & Outback Health will finalise outstanding payments, release service bookings and supply this information to you. The notice period will be waived if either party seriously breaches this agreement. 

 The agreement will end if you are no longer a participant of the National Disability Insurance Scheme.

By signing this, I have read and understood this service agreement.

By signing this, I have read and understood this service agreement.

For further information, Country and Outback Health Plan Management Team can be contacted by: 

Phone: 08 8644 4900

Email: planmanagement@cobh.org.au 

 Address: PO Box 2029, Whyalla Norrie, SA, 5608