A service agreement is an agreement between you and your provider that makes it clear to what you have both agreed to. It is covered by Australian Consumer Law.
A Service Agreement defines Your rights and responsibilities as the NDIS Participant, and Our rights and responsibilities as your Service Provider. A Service Agreement also describes how You want Your services and supports to be arranged and delivered by us.
Lead CSS
Service Agreements
Our goal is to provide quality services to all our clients in a timely manner.
Our Short notice cancellation:
Where a client provides a short notice cancellation or does not attend a scheduled appointment without providing notice (“no shows”), we are able to charge up to 100% of the fees associated with the services, subject to any other terms agreed with the client and in line with National Disability Insurance Agency (NDIA) cancellation guidelines.
As per the NDIS definition, short notice is deemed as notice that is given less than 48 hours before the agreed appointment. Where a client provides reasonable notice of a cancellation, the appointment will be rescheduled to a time suitable to both parties.
If notice is provided more than 48 hours before the agreed appointment, no cancellation fee will be charged.
Cancellation By Us:
Clients will not be charged for a service that we cancel and cannot substitute or reschedule. Lead Community Support Services will offer its’ clients an alternative service or staff member in the event that a service is cancelled due to staff leave, whenever possible.
Support
Where Lead Community Support Service must cancel an agreed appointment, we will provide reasonable notice (where possible) and the appointment will be rescheduled to a time suitable to both parties.
Where a client has an unusual number of cancellations, we will seek to understand why this may be occurring and whether alternate arrangements need to be made to better provide for attendance.