1.Responsibilities of the provider:

The provider agrees to:

  1. review the provision of supports at least every 3 months with the participant

  2. once agreed, provide supports that meet the participant's needs at the participant's preferred times

  3. communicate openly and honestly in a timely manner

  4. treat the participant with courtesy and respect

  5. consult the participant on decisions about how supports are provided

  6. give the participant information about managing any complaints or disagreements and details of the provider's cancellation policy (if relevant)

  7. listen to the participant's feedback and resolve problems quickly

  8. give the participant a minimum of 24-hour notice if the provider has to change a scheduled appointment to provide supports

  9. give the participant the required notice if the provider needs to end the Service Agreement (see 'Ending this Service Agreement' below for more information)

  10. protect the participant's privacy and confidential information

  11. 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

  12. issue regular invoices and statements of the supports delivered to the participant as per the Terms of Business for Registered Providers.



2.Responsibilities of the participant/participant's representative:

The participant/participant's representative agrees to:

  1. inform the provider about how they wish the supports to be delivered to meet the participant's needs

  2. treat the provider with courtesy and respect

  3. talk to the provider if the participant has any concerns about the supports being provided

  4. give the provider a minimum of 24 hours' notice if the participant cannot make a scheduled appointment; and if the notice is not provided by then, the provider's cancellation policy will apply

  5. give the provider the required notice if the participant needs to end the Service Agreement (see 'Ending this Service Agreement' below for more information), and

  6. 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.