Service Agreement

1. Purpose

This Agreement outlines the terms and conditions under which Shine Disability Care will provide NDIS-funded supports and services to the Participant, consistent with the Participant's NDIS Plan.

2. Services Provided

Shine Disability Care will deliver supports within the following support categories:

• Core Supports
• Capacity Building Supports

Services will be delivered in alignment with the Participant's stated goals and preferences as detailed in their NDIS Plan.

3. Schedule of Supports and Rates

Support will be provided at the prices listed in the current NDIS Pricing Arrangements and Price Limits, which are subject to change.

If the Participant is transported using the provider's vehicle, a transport fee of $1 per kilometre will be charged and logged.

4. Payment Terms

Invoices will be issued weekly and must be paid within seven (7) days. Payment methods include:

• NDIS Plan-Managed funding
• Self-Managed funding
• Direct payment by the Participant or their nominee

5. Cancellation Policy

• 48 hours' notice is required for cancellations.
• Cancellations made with less than 48 hours' notice will be charged at 90% of the agreed fee unless exceptional circumstances apply.
• Same-day cancellations or no-shows will be charged at 100% of the agreed fee.

6. Participant Charter

This Agreement incorporates the Shine Disability Care Participant Charter.

Participant Rights:

• To be treated with dignity and respect
• To receive safe, appropriate, and culturally respectful services
• To participate in decision-making
• To privacy and confidentiality
• To raise concerns or make complaints without fear

Participant Responsibilities:

• To treat staff respectfully
• To provide accurate and current information
• To notify Shine of any changes to your situation or plan
• To participate in agreed services and comply with this Agreement

7. Consent and Privacy

By signing this Agreement, you acknowledge and consent to the following:

Information Storage

Your information is stored securely using encrypted digital systems or locked filing where applicable, and is only accessible to authorised personnel.

Information Sharing

Information may be shared with NDIS-related personnel, healthcare providers, or emergency services as necessary. You may nominate individuals you consent to share information with (e.g., family members, support coordinator). You may also nominate individuals with whom information should not be shared by emailing us at hello@shinedisabilitycare.com.au.

Audit Participation

Your records may be used in compliance audits. You may opt out at any time by notifying Shine Disability Care in writing.

Right to Access and Update

You have the right to access and request corrections to your information.

Easy Read Versions

Available upon request.

8. Emergency and Disaster Planning

Shine Disability Care will:

• Follow an emergency response procedure to ensure safety
• Communicate with you or your representative
• Arrange for continuity of support where possible

9. Feedback and Complaints

Participants are encouraged to:

• Provide feedback to improve services
• Lodge complaints via email: hello@shinedisabilitycare.com.au
• Access advocacy support if needed

Complaints are handled in accordance with Shine's complaints handling policy.

10. Confidentiality

Your information will only be shared when necessary for service delivery or when legally required. Support worker details will not be shared without consent.

11. Term and Termination

This Agreement begins upon signing and continues until terminated by either party with 14 days' written notice. Termination may also occur immediately if there is a breach of this Agreement.

12. Governing Law

This Agreement is governed by the laws of Queensland, Australia.