1. Respect the rights of staff, ensuring their workplace is safe and healthy and free from harassment.
2. Abide by the terms of your agreement with us.
3. Accept responsibility for your actions and choices, even though some choices may involve risk.
4. Give us enough information to develop, deliver and review your support plan.
5. Confirming service schedules: Reaching Sky endeavours to confirm service schedules either by email or SMS. However, it is your responsibility to be aware of the scheduled services. Understand that your needs may change, and with this, your services may need to change to meet your needs.
6. Cancellation Policy: Please be advised that, we ask you to give us at least 7 days’ notice via email, telephone or SMS for service cancellation. If a service is cancelled after trading hours in the day prior to the service delivery day, or if the participant is not present on the service day, a fee will be claimed from your NDIS plan. The participant will be charged up to 90% in case of cancellation of a scheduled service in less than 24 hours and this can happen up to 12 times per annum.
7. Complaints: Participant or their carer can make complaints to any of Reaching Sky staff via email or even in person; or contact Director on 0423 386 319. Upon request, Reaching Sky can provide a copy of the Complaint Management policy and procedure, or it may be accessible on the website. Initially the participant can contact Reaching Sky or the NDIS commission if they want to complain. Also, if under any circumstances, participants are not satisfied with the services and outcome of the complaint, it is their right to lodge a complaint with NDIS complaint commissioner 1800 035 544.
8. Advocate: It is the participant’s right to ask for an advocate if they require. Reaching Sky might appoint an advocate if it believes that participant needs it or if the Participant is not able to appoint any advocates.
The Provider will ensure that:
1. The provided services meet the needs and expectations of the participants;
2. Participant will be treated respectfully and communicated openly and honestly in a timely manner;
3. Provide consultation in order to support decisions related to how the services are provided, if required;
4. Participants’ feedback and complaints are taken seriously and implemented in the improvement process;
5. Keep records of services provided to the participant;
6. Assist the participants to make clear decisions and treat the Participant with courtesy and respect;
7. Avoid any conflict of interest between participants and staff;
8. Regularly improve the services provided to the participants and listen to the Participant’s feedback and resolve problems quickly;
9. Retain information in a confidential way and protect the Participant’s privacy and confidential information;
10. Ensure that everyone is living in a safe environment and any risk to the participants will be mitigated as soon as possible.
11. Provide supports in a manner consistent with all relevant laws, including the National Disability Insurance Scheme Act and Rules, and the Australian Consumer Law; keep accurate records on the supports provided to the participant;
12. Review the provision of supports regularly with the participant;
13. Issue regular invoices and statements of the supports delivered to the Participant.
14. Provide the participant with a minimum of 24 hrs’ notice if the provider has to change a scheduled appointment to provide support.
Fees are payable at the time of appointment if it is a self-managed or nominee managed fund. For all other funds, invoices are to be paid in 7 days. Different methods of payment are accepted by Reaching Sky including cash, BPAY, direct debit from the credit card or account provided by the participant. If the incurred cost is not covered by the NDIS Plan either due to lack of funds or lack of support, the participant is liable for the charges.
Service fees are based on the price limit set out in the NDIS Price guide. The Provider agrees to provide the support items, based on objectives and goals discussed when implementing NDIS Plan.
Hourly rates are applicable to the progress reports for the relevant support item in the NDIS Plan. In some circumstances, we may be able to charge a fee for services and support provided to the participant including transport or travel costs.
The provider will get in touch with your plan manager, who manages the funding for supports and also for claim payments for those supports. Should you not have any plan manager, the provider will suggest details of plan managers to help manage the funding for supports.
If the participant or Reaching Sky wants to change this agreement, they shall make any changes they have talked about and agreed to in writing. The written changes should be dated and signed by both parties.
Personal Information: Information obtained during your service provision period will be treated as confidential and secure information except in several circumstances as follows:
Workers shall provide progress reports to the participant and NDIA outlining plan objectives and goals and if those are met.
Information Security and Access: Personal information as well as medical information may be collected for service and support provision. During the service provision period, all note taking, and communications will become a part of participant records. All information will be stored and kept electronically on the patient’s file. It is your general right to have access to the participant file upon a written request. If any record or personal information is incorrect, it is your right to amend the correct information. Personal information of patients will be retained for 7 years.
If either the Participant or the Service Provider wants to end this agreement, each of them agrees to give 2 weeks’ notice to the other party. If the Participant or the Service Provider seriously breaches this agreement, that notice period will not be required.
This agreement shall continue as normal beyond the end date until either party provides seven (7) days written notice to the other party of its intent to terminate the agreement. Failure to provide such notice shall result in automatic renewal of this agreement for an additional term of equal length as the original term, with all terms and conditions remaining in full force and effect.
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Reaching Sky acknowledges the traditional custodians of the lands where we work.
We pay our respects to their elders, past and present.
We aim to provide a safe and welcoming health service for everyone.
