Connected Kidz Coaching Program Service Agreement

GENERAL INFORMATION

This Service Agreement outlines the responsibilities of both Connected Kidz and the Participant in relation to services provided by Connected Kidz. In this Agreement the “Service Provider” is Connected Kidz and YOU are the Participant.

1.1 SCHEDULE OF SUPPORTS FOR NDIS CLIENTS
Coaches regular hourly rate $193.99/hr

Program Cost $4,655.77

3x30min sessions for

16 weeks

(24hrs total)

Non face-to-face $1,066.95*

support provision

5.5hrs over 16 weeks

TOTAL COST - $5,722.72*

*Reporting costs may vary depending on the needs of the participant. In complex cases more “Non face-to-face support provisions” may be required by the therapist.

*The prices for our services are listed as $193.99/hr. However, due to the nature of our billing system, the final invoice may reflect minor rounding adjustments. We appreciate your understanding.

1.3 NON FACE-TO-FACE SUPPORT PROVISIONS

We charge for “Non Face-To-Face Support Provisions" in line with the NDIS who consider non face-to-face support to be:

“Tasks that are completed outside of direct support with the participant. These tasks include (but not limited to) communication books, development and monitoring of care plans, data collection for goal review and reporting, research and planning directly related to a participants needs”.

Our coaches charge for Non contact time as detailed in the “Schedule Of Supports Section” for time spent on Program creation, Re-assessment and Report Writing. Time spent on this is charged at the coaches regular hourly rate.

2. INVOICING

Below outlines the invoicing process, and how and when payments are to be made for Connected Kidz services.

2.2 Overdue Invoice Policy

What happens when an invoice is not paid on time?

Connected Kidz reserves the right to cease providing services where a participant allows payment of their invoice to lapse 14 days after the due date of invoice.

The Participant and, if applicable, the Participants Plan Manager, will be notified by email when an invoice is 7 days overdue. The email will advise that services are at risk and may be suspended if invoice is not paid by 14 days after the invoice due date.

The Participant and, if applicable, the Participants Plan Manager, will be notified by email when an invoice is 14 days overdue advising that services are suspended until payment is received.

What does services suspended mean?

When a Participant's invoice is 14 days overdue the Participants coaching sessions will be immediately suspended and will only resume when payment for overdue invoice is received.

Where a Participant fails to pay an invoice or invoices and the Service Provider is unable to resolve payment of invoice or invoices directly with a Participant may result in further action being taken through NDIS or a collection agency. 

What happens if I run out of NDIS funding?

If you know you are coming to the end of your funding, it is your responsibility to let Connected Kidz know. you need to do this by emailing [email protected] and ask them to pause your sessions until the situation is sorted out. NB- ANY INVOICES NOT PAID BY NDIS WILL BE THE PERSONAL RESPONSIBILITY OF THE PARTICIPANT. This means you will be required to pay out of pocket for any outstanding invoices.

NB- eCollect is our debt recovery service. You shall pay Connected Kidz for all costs incurred by Connected Kidz (including costs for which Connected Kidz may be contingently liable) in any attempt to collect any monies owed by you to Connected Kidz under this Agreement including debt collection agent costs, repossession costs, location search costs, process server costs and solicitor costs on a solicitor/client basis.

3. WHAT IS EXPECTED OF THE PARTICIPANT?

When you sign the Service Agreement, it means that you agree to do the things that are expected of you. These are called your responsibilities. Your responsibilities include things like:

• Being polite and respectful to the staff who work with you.

• Telling the service provider if you can't make it to an appointment - you should always let the service provider know with at LEAST 24 hrs notice before your scheduled appointment time. No fee's will apply.

• Telling the service provider if you've got any problems.

• Telling the service provider straight away if you want to end the Agreement.

• Paying Invoices on time.

For NDIS Participants ONLY:
Letting the service provider know immediately if your NDIS Plan changes or if you stop using the NDIS.
Let the service provider know if you want to pay for extra services that might be outside of your plan or for private services that you still want to keep receiving even when your NDIS supports are exhausted.

5. HOW TO MAKE CHANGES

Any changes to the agreement have to be in writing, signed and dated. A new agreement may be needed. The service provider and participant must agree on the changes.

What if I want to PAUSE my Program?

We allow a MAXIMUM of 2 weeks Pause for extenuating circumstances (ie- family issues, unforeseen emergency etc). We will hold your session times with your coach for up to two weeks, however if the pause is longer than 2 weeks, Connected Kidz reserves the right to cancel your program and/or reassign you to another coach. While we will do our best to accomodate your needs, we can not guarantee that your preferred time slots will be available beyond the 2 week pause period.

7. WHAT TO DO IF THERE IS A PROBLEM

The first person to contact is your coach. Most issues should be resolved amongst the participant and their coach. If you would like to raise a concern with someone other than your coach we invite you to contact our Support Manager at [email protected] and we will have the appropriate person contact you to discuss the concern.

9.1 Short Notice Cancellation

Where a provider has a Short Notice Cancellation (or no show), they are able to claim 100% of the agreed fee.

A cancellation is considered a short notice cancellation if the participant:

• Does not show up for a scheduled support within a reasonable time (10 minutes from the start of the session time).

• Has given LESS than 24hrs notice of cancellation.

INFORMATION FOR NDIS PARTICIPANTS ONLY

This Agreement is made according to the rules and the goals of the NDIS. It is a mandatory requirement of the NDIS for Agency and Plan Managed participants and highly recommended for Self-Managed Participants. The Service Provider values the transparency and clarity provided in this agreement for all participants and requires Self-Managed Participants to complete this agreement to reflect a shared understanding of the service. The participant and the service provider agree that this Agreement is in line with the main ideas of the NDIS.

The NDIS covers the full cost of reasonable and necessary supports, however in certain circumstances a participant may elect to pay for extra, private services that are not part of their plan or they may also choose to pay privately for the continuation of services when NDIS services are exhausted or rejected. This may happen for example, if the travel allocation is exhausted or if a participant requests a more comprehensive service than that permitted by the NDIS. Participants are under no obligation to pay for extra private services. The provider will only charge additional private services after seeking permission from the participant or when cancellations exceed the 6 hours claim permitted under the NDIS (as per our cancellation policy).