NDIS Service Agreement

About this agreement

This agreement applies to services booked through AssistMeIn using NDIS funding. It sits alongside our Terms & Conditions, Privacy Policy and Refund & Cancellation Policy. If there is a conflict on an NDIS matter, this agreement applies.

• The participant (or their nominee) and the Service Provider agree to the service described in the job and the accepted bid.
• AssistMeIn is a platform that connects the two. We are not a party to the service itself, and we are not an NDIS registered provider, plan manager or support coordinator.
• You can ask the Service Provider for a separate written service agreement. A written agreement between you and the provider is encouraged for ongoing supports.

Services and pricing

The job and accepted bid set out what will be provided.

• The description, support item, price and timing are those in the accepted bid or offer.
• Prices must not exceed the applicable NDIS Price Guide limits for the support provided.
• Changes to the service or price must be agreed in writing through the platform before the work is done.
• Longer jobs may be billed weekly or on a multi-line invoice, with each line showing the dates, support item code, hours and rate.
• NDIS supports are generally GST-free, and the invoice will show this.

How payment works

Payment depends on how the participant manages their NDIS plan.

• Self-managed, pay upfront: the participant pays when accepting the bid and the money is held until the job is approved.
• Self-managed, invoice after service: the provider sends an invoice with a payment link once the service is done.
• Plan-managed: the invoice is sent to the plan manager, with 30-day payment terms.
• Platform fees are charged to the provider and are not added to the participant's costs.
• Cancellations and refunds follow the Refund & Cancellation Policy.

Provider obligations

A Service Provider offering NDIS services through AssistMeIn agrees to:

• Be registered with the NDIS Quality and Safeguards Commission, or meet the requirements for unregistered providers, and keep their documents and checks up to date.
• Follow the NDIS Code of Conduct and deliver supports safely, with care and skill.
• Treat the participant with dignity and respect, and respect their choice and control over their supports.
• Only invoice for supports that were agreed and actually delivered.
• Report incidents, injuries and complaints as the NDIS rules require.
• Not misrepresent their registration, qualifications or experience.

Participant responsibilities

A participant (or their nominee) agrees to:

• Check that the service is a reasonable and necessary support under their plan.
• Give accurate plan details, and tell the provider promptly about changes to their needs, plan or availability.
• Treat the provider and their workers with respect and provide a safe environment.
• Approve completed work, or raise concerns, within the approval period.
• Keep invoices and receipts as their plan manager or the NDIA may require.

Privacy and confidentiality

Information about a participant's disability, health and supports is sensitive. Providers must use it only to deliver the agreed service and must not share it without consent, except where the law requires it. AssistMeIn handles personal information as described in our Privacy Policy.

Feedback, complaints and disputes

You can raise a concern at any time.

• Speak to the other party first, using the platform chat.
• If that does not resolve it, contact AssistMeIn through Contact Support and our admin team will review it.
• You can also contact the NDIS Quality and Safeguards Commission at any time. Raising a complaint will not affect your supports.

Ending the service

A participant or provider can cancel a booked job through the platform, as set out in the Refund & Cancellation Policy. AssistMeIn may suspend a provider who breaches this agreement, the NDIS Code of Conduct or our Terms.

Contact us

Support: support@assistmein.com.au. Legal enquiries: legal@assistmein.com.au.