This service agreement is made between the above mentioned person, who is a participant in the National Disability Insurance Scheme, and The Trustee for Sarahs Family Trust, Trading as Alyv (TM), ABN: 31 891 008 162

This agreement shall remain valid for the duration of the participant's NDIS plan as specified above. Should the participant's NDIS plan roll over, be extended, reviewed, or renewed, this agreement and its terms and conditions will automatically extend beyond the original plan's expiry date, subject to mutual agreement between the parties.

We accept your bookings and continuation of services as an agreement and should you wish to end this agreement this needs to be put in writing to us at your earliest convinience.

Any amendments to the terms and conditions of this agreement must be agreed upon in writing by both parties, with a minimum notice period of two weeks provided to ensure adequate time for review and discussion. Regular reviews of this agreement may also be initiated at the request of either party to ensure it remains reflective of the persons needs and circumstances.

1. Review this agreement as required or when requested.

2. Provide services that align with your needs and goals, delivered at mutually agreed-upon times.

3. Be transparent and honest in all dealings with you.

4. Communicate effectively in a manner preferred by you.

5. Treat you with respect, dignity, and courtesy.

6. Proactively seek instruction and direction from you regarding all aspects of your support.

7. Provide clear, accessible information about managing complaints and concerns.

8. Actively listen to your feedback and respond promptly.

9. Give you a minimum of 24 hours' notice for any booking amendments.

10. Provide you with required notice if Alyv needs to end this agreement.

11. Protect your privacy and confidentiality.

12. Maintain accurate and up-to-date records of any services provided to you.

13. Issue invoices and statements promptly and accuratel.

14. Give a minimum of two weeks' notice in writing for any changes to the terms of this agreement.

15. Support you to exercise choice and control.

16. Ensure all staff interacting with you are trained and equipped.

17. Collaborate with other service providers and stakeholders with consent.

18. Ensure services are delivered in a safe, inclusive, and non-discriminatory.

19. Regularly review the quality of services provided.

20. Comply fully with the NDIS Code of Conduct and Alyv’s Code of Ethics.
    

1. Clearly communicate to Alyv how you wish the services to be delivered.

2. Treat Alyv staff and representatives with courtesy, respect, and professionalism.

3. Promptly inform Alyv if you have any concerns or feedback about the services being provided.

4. Provide Alyv with a minimum of one clear business day’s notice if you cannot attend a scheduled appointment.

5. Provide Alyv with the required notice if you wish to end this agreement.

6. Inform Alyv immediately if your NDIS Plan is suspended, replaced, or ends.

7. Provide Alyv with accurate and up-to-date information.

8. Ensure that support workers have safe and reasonable access to the home or community location.

9. Collaborate with Alyv to create and update a roster of supports.

10. Follow any agreed-upon policies and procedures

Core Supports (In Home and Community) (Hourly Rates)

CB - Increased Social and Community Participation (Hourly Rate) & Other CB Items for Supports Ex. Daily Living

CB - Improved Daily Living (seven years or older)

Gardening and Home Maintenance (Hourly Rate)

Activity Based Transport (with you or on your behalf) $0.90 per km paid directly to your worker.

If reports are required to assist with a plan review, please advise us with at least six weeks notice and we will arrange a quote based on the kind of reporting needed. There is no charge to supply general information such as your roster of supports or other documents we have on file regarding your services with us. 

Alyv does NOT charge for Provider travel (to get to and from your home).

Alyv does NOT charge for any establishment or set up costs.

The Alyv cancellation policy required you to give one clear business day notice for cancellations in order to not inccur a cancellation fee.

If a cancellation is made with less than one clear business days notice, Alyv will charge 100% of the agreed booking value.

For example, if you wish to cancel a booking on a Friday, we will need notice of this within business hours on the preceding Wednesday. 

Our business days are Monday through Friday, 9am to 5pm excluding public holidays.

Alyv will work with you to minimise late cancellations and we will offer you alternatives where possible. We will also make all efforts to ensure your wellbeing in the event that you don't attend a booking and have not given us any notice. This may include calling you, your emergency contacts or other people you have nominated or requesting a welfare check.

We promise to make every effort to reallocate your worker to other billable work and where we are successful you will not be charged for your cancellation.

Alyv will work with you to develop a roster of supports. This roster is how we will plan your services and staff availability.

Should you need any one off changes, please contact Alyv as soon as possible so we can plan for additional supports. We recommend at least two weeks notice so we can plan for one of your preferred staff members to be available to you. Changes and additions to the roster with less than two weeks notice cant be guaranteed but we will always try our best.

Should you need to permenantly change your bookings, please provide two weeks notice, although we will always try to facilitate these changes much sooner.

Alyv has developed a digital booking form where you can submit any requests or changes. Our staff can also complete this for you over the phone or will complete this when you submit a request for a change of your regular services. 
This form will be sent to you for your records and will form part of your agreement with Alyv untill you change it. This will ensure you have a written record of the booking requests at all times.

Should any changes to this agreement be needed, Alyv will discuss these in an open and transparent way to ensure your needs are met.

Should you wish to cancell this agreement we are happy to negotiate the cancellation period. If you are no longer needing our services you can cancel future bookings as per our cancellation policy and we can end services immediately.

Alternatively you can choose a future date, and we can work with your new supports to hand over and train them up until this time.

All parties agree that Alyv is an independent provider and will make invoices for services to be sent to self managed and plan managed participants and/or their nominees. 

We can not claim funds directly from NDIA for Agency Managed participants.

Alyv will be responsible for creating accurate invoices as soon as practicable after your service is delivered and the participant will be responsible for the payment of these invoices. All claims with the NDIA are the Participant's responsibility and, should the NDIA reject a claim for services, the Participant would be responsible for the payment of any invoices outstanding. 

Alyv will make all efforts to ensure invoices are acceptable by the NDIA, and Plan Managers, Participants and their nominees are responsible for managing their NDIA budgets and advising us if any changes to services are needed due to funding.

For the purposes of GST legislation, the Parties confirm that:

• A supply of Services under this Agreement is a supply of one or more of the reasonable and necessary Services specified in the statement included, under subsection 33(2) of the National Disability Insurance Scheme Act 2013 (NDIS Act), in the Participant’s NDIS Plan currently in effect under section 37 of the NDIS Act;

• The Participant’s NDIS Plan is expected to remain in effect during the period the Services are provided; and

• The Participant/Participant’s Representative will immediately notify the Provider if the Participant’s NDIS Plan is replaced by a new Plan or the Participant stops being a participant in the NDIS.

This section talks about how Alyv can gather, share and manage your information. This consent is optional and can be changed at any time, there will be no need for a new service agreement to be made in the event that you wish to change, modify or withdraw your consent. Please contact us and notify us of any changes to your consent as soon as is practical.

Please include as much detail as possible so we can ensure we are speaking to the right person, especially where you would like us to communicate with your Support Coordinator, Plan Manager or PBS clinician, other allied health practitioner or your other support staff and informal supports. 

We will only communicate with the people/organisations named here and will seek your consent should we need to speak to anyone not named here. Click "Add Item" to add more people or organisations to the list.

If you have a support coordinator, plan manager and/or positive behaviour support practicioners on your team these are all people we would regularly collaborate with. While not essential, including these key workers and the plan manager allows Alyv to gather reports, submit quotes and ensure that your supports are in line with your goals and the overall plan. 

Thank you, we confirm that you have asked we do not share your information or have any authority to gather information from any other prople or providers. This means that we will keep your information private and uphold your request, however, there may be times where Alyv is required by law to share your information. This includes:

• Receiving a subpoena lawfully requiring us to provide information

• Receiving a lawful FOI request from you or a person otherwise legally entitled to access this information

• In circumstances where there is a risk of harm to yourself, our workers or the community
  

• Other legislated reasons as set out in shedule 16A of the Australian Privacy Principals or otherwise specified in the Privacy Act 1988

If we do need to or are obligated to share or disclose your information for any reason under Australian law, we will notify you and communicate this to you as soon as practical after identifying that this will be lawfully required. 

By signing this you agree to all the terms and conditions in this agreement and confirm you have read and understood your obligations and your rights when dealing with Alyv.