1. Purpose
This policy outlines Hausmate Pty Ltd's approach to service agreements and the standards we commit to in delivering supports to NDIS participants. It is consistent with the NDIS Act 2013, the NDIS Practice Standards, the NDIS Pricing Arrangements and Price Limits, and the NDIS Code of Conduct.
2. Service Agreements
Before commencing any NDIS-funded service, Hausmate will provide each participant with a written Service Agreement. The Service Agreement is a legal agreement between Hausmate and the participant (or their nominee) and must be signed by both parties before services commence.
Service Agreements are:
- Written in plain English and available in accessible formats upon request
- Explained verbally to the participant prior to signing
- Provided to the participant to keep (digital or physical copy)
- Reviewed and updated at least annually or when the participant's needs or plan changes
3. What Is Included in the Service Agreement
Each Hausmate Service Agreement will include:
- The participant's name and NDIS number
- Description of the supports to be provided (type, frequency, duration)
- The NDIS support category and support item number
- The price for each support and the total estimated budget allocation
- How and when services will be delivered
- The roles and responsibilities of both Hausmate and the participant
- Cancellation and notice requirements
- How to make changes to the agreement
- How to make a complaint
- Conditions under which the agreement may be terminated
- Acknowledgement that the participant has been informed of their rights
4. Pricing and NDIS Price Guide
Hausmate commits to charging at or below the maximum rates set in the current NDIS Pricing Arrangements and Price Limits at all times. We will never charge participants for supports that were not provided or agreed to.
All pricing is transparent and set out in the Service Agreement before services commence. Hausmate claims for services under the following support categories:
| Support Category | Support Item | Example Services |
|---|---|---|
| Assistance with Daily Life | Household Tasks (01_011) | General cleaning, laundry, dishes |
| Assistance with Daily Life | Assistance with Daily Life Tasks (01_019) | Organisation, decluttering |
Participants will receive an itemised statement of all claims made on their behalf. Hausmate will never claim for a service that was not delivered or for amounts that exceed the agreed rate.
5. Cancellation Policy
Hausmate understands that participants may sometimes need to cancel or reschedule appointments. Our cancellation policy is:
| Notice Given | Cancellation Charge |
|---|---|
| More than 2 business days before appointment | No charge |
| Less than 2 business days (short notice) | Up to 100% of the agreed support price may be charged in accordance with NDIS Pricing Arrangements |
| No notice / no show | Up to 100% of the agreed support price may be charged |
Hausmate will not charge a cancellation fee where the participant was unable to provide notice due to a health emergency or other circumstance beyond their control. Hausmate will also notify participants as early as possible if we need to cancel or reschedule, and will not charge the participant for Hausmate-initiated cancellations.
6. Service Delivery Standards
Hausmate commits to the following standards in every service interaction:
- Punctuality — Staff will arrive within the agreed time window. If delayed, the participant will be notified as soon as possible
- Consistency — Where possible, the same cleaner will be assigned to each participant to build rapport and familiarity
- Quality — Services are delivered to a consistently high standard. We carry out quality checks and actively seek participant feedback
- Dignity — Staff treat every participant's home with respect and care, and maintain strict confidentiality about the participant's personal circumstances
- Safety — Staff adhere to all WHS procedures and will not proceed with a task if it presents an unreasonable risk of harm
- Communication — Participants will be kept informed of any changes to their service, staffing, or pricing
- NDIS compliance — All services are delivered in accordance with the participant's NDIS plan and agreed Service Agreement
7. Participant Review Rights
Participants may review and request changes to their Service Agreement at any time. Requests for changes will be processed within 5 business days. Participants may also request a copy of their service records and NDIS claims at any time. Service records are retained for a minimum of 7 years.
8. Ending a Service Agreement
Either party may end a Service Agreement by providing written notice. Hausmate requires 5 business days' notice from the participant, unless ending the agreement immediately is necessary for safety reasons. Hausmate will provide a minimum of 14 days' written notice to the participant before ending a Service Agreement, and will assist the participant to find alternative providers during the transition period. Hausmate will never end a Service Agreement as a response to a complaint made by a participant.