# SERVICE AGREEMENT — AGED CARE (FULLY MANAGED)
## Support at Home Program

**Between Vitalstart Pty Ltd (ABN: 87 669 649 129)**
*Address: Bonville NSW, 2450 | Phone: 1300 989 440*
**and the Consumer named below**

*Compliant with the Aged Care Act 2024, Aged Care Rules 2025, Support at Home Program Manual, and the Strengthened Aged Care Quality Standards*

---

## 1. ABOUT THIS AGREEMENT

*A copy of your Notice of Decision and Support Plan are attached to and form part of this agreement.*

This Service Agreement is between Vitalstart Pty Ltd ("VitalStart", "we", "us") and you, the consumer receiving government-funded aged care services ("you", "Consumer").

Under the **Fully Managed** model, VitalStart manages your entire Support at Home budget and coordinates all services on your behalf. This means we handle care planning, provider coordination, budget management, invoicing, and claims to Services Australia — so you can focus on living well.

**Cooling-Off Period:** You have a **14-day cooling-off period** from the date of entering this agreement. You may withdraw from this agreement verbally or in writing at any time before services commence without penalty (you are only liable for services already received).

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## 2. CONSUMER DETAILS

| Field | Detail |
|---|---|
| **Full Name** | _____________________________________ |
| **Date of Birth** | ____/____/________ |
| **Address** | _____________________________________ |
| **Phone** | _____________________________________ |
| **Email** | _____________________________________ |
| **My Aged Care Client ID** | _____________________________________ |
| **Support at Home Classification** | ☐ Level 1  ☐ Level 2  ☐ Level 3  ☐ Level 4  ☐ Level 5  ☐ Level 6  ☐ Level 7  ☐ Level 8 |
| **Co-Contribution Rate** | Confirmed by Services Australia: _____% |
| **Pension Status** | ☐ Full Pensioner  ☐ Part Pensioner  ☐ Self-Funded Retiree |
| **Annual Cap Applicable** | ☐ Yes — Cap Amount: $_______ |

### Representative / Nominee (if applicable)

| Field | Detail |
|---|---|
| **Name** | _____________________________________ |
| **Relationship** | _____________________________________ |
| **Phone / Email** | _____________________________________ |
| **Authority** | ☐ Informal Representative  ☐ Power of Attorney  ☐ Guardian  ☐ Appointed Representative (s32 Aged Care Act 2024) |

---

## 3. YOUR RIGHTS — STATEMENT OF RIGHTS (Aged Care Act 2024, Part 5)

You have the following **enforceable rights**:

1. **Quality and safety** — Receive quality, safe services that meet your assessed needs
2. **Self-determination** — Make your own decisions and be supported in communicating them
3. **Dignity and respect** — Be treated with dignity at all times
4. **Independence** — Live as independently as possible
5. **Privacy** — Have your personal information kept confidential
6. **Information** — Receive clear information to make informed decisions
7. **Choice of provider** — Choose your provider and change providers at any time
8. **Choice of worker** — Nominate your preferred care workers through VitalStart's platform-enabler model (family, friends, independently sourced professionals — subject to verification)
9. **Cultural safety** — Have your culture, identity, and diversity respected
10. **No discrimination** — Receive services free from discrimination
11. **Complaints** — Make complaints without fear of adverse consequences
12. **Advocacy** — Access an independent advocate at any time (OPAN: 1800 700 600)
13. **No coercion** — You must not be pressured into this agreement

A copy of the **Charter of Aged Care Rights** and the **Code of Conduct for Aged Care** accompanies this agreement.

---

## 4. YOUR RESPONSIBILITIES

1. Treat care workers and VitalStart staff with courtesy and respect
2. Provide accurate, up-to-date information about your health, needs, and circumstances
3. Inform VitalStart promptly of any changes to your health, living situation, or contact details
4. Maintain a safe environment for care workers visiting your home
5. Provide at least **24 hours' notice** when cancelling or rescheduling a service where possible
6. Pay any co-contributions by the due date
7. Advise VitalStart if you are having difficulty making payments
8. Participate constructively in care planning and reviews

---

## 5. OUR RESPONSIBILITIES — WHAT Vitalstart WILL DO

1. Deliver services in accordance with this agreement and your care plan
2. Employ or engage only verified, qualified workers
3. Treat you with dignity, respect, and cultural sensitivity at all times
4. Provide clear, transparent invoicing with no hidden fees
5. Respond to service requests and changes within 2 business days
6. Review your care plan at least every 12 months (or sooner if your needs change)
7. Notify you of any changes to fees, services, or this agreement with at least 14 days' notice
8. Comply with the Aged Care Act 2024, Aged Care Quality Standards, and Code of Conduct
9. Report serious incidents under SIRS
10. Support you in exercising your rights, including the right to make complaints

---

## 6. SERVICES — WHAT'S INCLUDED

### 6.1 Fully Managed Includes

Under Fully Managed, VitalStart provides:

| What's Included | Description |
|---|---|
| **Dedicated Care Partner** | Your named coordinator — your single point of contact |
| **Care Plan Development** | Collaborative plan before services commence |
| **Budget Management** | We track, optimise, and report on your budget |
| **Service Coordination** | We schedule, monitor, and quality-assure all services |
| **Claims & Invoicing** | We claim the government subsidy from Services Australia |
| **Monthly Statements** | Itemised statement by the 7th of each month |
| **Review & Reassessment** | We coordinate ongoing reviews with assessors |
| **24/7 Support Line** | After-hours clinical guidance and emergency coordination |

### 6.2 Care Categories

Services are classified into three categories under Support at Home. Your co-contribution varies by category:

**Clinical Care** (0% co-contribution — all pension statuses)
- Registered nursing (wound care, medication management, clinical monitoring)
- Continence management
- Chronic disease management
- Palliative and end-of-life clinical support

**Independence** (5–50% co-contribution depending on pension status)
- Allied health (physiotherapy, occupational therapy, podiatry, speech, dietetics)
- Assistive technology and equipment
- Minor home modifications
- Falls prevention and mobility programs
- Restorative care interventions

**Everyday Living** (17.5–80% co-contribution depending on pension status)
- Personal care (showering, dressing, grooming, toileting)
- Domestic assistance (cleaning, laundry, household tasks)
- Meal preparation and nutrition support
- Shopping and errands
- Social support and community access
- Transport to appointments

### 6.3 How Services Are Delivered

1. **Worker Choice**: You may nominate your own preferred care workers or choose from VitalStart's verified pool. All workers must complete our 7-pillar verification process.
2. **Care Pooling**: Where available and with your consent, services may be delivered using our Care Pooling model, which reduces hourly costs by sharing travel and shift time (not the care itself). You can opt out at any time.
3. **Visit Confirmation**: Each visit is confirmed digitally with start/end times, GPS verification, and service delivery evidence.

---

## 7. FEES AND PAYMENTS

### 7.1 How Your Budget Works

| Component | Description |
|---|---|
| **Annual Budget** | Allocated by the government based on your classification level |
| **Government Subsidy** | Paid directly to VitalStart by Services Australia |
| **Your Co-Contribution** | The portion you pay, determined by Services Australia |
| **Annual Cap** | Your co-contributions are capped annually by the government |

### 7.2 Co-Contribution Rates

| Service Category | Full Pensioner | Part Pensioner | Self-Funded Retiree |
|---|---|---|---|
| **Clinical Care** | 0% | 0% | 0% |
| **Independence** | 5% | 10% | 50% |
| **Everyday Living** | 17.5% | 17.5% | 80% |

Once the annual cap is reached, VitalStart will cease collecting co-contributions for the remainder of the financial year.

### 7.3 Platform and Coordination Fees

The following fees are charged **on top of your independent care worker's hourly rate** and are itemised on your monthly statement. Your total hourly price = worker's rate + applicable platform and coordination fees.

| Fee Component | Rate | Applies To |
|---|---|---|
| **Base Platform Admin Fee** | $2.50 per hour | All services |
| **Standard Coordination** | $3.00 per hour | Domestic and personal care services |
| **Clinical Coordination** | $4.50 per hour | Allied health and nursing services |

- These fees cover worker verification, scheduling, visit confirmation, quality assurance, compliance monitoring, and service coordination
- **No separate administration, entry, or exit fees** apply — package management fees have been abolished
- All fees are itemised in your monthly statement

### 7.4 Care Management

VitalStart provides dedicated care management as part of your Fully Managed service. Care management includes care planning, ongoing reviews, reassessment coordination, stakeholder liaison, and proactive support oversight.

- Care management is charged at a rate of **$140 per hour**
- Care management time is **charged into the care pool** — it is deducted from your Support at Home budget, not invoiced separately
- Care management is **capped at 10%** of your quarterly budget (government-mandated maximum)
- Care management time is recorded and itemised in your monthly statement

### 7.5 Pricing

- VitalStart publishes standard prices on the **My Aged Care website**.
- Prices include all delivery costs — **no separate charges for travel or overheads**.
- We will provide **14 days' notice** before any price changes.
- From 1 July 2026, government price caps will apply.

### 7.6 Undetermined Prices

Where a service is required that is not listed in Schedule A, VitalStart will provide you with a written quote before the service commences. You must agree to the quoted price before any charge is applied. You may decline any new service without affecting your existing agreement.

### 7.7 Annual Co-Contribution Cap and Hardship

Once your annual co-contribution cap is reached, no further co-contributions are payable for the remainder of the financial year (1 July – 30 June). If you are experiencing financial hardship, contact your Care Partner — VitalStart will work with you on a payment arrangement and will not suspend services while a hardship application is being considered.


**Obligations & Hardship:** You are obligated to keep your income and asset details up to date with Services Australia. If you cannot afford your Support at Home contributions, you can apply for hardship assistance directly from Services Australia. VitalStart will assist you in understanding this process.
### 7.8 Invoicing and Statements

| Item | Detail |
|---|---|
| **Invoice Generation** | Weekly, based on completed services |
| **Payment Terms** | Co-contributions due within 14 calendar days |
| **Monthly Statements** | By the 7th of the following month |
| **Statement Contents** | Services received, costs, subsidies, co-contributions, budget balance |
| **Invoice Disputes** | Contact your Care Partner within 14 days; disputed amounts placed on hold |

### 7.9 Payment Method — Direct Debit

By signing this agreement and completing Direct Debit setup, you authorise VitalStart to debit your nominated account for co-contributions via our secure payment partner.

| Term | Detail |
|---|---|
| **Pre-Debit Notice** | 3 business days (SMS/email) |
| **Failed Payment Fee** | Up to $14.80 per dishonour |
| **Cancel/Alter** | 7 business days' written notice |
| **Auto-Cancel** | After 6 months with no debit |

### 7.10 Overdue Payments

| Days Overdue | Action |
|---|---|
| 7 days | Friendly SMS/email reminder |
| 14 days | Urgent reminder + payment plan offer |
| 30 days | Final notice — services may be suspended |

Hardship arrangements are always available. Contact your Care Partner.

---

## 8. CANCELLATION OF SERVICES

- Please provide **24 hours' notice** when cancelling a scheduled service.
- Short notice cancellations (less than 24 hours) may be charged at the agreed rate if VitalStart cannot reschedule the worker.
- VitalStart will waive fees in cases of hospitalisation, medical emergency, or other exceptional circumstances.
- If VitalStart cancels a service, we will offer an alternative time and not charge you.

---

## 9. CHANGES TO THIS AGREEMENT

1. Either party may request changes with reasonable notice. With the exception of changes required to implement GST laws, this agreement may only be varied by mutual consent following adequate consultation.
2. VitalStart will not reduce services without your informed consent (except for safety).
3. If your assessed needs change, we will update your care plan within 14 days.
4. Fee changes require **14 days' notice** and do not apply during the cooling-off period.
5. If your classification changes, your budget and services will be adjusted accordingly.

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## 10. ENDING THIS AGREEMENT

**By You:**

You may terminate this agreement at any time by providing **14 days' written notice**. No exit fees or penalties will apply. Your Support at Home funding is fully **portable**, which means that if you choose to change providers, your budget allocation and classification level will transfer with you. During the **14-day cooling-off period** from the date of signing, you may withdraw from this agreement without providing notice. You will only be liable for the cost of any services already received.

**By VitalStart:**

Under section 149-35(2) and section 149-40 of the Rules, VitalStart may cease services and terminate this agreement by providing **14 days' written notice** in the following circumstances: you no longer require the services covered by this agreement; you relocate outside of VitalStart's service area; or there is persistent non-payment of co-contributions after all hardship processes have been exhausted. VitalStart may immediately suspend services where there is a serious and imminent safety risk. In all cases, VitalStart will assist you in finding an alternative provider.

**Upon Ending:**

VitalStart will support your transition to another provider and will provide all necessary transition documentation within **7 business days** of the agreement ending. Any outstanding co-contributions will remain payable. All records will be retained in accordance with the Privacy Act 1988 and will be made available to you upon request.

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## 11. COMPLAINTS AND ADVOCACY

| Channel | Contact |
|---|---|
| **VitalStart** | Your Care Partner or complaints@vitalstart.net.au |
| **Aged Care Quality and Safety Commission** | 1800 951 822, www.agedcarequality.gov.au |
| **OPAN (Advocacy)** | 1800 700 600 |

- Complaints acknowledged within **2 business days**, resolved within **15 business days**.
- Making a complaint will not affect the care you receive.

---

## 12. PRIVACY, SIRS & GOVERNANCE

1. Personal information handled securely and only used in ways authorised under the **Privacy Act 1988** and **section 168 of the Aged Care Act 2024**.
2. Serious incidents reported under **SIRS** (Serious Incident Response Scheme).
3. All workers screened and verified.
4. Privacy enquiries: privacy@vitalstart.com.au
5. This agreement complies with **Australian Consumer Law** and does not contain unfair contract terms. If any term is found to be unfair, it will be void and the remainder of the agreement continues.

### Consent for Information Sharing

By signing this agreement, you consent to VitalStart sharing relevant personal and health information with: (a) Services Australia and My Aged Care as required for program administration; (b) your GP and other health professionals involved in your care; (c) your nominated representative or emergency contact; and (d) the Aged Care Quality and Safety Commission as required by law. You may withdraw consent for non-mandatory sharing at any time.

### Agreement Review

This agreement will be reviewed at least every **12 months**, or sooner if: (a) your needs or circumstances change; (b) your classification level changes; (c) there are significant fee changes; or (d) either party requests a review.

### Financial Position Transparency
Upon your request, VitalStart will provide you with a clear and simple presentation of our financial position and a copy of the most recent statement of our audited accounts within 7 days of your request.

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## 13. SIGNATURES

### Consumer (or Authorised Representative)

By signing, I confirm I have:
- Read and understood this agreement
- Been given reasonable time to consider and seek independent advice (including from a legal, financial, or advocacy service)
- Received the Charter of Aged Care Rights and Code of Conduct
- Not been pressured into signing

| | |
|---|---|
| **Signature** | _____________________________________ |
| **Full Name** | _____________________________________ |
| **Date** | ____/____/________ |
| **Capacity** | ☐ Self  ☐ Representative (attach authority) |

### VitalStart Representative

| | |
|---|---|
| **Signature** | _____________________________________ |
| **Full Name** | _____________________________________ |
| **Position** | _____________________________________ |
| **Date** | ____/____/________ |

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## SCHEDULE A — SERVICE AND FEE SCHEDULE

| Service | Category | Delivered by Third Party | Price Justification | Frequency | Est. Hours/Week | Hourly Rate | Co-Contribution |
|---|---|---|---|---|---|
| | ☐ Clinical ☐ Independence ☐ Everyday | ☐ Yes ☐ No | *If higher than MAC rate, list reason* | | | $ | % |
| | ☐ Clinical ☐ Independence ☐ Everyday | ☐ Yes ☐ No | *If higher than MAC rate, list reason* | | | $ | % |
| | ☐ Clinical ☐ Independence ☐ Everyday | ☐ Yes ☐ No | *If higher than MAC rate, list reason* | | | $ | % |
| | ☐ Clinical ☐ Independence ☐ Everyday | ☐ Yes ☐ No | *If higher than MAC rate, list reason* | | | $ | % |

### Budget Summary

| Item | Amount |
|---|---|
| **Annual Budget Allocation** | $ |
| **Care Management Fee (max 10%)** | ____% of quarterly budget |
| **Est. Weekly Service Cost** | $ |
| **Est. Weekly Co-Contribution** | $ |
| **Est. Annual Co-Contribution** | $ |
| **Annual Cap** | $ |

### Payment Setup

| | |
|---|---|
| **Payment Method** | ☐ Direct Debit  ☐ Bank Transfer |
| **Account Name** | _____________________________________ |
| **BSB / Account** | ___________ / _____________________________________ |

*Bank details collected securely via our payment partner's hosted widget.*

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*Document Version: 1.0 | Effective: [DATE] | Review: 12 months*
*Compliant with Aged Care Act 2024, Aged Care Rules 2025, Support at Home Program Manual, and Strengthened Aged Care Quality Standards.*