# SERVICE AGREEMENT — AGED CARE (SELF 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 **Self Managed** model, **you** manage your own Support at Home budget. VitalStart delivers services you request and invoices you directly. You are responsible for tracking your budget, paying invoices, and managing your own care plan (though VitalStart can assist with coordination if you wish).

**Key differences from Fully Managed:**

| | Fully Managed | Self Managed (this agreement) |
|---|---|---|
| **Budget management** | VitalStart manages | You manage |
| **Care coordination** | VitalStart coordinates | You coordinate (with support available) |
| **Claims to Services Australia** | VitalStart claims | Government pays you; you pay VitalStart |
| **Invoices** | Internal (government subsidy claimed directly) | Sent to you for payment |
| **Care plan** | VitalStart develops collaboratively | You direct; VitalStart supports |

**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).

---

## 2. CONSUMER DETAILS

| Field | Detail |
|---|---|
| **Full Name** | _____________________________________ |
| **Date of Birth** | ____/____/________ |
| **Address** | _____________________________________ |
| **Phone** | _____________________________________ |
| **Email** | _____________________________________ |
| **My Aged Care Client ID** | _____________________________________ |
| **Support at Home Classification** | ☐ Level 1–8: Level _____ |
| **Co-Contribution Rate** | _____% (confirmed by Services Australia) |
| **Pension Status** | ☐ Full Pensioner  ☐ Part Pensioner  ☐ Self-Funded Retiree |
| **Annual Cap** | $ _______ |

### Representative (if applicable)

| Field | Detail |
|---|---|
| **Name** | _____________________________________ |
| **Relationship / Authority** | _____________________________________ |
| **Phone / Email** | _____________________________________ |

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## 3. YOUR RIGHTS

You have all rights under the **Statement of Rights** (Aged Care Act 2024, Part 5), including:

- Quality and safe services meeting your assessed needs
- Self-determination — make your own decisions about your life and care
- Dignity, privacy, and respect
- Choice of provider and workers (VitalStart's platform-enabler model lets you nominate preferred workers)
- Cultural safety and freedom from discrimination
- Right to complain without adverse consequences
- Access to independent advocacy (OPAN: 1800 700 600)
- You must not be pressured into this agreement

A copy of the **Charter of Aged Care Rights** accompanies this agreement.

---

## 4. 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

---

## 5. SERVICES

### 5.1 What VitalStart Provides

As a Self Managed consumer, you direct your own care. VitalStart provides the **service delivery** you request:

| Service Category | Examples | Your Co-Contribution |
|---|---|---|
| **Clinical Care** | Nursing, wound care, medication management, continence, chronic disease | 0% (all pension statuses) |
| **Independence** | Allied health (physio, OT, podiatry, speech, dietetics), assistive technology, home modifications | 5% (Full) / 10% (Part) / 50% (Self-Funded) |
| **Everyday Living** | Personal care, domestic assistance, meals, shopping, social support, transport | 17.5% (Full/Part) / 80% (Self-Funded) |

### 5.2 Optional Coordination Support

While you manage your own budget, VitalStart can provide the following **optional** support:

| Optional Service | Description | Fee |
|---|---|---|
| **Care Coordination** | Help scheduling services and liaising with providers | $[X]/hour |
| **Budget Guidance** | Quarterly budget review and optimisation advice | Included |
| **Care Plan Assistance** | Help developing your care plan | $[X] one-off |

### 5.3 How Services Are Delivered

1. **Worker Choice**: Nominate your own preferred workers or choose from VitalStart's verified pool.
2. **Scheduling**: You request services via the VitalStart app, phone, or email.
3. **Visit Confirmation**: Each visit confirmed digitally with times, GPS, and service evidence.
4. **Care Pooling**: Available where you consent. Opt out at any time.

---

## 6. FEES AND PAYMENTS

### 6.1 How Payment Works (Self Managed)

1. VitalStart delivers your requested services
2. VitalStart sends you an **invoice** after each service (or weekly if you prefer)
3. You pay VitalStart from your Support at Home budget funds
4. You track your own budget balance

### 6.2 Pricing — Two Service Lanes

Under Self Managed, you have two ways to receive services. Each has its own pricing:

**Lane 1 — VitalStart Services (verified independent workers)**

- Charged at VitalStart's **published prices** as listed on the My Aged Care website
- Published prices include all platform costs — verification, scheduling, visit confirmation, backup matching, care pooling, and coordination
- **No separate loading, administration, or overhead charges**
- Price changes require **14 days' notice**
- Government price caps apply from 1 July 2026

**Lane 2 — External Provider Invoices**

Where you engage external providers independently and request VitalStart to process their invoices on your behalf:

- The external provider's invoice amount + an **invoice processing fee of 10%, capped at $200 per invoice**
- This fee covers invoice verification, compliance checking, payment processing, and record-keeping

| Invoice Amount | Processing Fee | Total Cost |
|---|---|---|
| $100 | $10 | $110 |
| $500 | $50 | $550 |
| $2,000 | $200 (cap) | $2,200 |
| $10,000 | $200 (cap) | $10,200 |

- External invoices are processed within the normal payment cycle — **no monthly batching**
- External invoices must include: ABN, provider name, date of service, description, and amount
- VitalStart will verify that external services align with your assessed needs and Support at Home guidelines
- You are responsible for ensuring external providers meet applicable quality and safety requirements
- VitalStart is not liable for the quality of services delivered by external providers

### 6.3 Platform and Coordination Fees

The following fee is charged **on top of your independent care worker's hourly rate** and is itemised on your invoice. Your total hourly price = worker's rate + platform fee.

| Fee Component | Rate | Applies To |
|---|---|---|
| **Base Platform Admin Fee** | $4.50 per hour | All services |

- This fee covers worker verification, scheduling, visit confirmation, quality assurance, and compliance monitoring
- The fee is itemised on each invoice

### 6.4 Care Management

Care management includes care planning support, budget guidance, reviews, reassessment coordination, 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
- Care management time is recorded and itemised in your statements

### 6.5 Payment Terms

| Item | Detail |
|---|---|
| **Invoice Frequency** | Per service or weekly (your choice) |
| **Payment Due** | Within **14 calendar days** of invoice |
| **Payment Methods** | Direct Debit, Bank Transfer, or BPAY |

### 6.6 Direct Debit

You may authorise VitalStart to debit your account for invoiced amounts 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 |

### 6.7 Overdue Payments

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

Hardship arrangements available at any time.

### 6.8 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.

### 6.9 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 VitalStart — we will work with you on a payment arrangement and will not suspend services while a hardship application is being considered.

---

## 7. CANCELLATION, CHANGES & TERMINATION

### 7.1 Cancelling Services

- **24 hours' notice** preferred for cancellations.
- Short notice cancellations may be charged if the worker cannot be rescheduled.
- Waived for hospitalisation, medical emergency, or exceptional circumstances.

### 7.2 Changes

- Request changes to services at any time. Changes documented in writing. With the exception of changes required to implement GST laws, this agreement may only be varied by mutual consent following adequate consultation.
- Services will not be reduced without your consent (except for safety).
- VitalStart provides **14 days' notice** of fee changes.

### 7.3 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: persistent non-payment of invoices; you relocate outside of VitalStart's service area; or there are serious safety concerns that cannot be resolved. VitalStart will support your transition to another provider and will provide all necessary transition documentation within **7 business days** of the agreement ending.

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## 8. COMPLAINTS AND ADVOCACY

| Channel | Contact |
|---|---|
| **VitalStart** | complaints@vitalstart.net.au |
| **ACQSC** | 1800 951 822, www.agedcarequality.gov.au |
| **OPAN** | 1800 700 600 |

Complaints acknowledged within 2 business days, resolved within 15 business days. Complaining will not affect your care.

---

## 9. PRIVACY & GOVERNANCE

- Personal information handled securely and only used in ways authorised under the Privacy Act 1988 and section 168 of the Aged Care Act 2024.
- Serious incidents reported under SIRS
- All workers screened and verified
- Privacy: privacy@vitalstart.com.au
- 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.

---

## 10. YOUR RESPONSIBILITIES

1. Manage your Support at Home budget and track spending
2. Pay invoices within 14 days
3. Provide accurate information about your needs
4. Maintain a safe environment for workers
5. Give reasonable notice for cancellations
6. Inform VitalStart of relevant changes

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## 11. SIGNATURES

### Consumer (or Representative)

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 have not been pressured into signing.

| | |
|---|---|
| **Signature** | _____________________________________ |
| **Full Name** | _____________________________________ |
| **Date** | ____/____/________ |
| **Capacity** | ☐ Self  ☐ Representative |

### 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* | | | $ | % |

### Payment Setup

| | |
|---|---|
| **Payment Method** | ☐ Direct Debit  ☐ Bank Transfer  ☐ BPAY |
| **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.*