# NDIS SERVICE AGREEMENT

**Between Vitalstart Pty Ltd (ABN: 87 669 649 129)**
**and the Participant named below**

*Compliant with the NDIS Act 2013, NDIS Code of Conduct, NDIS Practice Standards, and 2025–26 Pricing Arrangements and Price Limits*

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## 1. ABOUT THIS AGREEMENT

This Service Agreement is between Vitalstart Pty Ltd ("VitalStart", "we", "us") and you, the NDIS participant ("you", "Participant"). It sets out the supports we will provide, how they are delivered, how payments work, and our respective responsibilities.

This agreement is not legally mandatory under the NDIS (except for Specialist Disability Accommodation), but it is strongly recommended and represents best practice. It ensures clarity and protects both parties.

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## 2. PARTICIPANT DETAILS

| Field | Detail |
|---|---|
| **Full Name** | _____________________________________ |
| **Date of Birth** | ____/____/________ |
| **Address** | _____________________________________ |
| **Phone** | _____________________________________ |
| **Email** | _____________________________________ |
| **NDIS Number** | _____________________________________ |
| **Plan Start Date** | ____/____/________ |
| **Plan End Date** | ____/____/________ |
| **Plan Management Type** | ☐ NDIA Managed  ☐ Plan Managed  ☐ Self-Managed |
| **Plan Manager (if applicable)** | Name: _________________ Phone: _________________ Email: _________________ |

### Nominee / Representative (if applicable)

| Field | Detail |
|---|---|
| **Name** | _____________________________________ |
| **Relationship** | _____________________________________ |
| **Phone / Email** | _____________________________________ |
| **Authority** | ☐ Plan Nominee  ☐ Correspondence Nominee  ☐ Child Representative  ☐ Guardian |

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## 3. PROVIDER DETAILS

| Field | Detail |
|---|---|
| **Provider** | Vitalstart Pty Ltd |
| **ABN** | 87 669 649 129 |
| **NDIS Registration Number** | [INSERT IF REGISTERED] |
| **Phone** | hello@vitalstart.net.au |
| **Email** | hello@vitalstart.net.au |
| **Complaints** | complaints@vitalstart.net.au |

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## 4. AGREED SUPPORTS

The supports to be provided under this agreement are detailed in Schedule A. These supports align with the goals and funding in your NDIS plan.

**Supports may include:**
- Assistance with daily living (personal care, meal preparation, domestic tasks)
- Community participation and social skills development
- Transport assistance
- Allied health services (OT, physiotherapy, speech, psychology, dietetics)
- Assistive technology assessment and supply
- Capacity building and skill development
- Behaviour support
- Support coordination

**How supports are delivered:**

1. **Worker Choice**: Through VitalStart's platform-enabler model, you can nominate your preferred support workers. All workers complete our verification process.
2. **Scheduling**: Supports are scheduled by mutual agreement through the VitalStart app or your coordinator.
3. **Visit Records**: Each session is documented with start/end times, activities, and progress notes.

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## 5. PRICING AND PAYMENT

### 5.1 Pricing

- All prices comply with the current **NDIS Pricing Arrangements and Price Limits** (2025–26).
- Prices include all costs of delivering the support (worker time, administration, travel where applicable).
- Our current price list is available on request and published on the VitalStart website.
- We will provide you with a minimum of **14 days' notice** before changing any prices.

### 5.2 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** | $2.50 per hour | All supports |

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

### 5.3 Care Management

Care management includes care planning, ongoing reviews, coordination with your support team, 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 NDIS plan budget
- Care management time is recorded and itemised in your statements

### 5.4 Payment by Plan Management Type

**NDIA-Managed (Agency-Managed):**
- VitalStart creates a service booking in the NDIS portal (myplace) and claims payment directly from the NDIA after each support is delivered.
- You do not receive invoices or make payments directly.

**Plan-Managed:**
- VitalStart sends invoices to your nominated Plan Manager after each support is delivered.
- Your Plan Manager processes payment from your NDIS plan budget.
- You are responsible for ensuring your Plan Manager is aware of this agreement.

**Self-Managed:**
- VitalStart sends invoices directly to you after each support is delivered.
- Invoices are due within **14 calendar days** of issue.
- You claim reimbursement from your NDIS plan via the myplace portal.
- You may set up automatic payment via Direct Debit (see Section 5.5).

### 5.5 Direct Debit (Self-Managed Participants Only)

If you choose to pay via direct debit, you authorise VitalStart to debit your nominated bank account for invoiced amounts via our secure payment partner.

| Term | Detail |
|---|---|
| **Debit Timing** | 14 days after invoice issue |
| **Pre-Debit Notice** | 3 business days (SMS/email) |
| **Failed Payment Fee** | Up to $14.80 per dishonour |
| **Cancel/Alter** | 7 business days' written notice to VitalStart |
| **Inactivity** | Direct debit may be cancelled after 6 months of no debits |

### 5.6 Travel

Where travel is a component of delivering your supports:
- Travel time is charged at the applicable NDIS hourly rate, up to the NDIS maximum (typically 30 minutes per visit or as per your plan).
- Travel is only charged where it is a reasonable and necessary cost of delivering the support.
- No separate kilometre charges apply.

### 5.7 Undetermined Prices

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

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## 6. CANCELLATION POLICY

### 6.1 Short Notice Cancellation

A cancellation is considered **short notice** if you cancel:
- **Less than 7 clear days** before a scheduled support worker visit
- **Less than 2 clear business days** before a scheduled therapy/allied health appointment

### 6.2 Cancellation Charges

If you cancel at short notice, VitalStart may charge up to **100% of the agreed price** for the cancelled support, provided:
- The cancellation terms were explained to you before this agreement was signed
- VitalStart was unable to find alternative work for the support worker during the cancelled time
- VitalStart is still required to pay the worker for the time

### 6.3 Exceptions

VitalStart will waive cancellation charges in cases of:
- Hospitalisation or medical emergency
- Death or serious illness of a close family member
- Natural disaster or emergency
- Other circumstances at VitalStart's discretion

### 6.4 No-Shows

If a scheduled support does not proceed because you were not available and did not provide notice, the same cancellation charges apply.

### 6.5 Provider Cancellation

If VitalStart needs to cancel a scheduled support, we will:
- Provide as much notice as possible
- Offer an alternative time or replacement worker where available
- Not charge you for any cancelled support

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## 7. RESPONSIBILITIES

### 7.1 VitalStart Will:

1. Deliver supports safely, competently, and in accordance with your NDIS plan
2. Comply with the NDIS Code of Conduct and NDIS Practice Standards
3. Ensure all workers meet screening and qualification requirements
4. Treat you with dignity and respect
5. Protect your privacy and personal information
6. Communicate openly and honestly
7. Involve you in decisions about your supports
8. Provide supports in a way that promotes your independence, choice, and control
9. Respond to concerns and complaints promptly
10. Maintain adequate insurance coverage

### 7.2 The Participant Will:

1. Treat VitalStart workers and staff with courtesy and respect
2. Provide accurate information about your needs, circumstances, and NDIS plan
3. Inform VitalStart of changes to your NDIS plan, goals, or contact details
4. Provide reasonable notice when cancelling or rescheduling supports
5. Maintain a safe environment for workers visiting your home
6. Not ask workers to perform tasks outside the agreed supports or that are unsafe
7. Pay invoices by the due date (self-managed participants)
8. Raise any concerns about supports promptly

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## 8. CHANGING OR ENDING THIS AGREEMENT

### 8.1 Changes

Either party may request changes to the supports, schedule, or other terms by providing reasonable notice. Changes will be documented in writing and attached to this agreement.

If your NDIS plan is reviewed, reassessed, or changed, this agreement will be updated accordingly.

### 8.2 Ending the Agreement

**By You:**

You may terminate this agreement at any time by providing **14 days' written notice**. No exit fee or penalty will apply. Your NDIS funding remains with you at all times. If you choose to change providers, your plan and budget are fully portable.

**By VitalStart:**

VitalStart may terminate this agreement by providing **14 days' written notice** in the following circumstances: VitalStart can no longer meet your support needs safely; there is persistent non-payment of invoices (self-managed participants); you relocate outside of VitalStart's service area; or your NDIS plan ends and is not renewed.

**Immediate Termination:**

Either party may terminate this agreement immediately where there is a serious safety concern. In such circumstances, VitalStart will assist you in finding an alternative provider and will provide all necessary transition documentation within **7 business days**.

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## 9. COMPLAINTS AND FEEDBACK

| Channel | Contact |
|---|---|
| **VitalStart** | Your coordinator, complaints@vitalstart.net.au, or in-app feedback |
| **NDIS Quality and Safeguards Commission** | 1800 035 544, www.ndiscommission.gov.au |
| **Disability Advocacy** | Your local disability advocacy service |

- All complaints are acknowledged within **2 business days** and investigated within **15 business days**.
- Making a complaint will not affect the supports you receive.

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## 10. PRIVACY AND INFORMATION

1. VitalStart collects, uses, and stores your personal information in accordance with the **Privacy Act 1988** and the Australian Privacy Principles.
2. Information is shared only with those involved in your supports, your Plan Manager (if applicable), the NDIA, and as required by law.
3. You may access, correct, or request deletion of your personal information at any time.
4. Contact: 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 information with: (a) the NDIA and myplace portal as required for claims and service bookings; (b) your Plan Manager (if applicable); (c) allied health professionals and other providers involved in your supports; (d) your nominee or representative; and (e) the NDIS Quality and Safeguards 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 when your NDIS plan is reviewed/reassessed, whichever comes first. Either party may also request a review at any time.

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## 11. GOODS AND SERVICES TAX (GST)

NDIS supports are GST-free as "disability supports" under the GST Act. Prices quoted in this agreement and on invoices are GST-free.

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## 12. SIGNATURES

### Participant (or Nominee/Representative)

By signing, I confirm I have read and understood this agreement, including the cancellation policy. I have been given reasonable time to consider and seek independent advice (including from a legal, financial, or advocacy service). I have not been pressured into signing.

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

### VitalStart Representative

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

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## SCHEDULE A — SUPPORT DETAILS AND PRICING

| NDIS Support Item | Support Item Number | Unit | Price | Frequency | Est. Weekly Hours |
|---|---|---|---|---|---|
| | | per hour | $ | | |
| | | per hour | $ | | |
| | | per hour | $ | | |
| | | per hour | $ | | |
| | | each | $ | | |

### Plan Budget Summary

| | |
|---|---|
| **Relevant Plan Budget Category** | _____________________________________ |
| **Budget Amount** | $ |
| **Estimated Weekly Spend** | $ |
| **Plan Review Date** | ____/____/________ |

### Payment Details (Self-Managed Only)

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

*Bank details collected securely via our payment partner's hosted widget. VitalStart does not store raw bank account details.*

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*Document Version: 1.0 | Effective: [DATE]*
*Compliant with NDIS Act 2013, NDIS Code of Conduct, NDIS Practice Standards, and 2025–26 NDIS Pricing Arrangements and Price Limits.*