If you would like to contact Empowered Therapy and Training in
conjunction with Kool Kids Tutoring, please feel free to use one
of the following methods:
Phone: 1800 007 888
Email: contact@empoweredtherapyandtraining.com
Privacy and Confidentiality
All details contained within this Service Agreement are
considered to be private and confidential.
The only privileged parties to this information will be the
participant nominated in the Service Agreement, their
authorised representatives, plan nominees, Empowered
Therapy and Training in conjunction with Kool Kids Tutoring
(provider) and relevant governing bodies; inclusive of the:
National Disability Insurance Agency (NDIA)
NDIS Quality and Safeguards Commission (NDISQC)
Feedback, Complaints and Disputes
If the participant wishes to give the provider feedback, the
participant can fill out this form:
https://form.jotform.com/202357548626057 or call us on 1800
007 888.
If the participant is not happy with the provision of services /
supports and wishes to make a complaint they can call us on
1800 007 888.
If the participant is not satisfied or does not want to talk to the
designated person, they may refer their complaint to;
The Office of the Australian Commissioner Enquiries Line.
They can be contacted on; phone 1300 363 992 or email
The NDIS Safeguards and Quality Commission, for states
under their Jurisdiction. They can be contacted on phone
1800 035 544 or email
contactcentre@ndiscommission.gov.au or
complaints@ndiscommission.gov.au
Endeavour Foundation can be contacted on phone 1800
112 112 or email.
Yourtown can be contacted on phone (07) 3368 3399 or
email support@yourtown.com.au
Kids Helpline can be contacted on phone 1800 551 800.
Payments
The provider will seek payment for their provision of supports
after the participant(s) representative confirms satisfactory
delivery of the supports.
If the funding for any of the chosen supports provided
under this Service Agreement is managed by the
participant: The participant has chosen to Self Manage the
funding provided by the NDIS for the supports required by
the participant. After providing those supports, the
provider will send the participant an invoice for those
supports for the participant to pay. The participant will
pay the invoice by internet banking within 7 days.
If the funding for any of the supports provided under a
Service Agreement is managed by a Plan Nominee: The
participants Plan Nominee manages the funding for
supports provided under this Service Agreement. After
providing those supports, the provider will send the
participant’s nominee an invoice for these supports for
the participant’s nominee to pay. The participant’s
nominee will pay the invoice by internet banking within 7
days
If the funding for any of the supports provided under a
Service Agreement is managed by the National Disability
Insurance Agency: The participant has nominated the
NDISQSC to manage the funding for supports provided
under this Service Agreement. After providing those
supports, the provider will claim payment for those
supports from the NDISQSC
If the funding for any of the supports provided under this
Service Agreement is managed by a Registered Plan
Management provider: The participant has nominated
the Plan Management provider to manage the funding for
NDIS supports provided under this Service Agreement.
After providing those supports, the provider will claim
payment for those supports from the Registered Plan
Management Provider.
Goods and Service Tax GST
For the purposes of GST legislation, the Parties confirm that:
A supply of supports under a NDIS Participant Service Agreement
is a supply of one or more of the reasonable and necessary
supports specified in the statement included, under subsection
33(2) of the National Disability Insurance Scheme Act 2013 (NDIS
Act), in the participants NDIS plan currently in effect under
section 37 of the NDIS Act.
The participants NDIS plan is expected to remain in effect during
the period the supports are provided; and
The participant(s) representative / nominee will immediately
notify the provider if the participants NDIS Plan is replaced by a
new plan or the participant stops being a participant in the NDIS.
This ONLY applies to NDIS Participants. Private participants will
be charged GST accordingly.
Refunds
Refunds may be made in the following circumstances only:
Errors in Amount Paid: Should an error be made in
the amount of any payments, you have 60 days in
which to notify Empowered therapy and training in
conjunction with Kool Kids Tutoring of the error. A
small processing fee may apply.
Errors by Us: Should an error be made by NDP or its
financial institution(s), full refunds will be made
immediately upon notification of the error and all
costs will be borne by NDP.
All requests for refunds must be made in writing and forwarded
as follows: finance@empoweredtherapyandtraining.com
Cancellations
If the end date of the Service Booking has not passed, it can be
extended but not beyond the end date of the participant plan.
Providers cannot create/change Service Bookings
retrospectively. Where a Service Booking is changed, both the
participant and provider must agree to the requested change of
the Service Booking.
Four (4) or more cancellations or no shows in a row and
Empowered Therapy and Training in conjunction with Kool Kids
Tutoring will contact you to discuss what action may be taken.
This may include:
1. Reviewing your service agreement (including times,
dates and locations for delivery) to avoid further
cancellations.
2. Putting your service agreement on hold.
Should there be further cancellations and or no shows after this,
you may risk having your service agreement cancelled by
Empowered Therapy and Training in conjunction with Kool Kids
Tutoring.
If participants are non-compliant or not engaging in services,
Empowered Therapy and Training in conjunction with Kool Kids
Tutoring will make all efforts to help participants to reengaged. Failing this, the provider reserves the rights to
terminate all services.
Short Notice Cancellations
As stated in NDIS Pricing Arrangements and Price Limits
Empowered Therapy and Training in conjunction with Kool Kids
Tutoring reserve the rights to apply or waive the following:
Where a provider has a Short Notice Cancellation (or no show),
they are able to claim 100% of the agreed fee associated with
the activity from the participant’s plan, subject to the NDIS
Pricing Arrangements and Price Limits and the terms of the
service agreement with the participant.
A cancellation is a short notice cancellation if the participant:
• Does not show up for a scheduled support within a
reasonable time, or is not present at the agreed place
and within a reasonable time when the provider is
travelling to deliver the support; or
• Has given less than seven (7) clear days’ notice for a
support.
For supports delivered to a group of participants, if a participant
cancels their attendance and if the provider is unable find
another participant to attend the group session in their place
then, if the other requirements for a short notice cancellation
are met, the provider is permitted to bill the participant who
has made the short notice cancellation at the previously agreed
rate that they would have billed if the participant had attended
the group. All other participants in the group should also be
billed as though all participants had attended the group.
Providers can only claim from a participant’s plan for a Short
Notice Cancellation of the delivery of a support item to the
participant if all of the following conditions are met:
• The NDIS Pricing Arrangements and Price Limits
indicates that providers can claim for Short Notice
Cancellations in respect of that support item; and
• The proposed charges for the activities comply with the
NDIS Pricing Arrangements and Price Limits; and
• The provider has the agreement of the participant in
advance (that is, the service agreement between the
participant and provider should specify that Short
Notice Cancellations can be claimed); and
• The provider was not able to find alternative billable
work for the relevant worker and are required to pay
the worker for the time that would have been spent
providing the support.
Claims for a short notice cancellation should be made using the
same support item as would have been used if the support had
been delivered, using the “Cancellation” option in the myplace
portal.
There is no hard limit on the number of short notice
cancellations (or no shows) for which a provider can claim in
respect of a participant. However, providers have a duty of care
to their participants and if a participant has an unusual number
of cancellations, then the provider should seek to understand
why they are occurring. The NDIA will monitor claims for
cancellations and may contact providers who have a participant
with an unusual number of cancellations.
Example - Short Notice Cancellation
A one-hour support is scheduled for 10 am on a Tuesday
following a Public Holiday Monday.
The participant cancels the support after 10 am on the
Thursday before the Public Holiday Monday and the
provider is not able to find alternative billable work for the
relevant worker and is required to pay the worker for the
time that would have been spent providing the support.
If the Service Agreement between the participant and the
provider has included cancellation arrangements then the
provider can claim for this support. The claim should be
made at the agreed rate for the service against the relevant
support item using the drop down field “Cancellation”.
SPECIAL CIRCUMSTANCES:
Charges may be waivered if you have experienced an emergency
such as: Hospitalisation or a death in the family.
This will be decided at the Directors discretion.
If there are more than eight (8) instances of cancellations or no
shows within a 12-month period, on the ninth (9th) occasion we
are required to notify the National Disability Insurance Agency,
so that consideration may be given to reviewing your supports
to your plan. This may affect your ongoing service provision with
us.
NDIS NOTE: No fee is payable by NDIS, or participant, for
cancellation by provider or any failure to deliver the agreed
supports.
Failure to pay within fourteen (14) days may risk cancellation of
services until paid in full.
If a participant makes a short-notice cancellation, which is after
3pm the day before the service, the provider will charge 90% of
the agreed price for the cancelled appointment.
For other cancellations, where the participant has provided
notice of cancellation prior to 3pm the day before the scheduled
service, no cancellation fee will apply.
If Empowered Therapy and Training in conjunction with Kool Kids
Tutoring is unable to provide a service at the agreed time a
suitable replacement session will be arranged with the
participant.