Updated and Effective from: October 2024

Purpose

• To outline the process of changing, reviewing or ending Lend A Friend Service Agreements

Policy

• The Service Agreement is in effect from the date it is signed until:
  • The next NDIS plan review date
  • The end date listed in the Service Agreement (if listed)
  • Superseded with a new Service Agreement
  • Formally terminated by Lend A Friend or the Member receiving support (or their advocate)
  • Funding for our services have run out
  • Changes to your NDIS plan have occurred, which have made our Service Agreement void
  • A breech of our policies calls for termination of our services
• The Service Agreement is a dynamic document and can be changed, revised, and terminated if and as needed

Changes to the Service Agreement

• Lend A Friend has the right to make changes to our terms, pricing and Service Agreements as needed
• If large changes to services are required:
  • Members can contact the Care Manager listed in their Service Agreement and request a change to their Service Agreement
  • A new Service Agreement should be made to better reflect the new services that will be provided, and to reallocate funding for these new services
• A large change may involve:
  • Changing the type of funding category being charged
  • Drastically increasing or decreasing hours of services per week
  • Having a new NDIS plan which is very different to the plan which their Service Agreement is based on
  • Working on new NDIS goals
• If small changes to services are required:
  • Members can contact the Care Manager listed in the Service Agreement to discuss what changes to services they want to occur
  • The Member can make these changes by negotiating directly with their Helper, without needing to contact the Care Manager, provided the changes fall into the “small changes” category below
• Small changes may include changes in:
  • Day or time of day that services are provided
  • The Helper who provides the service
  • Location of where the service is provided, or how its provided
  • The type of service provided, assuming its still in a similar NDIS bucket of funding (Still core funding)

Reviewing the Service Agreement

• Service Agreements need to be reviewed, to ensure they remain reflective of Member NDIS goals and to ensure services provided are still reasonable and necessary
• Members can contact their Care Manager if they suspect their Service Agreement is due for review
• Members should alert their Care Manager if there have been changes to their NDIS plan, as this is cause for a review of the Service Agreement
• Care Managers will contact Members when they believe Service Agreements need to be reviewed and updated. Reasons for this could include:
  • Member NDIS plan is being reviewed, and they get a new plan/goals
  • Lend A Friend making changes to their business model, terms, conditions, and a new Service Agreement needs to replace an out of date one
  • The Member requesting large changes to services
• If a Service Agreement ends before a new agreement is made, services may continue to be provided as long as both parties are happy with this arrangement, and the services are still compliant with NDIS requirements