This Service Agreement is between you and On the Trail Supports.

Purpose

The purpose of this agreement is to describe the support provided to you by On the Trail Supports, funded through your NDIS plan.

This agreement is in the context of the NDIS, a scheme that aims to:

• Support the independence and social and economic participation of people with disabilities.

• Enable people with disabilities to exercise choice and control in the pursuit of their goals and in the planning and delivery of their supports.

Our Responsibilities

On the Trail Supportswill:

• Treat you with courtesy and respect.

• Communicate openly and honestly, in a timely manner.

• Work with you to provide services that suit your needs.

• Review your services with us when needed, at minimum every 12 months.

• Provide you with information about managing complaints or disagreements.

• Provide you with information on how to change or cancel supports.

• Plan and coordinate any transitions to and/or from our services.

• Listen to your feedback and resolve problems quickly.

• Protect your privacy and confidential information.

• Follow all relevant laws, including the National Disability Insurance Scheme Act 2013, Australian consumer law, and the Privacy Act 1988.

• Give you a minimum of 24 hours’ notice, where possible, if we need to cancel or change a scheduled service.

• Keep accurate records and issue regular invoices and statements of supports as requested.

Your Responsibilities

We ask that you:

• Work with On the Trail Supports to ensure that services meet your needs.

• Treat our staff with courtesy and respect.

• Communicate openly and honestly and discuss any concerns about services being provided.

• Provide any necessary plans and/or assessments to deliver safe and quality services (e.g., Positive Behaviour Support Plan).

• Report and reduce identified risks within your home or other service environments.

• Pay all invoices for agreed services, transport, and/or other expenses within 7 days.

• Only dispute an invoice if the service was not delivered, not based on concerns about quality or outcomes (which should be addressed via feedback processes). You may put future services on hold while issues are resolved.

• Notify us if your NDIS plan changes, is suspended, replaced, or if you stop being an NDIS participant as soon as practicable.

Psychosocial Recovery Coaching Services

Recovery Coaches:

• Provide assistance to build capacity and resilience through strong and respectful relationships.

• Support people with psychosocial disabilities in living full and contributing lives.

• Enable engagement through periods of increased support needs due to the episodic nature of mental illness.

• Work collaboratively with participants, families, carers, and other services to identify, plan, design, and coordinate NDIS supports and other mainstream and community services.

• Provide direct services (face-to-face, telehealth, phone, text) and indirect services (e.g., researching services, report writing, provider liaison, care team coordination, provider travel, etc.).

Services and Payments

We will provide you with Recovery Coaching services identified in your NDIS plan and in accordance with published NDIA/NDIS Commission information.

NDIA Managed Funds:

We will create a service booking on the MyPlace participant portal and claim payment directly from the NDIA.

Self and Plan Managed Funds:

We will invoice you or your nominated plan manager for services delivered regularly.

NDIS Pricing Changes:

If the NDIS changes service pricing or rules, we will adjust accordingly.

No Gap Payments:

Your NDIS plan covers our services. We will not request additional funding from you.

Goods and Services Tax (GST)

For the purposes of GST legislation, we and the participant confirm that:

• The participant has an active NDIS plan.

• The supports provided are reasonable and necessary under the participant’s plan.

• This written agreement is in place for service provision.

• The participant will inform us of any changes to their NDIS plan.

Provider Travel

We charge for the time spent traveling to you, in line with the NDIS Price Guide:

• Metro areas: 30 minutes per each way trip (60 minutes total).

• Regional areas: 60 minutes per each way trip (120 minutes total).

• Additional travel costs: $1 per kilometer traveled, plus any tolls, parking, or public transport fees.

Non-Face-to-Face Supports (Indirect Supports)

Recovery Coaching includes non-face-to-face work, such as:

• Report writing and support planning.

• Researching services and resources.

• Liaising with the NDIS, providers, and your care team (with consent).

• Administrative work related to your support needs.

Cancellations

If you cancel a service at short notice or do not attend, we may charge 100% of the agreed support fee.

A short notice cancellation is when you:

• Do not attend within 15 minutes of the scheduled start time, or

• Provide less than 2 business days’ notice to cancel a support.

The NDIS monitors cancellations, and we will work with you to minimize disruptions and ensure your plan meets your needs.

Force Majeure:

We will not charge for short notice cancellations due to natural disasters (bushfire, earthquake, flood, etc.).

Changes to This Agreement

Any changes must be agreed upon, put in writing, and signed by both parties. Changes may take up to 2 weeks to take effect.

You must notify us of any changes to your NDIS plan as soon as practicable.

Ending This Agreement

Either party may end this agreement with 2 weeks’ notice to allow for a smooth transition.

In the event of a serious breach of this agreement by either party, the agreement may be terminated immediately.

If you choose to cease services immediately and stop engaging with us, we may charge short notice cancellation fees as per NDIS rules (up to 7 clear days).

You must inform us if your NDIS plan is suspended, replaced, or if you stop being an NDIS participant.

Feedback, Complaints, and Disputes

We welcome all feedback, compliments, and complaints. You can contact us at:

• Phone: 04XX XXX XXX

• Email: charlie@onthetrailsupports.com.au

• Website: www.onthetrailsupports.com.au

If you are not satisfied with the outcome of a complaint, you can contact:

• NDIA: 1800 800 110 | www.ndis.gov.au

• NDIS Quality and Safeguards Commission: 1800 035 544 | www.ndiscommission.gov.au

We can support you in making a complaint if needed.

Refunds

We generally do not offer refunds. Refunds will only be considered if there is a dispute over whether services were provided, in line with this agreement. Refund requests must be made within 30 days of the service date.

Our Agreement

I agree that On the Trail Supports will provide me with Recovery Coaching as outlined in my NDIS Plan and in line with this agreement.

A supply of supports under this agreement is a supply of reasonable and necessary supports specified under the National Disability Insurance Scheme Act 2013.