Plan Management Terms & Conditions

This Service Agreement has been issued following your initial meeting* with Enabled4Life to establish Plan Management services for an NDIS Plan.

This document forms part of the record of the meeting and will be stored within our Customer Relationship Management (CRM) system as part of the participant profile, along with Plan Budget allocations.

*As stated in the NDIS Guide to Plan Management, a meeting can be delivered face to face, via Telephone or through online engagement.

NOTE:

A Service Agreement can be made between the following parties.

1.NDIS participant and a provider

2.NDIS participant’s nominated representative and a provider

All details MUST be completed prior to Enabled4Life activating any service bookings.

Enabled4Life and this Service Agreement

By signing this agreement, you are providing consent to receive direct marketing material from Enabled4Life, you may contact us at any time if you do not wish to receive this material.

The NDIS and this Service Agreement

This Service Agreement is made for the purpose of providing financial administration supports under the participant’s NDIS plan.

The parties agree that this Service Agreement is made in the context of the NDIS.

By signing this agreement, you are consenting to share information with other agencies that may be involved with your service provision for Financial Administration.

It also allows them to share information with us.

Schedule of supports and out-of-scope administration fees

Enabled4Life will receive funding from the NDIA for financial administration responsibilities as stated in your NDIS Plan under the Capacity Building support category CB Improved Life Choices.

Your CB Improved Life Choices support budget consists of a financial setup fee and a monthly fee for financial administration for the duration of the plan.

  • 14_033_0127_8_3 Plan Management – Set Up Costs. A one-off (per plan) fee for setting up the financial management arrangements.
  • 14_034_0127_8_3 Plan Management – Monthly Fee. A monthly fee for the ongoing maintenance of the financial management arrangements.

Enabled4Life does not charge any additional fees to the participant outside of the dedicated stated plan support budget associated to the payment of an invoice where funding is available in a participant’s plan.

The participant has nominated the Financial Intermediary Provider Enabled4Life to manage the funding for NDIS supports provided under this Service Agreement. After providing those supports Enabled4Life will claim payment for those supports from the National Disability Insurance Agency.

Enabled4Life will seek payment for their provision of supports as per NDIS guidelines.

All out-of-scope administration tasks performed for a service provider will incur the following fees to be paid by the service provider:

  • Request for information fee – $99.00 GST-inclusive per request – payable in advance
  • Consultancy fee – $99.00 GST-inclusive per request – payable in advance
  • Out-of-scope Administration fee (per 20 mins) – $33.00 GST-inclusive – payable in advance

As Plan Managers, we do not have reasonable and necessary delegation under the NDIS to approve purchases. Enquiries of this nature should be addressed to the National Contact Centre by phoning 1800 800 110, emailing enquiries@ndis.gov.au or by contacting your Local Area Coordinator or Early Childhood Early Intervention Coordinator.  Once you receive approval, send your invoice to paymyinvoice@enabled4life.com.au .

Responsibilities of the provider (Enabled4Life)

The provider agrees to:

Open and Timely Communication: The provider agrees to communicate openly and honestly in a timely manner with the participant. This emphasizes the importance of clear and timely communication between the provider and the participant.

Treating the Participant with Courtesy and Respect: The provider is expected to always treat the participant with courtesy and respect. This is a fundamental expectation in any service-provider relationship.

Providing Information on Complaints and Cancellation: The provider must give the participant information about managing any complaints or disagreements and provide details of the provider’s cancellation policy if applicable. This ensures transparency and a clear process for resolving issues.

Listening to Participant Feedback: The provider is expected to listen to the participant’s feedback and work to resolve any problems quickly. This reflects a commitment to improving the quality of services provided.

Ending the Service Agreement: If the provider needs to end the Service Agreement, they must give the participant the required notice. Details on the process for ending the agreement are outlined in the agreement document.

Privacy and Confidentiality: The provider is responsible for protecting the participant’s privacy and confidential information. This includes adhering to relevant privacy laws and regulations.

Compliance with Laws: The provider must provide supports in a manner consistent with all relevant laws, including the National Disability Insurance Scheme Act 2013 and rules, as well as the Australian Consumer Law. This underscores the importance of legal compliance in service delivery.

Accurate Record-Keeping: The provider is required to keep accurate records on the supports provided to the participant. This is important for accountability, documentation, and tracking progress.

These responsibilities outline the expectations placed on the service provider to ensure quality service delivery, respectful communication, and compliance with legal and ethical standards when working with participants in a program like the NDIS.

Responsibilities of the participant/representative

The participant/participant’s representative agree to:

Treating the Provider with Courtesy and Respect: Participants and their representatives are expected to treat the provider with courtesy and respect, and the provider is expected to behave professionally and courteously.

Acknowledging Payment Timeframes: Participants should understand that payment timeframes set by individual service providers may not always be met by Enabled4Life.

Tracking Expenditure: Participants are responsible for keeping track of their expenditure through the NDIA myplace participant portal, monthly statements and their budget app emphasising the importance of monitoring spending within their allocated budget.

Enabled4Life are not Support Coordinators: Enabled4Life clarifies that they are not Support Coordinators and that if a participant exhausts their funding before completing their plan, it is not the responsibility of Enabled4Life.

Valid Service Agreement: The service agreement is only valid if the participant’s NDIS Plan is transactable, indicating it is contingent upon the availability of NDIS funding.

Transaction and Onboarding Issues: Participants are informed that transactional or onboarding issues with their NDIS plan may affect provider payment timeframes, highlighting the potential for payment delays due to NDIS processing issues.

Outstanding Payments: Requests by your service providers to receive payment for services that have exceeded a participants allocated funding for any reason or where the plan ceases to be transactable must be submitted to the NDIA by emailing feedback@ndis.com.au. Alternatively, service providers should settle outstanding payments privately.

Communication with Service Providers: Participants are expected to communicate with their service providers if they have concerns about the supports being provided.

Ending Service Level Agreement: Participants must provide their service provider(s) with the required written notice if they wish to end their Service Level Agreement.

Notification of Ceased Services: Participants should notify Enabled4Life if services with a provider(s) have ceased.

Changes in NDIS Plan: Participants must inform their service provider(s) and the Plan Manager (Enabled4Life) immediately if their NDIS plan is suspended, replaced by a new NDIS plan, or if they stop being a participant in the NDIS.

Limitation of Liability: The agreement includes a section where the participant and/or their Nominated Representative acknowledge that Enabled4Life provides plan management services only and will not hold them responsible for any loss or damage caused by third parties, including NDIS registered or unregistered providers. Enabled4Life is not liable for any loss, including indirect, consequential, incidental, or special damages.

These terms and conditions clarify the roles and responsibilities of the participant or their representative in their agreement with Enabled4Life for plan management services within the context of the NDIS or a similar program. Participants are expected to adhere to these terms as part of their agreement with the service provider.

You and Your Service Providers

The participant/participants representative agrees to the following:

Party to Service Agreements: Enabled4Life clarifies that it is not a party to service agreements between service providers and participants. This means that Enabled4Life is not directly involved in the contractual relationship between participants and their chosen service providers.

Authorisation as Creditor: Enabled4Life will not authorise any service provider to establish Enabled4Life as a creditor in their financial system.

Signing of Third-Party Authorisation Documentation: Enabled4Life will not sign any third-party authorisation documentation. This means that Enabled4Life does not engage in authorisation processes on behalf of service providers.

Outstanding Payments: Requests by your service providers to receive payment for services that have exceeded a participants allocated funding for any reason or where the plan ceases to be transactable must be submitted to the NDIA by emailing feedback@ndis.com.au. Alternatively, service providers should settle outstanding payments privately.

Quarantining/Reserving Funding: Enabled4Life will not quarantine or reserve funding for a service provider.

Invoice Submission: Enabled4Life requires that service providers submit invoices within 30 days of the last date the service(s) were delivered. This sets a clear timeframe for billing submission.

Service providers will submit a copy of their invoice via email to paymyinvoice@enabled4life.com.au as a non-editable file attachement i.e. PDF, JPG, PNG.

Under no circumstance, will Enabled4Life click on a third-party link to download a copy of an invoice.

Each invoice number must be submitted as an indidvudal file and not combined with other invoice numbers for the same participant nor other invoice numbers for unrelated participants.

Where possible, services should not be submitted in a consolidated format not journal type format, this will ensure invoices can be processed in a timely manner.

Discretionary Invoice Processing: Enabled4Life retains the discretion to not process invoices that are over 90 days after the date of service delivery, especially if such late invoices pose a risk to clients, their funding, or the organisation itself.

Administration or Consultancy Fee: Invoices submitted to Enabled4Life Enterprises PTY LTD that exceed 90 days after service delivery may incur an administration or consultancy fee for the provider if further communication or processing is required.

These terms and conditions outline the specific roles and responsibilities of Enabled4Life Enterprises PTY LTD regarding financial transactions and billing processes with service providers and participants in its role as a Financial Intermediary. They aim to ensure transparency and efficient financial management within the scope of their services.

Changes to this Service Agreement

If changes to the supports or their delivery are required, the parties agree to discuss and review this service agreement. *The parties agree that any changes to this service agreement (excluding modifications to Terms and Conditions) will be in writing, signed, and dated by all parties.

*Enabled4Life reserves the right to modify the Terms and Conditions contained in the Terms or any policy or  guidelines at any time and in our sole discretion. Any modifications will be applied immediately to any service agreement in effect.

Ending this Service Agreement

This Agreement continues in effect from the Commencement Date for the duration of the current and all future NDIS plans until the Agreement is terminated as follows:

a) Either party may terminate this Agreement by written notice to the other party. This Agreement can be terminated in the following ways with respect to both parties:

I.At their discretion, the participant can end this agreement on the date of the notice of termination being given or within 28 days on the date of the notice of termination being given.

II.Enabled4Life can terminate this agreement 28 days after the date of notice of termination being given.

b)Enabled4Life reserves the right to end this service agreement immediately if:

I.Any NDIA technical issues compromise our ability to service this plan.

II.Evidence is found that Australian laws or NDIS compliance regulations are contravened.

III.You have breached your responsibilities under this agreement.

IV.You have breached your responsibilities in relation to the expenditure of your NDIS plan funding.

V.You, your representatives, or your providers pose a risk to Enabled4Life.

VI.Either party breaches this Agreement

c)This Agreement also terminates on the date you cease to be a Participant of the NDIS or no longer have CB Improved Life Choices funding in your Plan.

Should you receive a new plan during your termination notice period, your termination date will correspond with your previous plan end date.

Should your plan be extended during your termination notice period, your termination date will not be affected.

When this agreement ends, it is the Participant’s responsibility to inform their service providers Enabled4Life is no longer acting as the plan manager.

Enabled4Life’s obligations under this Agreement finish on the date of termination. Invoices received for services dated after the date of termination of this agreement are not covered by this Agreement and cannot be submitted by Enabled4Life to the NDIS for payment.

Feedback, Queries, Complaints and Disputes

Enabled4Life encourages and values feedback as an opportunity to review and improve our NDIS Plan Management services where possible. If you wish to provide feedback, you can contact Senior Management at engagement@enabled4life.com.au

If the participant is not happy with the provision of supports and wishes to make a complaint, the participant can contact Senior Management at engagement@enabled4life.com.au

If you are not satisfied with the resolution of a complaint or do not want to contact or speak to a member of Enabled4Life, please refer the complaint to the NDIS Quality and Safeguards Commission. To learn how to make a complaint, refer to the NDIS Quality and Safeguards Commission How to make a complaint page