TERMS AND 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.

A Service Agreement can be made between the following parties:

1. An NDIS participant and a provider

2. An NDIS participant’s nominated representative and a provider

All details MUST be completed before Enabled4Life can commence transacting against an NDIS plan.

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.

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 .

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.

Budget Tracking: Enabled4Life offers a comprehensive suite of budget management tools designed to support participants in managing their NDIS plan funding effectively. It’s important to note that these tools should not be utilised in isolation but rather in conjunction to ensure that the designated plan funding adequately supports the participant’s needs throughout the plan duration.

• Careview Advantage App: This application enables clients to access plan budget information, including a detailed invoice history. Additionally, clients have the capability to approve or decline service provider invoices, thereby maintaining full control over plan payments.
• Monthly Activity Statements: Plan statements are automatically generated and distributed via email or post at the onset of each new month through our Customer Relationship Management (CRM) software. Should a participant require a statement at any other time during the month, a simple request via email will prompt us to provide it promptly.
• Budget Calculator: This tool is designed to assist participants in determining how much support they can purchase within the scope of their NDIS plan, ensuring adherence to budgetary constraints.
• Funding Alerts: Whenever feasible, funding alerts will be issued via email. Participants are encouraged to take immediate action upon receiving such alerts to address overspending issues.

The participant or their representative agree to the following:

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 due to NDIA Payment Terms

Responsibility Regarding NDIS Plan Expenditure: Participants are required to manage their NDIS plan funding responsibly and in accordance with the approved budget outlined in their NDIS plan. Specifically:

• Adherence to Budget: Participants must ensure that all expenditures align with the approved funding categories and amounts specified in their NDIS plan.
• Monitoring and Reporting: Participants are responsible for regularly monitoring their NDIS plan expenditure through the NDIA participant portal, monthly activity statements, and their budget app.
• Overspending: Overspending should be avoided where possible. In such cases, steps should be taken to address the reasons for overspend as soon as possible including reducing support levels or suspending supports.
• Consecutive Plan Overspending: If a participant repeatedly overspends across consecutive NDIS plans, Enabled4Life reserves the right to terminate their service agreement.
• Termination of Agreement: If a participant fails to manage their NDIS plan funding in accordance with these responsibilities, Enabled4Life may terminate this service agreement. In such cases, Enabled4Life will provide the participant with written notice of the termination, which will take effect immediately upon receipt.

Participants are encouraged to seek assistance from Enabled4Life if they need support in managing their NDIS plan funding effectively.

Mandatory use of the Budget App Review Tool: Participants or their representatives are required to use the invoice review tool within the budget app where mandatory utilisation has been enforced by Enabled4Life. This requirement is established for the following reasons:

• Ongoing Service Provider Invoice Non-Compliance Issues: In instances where service providers consistently fail to comply with invoicing requirements or submit invoices that do not align with the services provided, the use of the invoice review tool becomes imperative to rectify discrepancies and ensure accurate processing.
• Concerns Regarding the Integrity of Service Provider Fees and Charges: When concerns arise regarding the integrity or accuracy of service provider fees and charges, the invoice review tool serves as a mechanism for thorough examination and verification of invoiced amounts by the Participant or their representative, promoting transparency and accountability in financial transactions.
• Impact on the Delivery of Effective and Efficient Plan Management Services: Persistent non-compliance issues from service providers can significantly impede the delivery of effective and efficient plan management services. By mandating the use of the invoice review tool in such cases, Enabled4Life aims to mitigate disruptions and uphold the quality standards expected in service delivery.

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 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 to an 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.

The participant or their representative agree to the following:

Funding Reservations and Confirmations: In the context of the National Disability Insurance Scheme (NDIS) in Australia, a financial intermediary, often referred to as a plan manager, assists participants in managing their NDIS funding and acts as a middleman between two parties (Participant and Service Provider) in a financial transaction, facilitating the flow of funds. This includes processing claims, paying service providers, keeping financial records, and providing regular financial statements to the participants.

Enabled4Life does not act as a fund custodian, we do not not set aside or reserve funds specifically for providers and are not responsible for ensuring funds agreed upon between participants and providers are available. Should Enabled4Life receive a valid copy of a provider service agreement, it will be securely filed for record-keeping purposes.

Funding agreed upon by way of a valid service agreement is the responsibility of the participant and the provider. This includes any circumstances under which this funding is not available in a plan-managed budget at the time an invoice is submitted to Enabled4Life

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 a Debtor: Enabled4Life will not authorise any service provider to establish Enabled4Life as a debtor in their financial system. The NDIA plan title and its funding are associated with the Participant, and all debtor accounts should be established in the Participant’s name.

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.

Service Provider Quotes: Enabled4Life is not the title holder of NDIS plan funding; therefore, it is not responsible for approving or accepting quotes. All quotes must be submitted directly to the participant or their representative and should only be accepted if they meet the following criteria:

• Disability Specificity: The product or service is directly related to the participant’s disability needs and goals as outlined in their NDIS plan.
• Budget Alignment: It has been verified the quoted amount aligns with the available funds allocated within the participant’s NDIS plan including the relevant support category.
• Quality and Suitability: The proposed product or service meets quality standards, is suitable for the participant’s needs, and is likely to achieve the desired outcomes.
• NDIA Compliance: The quote complies with NDIA guidelines and regulations.

Any quote that does not meet these criteria must be submitted to the NDIA via enquiries@ndis.gov.au for consideration by the Participant’s NDIA Planner/Delegate.

NDIA Payment Terms: The NDIA is implementing measures to strengthen the NDIS by reducing instances of fraud and non-compliant behaviour.

As a result, the NDIA may require additional time to review claims before they are paid to the Plan Manager.

Effective March 2024, valid claims will generally be processed and paid to the Plan Manager within 2 to 3 business days, though some payments may take up to 10 days to be paid to the Plan Manager.

Enabled4Life will facilitate payments to service providers via Electronic Funds Transfer (EFT) on the same business day upon receipt of payment from the NDIA. However, providers should anticipate that payment timeframes may not align with historical patterns due to the updated NDIA payment terms.

Service providers should review and adjust their business processes as necessary to accommodate these new payment terms.

Further information can be found here, Claims and Payments

All enquiries including complaints regarding these updated NDIA Payment Terms, must be directed to the following:

NDIA National Contact Centre (Enquiries)

P: 1800 800 110

E: enquiries@ndis.gov.au

NDIA Feedback (Complaints)

E: feedback@ndis.gov.au

Outstanding Payments: Requests by 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.

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 attachment i.e. PDF, JPG, PNG.

Enabled4Life Cyber Security policy prohibits clicking on a third-party link to download a copy of an invoice.

Each invoice number must be submitted as an individual 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 a journal type format, this will ensure invoices can be processed in a timely manner.

Invoice non-compliance: Providers delivering supports under the NDIS must adhere to Australian laws and regulations, including the NDIS rules and pricing guidelines. Non-compliance with these standards constitutes a failure to adhere to these regulations. Specifically, adherence to the NDIS Pricing Arrangements and Pricing Limits and previous NDIS Price Guides is essential.

In the event of a non-compliant invoice submission by a service provider, the following actions will be taken:

1. Initial non-compliance for a single invoice ID: Enabled4Life will contact the provider via email regarding the first instance of non-compliance
2. Repeated Non-Compliance for a single invoice ID: If the same invoice ID is resubmitted and remains non-compliant, it will be filed without further action.
3. Recurring non-compliance across multiple invoice ID’s: If a new invoice ID contains a non-compliance issue previously addressed as well as additional non-compliance issues, it will be filed without actioning.

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.

If changes to the supports, their delivery, or Participant information are necessary, the parties will discuss and review this Service Agreement. Both parties acknowledge that any changes to this Service Agreement, excluding modifications to Terms and Conditions, must be documented in writing, signed, and dated by all parties.

Enabled4Life reserves the right to amend the Terms and Conditions, or any policy or guidelines, at any time and at our discretion. Any revisions will be immediately applied to existing Service Agreements.

This Agreement remains in effect from the commencement date all current and future NDIS plan until terminated in the following ways:

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 14 days on the date of the notice of termination being given.

II.Enabled4Life can terminate this agreement 14 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 including but not limited to overspending.

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

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.

Termination Procedures and Responsibilities.

The following applies to all termination notices:

• New Plan During Termination Notice Period: If you receive a new plan during your termination notice period, your termination date will correspond with the end date of your previous plan.
• Plan Extension During Termination Notice Period: If your plan is extended during your termination notice period, your termination date will not be affected.
• Participant Responsibilities Upon Termination: When this agreement ends, Participants are responsible for informing their service providers of the change.
• Enabled4Life’s Obligations: Enabled4Life’s obligations under this agreement cease on the termination date. Invoices for services provided post-termination are not covered by this agreement.
• Termination Notice Queries: All queries regarding termination notices must be made in writing to engagement@enabled4life.com.au by Participants or their Representatives only, excluding service providers.

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