Terms of Agreement
1 . Schedule of Supports
The provider agrees to provide:
- Assistance based on individual client needs
- Hours and time of support as per client and family suitability
- Training for staff to support the use of the equipment specific to the client's needs
2. Rights and Responsibilities
Akadia Community Care has the responsibility to safeguard the physical, social, psychological and financial well-being all clients. Akadia Community Care therefore reserves the right to make decisions, enforce consequences and withdraw services where other people's safety or rights are being compromised. Akadia Community Care works on the principle of mutual responsibility. Any reference to client that involves communication and/or decision making also applies to the client’s nominated representative.
Provider Responsibilities
- Communicate openly and honestly in a timely manner
- Once agreed, provide supports that meet the client's needs at the client's preferred times and place
- Treat the client with courtesy and respect
- Consult with the client on decisions about how supports are provided
- Make available to the client information about managing any complaints or disagreements and details of the provider's cancellation policy
- Gather the client's feedback and resolve problems quickly
- Give the client a minimum of 5 hours’ notice if the provider has to change a scheduled appointment to provide supports
- Give the client the required notice if the provider needs to end the service agreement (see ending this service agreement below for more information)
- Protect the client's privacy and confidential information in accordance with The Privacy Act
- Provide supports in a manner consistent with all relevant laws, and keep accurate records on the supports provided to the client
- Issue regular invoices and statements of the supports delivered to the client
- Identify and address real, perceived or potential conflict of interest situations
- Remove any waste generated by employees of Akadia Community Care during the delivery of support
Client Rights
- Be safe and free from harm
- Respect in all communication and actions
- Receive timely, accurate and relevant information about the programs and services
- Confidentiality about personal details and information
- Provide feedback, raise issues or make a complaint without fear of retribution or being disadvantaged
- Fair, transparent processes including the right to respond to allegations
- To be involved in the planning and decision-making of the organisation
- Negotiate support persons or advocates of their own choosing
- Decline treatment or assessment where their decision-making capacity is not jeopardized Decline to be involved in research
- Raise concerns or issues about support and have these issues considered and responded to in a timely manner.
Client Responsibilities
In alignment with the rights of clients, staff and the good of the organisation, clients have the following responsibilities:
- Communicate and interact respectfully with all other clients, staff and management of the organisation
- Follow the rules/guidelines of the service or program
- Provide accurate, truthful information to assist in planning of care
- Update the provider about any changes to any relevant circumstances
- Refrain from any form of coercive or aggressive behaviour including shouting, verbal or physical abuse or threats. These behaviours will not be tolerated and can result in immediate withdrawal of services
- Utilize allocated resources responsibly and for the purposes they are provided
- Disclose any relevant information that will impact on service delivery, other clients or staff
- Give the provider a minimum of 48 hours' notice if the client cannot make a scheduled appointment; and if the notice is not provided by then, the provider's cancellation policy may apply
- Give the provider the required notice if the client needs to end the service agreement (see
'Ending this service agreement' below for more information)
3. Price and Payment Information
The provider will raise invoices as the support is provided and seek payment for their provision of supports within 7 days.
Provider Travel
Time: Where a provider claims for travel time in respect of a support then the maximum amount of travel time that they can claim for the time spent travelling to each client (for each eligible worker) is 30 minutes in MMM1-3 areas and 60 minutes in MMM4-5 areas. (Note the relevant MMM classification is the classification of the area where the client is when the support is delivered.)
The maximum amount of travel time that they can claim for the time spent on return travel (for each eligible worker) is 30 minutes in MMM1-3 areas and 60 minutes in MMM4-5 areas. (Note the relevant MMM classification is the classification of the area where the client is when the support is delivered.)
Where a worker is travelling to provide services to more than one client in a 'region' then the provider should apportion that travel time (including the return journey where applicable) between the clients, with the agreement of each client in advance.
Distance travelled
If a provider incurs costs, in addition to the cost of a worker's time, when travelling to deliver Face-to Face supports to a client (such as road tolls, parking fees and the running costs of the vehicle), they may negotiate with the client for them to make a reasonable contribution towards these costs. As per the ATO guidelines
- up to $0.72 a kilometre for a vehicle that is not modified for accessibility; and
- other forms of transport or associated costs up to the full amount, such as road tolls, parking, public transport fares.
4. 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 will be in writing, signed, and dated by the parties. Changes may take up to seven days to be implemented.
5. Ending this Service Agreement
Should either party wish to end this Service Agreement they must give 2 week's notice.
6. Feedback, Complaints and Disputes
If the client wishes to give the provider feedback or make a complaint, the client can contact the Managing Director of Akadia Community Care by phoning 0427 180 429 or via email ann@akadia.com.au
7. Cancellation
Clients must notify Akadia Community Care if they wish to cancel an appointment. If less than 48 hours’ notice is provided, Akadia Community Care may charge 90% of the quoted price of the service.
8. Privacy
Akadia Community Care collects and administers a range of personal information for the purposes of carrying out the services to enhance the lives of the community it serves. The organisation is committed to protecting the privacy of personal information it collects, holds and disseminates in accordance with The Privacy Act 1988.
