Terms of Service (also known as Service Agreements) are made for providing services to a participant under their National Disability Insurance Scheme (NDIS) plan. These Terms of Service has been produced for participants to use when entering into a Service Agreement with MyHealthPal PTY LTD for the use of the Service. The parties agree that these Terms of Service are made according to the context of the NDIS, which is a scheme that aims to:

• Support the independence and social and economic participation of people with disability, and
• Enable people with a disability to exercise choice and control in the pursuit of their goals and the planning and delivery of their services and services.

The provider agrees to provide the Participant Allied Health Services through MyHealthPal for the period stated in the participant NDIS plan. To use the Service, a participant must:

• Complete the signup information and choose a MyHealthPlan (the “Plan”) through the MyHealthPal app or website myhealthpal.com.au and pay the applicable fees for the selected Plan services
• In choosing the Plan, you acknowledge and agree that it is your responsibility to ensure that the Plan you elect to purchase is suitable for your use
• Once you have chosen the Plan, you will be required to complete the Registration Process, which includes signing a Service Agreement, initial consultation (assessment and advice to a participant regarding exercise required due to the impact of their disability) and payment before you can access the Service.
• Once you have completed the registration process, you will be given a code to access your MyHealthPal platform and agree to be bound by the Terms of Service. As a MyHealthPal, user you will be granted immediate access to the Services from the time you have completed the registration process until the agreed service period expires.

The provider agrees to:

• Review the provision of services at least every six months with the Participant.
• Provide services that meet the Participant’s needs at the Participant’s preferred times.
• Communicate openly and honestly in a timely manner.
• Treat the Participant with courtesy and respect.
• Consult the Participant on decisions about how services are provided.
• Ensure that there is no conflict of interest and inform the Participant if there is any potential.
• Provide the Participant with information about managing any complaints or disagreements and details of the provider’s cancellation policy (if relevant).
• Listen to the Participant’s feedback and resolve problems quickly.
• Provide the Participant with a minimum of 48 business hours’ notice if the provider has to change a scheduled appointment to provide services.
• Protect the Participant’s privacy and confidential information, including the Participant’s data, health information, and other personal details gathered during the intake process.
• Provide services in a manner consistent with all relevant laws, including the National Disability Insurance Scheme Act 2013 and rules, and the Australian Consumer Law; keep accurate records on the services provided to the Participant, and
• Issue regular invoices and statements of the services delivered to the Participant.

The Participant agrees to:

• Inform the provider about how they wish the services to be delivered to meet the Participant’s needs.
• Accept responsibility for your actions and choices, even though some choices may involve risk.
• Tell us if you have problems with the care and services you are receiving.
• Give us enough information to develop, deliver and review your service plan.
• Care for your health and wellbeing as much as you are able.
• Treat the provider with courtesy and respect.
• Talk to the provider if the Participant has any concerns about the services being provided.
• Give the provider a minimum of 48 business hours’ notice if the Participant cannot make a scheduled appointment. If the notice is not provided by then, the provider’s cancellation policy will apply.
• Give the provider the required notice if the Participant needs to end the service agreement and
• Let the provider know immediately if the Participant’s NDIS plan is suspended or replaced by a new NDIS plan or the Participant stops being a participant in the NDIS.

• The services and their prices are agreed on when selecting the Plan. These budgets can be progressed and updated as the plan progresses between the Participant and Provider.
• MyHealthPal is a registered NDIS provider (Healthstin PTY LTD 4050067381) and hence, charges under the NDIS price guide guidelines. All prices are GST inclusive and include the cost of providing services.
• Additional expenses, (i.e. things that are not included as part of a Participant’s NDIS services) are the responsibility of the participant/participant nominee and are not included in the cost of the services. Examples include internet access, equipment, tablets, computers, iPad etc.

The provider will seek payment for their provision of services after the participant/participant’s nominee confirms satisfactory delivery during the Registration Process.

Payments are applied depending on how the plan categories are managed, being either one, or a combination of the below:

1. If the funding for any of the services provided under this service agreement is managed by the Participant. The Participant has chosen to self-manage the funding for NDIS services provided under this Service Agreement. After providing those services, the provider will send the Participant an invoice for those services for the Participant to pay. The Participant will pay the invoice by direct deposit/cash/eft within a reasonable time period of two days.

And/or

2. If the funding for any of the services provided under this service agreement is managed by a plan nominee. The Participant’s nominee manages the funding for services provided under this service agreement. After providing those services, the provider will send the Participant’s nominee an invoice for those services for the Participant’s nominee to pay. The Participant’s nominee will pay the invoice by direct deposit/cash/eft within a reasonable time period of two days.

And/or

3. If the funding for any of the services provided under this service agreement is managed by the National Disability Insurance Agency (NDIA). The Participant has nominated the NDIA to manage the funding for services, the provider will claim payment for those services from the NDIA.

And/or

4. If the funding for any of the services provided under this service agreement is managed by a registered plan management provider. The Participant has nominated the plan management provider and is required to provide the details to MyHealthPal at time of sign up. After providing those services, the provider will claim payment for those services from the plan management provider. The plan manager will pay the invoice by direct deposit/cash/eft within a reasonable time period of seven days.

In the event payments for services are declined due to exhausted funds or expired plans, the Participant acknowledges they are liable for payment of the services rendered. The provider often does not have access or visibility over the allocation or usage of funds to manage budgets.

If payment is not received within 7 days from the issue date of the invoice the payments will be considered overdue and Service for the Participant will not be provided until such time as the account is sufficiently settled.

The Participant must give 48 business hours notice if they cannot attend a scheduled appointment (initial consultation, check-in or exercise session). If the Participant fails to give 48 hours business notice the scheduled appointment will be considered as complete from the services on the participants plan.

If changes to the services 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.

Access to the Service will cease at the end of the Service Period (month or year). Should either party wish to end their service delivery, they must give one month notice. If either Party seriously breaches this Service Agreement the Service Agreement will be terminated immediately.

If the Participant and/or the Plan Nominee wishes to provide feedback, complaints or suggestions for improvements, they can contact MyHealthPal via;

Phone: 1300 090 931 or

Email: hello@myhealthpal.com.au

If the Participant is not satisfied with their response from MyHealthPal, the Participant can contact the National Disability Insurance Agency by calling 1800 800 110, visiting one of their offices in person, or visiting ndis.gov.au for further information.

To protect our Participants and in line with NDIS guidelines, a report will be made to the Commission on any incident that is deemed to come under the NDIS Commission’s Mandatory Reporting requirements.

For the purpose of GST legislation, the parties confirm that:

• A supply of supports under this Service Agreement is a supply of one or more of the reasonable and necessary supports specified in the statement included, under subsection 33(2) of the National Disability Insurance Scheme Act 2013, in the Participant’s NDIS plan currently in effect under section 37 of the NDIS act.
• The Participant’s NDIS plan is expected to remain in effect during the period the supports are provided, and
• The Participant will immediately notify the provider if the Participant’s NDIS plan is replaced by a new plan or the Participant stops being a participant in the NDIS