For all support services.

Required Reading and Legislation for Participants

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To ensure that participants fully understand their rights, obligations, and the broader regulatory framework governing the provision of support services, the following documents, legislation, and policies should be reviewed before engaging in this Service Agreement.

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Legislation & Regulatory Framework

• NDIS Act 2013 (Commonwealth) – Governs the operation of the National Disability Insurance Scheme (NDIS).
   

• NDIS Pricing Arrangements and Price Limits 2024-25 – Outlines maximum fees, provider travel claims, and allowable charges under NDIS regulations.
   

• NDIS Code of Conduct (2021) – Sets the ethical and professional standards for NDIS providers and workers.
   

• NDIS Practice Standards – Defines the quality and safety standards that must be met by providers.
   

• NDIS (Plan Management) Rules 2018 – Details participant responsibilities regarding funding and plan management.
   

• NDIS (Quality Indicators) Guidelines 2021 – Provides quality and compliance benchmarks for service providers.
   

• Privacy Act 1988 (Commonwealth) – Governs how personal information is collected, stored, and used.
   

• Australian Consumer Law (ACL) – Competition and Consumer Act 2010 – Establishes consumer rights in service agreements.
   

• Fair Work Act 2009 – Covers employment conditions relevant to independent support workers.

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NDIS-Specific Guidelines & Policies

• NDIS Provider Travel – Non-Labour Costs Guidelines – Defines allowable travel charges and reimbursement conditions.
   

• NDIS Cancellation Policy (as per Pricing Arrangements 2024-25) – Outlines when and how providers can claim for short-notice cancellations.
   

• NDIS Incident Management and Reportable Incidents Rules 2018 – Specifies mandatory reporting requirements for providers.
   

• NDIS Fair Pricing Commitment – Ensures pricing consistency for NDIS participants.

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Provider-Specific Policies & Agreements

• This Service Agreement (Strong Support Services) – Governs the terms of engagement between the participant and the provider.
   

• Strong Support Services Anti-Exploitation Policy – Protects participants from coercion or unfair contractual obligations.
   

• Mable Terms of Service – Governs platform-based engagements, invoicing, and compliance for participants and providers.
   

• Cancellation, No-Show, and Compliance Policy – Specifies how short-notice cancellations and non-compliance affect billing.
   

• Travel Cost Justification & Breakdown – Details the vehicle expenses and reasoning behind charging the maximum allowable travel rate.
   

• Dispute Resolution & Termination Policy – Outlines the steps to resolve disputes and the notice period required for ending services.

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Additional Guidance & Reference Materials

• NDIS Participant Rights & Responsibilities Guide – Helps participants understand their rights and obligations under the scheme.
   

• NDIS Plan Review and Funding Allocation Guide – Assists participants in managing their plan budgets effectively.
   

• NDIS Appeals and Complaints Process – Provides steps to resolve disputes with providers or the NDIA.

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These documents and policies collectively ensure that participants are fully informed about the terms of service, pricing, cancellation rules, and their legal rights.

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The Provider has, to the best of his knowledge, and with ongoing service provision without complaint to Wednesday 26th March 2025, incorporated and considered all of these documents into the support service provision consistent with the agreement herein. In the case of a scrutinising auditor or dissatisfied Participant, the Provider requests that any instance of non-compliance be raised so that it may be immediately rectified and services can continue in alignment with the provisions set out by the NDIA and other bodies responsible for the regulation of ethical support services. 

(I) Definitions

For the purposes of this Service Agreement, the following terms shall have the meanings ascribed to them:

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• Agreement – This Service Agreement, including all referenced documents, amendments, and annexures, governing the provision of support services by the Provider.

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• Provider – Strong Support Services, trading under the Australian Business Number (ABN) 96 776 591 245, and represented by Luke G (Mable Profile Name: Luke Girke).

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• Participant – The client receiving support services under this Agreement, including any authorized representatives acting on their behalf.

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• Mable Platform – The third-party digital platform facilitating engagement between Participants and independent support providers, as governed by Mable’s Terms of Service.

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• Services – The support services provided by the Provider to the Participant, including but not limited to community access, mentorship, personal training, transport, and other agreed-upon supports - some supports are incidental to the support session e.g. emotional support.

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• Engagement – The contractual arrangement between the Provider and the Participant, formed through acceptance of this Agreement, whether via the Mable Platform or an independently signed contract. The contract is made publicly available via website and performance under it for a Participant is assumed acceptance as long as notice of the contract is given.

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• Invoice – The formal request for payment issued by the Provider to the Participant, reflecting agreed-upon support services rendered, including applicable charges such as travel costs.

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• Cancellation Policy – The agreed-upon terms regarding the Participant’s obligation to provide notice for cancellations, no-shows, or termination of services, as detailed in Section 10 of this Agreement.

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• NDIS – The National Disability Insurance Scheme, which funds and regulates disability support services in Australia.

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• NDIS Pricing Arrangements and Price Limits – The guidelines published by the NDIA (National Disability Insurance Agency) outlining the maximum permissible rates and conditions for support services.

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• Travel Costs – The reasonable contribution requested from the Participant for transport-related expenses incurred by the Provider in delivering face-to-face services, as per Section 7 and in accordance with the NDIS Pricing Arrangements where applicable to an NDIS Participant but uniformly applied to both NDIS-funded and non-NDIS-funded participants.

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• Onboarding – The administrative and operational processes undertaken by the Provider to initiate support services for a new Participant, including consultation, scheduling, and preliminary service arrangements.

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• Expectation and Reliance Loss – The financial impact incurred by the Provider when a Participant enters into an agreement and then prematurely terminates the engagement, causing lost work opportunities.

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• Force Majeure – An event beyond the reasonable control of either party, including but not limited to natural disasters, government regulations, or unforeseen emergencies, that prevents the fulfillment of contractual obligations either wholly or impartially due to impunctuality.

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• Confidentiality – The obligation of both parties to protect sensitive personal and business information disclosed during the course of this Agreement, in compliance with the Privacy Act 1988.

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• Dispute Resolution – The agreed-upon process for resolving disagreements between the Provider and the Participant before resorting to legal action, as outlined in Section 15 of this Agreement.

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• Termination Period – The mandatory 14-day notice period required for the cessation of services unless terminated immediately due to serious breach, as outlined in Section 11.

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• Default Minimum Charge – The minimum service fee of $1,080 applicable in cases where the Participant fails to proceed with scheduled supports, as detailed in Section 6.

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• Electronic Acceptance – The digital confirmation of this Agreement by the Participant through the Mable platform, constituting legally binding consent.

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• Participant’s Obligations – The responsibilities of the Participant, including providing accurate information, ensuring a safe service environment, and making timely payments as detailed in Section 9.

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• Provider’s Obligations – The responsibilities of the Provider, including delivering agreed-upon services, maintaining compliance with NDIS regulations, and issuing timely invoices, as detailed in Section 8.
   

• Representative - 

(II) Anti-Exploitation Policy

Strong Support Services is committed to upholding ethical practices and ensuring that all Participants engage with our services in a manner that is fully informed and voluntary. If a Participant lacks the mental capacity or necessary understanding to fully comprehend the terms of this Agreement, Strong Support Services requires that a legally appointed guardian, nominee, or appropriate advocate be involved in the decision-making process. This ensures that the Participant’s rights, autonomy, and best interests are upheld at all times. Strong Support Services strictly prohibits any form of exploitation, coercion, or undue influence in the establishment or continuation of support services. If concerns arise regarding a Participant’s capacity to engage meaningfully with this Agreement, we will take appropriate steps to seek further clarification and support to ensure informed consent.

(III) Disclaimer #1

The inclusion of the full service agreement (available here, below), referenced within the shorthand version (Agreement Detail Text-Boxes) provided on the Mable digital platform, is legally legitimate, as notice of the full terms has been explicitly provided in multiple accessible formats. The agreement is linked directly within the Mable platform, referenced in the Provider’s profile (Luke G’s profile), and further reiterated in the agreement via a weblink directing Participants to the full terms. This ensures that all necessary terms and conditions governing the engagement are clearly disclosed, aligning with principles of contract law requiring adequate notice and mutual consent. By providing this information upfront, the Provider has taken reasonable steps to ensure transparency and accessibility in contractual obligations.

 

Furthermore, Mable’s Terms of Service (specifically, Mable's Disclaimer #2) explicitly state: “By using Mable, You agree and acknowledge that any engagement for Care Services is between You and the Support Worker or Customer only, and that Mable is not a party to any such engagement and/or employment contract that may be entered into.” This means that the binding agreement governing service provision is the one provided and reiterated in the text box, available on the Provider’s personal business website (girke.com.au), and reaffirmed in the service agreement accepted by the Participant as well as being visible on the Provider's Mable profile. The onus, therefore, falls on the Participant to read and familiarise themselves with the full terms before proceeding with the engagement. By accepting the agreement, the Participant acknowledges and agrees to these terms, reinforcing its legal enforceability.

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(IV) Choice and Control with Contractual Responsibility & Fair Pricing

This Agreement upholds the principles of Choice and Control, as promoted by the National Disability Insurance Scheme (NDIS) and outlined in the NDIS Act 2013 (Section 4(8): "(8)  People with disability have the same right as other members of Australian society to be able to determine their own best interests, including the right to exercise choice and control, and to engage as equal partners in decisions that will affect their lives."). The NDIS Code of Conduct (2021) and NDIS Practice Standards also reinforce participants’ autonomy in selecting and directing their supports.

 

However, with Choice and Control comes the expectation of mutual responsibility. By entering into this Agreement, the Participant (or their representative) acknowledges that:

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• All parties must uphold the agreed terms, including service delivery expectations, payment obligations, and cancellation policies.
   

• Attempting to avoid contractual responsibilities, including but not limited to failing to pay for services rendered, unjustifiably cancelling supports, or engaging in conduct that mischaracterises a support worker’s role as an informal or charitable service, will not be tolerated.
   

• This Agreement is based on mutual respect and accountability. Any attempt to disregard obligations or exploit the flexibility granted under the NDIS framework may result in service termination in accordance with the agreed terms.

 

Fair Pricing Commitment

In accordance with the NDIS Code of Conduct and Pricing Rules, pricing for services under this Agreement will align with the principle of fair pricing. This means that there will be no major price difference between the cost of a service for an NDIS participant and that of other customers unless a justifiable reason applies.
 

• Service fees reflect industry standards and are determined based on expertise, market rates, and operational costs, ensuring transparent, ethical pricing.
   

• No price inflation occurs due to NDIS participation. Fees charged to NDIS participants will remain fair and justifiable, consistent with the NDIS Fair Pricing Guidelines.
   

• The NDIS Quality and Safeguards Commission prohibits unjustified price differentiation, and providers found in breach may face penalties.
   

The Participant acknowledges that while they retain complete Choice and Control in selecting providers, convenience, quality, and availability may impact pricing. Any concerns regarding pricing transparency should be raised promptly to ensure open communication and resolution. A blatant disregard for the agreement and contract after services have been partly or wholly performed within the scheduled allocation time-frame per the minimum service period with regard to the cancellation policy cannot be miscategorised as a late-realisation or unwillingness to uphold agreed-upon rates.

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1. Purpose and Scope
This Service Agreement ("Agreement") outlines the terms and conditions under which Strong Support Services [trading name] ("Provider") will deliver support services to clients ("participants").


2. Engagement and Acceptance
All clients sourced through the Mable platform will be invoiced and engaged per Mable's terms of use. Support services will only commence upon acceptance of this Agreement through the Mable platform or a formal signed declaration if engaged independently. If a Participant is found, or the Provider is found, via the Mable platform, the support relationship will be invoiced entirely on the Mable platform per Mable's terms of service. It is a breach of Mable's terms of service to engage a Participant or Provider on Mable's platform (initially meet via the web platform) and then decide to render Mable a non-party in the invoicing process.

3. Agreement Distribution
A copy of this Agreement will be provided via the Mable platform and, if requested, sent to the participant's email or phone number. Acceptance via the Mable platform constitutes contractual assent. Independent engagements will require in-person signatures.

4. Provider Information
* Trading Name: Strong Support Services
* Provider Name: Luke G (Pre-Agreement Visibility) / Luke Girke (Post-Agreement Visibility)
* ABN: 96 776 591 245



5. Services and Supports
The Provider agrees to deliver support services to the participant per the mutually agreed schedule and location, in line with the participant's NDIS goals and specific requests (choice and control). These requests must be reasonable, legal, and something that the Provider agrees to undertake (either implied or explicit) before the commencement of the support provision.

6. Period of Service Agreement

In most, but not all circumstances, the regular and recurring days & times allocated to the Participant (decided collaboratively between the Provide and Participant) will be charged to the Participant, and are established via approval of the first invoice (and subsequently superseded by further invoices) on electronic invoicing platforms, including but not limited to: Mable, Plan Partners, and Maple Plan. 

Example 1: the Participant communicates that Tuesday 4-8pm is there preferred service time. The Provider agrees. Tuesday 4-8pm now becomes the weekly billing cycle. The Participant is only billed for one 4-hour session that they have requested, accepted, and been allocated.

The Cancellation-Notice Policy now applies.

7. Support Costs and Rates
Support costs and rates are:
* As advertised per Mable, if contracted via Mable and as invoiced per the first invoice (and agreed prior) if independently subcontracted.
* As invoiced per the first invoice (and agreed prior) if independently subcontracted.

Travel Costs: $0.99 per km travelled (NDIS Fair Contribution Rate Per Travel In Personal Vehicle Per Most Recent Guidelines/All Supports Will Be Delivered In Personal Vehicle That Is Personally Serviced, Managed & Paid For) for all travel. 

Page 20 of the NDIS Pricing Arrangements and Price Limits 2024-25 Version 1.2 (published 9/07/2024) states...

"Provider Travel – Non-Labour Costs 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 participant (such as road tolls, parking fees and the running costs of the vehicle), they may negotiate with the participant for them to make a reasonable contribution towards these costs. The NDIA considers that the following would be reasonable contributions: • For a vehicle owned by the provider or the worker, up to $0.99 a kilometre; and General Claiming Rules NDIS Pricing Arrangements and Price Limits 2024-25 Version 1.2 (published 9/07/2024) Page 20 of 95 • For other forms of transport or associated costs, such as road tolls, parking, public transport fares, up to the full amount."

"Total Travel" to deliver supports and on-shift are calculated via the Personal Vehicle's Trip Metre, Google Maps, or the Waze Navigation App (or a combination of the three where one faults or consecutive KMs specific to the support are incapable of being calculated via one method), with specific routes approved by the Participant on receipt of invoice. The Provider endeavours to calculate travel as accurately as possible, with incomplete KMs being rounded to their nearest whole value. For example, a 1.9km trip to the supermarket on-session will be rounded to 2km. 
 

Charging Travel to and From Supports

In accordance with the NDIS Pricing Arrangements and Price Limits 2024-25, the Provider may claim reasonable travel costs incurred when delivering face-to-face supports. This includes travel to and from the support location, as permitted under the Provider Travel – Non-Labour Costs provisions. The NDIA allows providers to claim up to $0.99 per kilometre for the use of a private vehicle when delivering supports, in addition to other reasonable transport-related expenses such as road tolls and parking fees. These charges are applied consistently across all participants and are necessary to ensure the viability of delivering community-based supports across different locations.

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To ensure transparency regarding travel-related expenses, the Provider has calculated the reasonable running costs associated with delivering community-based support. Given the weekly travel distance of approximately 500–700 kilometres, fuel costs alone can range between $125 and $175, with a 50-litre fuel tank costing up to $100 and only providing 400 kilometres of city driving. Additionally, to maintain vehicle longevity and reliability, the vehicle requires servicing every 10,000 kilometres at an estimated cost of $1,000, equating to a weekly servicing expense of $50–$71. Road tolls vary based on travel routes and can add $50–$100 per week.

 

Further expenses arise when the vehicle undergoes routine servicing, as sourcing a temporary replacement vehicle is not provided free of charge. Depending on availability and duration, rental costs can range from $50 to $100 per day, with a routine service typically requiring at least one day, equating to an additional weekly cost of approximately $10–$20 when factored across servicing intervals.

 

Moreover, to maintain hygiene standards—especially for clients with high needs, autoimmune conditions, or other hygiene-related concerns—the vehicle undergoes routine cleaning at least fortnightly or more frequently if necessary. Professional cleaning services range from $50 to $100 per session, resulting in a weekly cleaning cost of approximately $25–$50.

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In addition to these operational expenses, annual vehicle registration and insurance must also be factored into the cost of maintaining a roadworthy and legally compliant vehicle. Registration fees can vary but typically range between $800 and $1,200 per year, equating to an estimated weekly cost of $15–$23. Comprehensive vehicle insurance, essential to protect against potential damages or accidents incurred while travelling for service delivery, generally costs $1,500 to $2,500 per year, adding an approximate weekly expense of $29–$48.

 

Considering these additional expenses, the adjusted weekly vehicle running costs range from $304 to $487. Although explicitly outlining the fees associated with vehicle operation, the travel cost also adds a respectable buffer to account for the time and additional expenses incurred when travelling to deliver face-to-face support. Furthermore, it ensures sufficient financial remuneration should the vehicle require urgent repairs or, in cases of significant wear and tear, must be replaced.

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These costs align with the allowable travel charges under the NDIS Pricing Arrangements and Price Limits 2024-25, which permit providers to claim up to $0.99 per kilometre for private vehicle use and reasonable toll and parking expenses. This ensures the ongoing sustainability and reliability of transport-related services while maintaining compliance with NDIS pricing guidelines.

 

Breakdown of Weekly Vehicle Costs

• Fuel Costs: $125–$175 (based on 500–700 km per week, with a 50-litre tank costing up to $100 and providing 400 km of city driving)

• Servicing Costs: $50–$71 (factoring in $1,000 servicing every 10,000 km)

• Toll Costs: $50–$100 (varies based on travel routes)

• Replacement Vehicle During Servicing: $10–$20 (based on rental costs spread across servicing intervals)

• Routine Vehicle Cleaning: $25–$50 (fortnightly cleaning at $50–$100 per session)

• Vehicle Registration: $15–$23 (based on $800–$1,200 annual registration costs)

• Comprehensive Insurance: $29–$48 (based on $1,500–$2,500 yearly insurance costs)

 

Total Estimated Weekly Running Costs: $304–$487

Given that vehicle running costs can reach up to $487 per week, solely due to the demands of face-to-face support, travel will be charged at the maximum allowable rate under the NDIS Pricing Arrangements to ensure the ongoing viability of the service. This approach ensures that the cost, effort, and time required to undertake extensive travel in a private vehicle are appropriately compensated. While the travel costs invoiced at the maximum rate may not always directly reflect the precise "real cost" incurred, they are applied consistently across all participants. This consistency is essential to maintaining service continuity for existing and future participants, given the significant distances travelled and associated expenses. By structuring travel charges, the Provider can continue delivering reliable, high-quality, community-based support while accounting for travel’s financial and logistical demands.

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Travel distances are calculated using reliable tracking methods, including Google Maps, the vehicle’s trip metre, or the Waze Navigation App, ensuring transparency and accuracy. In instances where a single method is insufficient for calculating consecutive kilometres, a combination of these tools may be used. Travel is rounded to the nearest kilometre for consistency, and the total distance is clearly detailed in the invoice. All charges are applied in accordance with the service agreement and must be approved by the participant prior to claiming.

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Whilst the Provider may travel directly from one participant to another if scheduling permits, the travel is calculated as a return to the Provider's place of business (as an indepdendent sole-trader) as a default (Park Road, Middle Park, Melbourne, Victoria, Australia 3206). It is often the case that the Provider provides supports to a single Participant in a 'closed-loop'. This approach ensures that the total travel cost to deliver face-to-face supports is cheaper for the participant, as they are not charged for the additional kilometres associated with servicing multiple clients in different locations. At the same time, this method aligns with NDIS guidelines by ensuring that the Provider is reimbursed fairly for necessary travel expenses while maintaining transparency, fairness, and sustainability in service delivery.

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Examples of Charging Travel to and From Supports

(Page 21 of 97 of the NDIS Pricing Arrangements and Price Limits 2024-25 Version 1.3 (published 1/10/2024)

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​*Travel Costs Will Be Sought To Be Reimbursed Irrespective of Zone

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*Onus Remains on Participant & Their Agents To Ensure Joint Compliance

*Charges Are Consistent Across-The-Board Irrespective of NDIS Funded or Not

*Agreement Is Accepted And Pre-Authorised By Mable Account Manager for Participant At Time of Acceptance & Reiterated With Each Invoice
 

Despite the NDIS guidelines discussing MM1–MM5 zones from page 20 onwards, the Provider's experience indicates that nearly all metropolitan clients are within a 30-minute travel window, particularly when freeway access is utilised. Mable facilitates the inclusion of a default travel charge at the commencement of the agreement, ensuring clarity and predictability for both parties. Given this arrangement, occasional traffic fluctuations or travel times exceeding 30 minutes do not preclude the Provider from claiming travel costs. The inability to charge for travel in such instances would neither align with the initial agreement—structured on reasonable and foreseeable conditions—nor be economically sustainable for a sole trader. The Provider must account for time, fuel, and vehicle expenses, which, without travel reimbursement, would impose undue financial strain and compromise service viability. Furthermore, under the Fair Pricing Principle, the rates offered out in the purview of fairness and administrative efficiency are consistent across the board meaning NDIS funded participants and those without NDIS funding are charged in the exact same way.

 

Where travel exceeds the allowable claimable limit of 30 minutes, the Provider will engage in services under these circumstances by invoicing the travel time component as a converted duration-based charge. This conversion is calculated at the same rate as it would be should travel beyond 30 minutes be otherwise allowable. For example, where 100 km is travelled at $0.99 per km (NDIS Contribution Rate), the total amount can be divided by the designated hourly rate to determine an equivalent time-based charge. This ensures that all travel is consistently processed as time rather than distance when necessary, particularly when Mable does not provide a dedicated travel criterion. In cases of independent invoicing, this methodology will serve as the primary approach for travel reimbursement calculations. This methodology is flagged in this support service agreement (the terms of engagement), is reiterated on Luke G's Mable Profile in his bio description, work experience description, included in agreements lodged on Mable, and is also raised when negotiating initial agreements with a Participant (including with their plan manager, support coordinator, or psychosocial recovery coach if applicable). 

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Furthermore, since the Provider has commenced work as an NDIS worker with an active screening clearance check, all travel costs and their justifications have been reiterated via invoice to the respective Participant, their Plan Managers, and Support Coordinators via this methodology without rejection or complaint. This transparent invoicing process ensures that travel charges remain within the scope of NDIS guidelines, with the onus resting on the Participant and their representatives to verify that all travel costs sought for reimbursement are compliant, fair, and reasonable within the NDIS framework. Participants and their agents can clarify, accept, or reject travel reimbursements within their professional obligations and duties under the NDIS Pricing framework.

 

While the NDIS guidelines on travel costs reference MM1–MM5 zones in relation to Core Supports, the Provider operates under a model that ensures economic viability across different service categories. Furthermore, the Provider is not always privy to whether a Participant’s funding source stems from Core Supports or another category and in some cases is not NDIS funded. Given this uncertainty and to maintain consistency in service provision, as well as upholding the Fair Pricing Principle, the default travel charge is applied uniformly. The onus remains on the Participants and their agents (including Plan Managers, Support Coordinators, and other representatives) to ensure that the reimbursement of travel costs aligns with the NDIS Pricing Arrangements where applicable and the specific funding structure applicable to their plan. By accepting this Agreement, the Participant acknowledges their responsibility to verify the appropriateness of such charges within their funding scope and to address discrepancies to the Provider before going through appropriate NDIS channels.

Travel Charges & Participant Acknowledgment

The Participant acknowledges that the Provider may need to travel to deliver services and agrees to cover reasonable travel costs in accordance with the following:
 

1.1 Travel charges will be calculated based on the NDIS Contribution Rate (currently $0.99 per km) and/or a time-based equivalent rate where applicable.

1.2 Where travel time exceeds the standard NDIS 30-minute claimable limit, the excess may be converted to a time-based charge at the Provider’s hourly rate.

1.3 The Participant agrees that these charges are necessary for service provision and understands that they will be clearly reflected on invoices.

Plan Manager or Self-Managed Approval

2.1 If the Participant is self-managed or plan-managed, they confirm that they approve these travel charges and acknowledge they have the discretion to allocate funds for extended travel.

2.2 The Participant (or their Plan Manager) confirms they have reviewed their plan and funding structure and accept full responsibility for ensuring that travel costs are claimable under their plan.

2.3 The Provider will issue clear and itemized invoices detailing all travel charges to maintain transparency.

No Obligation for Extended Travel

3.1 The Provider is not obligated to travel beyond standard NDIS travel limits but may do so at the Participant’s request, subject to agreement on the charges.

3.2 If the Participant does not agree to cover excess travel costs, the Provider reserves the right to decline service provision to that location.

Invoicing & Funding Transparency

The Provider processes 90%+ of invoices through Mable, a third-party platform that facilitates service agreements and payments. As a result, the Provider does not have access to the Participant’s NDIS plan, funding structure, or a detailed breakdown of their budget allocations. This means the Provider is not always aware of the specific funding source used to cover services, including travel costs.

Despite this, the Provider makes every effort to ensure transparency by clearly outlining all charges upfront, including travel costs, within:
 

• Service agreements,

• Profile descriptions, and

• Direct communication with the Participant and/or their Plan Manager.
   

Participants, Plan Managers, or their designated Mable account handlers retain full control over invoice approvals and payments. They may:

1) Seek clarification on any invoice before payment,
2) Reject or dispute any charge they believe is incorrect or inappropriate, or
3) Terminate the agreement at any time if they do not wish to continue under the stated terms.
 

By engaging the Provider’s services, the Participant acknowledges that they are responsible for ensuring all charges align with their available NDIS funding and that they have the opportunity to raise concerns before approving payments.

Service Categories & Agreement Amendments on Mable

In recent years, Mable has expanded its platform to include various service categories to better align with participant needs. However, technical limitations and inconsistencies can impact how these categories appear or function within the system.
 

One key issue is that if a travel-related charge was not included in the initial service agreement, amending the agreement later to add a travel criterion can be cumbersome and time-consuming for both the Participant and the Provider. This process often involves:

• Navigating Mable’s system to locate and modify the agreement,

• Requesting approval from the Participant or their Plan Manager, and

• Overcoming potential delays if the Participant’s Mable account is managed by a Plan Manager or an external representative who is less engaged or slow to respond.
   

For Participants who are less technologically adept or whose Mable accounts are handled by a third-party plan manager with limited involvement, the process may be even more difficult, leading to delays and administrative inefficiencies.
 

To minimise these challenges, the Provider strongly encourages Participants (or their representatives) to ensure that all relevant service categories, including travel charges, are discussed and included at the start of the agreement. This proactive approach helps avoid unnecessary administrative work and ensures that the invoicing process remains seamless and efficient for all parties.

The Provider has made every effort to communicate how these charges will be applied and will continue invoicing in the same manner if no objections are raised, on the assumption that the Plan Manager, Participant, and all other involved parties believe the invoices to be compliant, fair, and reasonable.
 

If any party holds a different understanding or has concerns regarding the appropriateness of these charges, the Provider would greatly appreciate being informed, so adjustments can be made where necessary.

Choice and Control in Service Engagement

Under the NDIS principles of choice and control, Participants have the right to select the providers that best meet their needs, preferences, and goals. By continuing with this service arrangement, the Participant acknowledges that they are making an active and informed decision to engage the Provider, even when alternative providers may be available closer.
 

The Participant exercises choice and control by:
1) Persisting with this agreement in full knowledge of the associated travel costs, which have been clearly outlined and communicated.

2) Recognising that the Provider may not be local, but still choosing to engage their services due to quality, rapport, or specific expertise.

3) Understanding that travel costs are necessary for the Provider to deliver services and that these costs will continue to be invoiced as agreed.
 

While the Provider strives to be transparent and fair in all pricing, including travel costs, the Participant (or their Plan Manager) retains the right to:

1) Seek clarification on charges at any time,
2) Discuss alternative arrangements if required, or
3) Terminate the agreement if they no longer find the terms suitable.
 

By proceeding with this service, the Participant confirms that they are exercising choice and control over their support arrangements and accept the travel-related costs as part of their engagement with the Provider. The provider (Luke G) will not offer services or drive distances without full reimbursement for travel via the method pre-approved and then susequently approved via invoice on Mable, with the discretion entirely left to the Participant and their agents to authorise the charge as fair, reasonable, and compliant. 

8. Responsibilities of the Provider
The Provider agrees to:
a) Communicate openly and promptly.
b) Treat the participant with respect.
c) Protect the participant’s privacy.
d) Provide accurate information and qualifications.
e) Issue regular invoices.
f) Inform the participant of risks and benefits associated with their goals and how various activities aid or negate their progress as best as possible.
g) Follow NDIS Incident Management and Reportable Incidents Rules 2018 or the most recent version.

9. Responsibilities of the Participant and Their Agents & Representatives
Participants agree to:
a) Be involved in developing the Support Plan.
b) Provide accurate information.
c) Ensure funds are available for booked services.
d) Treat the Provider with respect.
e) Provide a safe environment for in-home or community support.
f) Notify the Provider of cancellations with at least two business days’ notice for cancellations of individual support sessions and 14 days notice for cessation to service provision entirely.
g) Inform the Provider of changes to the NDIS plan or when the plan may be ending if the Provider can no longer charge for supports.
h) Discuss concerns or complaints constructively.

i) Communicate effectively and provide clear and unambiguous instruction on when they would like their support provisions rendered. 

10. Cancellation Policy
​Cancellations require 24 hours' notice. Without proper notice, an unfulfilled or canceled shift will be charged based on the date, time, and duration specified by the Participant and fulfilled by the Participant on last occurrence (as outlined in Section 6: Example 2). For example, if the Participant or the Participant's representative requests 5 pm - 10 pm on Wednesdays but fails to meet that commitment, the session will be charged as such due to expectation/reliance loss. In addition, if a shift is shortened or incomplete, the regular duration period charge will be applied based on the duration of the last completed shift. This means that if a shift ends early or is not fully attended, the Provider will invoice for the full length of the last completed regular shift. This charge ensures consistency and fairness in scheduling and compensation due to the fact that the Provider has allocated time to the Participant and cannot allocate time elsewhere.

11. Termination of Service Agreement
This Agreement can be terminated with 14 days’ notice. If either party seriously breaches the Agreement, immediate termination applies.
In the event of termination, the Participant will be charged for a 14-day period (2-week period) from the date of termination, based on the mutually agreed-upon times and days for support provision, or in absence of this, for the minimum period outlined in Section 6. This ensures that the Provider (Luke G) is safeguarded against substantial expectation or reliance losses associated with the onboarding of new clients, considering that the Participant had initially expressed intent for ongoing, indefinite support and that termination has occurred prematurely or in absence of a clearly communicated end-date for supports as either indicated by the Participant or their associated representatives/decision-makers such as Plan Manager, Support Coordinator or Psychosocial Recovery Coach. 

12. Additional Terms
a) Participants and their representatives are jointly responsible for costs. If an NDIS plan is extinguished, the Participant is solely respinsible for the costs of the support provision.
b) Travel and non-face-to-face costs will be invoiced as applicable.
c) Participants must ensure they understand the Agreement, possibly with the assistance of trusted parties where requested, authorised, or applicable.


13. Governing Law and Jurisdiction
The laws of Victoria, Australia, govern this Agreement. Any disputes arising under this Agreement will be subject to the jurisdiction of the Victorian courts and are primarily enforced by the principles that govern contract law.

14. Confidentiality
Both parties agree to maintain the confidentiality of any sensitive information shared during this Agreement in compliance with the Privacy Act 1988.


15. Dispute Resolution
In the event of a dispute, both parties agree to first attempt resolution through mediation or arbitration before pursuing litigation.


16. Liability and Indemnity
The Provider’s liability is limited to the extent permitted by law. Participants agree to indemnify the Provider against claims arising from the provision of services, except in cases of negligence or misconduct.


17. Force Majeure
The Provider is not liable for failure to perform obligations due to events beyond their control, such as natural disasters, government actions, and traffic hazards or unreasonable delays.

18. Modifications and Amendments
Any changes to this Agreement can occur sporadically with a change of NDIS compliance requirements or matters imperative of consideration to the Provider and Participant. The notice of the agreement is issued at the bottom (included in the 'Timesheet Clause' of each invoice and should be checked regularly by the Participant. In actuality, the reissuing of the service agreement occurs each work day with the reissue of invoices, thus notice of the current service agreement is repeatedly provided. 

19. Severability
If any provision of this Agreement is found invalid or unenforceable, the remaining provisions will remain valid and enforceable.


20. Entire Agreement
This Agreement constitutes the entire agreement between the parties and supersedes all prior agreements, representations, and understandings.


21. Notices
Formal notices should be communicated in writing to the addresses specified by each party.
The Provider requests that all notices be given to his personal mobile number +61 417 058 305. 

22. Compliance with Laws
Both parties agree to comply with all applicable laws and regulations, including NDIS and Victorian legislation.
If any non-compliance is suspected by the Participant of the Provider, or by an Auitor of the Provider, the Provider wishes for this to be raised honestly, openly, and transparently with the end-goal of resolution and amendment to ensure compliance is imminently rectified. 

23. Signature and Acceptance
Electronic acceptance is required for Mable engagements. For independent engagements, signatures are mandatory.

24. Failure to Comply with Service Agreement & Scheduled Times Per Contractual Agreement Will Result in Billing
Cancellations, No-Shows, and Participant Compliance Policy

As an NDIS provider operating under an Australian Business Number (ABN), we strive to provide reliable and consistent support to all our participants. To maintain fairness and protect our service commitments, the following policy applies to cancellations, no-shows, and participant compliance with essential criteria as outlined in the service agreement.
 

Short-Notice Cancellations and No-Shows

• A session will be considered a short-notice cancellation if:

  • The participant does not attend the scheduled support within a reasonable time or is not present at the agreed place and within a reasonable time when the provider is travelling to deliver the support.

  • The participant provides less than seven (7) clear days' notice for any other scheduled support.

• In these cases, we may invoice up to 100% of the agreed-upon session fee, provided that:

  • The service agreement specifies that short-notice cancellations or no-shows may be invoiced.

  • The support item is eligible for claiming under NDIS Pricing Arrangements and complies with the NDIS Pricing Arrangements and Price Limits.

  • We could not secure alternative billable work for the scheduled session time.
     

Failure to Meet Essential Provider Criteria

• If a session is cancelled or cannot proceed because the participant fails to meet essential criteria (such as providing reasonable communication, a safe environment, or fulfilling other critical obligations outlined in the service agreement), we may invoice for the session fee under the following conditions:

  • The service agreement specifies that fees may be charged for non-compliance with essential criteria.

  • The NDIS Pricing Arrangements allow for claims related to participant non-compliance.

  • We were unable to secure alternative work for the scheduled session time.

This policy is designed to protect both the continuity of services and the financial viability of support provision, ensuring that all participants know their responsibilities and the terms of service.

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For detailed information on NDIS Pricing Arrangements, please refer to the NDIS Pricing Arrangements and Price Limits 2024-25.

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25. Public Holiday Rates & Session Continuity

Public Holiday Rates

Services delivered on a Public Holiday will be charged at the applicable NDIS Public Holiday rate, as outlined in the NDIS Pricing Arrangements and Price Limits. This ensures fair compensation for service provision on designated public holidays.

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Session Continuity on Public Holidays

The Provider intends to continue delivering services on Public Holidays, unless taking a designated break, in which case all engaged Participants will be informed well in advance. Unless the Participant provides prior written notice requesting to cancel or reschedule a session, all scheduled sessions will proceed as usual on public holidays. The Participant acknowledges that failure to provide such notice will result in the session being charged at the applicable Public Holiday rate.

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Cancellation Notice Requirement

Notice of cancellation for sessions scheduled on a Public Holiday must be given in accordance with the terms set out in the Cancellation Policy of this Agreement. Cancellations made outside the required notice period may be charged in full at the applicable Public Holiday rate.

26. Lateness Inevitability

The Provider acknowledges the importance of punctuality in delivering support services. However, the nature of high-needs support inherently involves circumstances where a prior support session may be extended beyond the scheduled time due to unforeseen factors, including but not limited to:

 

1. Duty of Care Obligations – Where a Participant’s safety, well-being, or immediate needs require additional time beyond the allocated support period.
    

2. Handover Delays – Where effective transition of care between support workers necessitates additional time to ensure continuity and quality of care.
    

3. Traffic and Unforeseen Delays – Where peak-hour congestion, road incidents, or other unpredictable transit disruptions impact travel between support locations.
    

Subsequent support sessions may be delayed in such instances. While the Provider will take all reasonable steps to minimise delays, the Participant acknowledges that a degree of lateness is sometimes inevitable, given the unpredictable nature of high-needs support work. Although the Provider is not bolstering his expertise beyond that of the representations he makes as a Support Worker, the Provider acknowledges the similarity in delays, sometimes unavoidable, in the Provider's professionally engaged contractual obligations and those that exist in the Allied-Health industry as 'by appointment'. In both settings, there is an understanding that running overtime or arriving late (when on-call) inevitably arises due to the nature of the work being performed. 
 

The Provider agrees to communicate any expected delays to the affected Participant as soon as practicable and will endeavour to adjust the schedule where possible to mitigate ongoing disruptions. Participants agree to accommodate reasonable delays in recognising the duty of care required in this service field.

27. No Obligation In Meet & Greet
The Provider may offer an initial meet and greet with the Participant to discuss potential support services. This meeting is an informal opportunity for both parties to assess compatibility and service suitability.
 

The Participant acknowledges that:

1. The meet and greet is not a billable service and does not constitute a formal commitment by either party.
    

2. The Provider is under no obligation to proceed with services following the meet and greet.
    

3. A formal service agreement must be established and signed before any ongoing support services commence.
    

Until a written agreement is in place, the Provider reserves the right to decline or discontinue service discussions at their discretion.


28. Conflict of Interest in Participant and Representative Decision-Making
 

The Provider acknowledges the principle of Choice and Control under the NDIS, which empowers Participants to make decisions regarding their support services. However, in cases where a Participant is represented by a parent, guardian, or other decision-maker (referred to as the "Representative"), conflicts may arise between the wishes of the Participant and the expectations or instructions of the Representative.
 

The Participant and Representative acknowledge that:
 

1. Differing Preferences – The Participant may express preferences or make requests that conflict with the Representative’s expectations.
    

2. Provider's Position – The Provider is not responsible for resolving disputes between the Participant and the Representative regarding service delivery decisions.
    

3. Practical Limitations on Choice and Control – While the Provider will make reasonable efforts to honour the Participant’s preferences in line with NDIS principles, certain circumstances may limit full autonomy, particularly where:

   • The Representative has legal authority to make decisions on behalf of the Participant.

   • There are duty of care, safety, or ethical considerations that override specific requests.

   • The requested action falls outside the scope of the agreed service provision.

   • The Participant has limited reasoning due to a clinically diganosed or undiagnosed (apparent) mental impairment.

   • The Participant is non-verbal.

   • The Participant is palliative, or has impairment to their memory or cognition.
      

Where conflict arises, the Provider will act in accordance with professional judgment, duty of care obligations, and relevant legal requirements. The Provider reserves the right to discontinue services if ongoing disputes create an unsustainable working environment, or, in circumstances where there is disagreement among the Particpant and their Representative resulting in dissatisfaction from the Representative toward the Provider, reaffirm the Participant's choice and control, which ultimately takes precedence. 

The Provider acknowledges that there is an inherent conflict between providing supports and respecting the autonomy and individual intrinsic worth of the Participant. The Provider attempts to reconcile this dynamic interplay by collaboratively engaging with the Participant. and any Representatives they may have to ensure all 3 parties (Provider, Participant, and Representative) are aware of how services are being delivered, the areas that will be focused on, and how these services are being reconciled with the Participant's NDIS Goals as well as the verbally expressed desires of both the Participant and their rightfully appointed Representative. 

29. Three-Hour Minimum Default Support Session Duration
The Provider’s standard minimum support session duration is three (3) hours, established to maintain consistency, reliability, and operational efficiency in service delivery. This minimum applies by default but may be varied at the Provider’s discretion if a shorter session is negotiated and mutually agreed upon in writing with the Participant. This approach aligns with the NDIS Pricing Arrangements and Price Limits 2023–24, which permit minimum session durations as long as they are clearly stated and agreed to within the Service Agreement. The NDIS guidelines emphasise participant choice and control, and specifically allow minimum charges or durations where they are pre-agreed, stating: “Minimum charges or minimum durations are permissible only if agreed in advance in a service agreement.” (NDIS Pricing Arrangements and Price Limits 2023–24, FAQs & Operational Guidelines). This ensures that minimum session requirements remain compliant with NDIS policy while supporting the Provider’s ability to deliver consistent and sustainable support. This Service Agreement is publicly accessible and linked within all agreements established through Mable, as well as being clearly displayed on the Provider’s profile, thereby substantiating appropriate notice and transparency regarding the 3-hour minimum session policy.

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