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For all support services.

Service Agreement / Contract / Letter of Engagement

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

Note: This version applies to clients who engage Luke G through the Mable platform. For independently contracted clients, Version 2 with designated signatory sections must be used.

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.

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 (Mable Profile Name: Luke Girke)
* 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.

6. Period of Service Agreement
This Agreement commences on the date of the first invoiced support session and requires a minimum service period of 14 days. The minimum charge is $1,080, covering three sessions per week at $60 per hour (base rate) for 14 days/two weeks if not communicated, collaboratively decided or invoiced otherwise by the participant to the Service Provider. The regular and recurring days & times allocated to the Participant will be charged to the Participant, and are established via approval of prior invoices on electronic invoicing platforms, including but not limited to: Mable, Plan Partners, and Maple Plan. 

7. Support Costs and Rates
Support costs and rates are:
* As advertised per Mable, if contracted via Mable.
* 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 Faceto-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."



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.
g) Follow NDIS Incident Management and Reportable Incidents Rules 2018 or the most recent version.

9. Responsibilities of the Participant and Caregivers
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.
h) Discuss concerns or complaints constructively.


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. 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 regularity 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. 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.
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 or government actions.


18. Modifications and Amendments
Any changes to this Agreement require written consent from both parties.


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.


22. Compliance with Laws
Both parties agree to comply with all applicable laws and regulations, including NDIS and Victorian legislation.


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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