Terms and Conditions
Eligibility & Service Access
- Participants must meet NDIS eligibility requirements.
- Services require an active NDIS plan with available funding.
Service Agreements
- A signed Service Agreement outlines supports, responsibilities, cancellation terms, and emergency planning.
- Participants may terminate services with notice as outlined in the Service Agreement.
Fees & Payments
- Fees are charged in line with the current NDIS Pricing Arrangements and Price Limits.
- NDIS pricing updates may automatically affect service fees.
Cancellations & Fees
- We require at least 24 hours’ notice for cancellations of scheduled supports. Where less than 24 hours’ notice is provided, a cancellation fee will apply in line with the NDIS Pricing Arrangements and Price Limits. This ensures we can fairly cover staff time and travel costs.
Participant Responsibilities
Participants are expected to:
- Treat workers respectfully.
- Provide a safe, smoke-free workplace.
- Give at least 24 hours’ notice for cancellations where possible.
- Ensure pets are appropriately controlled during service delivery.
- Participate in home and workplace safety assessments where required.
Provider Responsibilities
Momentum 360 agrees to:
- Deliver supports respectfully, safely, and professionally.
- Protect participant privacy and confidentiality.
- Provide appropriately qualified and trained staff.
- Give reasonable notice where schedule changes are required.
- Respond to complaints and feedback fairly and appropriately.
Privacy & Confidentiality
- Personal information is protected in accordance with Australian privacy legislation.
- Consent will be obtained before information is shared, unless required by law.
- Records are stored securely and confidentially.
- Participant records are retained in accordance with legislative requirements.
Consent
Participants may provide, withdraw, or amend consent at any time regarding:
- Information sharing,
- Medical support,
- Behaviour support strategies,
- Referrals and external services.
Complaints & Feedback
- Participants may provide feedback or make complaints anonymously.
- Complaints are managed through a formal resolution process.
- External complaint pathways include the NDIS Quality and Safeguards Commission and relevant Ombudsman services.
- Participants will not be disadvantaged for making a complaint.
Incident Management
- Serious incidents are reported to relevant authorities where required.
- Participants affected by incidents will receive appropriate support and follow-up.
- Continuous improvement measures are implemented following incidents where applicable.
Dignity of Risk
- Participants have the right to make informed choices, including choices involving risk.
- Momentum 360 balances duty of care with participant autonomy and independence.
Suspension or Termination of Services
Services may be suspended or ceased if:
- Participant responsibilities under the Service Agreement are repeatedly breached,
- Funding is unavailable,
- Supports can no longer be delivered safely or appropriately,
- The provider is unable to meet the participant’s support needs.
Safety & Work Health Requirements
Participants are expected to assist in maintaining a safe environment by:
- Reporting hazards,
- Maintaining safe and accessible environments,
- Informing staff of illness or infection risks,
- Preventing unsafe, abusive, or aggressive conditions.
Advocacy Rights
- Participants may appoint an advocate or support person at any stage of service delivery.
Restrictive Practices
- Momentum 360 is committed to upholding participant rights, dignity, and choice in all supports provided. Any use of restrictive practices is only considered as a last resort, must be legally authorised under the NDIS Quality and Safeguards Commission requirements, and will be included in an approved behaviour support plan.
- All restrictive practices are monitored, regularly reviewed, and implemented in the least restrictive way possible to ensure participant safety and wellbeing while promoting positive behaviour support strategies.