This Service Agreement outlines the relationship between West Coast Neuro (“WCN”) and our clients (“Client”), detailing the responsibilities of each party during their engagement with WCN.
Supports and Support Fees
1.1 WCN agrees to provide the Client with the following services throughout the Agreement at the specified rate:
(a) Assessment and treatment
(b) Clinically relevant communications including phone calls, written programs, and communication with other health professionals
(c) Attendance at team meetings and case conferences
(d) Assessment and trial of equipment as required
(e) Reports, forms, or letters as required by the NDIS or requested by the Client or Client’s representative
(f) Cancellation charges for late notice or no show appointments
(g) Travel to and from appointments, including non-labor costs as per the NDIS price guide
(h) Non-face-to-face client-specific administration including assessment analysis and interpretation, planning and evaluating therapeutic supports, and resource development
1.2 WCN reserves the right not to provide service or to cancel any future appointments for the Client if the Client does not have sufficient funds in their plan or if the plan expires. Any service fees not met by NDIS will be covered by the Client or the Client’s representative.
Cancellation Policy
2.1 For 1:1 appointments cancellation fees will be charged for any cancellations made within 2 business days of the appointment.
2.2 Intensive therapy appointments: cancellation fees will be charged for any cancellations made within 2 business days of the appointment.
2.3 If the therapist arrives at the scheduled appointment and the Client and/or their child are not present without prior notice, the scheduled session including travel will be charged.
2.4 If WCN cancels a support due to operational reasons, the service will be rescheduled at no charge.
2.5 In case of multiple cancellations or no shows within a 12-month period, WCN will initiate contact with the Client/family and their support network to ensure the provided supports are best suited to the Client’s needs.
Our Responsibilities To You – West Coast Neuro will:
(a) Regularly review the Client’s needs to ensure the supports remain appropriate
(b) Communicate openly and honestly in a timely manner
(c) Consult the Client on all decisions regarding how supports are provided
(d) Listen to the Client’s feedback and resolve any problems promptly
(e) Protect the Client’s privacy and confidential information
(f) Provide supports in accordance with all relevant laws, including the NDIS Act 2013 and Rules, and the Australian Consumer Law
(g) Maintain accurate records of the supports provided to the Client
Feedback & Complaints
4.1 If the Client wishes to provide feedback to WCN or is unsatisfied with the provision of supports and wishes to make a complaint, they can contact WCN at 08 6187 6487 or admin@westcoastneuro.com.au.
4.2 If the Client is unsatisfied or does not wish to communicate with the WCN representative, they can make a complaint to the NDIS Commission by:
(a) Visiting www.ndiscommission.gov.au; or
(b) Calling 1800 035 544.
Privacy and Sharing of Information
5.1 During the assessment, WCN will collect personal details and information about the client’s condition and goals to ensure therapy is tailored to the client. This may involve contacting external therapists with the client’s permission.
5.2 Only the client’s therapist can access their information. WCN will only release information if required by law, such as in a medical emergency, or with the client’s permission.
5.3 The client’s information is securely stored on a password-protected computer system and is protected by the Privacy Act 1988.
5.4 The client has the right to access their information and request corrections if necessary. A copy of all reports will be provided to the Client.
5.5 By using our website and providing your contact information, you consent to being added to our mailing list. We may send you newsletters and other updates via email. If at any time you wish to be removed from our mailing list, you can do so by following the unsubscribe link provided in each email or by contacting us directly at admin@westcoastneuro.com.au. We are committed to protecting your privacy and ensuring that your information is used responsibly.
Acceptance of Terms
By engaging West Coast Neuro, the client (or their parent/guardian, as applicable) agrees to:
(a) Notify WCN if the NDIS Plan is replaced by a new plan or if the Client stops being a participant in the NDIS
(b) Communicate with WCN openly, honestly, and in a timely manner, including notifying WCN of any changes to personal circumstances that may impact the provision of supports
(c) Respect the rights and safety of WCN’s team
(d) Monitor spending against the NDIS Budget to ensure sufficient funds are available to pay for the agreed supports and pay the support fee where the NDIS Budget does not cover all or part of the support fee
By engaging West Coast Neuro, the client (or their Parent/Guardian, as applicable) acknowledges and understands that:
(a) They are responsible for paying the support fee if it is not covered by the NDIS Plan
(b) WCN may increase the support fee from time to time by providing reasonable prior notice
(c) Abusive or inappropriate behavior towards WCN staff is not tolerated and may result in the cancellation of appointments.