Enrich Abilities respects and fully commits to upholding the rights of all people, including those with disabilities. We are also committed to ensuring you are aware of your rights and responsibilities and are supported to exercise them.

In supporting you to exercise your rights, we must comply with the United Nations Universal Declaration of Human Rights, United Nations Convention on the Rights of Persons with Disabilities, the United Nations Declaration on the Rights of the Child,] National Disability Insurance Scheme Act 2013 and NDIS Practice Standards (2018) – Rights and Responsibilities.

You have the Right to access supports that:

  • promote, uphold and respect your legal and human rights;

  • respect your culture, diversity, values and beliefs;

  • respect and protect your dignity and right to privacy;

  • are free from violence, abuse, neglect, exploitation or discrimination; and

  • allow you to exercise informed choice and control.

It is our responsibility to:

  • tell you about and uphold your rights;

  • provide supports in a way that promotes, upholds and respects your rights to freedom of expression, self-determination and decision-making;

  • support you to make informed choices, exercise control and maximise your independence in relation to the supports we provide;

  • respect your autonomy, including your right to intimacy and sexual expression;

  • provide you sufficient time to consider and review your support options and seek advice if required, at any stage of our service delivery;

  • support you to access an advocate (including an independent advocate) of your choosing;

  • support you to engage with your family, friends and chosen community in the ways you want to;

  • treat you with fairly, with courtesy, dignity and respect and without discrimination;

  • give you information about our services and associated costs, as well as other support options, within and outside Australian Carers;

  • involve you in decisions about your supports, as well as our programs and policies;

  • provide services that consider and respect your lifestyle, cultural, linguistic and religious background and preferences;

  • protect your personal information and only use it for the right reasons;

  • support you to provide us with feedback on our service, including complaints;

  • promptly address enquiries and complaints about the supports you are receiving;

  • support you to connect with other services, including advocates, interpreters and translators, if needed;

  • support you to have a person to speak on your behalf for any purpose; and

  • provide safe and appropriate services that are culturally relevant and support your needs and goals.

 As our participant we ask that you:

  • provide us with information that will help us to best support you;

  • tell us if things change or you cannot keep an appointment or commitment;

  • act respectfully and safely towards other people using the service, and towards our staff;

  • provide us with feedback about our service and how we can improve;

  • promptly pay the agreed fees associated with your services; and

  • tell us as early as possible if our services are not required.

Info on Support Coordinator agreement:

  • Ensure you treat Enrich Abilities staff with courtesy and respect  

  • Work with Enrich Abilities to ensure that the services and supports delivered meet your needs and expectations 

  • Talk to Enrich Abilities if you have any concerns about the services or supports being provided 

  • Provide Enrich Abilities with notice if you are unable to attend a scheduled appointment/support or need to change any arrangements. This is no later than 24 hours before the support is due to be delivered. If the minimum notice period is not provided by the required time, Enrich Abilities’ cancellation policy will apply.  

  • In the event of emergency, you agree to cooperate with Enrich Abilities’ staff and follow directions to help ensure your safety 

  • Give Enrich Abilities 14 days’ notice should you wish to end this Service Agreement  

  • Keep Enrich Abilities informed of any changes to your situation that may affect this Service Agreement  

  • Let Enrich Abilities know immediately if your funding arrangements change (e.g. if there are any funding changes to your NDIS plan, you have a new NDIS plan, or if you are no longer an NDIS participant).   

Your service agreement & Schedule of Supports

The services and corresponding rates that you and Enrich Abilities have agreed to are outlined in the Schedule of Supports.

•        Prices are subject to change during this Service Agreement and will be automatically updated in accordance with NDIS Pricing Arrangements and Price Limits.

•        Enrich Abilities will consult with you to make adjustments to the Schedule of Supports when your NDIS plan changes, or you request any changes to how we deliver supports 

 

Changes to your service agreement:

If changes to this Service Agreement are required by either party, we agree to provide 14 days’ written notice and discuss reviewing the Service Agreement.

•        The parties agree that any changes to this Service Agreement will be in writing, signed, and dated accordingly.

•        In the event that changes are recurring and/or frequently requested, we agree to work together to revise the Agreement to better suit your support needs.

 

Ending your service agreement:

Should either party wish to end this Service Agreement, we agree to provide 14 days’ written notice.

If either party seriously breaches this Service Agreement, then the requirement of notice will be waived.

Charging for Travel Costs

  • Enrich Abilities will claim travel costs (inclusive of labour and non-labour charges) when services are delivered face-to-face. This includes the time spent travelling to the participant, road rolls, parking fees, and the running costs of the vehicle.

  • Enrich Abilities will charge up to 30 minutes (MMM1-3 areas) for travel time at the applicable support rate and $0.97 (standard vehicle) or $2.76 (modified vehicle) per kilometre travelled.

  • Travel charges will be applicable to return trips when Enrich Abilities is providing support coordination services. Where supports are provided to multiple participants, the travel costs will be divided equally between participants.

PACE Endorsement:

If you have a PACE plan, you and/or your authorised nominee will be required to endorse Enrich Abilities/Alliance Care Group Pty Ltd. You can do this by calling the NDIA National Call Centre on 1800 800 110 or by contacting your Local Area Coordinator (LAC) and advising that you would like to endorse Enrich Abilities/Alliance Care Group Pty Ltd as a provider. 

Feedback, Complaints & Disputes

At Enrich Abilities, your feedback is important to us, and we welcome this at any time. Whether our service exceeds your expectations, you have suggestions for improvement, or you would like to make a general comment, please let us know. Our friendly team members are available to listen to your feedback, concerns or complaints via:   

Call: (02) 7912 0140  

Email: feedback@enrichabilities.com.au  

Write: PO Box 6028 Baulkham Hills NSW 2153  

Online: by completing the following form https://www.enrichabilities.com.au/contact-us   

By talking to us in person  

If you are not satisfied with the outcome, or do not wish to speak with Enrich Abilities, you may contact NDIA by calling 1800 800 110. 

Supporting Documents

Documents relevant to this policy:

  • Participant Rights and Responsibilities Policy and Procedure [or equivalent]

  • Privacy and Confidentiality Policy and Procedure [or equivalent]

  • Feedback and Complaints Policy and Procedure [or equivalent]

  • Participant Incident Management Policy and Procedure [or equivalent]

  • Decision Making and Choice Policy and Procedure [or equivalent]

  • Service Access Policy and Procedure [or equivalent]

  • Assessment, Planning and Review Policy and Procedure [or equivalent]

  • Providing Information, Advice and Referrals Policy and Procedure [or equivalent]

  • Service Delivery and Participation Policy and Procedure [or equivalent]

  • Participant Money and Property Policy and Procedure [or equivalent]

  • Service Exit Policy and Procedure [or equivalent]

  • Child Safety and Wellbeing Policy and Procedure [or equivalent]

Monitoring and Review

This Participant Charter, along with Enrich Abilities Participant Rights and Responsibilities Policy and Procedure will be reviewed at least annually by the Directors. Reviews will incorporate staff, participant and other stakeholder feedback

Participant Charter