NDIS Service Agreement

1. Parties to This Agreement

This Service Agreement is made between EPM Rehab (ABN 84 945 334 867), an NDIS provider ("the Provider"), and the participant named in this document ("the Participant"). This agreement outlines the supports to be delivered and the obligations of both parties under the NDIS framework.

2. Purpose of This Agreement

The purpose of this Service Agreement is to describe the supports EPM Rehab will provide to the Participant, how those supports will be provided, and what is expected of both parties during the delivery of these supports.

3. Supports to Be Delivered

EPM Rehab will provide the supports selected in Section 2 of this agreement, in accordance with the NDIS Pricing Arrangements and Price Limits (2026–27). All supports will be delivered by qualified practitioners and/or trained support workers, and will be tailored to meet the Participant's individual goals and needs.

4. Participant Rights

Under the NDIS, the Participant has the right to:

• Receive supports that respect their dignity and promote their independence.
• Be treated with respect and without discrimination, abuse, neglect or exploitation.
• Have their privacy and confidentiality maintained.
• Provide feedback, raise concerns or make complaints without fear of consequences.
• Have this Service Agreement reviewed at any time upon request.
• Choose another provider if they wish to do so (see Ending This Agreement, below).

5. Provider Responsibilities

EPM Rehab will:

• Provide supports that meet the Participant's needs and goals.
• Communicate openly and promptly with the Participant and their representatives.
• Maintain accurate records of supports delivered and billing submitted.
• Provide all supports in accordance with the NDIS Practice Standards and Code of Conduct.
• Maintain current registrations, insurances and mandatory clearances (WWCC, Police Check).
• Notify the Participant of any changes to the agreed supports, staffing or costs as soon as practicable.

6. Participant Responsibilities

The Participant (and/or their representative) agrees to:

• Provide EPM Rehab with accurate and complete information to deliver safe and effective supports.
• Notify EPM Rehab of any changes to their NDIS plan, funding, health or circumstances that may affect support delivery.
• Ensure a safe environment for support workers during home or community visits.
• Provide at least 48 hours' notice for cancellations where possible.
• Treat EPM Rehab staff with respect at all times.

7. Billing & NDIS Funding

EPM Rehab will claim payment for supports delivered in accordance with the NDIS Price Guide and this agreement. Claims will be submitted to the relevant funding arrangement (NDIA, plan manager, or participant directly). The Participant will not be billed for amounts exceeding their NDIS plan allocation for the relevant support category without prior written consent.

8. Privacy & Confidentiality

EPM Rehab handles all personal and health information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Information will only be shared with third parties (e.g. support coordinators, plan managers, treating practitioners) with the Participant's consent or as required by law. The Participant may access or request correction of their personal information at any time.

9. Report Writing & Non-Face-to-Face Supports

Where EPM Rehab prepares reports, clinical notes, care plans, or undertakes non-face-to-face work (such as liaison with other service providers, plan review preparation, or case conferences) related to the Participant's supports, these activities may be charged in accordance with the NDIS Pricing Arrangements under the relevant support item. The Participant will be advised in advance if report writing or non-face-to-face time is to be claimed against their NDIS plan.

10. Feedback & Complaints

EPM Rehab welcomes feedback and is committed to resolving concerns promptly. If you have a concern, please follow the steps below:

1. Step 1 — Contact EPM Rehab directly: Raise your concern with Matt Williamson by phone (0466 201 743) or email (matt@epmrehab.com.au). We aim to acknowledge all concerns within 2 business days.
2. Step 2 — Resolution: EPM Rehab will work with you to resolve the issue within 5 business days of receiving your complaint. You will receive a written response outlining the outcome.
3. Step 3 — External escalation: If you are not satisfied with the resolution, or if you prefer to raise your concern externally, you may contact the NDIS Quality and Safeguards Commission on 1800 035 544 or at www.ndiscommission.gov.au. You can also contact the National Disability Advocacy Program for independent support.

You will not be disadvantaged in any way for raising a concern or complaint.

11. Amending This Agreement

This Service Agreement may be amended at any time by mutual written agreement between EPM Rehab and the Participant (or their representative). Either party may request a change to this agreement by providing 14 days' written notice. Any changes will be documented in a written amendment signed by both parties before taking effect. No verbal changes to this agreement are binding.

12. Ending This Agreement

Either party may end this Service Agreement by providing 14 days' written notice. EPM Rehab may end this agreement with less notice if the Participant's conduct places staff or others at risk of harm, or if there is a serious breach of this agreement. The Participant may choose a different provider at any time.

13. Review of This Agreement

This Service Agreement will be reviewed at least annually, or earlier if the Participant's NDIS plan is reviewed, if the Participant's circumstances change significantly, or at the request of either party.

14. Goods and Services Tax (GST)

Most NDIS supports are GST-exempt. Where GST applies, it will be included in the quoted rate. Pricing displayed in this agreement is inclusive of any applicable GST.

15. Applicable Law

This agreement is governed by the laws of Victoria, Australia, and the relevant provisions of the National Disability Insurance Scheme Act 2013 (Cth) and associated rules and guidelines.