Claims/Payments

Claims

We will, as a provider, make a payment request once that support has been delivered or provided. Prices charged to participants will not exceed the price level prescribed for that support in the Pricing Guide. A claim for payment will be submitted within a reasonable time (and no later than 60 days from the end of the Service Booking).

Prices And Costing

We operate within the NDIA Price Guide or any other Agency pricing arrangements and guidelines as in force from time to time. We will declare relevant prices to participants before delivering a service. This includes declaring any notice periods or cancellation terms. Participants are not obliged to engage our services after our prices have been declared.

 

Costs Complaints

As a disability provider we must manage and administer funds in a transparent manner meeting quality and accountability requirements. This service manages and administers funds in a transparent and honest manner to meet quality and accountability requirements. If anyone feels as though these requirements are not being met, they are encouraged to submit a Feedback form, If a client complaint cannot be resolved through the organisation, it can be escalated through the NDIS Commission or another appropriate body. 

Compliance

Quality Home Care is a registered NDIS Provider. 

We will act in good faith and in the interests of the participant. 

When delivering supports or conducting a business in relation to the delivery of supports, we will comply with each of the following: 

  • The NDIS Act, the Rules, all relevant NDIS guidelines, and all policies issued by the NDIA (as in force from time to time
  • Our own Code of Conduct, Code of Ethics or Service Charter,
  • The Human Services Standards; National Disability Standards
  • Any Commonwealth, State or Territory laws, and any other requirements, that are applicable to the Provider, including, but not limited to the Privacy Act 1988 (Cth), the Australian Consumer Law, and any relevant quality and safeguard laws, including NDIS Commission Quality Safety Practice Standards. 

In addition, we must comply with relevant Commonwealth, State and Territory quality and safeguarding arrangements regardless of whether they directly apply to our services. 

As a Provider we must notify the NDIA: 

  • If we are in breach of any Commonwealth, State or Territory law, including any Commonwealth, State or Territory disability service standards.
  • If we become subject to any investigation for breach of a Commonwealth, State or Territory law and/or quality and safeguard arrangements. 

Consumer
Rights

Our services and programs will be provided in a manner that: 

  • Respects the consumer’s right to individual human dignity and worth, at all ages and life stages
  • Respects the consumer’s right to privacy as well access to personal records
  • Respects the consumer’s family life
  • Respects the consumer’s sexual orientation, gender and gender identity
  • Respects the consumer’s right to health, safety and well-being
  • Respects the consumer’s right to equal opportunities to access and maintain health and mental health care; housing; education and training; work and employment; legal services; income maintenance; and insurance
  • Respects the consumer’s social, economic, cultural background and family circumstances
  • Respects the consumer’s right to contribute to and participate in the development of social, health and mental health policy and services
  • Respects the consumer’s right to decline support and clinical treatment unless contrary to law
  • Respects the consumer’s right to provide feedback on the service and/or support provided 

Child Safety
Standards

Quality Home Care is committed to protecting children from harm and abuse and has stringent checks and systems in place to collect and report on any suspected instances of abuse. 

Child abuse: 

  • Can include physical violence, sexual offences (including grooming), serious emotional or psychological harm and serious neglect
  • Does not have to involve physical contact or force (e.g. child sexual abuse can include talking to a child in a sexually explicit way)
  • Can be committed by any member of the community, including someone within a child’s family or someone within the school setting. 

The trauma associated with child abuse can significantly impact upon the wellbeing and development of the child. It is critical that there is an immediate response to any incident, disclosure or suspected abuse. 

More information: Available at: Child Safe Standards page 

Commitment To
Quality

Continuous Quality Improvement 

Our commitment to offering a quality service is articulated in the Welcome Package. We offer clients the opportunity to provide feedback to us using a range of methods – email, phone, online form and paper formats. 

Our feedback monitoring processes state that we must (1) document all feedback received; (2) make a difference between an issue to be rectified and a compliment; (3) use this to improve our processes. Based on the action taken by our service we advise the clients and thank them for the time taken to offer a suggestion, complaint or compliment. 

If a complaint is received it is tracked via our Complaints Register in preparation for reporting purposes. 

If an incident is registered it is managed as per our Incident Management Policy, including reporting online, in our register and as part of our reporting obligations. 

The Quality Management System in place includes Feedback Form, Continuous Improvement Plan. 

Community
Integration

We are committed to including and improving access for Aboriginal people and follow the guidance set out to work with and support Aboriginal and Torres Strait Islander peoples. 

We aim to deliver our services in inclusive ways so that external and internal barriers to Aboriginal inclusion are eliminated.