If you have any questions, please contact us on 1800 921 422.
2. The NDIS and this Service Agreement
This Service Agreement is made for the purpose of providing therapy supports under the participant’s NDIS plan or for when the participant wishes to pay for the service privately.
Regardless of whether the parties are participants of the NDIS, the parties agree that this Service Agreement is made in the context of the NDIS, which is a scheme that aims to:
- support the independence and social and economic participation of people with disability; and
- enable people with a disability to exercise choice and control in the pursuit of their goals and the planning and delivery of their supports.
3. Schedule of supports
Ally Assist agrees to provide the Participant with therapy supports for as long as the Participant would like to use the service.The therapy supports and their prices are set out below. All prices are GST inclusive (if applicable) and include the cost of providing the supports.
Additional expenses (i.e. things that are not included as part of a Participant’s NDIS supports) are the responsibility of the Participant/ Participant’s representative and are not included in the cost of the supports. Examples include entrance fees, event tickets, meals, public transport, etc.
If the client wishes to participate in an activity with an entry cost associated with it, we advise that they apply for a companion card available at www.companioncard.org.au. This allows a companion free entry to selected activities when with the client. If a client needs an employee to visit a place like a swimming pool or a gym and does not have a companion card, we recommend that you cover the costs at the time of entry so that the activity cost does not appear on your invoice.
If you are using NDIS funding, please note that the NDIS does not cover entry costs and this will have to be paid for privately. Alternatively, you may wish to cover the costs at the time of entry so that they do not appear on your invoice.
4. Ally Assist’s Responsibilities
Allied Health Professionals:
As part of their responsibilities at Ally Assist, An Allied Health Professional can:
- Involve you in decisions about your life
- Make sure you have all the information you need to make informed decisions
- Develop a therapy plan with you and the people who are important to you
- Keep a record of therapy and other supports they provide
- Ask for your feedback and work with your ideas
- Help you participate in the community
- Help you achieve more independence
- Promote safe work practices and environments
- Make sure all therapists are qualified and attend regular training
- Respect your privacy and make sure your information is protected
Therapy Assistants (Allied Health Assistants):
As part of their responsibilities at Ally Assist, Therapy Assistants can:
- Assist you to implement your therapy plan and strategies created by an allied health professional (AHP).
- See you independently in-between their appointments with your allied health professional(s).
- Assist you to practice and reinforce what you’ve learned or has been prescribed by your allied health professional(s)
- Assisting with activities of everyday life related to your therapy (for example, driving you to a therapy appointment, helping with morning routines to build independence etc)
Please note: A therapy assistant does not replace your allied health professional(s)
- An allied health professional is accountable for the client’s overall therapy management regardless of the amount of care provided by the therapy assistant.
- The allied health professional is accountable for ensuring that tasks delegated are appropriate for a therapy assistant.
In order to work with a therapy assistant you must have an ongoing relationship with an allied health professional
5. Travel Time and Transport Costs
We provide therapy in the locations where you want to receive it. This can include your home, school, workplace and in community settings.
Allied health professionals:
The cost of an allied health professional travelling to your home includes:
- the time it takes for your allied health professional to travel to your home from their regular place of work (this will be charged at the usual hourly rate), and
- 85 cents per kilometre to account for fuel costs and wear and tear on the vehicle.
Please note that allied health professionals delivering specialist services may charge travel from a different office location to your usual therapy team.
Where possible, we book appointments with other customers in your area on the same day to reduce travel costs.
You can also choose to receive therapy online via telehealth (video call) to reduce travel costs.
- The maximum we charge for travel per appointment in a metropolitan area is 30 minutes each way.
- The maximum we charge for travel per appointment in regional areas is 60 minutes each way.
Therapy Assistants (Allied Health Assistants):
Ally Assist does not charge for therapy assistants to travel to and from work if they live under 20 minutes driving distance from clients home.
However, Ally Assist’s therapy assistants can request to be paid for travel time to and from a client’s home when they are more than 20 minutes driving distance away. For this to occur, an agreement must be made between each client and therapy assistant. Ally Assist can assist with this process.
Therapy Assistants can transport their client’s using their own vehicles if they have agreed to do so, and in these circumstances, a charge for travel will be incurred. This charge is the therapy assistants usual rate plus 85 cents per kilometre travelled to account for fuel and wear and tear on the therapy assistants vehicle.
If you request a therapy assistant to use your family vehicle during a shift, we recommend that you seek the appropriate car insurance.
Ally Assist’s insurance does not cover any damage that may occur to your vehicle, a therapy assistant’s vehicle or any other vehicle that is used during a shift.
Therapy assistants that have nominated to provide transport must:
- Hold a valid Australian Driver’s Licence
- Hold minimum third-party insurance for their vehicle and has considered the need for Comprehensive Vehicle Insurance
- Be able to verify their vehicles registration and insurance status upon request
- Check that the vehicle is safe, clean and roadworthy
- Request to see a copy of the vehicle registration
- Request to see a Compulsory Third Party (CTP) insurance on the vehicle if using their client’s vehicle
- Keep accurate records of the trips they have made using their own vehicle during a booking
- Consider the need for a first aid kit to be kept in the vehicle
- Discuss with their client any necessary precautions that need to be taken when driving you and/or the client (e.g. child-safe locks)
Ally Assist does not complete vehicle registration nor car insurance checks for each therapy assistant. If you require transport, you must take the appropriate steps to ensure that the Therapy Assistant’s insurance and vehicle suits your needs.
6. Note writing costs
Allied Health Professionals:
Allied Health Assistants:
6. Report writing costs
Allied Health Professionals:
The total charge for report writing depends on the length of time it takes for one of our allied health professionals to prepare the report for a participant. This time is charged at the standard rate for the allied health professional and does not include any travel or other associated costs.
Generally speaking, common reports such as NDIS Review Reports or Assessment Summaries usually take an allied health professional two (2) hours to prepare, although this may vary.
Allied Health Assistants:
Allied health assistants can only prepare one type of report, which is a summary of the work they have completed during their time working with NDIS participants. Allied health assistants are unable to make any recommendations regarding future therapy support or future funding, as this is the role of an allied health professional.
Reports prepared by an allied health assistant generally incur a two (2) hour charge to participants at the standard allied health assistant rate.
7. Responsibilities of the Participant/ Participant’s representative
The Participant/ Participant’s representative agrees to:
- inform Ally Assist about how they wish the therapy supports to be delivered to meet the Participant’s needs;
- inform Ally Assist when you cease seeing the allied health professional (speech pathologist, occupational therapist, physiotherapist, exercise physiologist and/or psychologist) that was providing guidance to your therapy assistant/s.
- treat Ally Assist workers with courtesy and respect;
- talk to Ally Assist if the Participant has any concerns about the therapy supports being provided;
- give Ally Assist the required notice if the Participant needs to end this Service Agreement (see ‘Ending this Service Agreement’ below for more information); and
- let Ally Assist know immediately if the Participant’s NDIS plan is suspended or replaced by a new NDIS plan, or the Participant stops being a participant in the NDIS.
8. Cost of therapy supports
The NDIS regulates the price of therapy services for participants of the program. Ally Assist has aligned its fees in accordance with the NDIS Price Guide.
This price guide is publicly available at: https://www.ndis.gov.au/providers/pricing-and-payment
This price guide is scheduled to be updated every year. Ally Assist prices may rise in accordance with NDIS price Guide.
Meet and greet:
When selecting an allied health assistant, participants/their Account Manager is entitled to one free initial 30-60 minute meeting and interview between the participant and the allied health assistant; with a maximum duration of 60 minutes.
Meet and greets are not available for initial sessions with allied health professionals.
Ally Assist will seek payment for their provision of therapy supports after the therapy supports have been delivered.
If the funding for any of the therapy supports provided is managed by the NDIS Participant:
The NDIS Participant has chosen to self-manage the funding for NDIS supports provided. After providing those supports, Ally Assist will send the NDIS Participant an invoice for those supports for the NDIS Participant to pay. The NDIS Participant will pay the invoice by direct debit / EFT within 14 days.
If the funding for any of the supports provided is managed by a Plan Nominee:
The NDIS Participant’s Nominee manages the funding for supports provided. After providing those supports, Ally Assist will send the NDIS Participant’s Nominee an invoice for those supports for the NDIS Participant’s Nominee to pay. The NDIS Participant’s Nominee will pay the invoice by direct debit / EFT within 14 days.
If the funding for any of the supports provided is managed by the National Disability Insurance Agency:
The NDIS Participant has nominated the NDIA to manage the funding for supports provided. After providing those supports, Ally Assist will claim payment for those supports from the NDIA.
If the funding for any of the supports provided is managed by a Registered Plan Management Provider:
The NDIS Participant has nominated the Plan Management Provider to manage the funding for NDIS supports provided. The NDIS Participant will provide their Plan Management Provider’s details to Ally Assist and after providing supports to the Participant, Ally Assist will claim payment for those supports from the Registered Plan Management Provider.
If the Participant does not have NDIS funding for the supports provided, Ally Assist will send the Participant an invoice for those supports for the Participant to pay through whatever means they choose. The Participant will pay the invoice by direct debit / EFT within 14 days.
10. Goods and Services Tax (GST)
For the purposes of GST legislation, the Parties confirm that:
- a supply of therapy supports is a supply of one or more of the reasonable and necessary supports specified in the statement included, under subsection 33(2) of the NDIS Act, in the NDIS Participant’s NDIS Plan currently in effect under section 37 of the NDIS Act;
- the NDIS Participant’s NDIS Plan is expected to remain in effect during the period the therapy supports are provided; and
- the Participant/ Participant’s representative will immediately notify the provider if the NDIS Participant’s NDIS Plan is replaced by a new plan or the NDIS Participant stops being a participant in the NDIS.
11. Cancellation Policy
We understand that unexpected circumstances arise, and you may need to cancel or reschedule your session with an allied health professional or therapy assistant.
Allied Health Professionals
If you need to change or cancel an appointment, we ask that you provide two business days’ notice.
For example, if your appointment is at 9am on a Monday, you need to let us know by 9am the Thursday before.
To cancel or change an appointment, please contact your allied health professional directly or call our main line on 1800 921 422 during business hours or send an email to email@example.com.
If you miss an appointment or cancel within two business days, we will charge you the full cost of your appointment.
If your therapist needs to cancel an appointment we will reschedule the appointment at no penalty to you.
Therapy Assistants (Allied Health Assistants):
If you need to change or cancel an appointment, we ask that you provide at least 12 hours notice.
To cancel or change an appointment, please contact your therapy assistant directly or call our main line on 1800 921 422 during business hours.
If a session is cancelled within 12 hours of the session start time the participant will be charged for the duration of the session, up to a maximum of 2 hours.
If your therapy assistant needs to cancel an appointment we will reschedule the appointment at no penalty to you.
13. Feedback, complaints and disputes
If the Participant (or any other person) wishes to give Ally Assist feedback or make a complaint, they can do so by:
- speaking directly with a Ally Assist staff member or giving a Ally Assist staff member a completed Feedback and Complaints Form;
- emailing firstname.lastname@example.org; or
- phoning 0490 177 382; or
If the person does not want to make a complaint directly to Ally Assist, or they are not happy with how Ally Assist has responded to their complaint, they can complain to the NDIS Quality and Safeguards Commission.
Complaints to the NDIS Commission can be made:
Complaints to the NDIA can be lodged:
Complaints will be formally acknowledged within 2 working days. All complaints will be responded to as quickly as possible, and within 5 working days from acknowledgement. If a complaint cannot be responded to in full within 5 days of acknowledgement, the complainant will be provided with an update, including when a full response can be expected.
All feedback and complaints will be used by Ally Assist to continuously improve service delivery.
“Account” means the account that was registered by you on the Platform using your name, postcode, email address and password.
“Account Manager” means an authorised attorney or decision maker for, or custodial parent or guardian of, a Participant.
“Approved User” means a Registered User that has been approved by Ally Assist and has logged into their Account to access and use the Platform.
“Booking” means an engagement or request made by a Participant (or a Participant’s Account Manager) for a Therapy Assistant or Allied Health Professional to perform Therapy Services which has been confirmed by the Therapy Assistant or Allied Health Professional.
“Confidential Information” means information belonging to or in the possession of, Ally Assist or which you obtained through your relationship and engagement with Ally Assist and which Ally Assist regards as confidential and includes, but is not limited to, any personal, medical, health, private or sensitive information (including your opinions) about Ally Assist, another User, a Representative or their families, other than any information which is in the public domain (except through a breach of the confidentiality of that information).
“Ally Assist” means Ally Assist Pty Ltd (ACN 625 399 242) of Level 1, Exchange Tower, 530 Little Collins St Melbourne (also referred to as “we”, “us” and “our”).
“Therapy Assistant” means a person employed by Ally Assist under an employment agreement to provide Therapy Services to Participants through the Platform.
“Intellectual Property Rights” include, but are not limited to, patents, copyrights, rights in circuit layouts, registered designs, trademarks, the right to have Confidential Information kept confidential, and any application or right to apply for registration of all present and future rights conferred by statute, common law or equity whether registered or unregistered.
“Participant” means an individual with a disability who has registered with, and been approved by Ally Assist to obtain Therapy Services through the Platform.
“Platform” means the Ally Assist website (currently, www.Ally Assist.com.au), the Ally Assist web app, the Ally Assist iPhone App, iPad App and Android App and all parts and pages of the same.
“Profile” means the information provided by you as part of the Registration Process and displayed in your Account on the Platform.
“Registered User” means an individual who is logged into their Account and is undertaking the Registration Process to become a Participant (or Account Manager), Therapy Assistant or Allied Health Professional.
“Registration Process” means Ally Assist’s verification and approval process in determining an application to become a Participant (or Account Manager), Therapy Assistant or Allied Health Professional.
“Therapy Services” means the therapy services provided by Therapy Assistants and Allied Health Professionals during a Booking in accordance with the terms of the relevant employment and services agreement between you and Ally Assist (as applicable).
“Unregistered User” means an individual who is accessing the Platform without logging into an Account.
“User” means an Unregistered User, Registered User and Approved User and any other person that uses the Platform.
“you” means the person that accesses or uses the Platform and your will be interpreted accordingly.
Last updated: June 27th, 2022