Focus ACT Service Agreement: Your Guide to Working Together

Introduction

This Service Agreement is our plan for working together. It explains what supports you'll receive, how we'll deliver them, and what we both agree to do. It helps ensure everything is clear, respectful, and tailored to your needs.

Our goal is to make sure you receive the supports in your NDIS plan in a way that reflects your goals, needs, and preferences. We understand that many Focus ACT clients may face vulnerable circumstances, and we are committed to delivering all supports with professionalism, respect, and care.

What This Agreement Covers

The Supports We Provide

High Intensity Care: Specialised supports for participants with complex health needs requiring skilled care
Core Supports: Essential daily living and community participation support
Support Coordination: Capacity building support to help you understand, use and coordinate your NDIS plan
Capacity Building: Skills development and training for greater independence
Supported Activities: Community participation through structured programs and activities

How We Deliver Supports

This agreement sets out:

The specific supports and services we (Focus ACT) will provide
How and when we will deliver those supports
Your responsibilities and our responsibilities
What will happen if something goes wrong or needs to change

Key Sections of Your Service Agreement

1. Agreement Details

Your personal information and the specific supports we've agreed to provide, including:

Participant details and emergency contacts
Your Authorised Representative or Support Person (if applicable)
Privacy consent and information sharing agreements
Details about your NDIS plan management (self-managed, plan-managed, or NDIA-managed)

2. Provider Responsibilities

As your service provider, Focus ACT commits to:

Delivering supports safely, professionally, and in line with your goals
Respecting your choice and control over your supports
Maintaining your privacy and confidentiality
Following all NDIS quality and safeguarding requirements
Providing clear invoicing and payment processes

3. Participant Responsibilities

To ensure the best support outcomes, participants agree to:

Provide accurate information about their needs and preferences
Communicate any changes in circumstances that may affect support delivery
Treat staff and other participants with respect
Follow agreed safety procedures and guidelines

4. Payment and Billing

The agreement clearly outlines:

How supports will be invoiced and paid for
Cancellation and rescheduling policies
Travel costs and additional fees
GST arrangements and payment terms

5. Support Delivery Standards

We're committed to:

Person-Centred Approach: Your goals and preferences guide every aspect of your support
Professional Standards: All staff are qualified, trained, and regularly supervised
Safety and Quality: Comprehensive risk management and quality assurance processes
Continuous Improvement: Regular reviews and feedback opportunities

Important Safeguards and Protections

Your Rights

The right to choice and control over your supports
The right to privacy and confidentiality
The right to be treated with dignity and respect
The right to feedback and complaints processes
The right to review or end the agreement

Complaints and Feedback

We provide multiple channels for feedback and complaints:

Direct contact with your support team
Formal complaints process with 48-hour response commitment
Independent advocacy referrals to ADACAS, Commonwealth Ombudsman, NDIS, and Human Rights Commission
Guardian and Client Advisory Forum for ongoing feedback

Emergency Procedures

The agreement includes:

Emergency contact procedures
Disaster response plans
Incident management processes
After-hours support arrangements

Managing Changes and Reviews

Regular Reviews

Your Service Agreement will be reviewed:

When your NDIS plan is reviewed
If your needs or circumstances change
At your request
At least annually

Making Changes

Changes to your supports can be made:

With mutual agreement between you and Focus ACT
To reflect changes in your NDIS plan
To better meet your evolving needs and goals

Working in Partnership

This Service Agreement represents a partnership between you and Focus ACT. By working together respectfully and transparently, we can ensure you receive the supports you need to live independently and achieve your goals.

Our Commitment

We commit to:

Delivering supports that are safe, effective, and person-centred
Respecting your choices and promoting your independence
Maintaining the highest standards of care and professionalism
Continuously improving our services based on your feedback

Next Steps

Once you've reviewed this agreement:

Discuss any questions or concerns with your Focus ACT contact person
Complete the agreement details section with accurate information
Sign the agreement to formalise our partnership
Begin receiving your chosen supports

Contact Information

For questions about your Service Agreement or to request changes:

Phone: 02 6282 9422
Address: 40 Thesiger Court, Deakin ACT 2600
Website: Complete the contact form for non-urgent matters
Emergency: Use the emergency contact procedures outlined in your agreement

Your Service Agreement is a living document that will evolve with your needs. We're here to support you every step of the way.

Download Complete Service Agreement

For your convenience, you can download the complete Focus ACT Service Agreement as a PDF document:

[Download Focus ACT Service Agreement (PDF)](/attached_assets/Focus%20ACT%20Services%20Agreement%20Sept%202025_1757312118364.pdf)

This downloadable document includes all the detailed terms, conditions, and schedules referenced in this guide. You can save it, print it, or share it with your support team as needed.