Agreements and Cancellations

Are you ready to receive services from Minda? That's great news! Before you start, you'll need a Service Agreement.

A Service Agreement is a legal contract between you and Minda. This agreement sets out information about the supports we will provide, our responsibilities to you, and your responsibilities.

Make sure you read the agreement carefully and ask an advocate or us to explain anything you don't understand before signing the contract.

Remember, we're here to help you live your best life, so if you have any questions, don't hesitate to contact us.

Our cancellation policy has changed effective 1 July 2024, in line with National Disability Insurance Agency (NDIA) cancellation guidelines.

a) Individual Scheduled Support

A cancellation occurs when a scheduled support session is not delivered due to the following scenarios:

• You do not show up within a reasonable time of your scheduled support, that being arriving within 15-30 minutes of the scheduled start time.
• You are not present at the agreed location within a reasonable time, that being 15-30 minutes after the scheduled start time, when the provider is traveling to deliver support.
• You cancel less than seven (7) clear days' notice in advance of a scheduled session with a Disability Support Worker.
• You cancel less than two (2) clear business days' notice in advance of a scheduled session with a non-Disability Support Worker. This policy/clause reflects updated pricing arrangements effective 1 July 2024.

In such cases, you will be charged 100% of the usual service fee.

b) Group Scheduled Support

If Your Scheduled Supports are shared and any of the shared support participants are absent from the support setting (for example, away on holiday, or unwell etc.), there will be no change to the Scheduled Supports that are provided and no adjustment to your billing.

If you are absent from a shared environment, you will be billed as normal. This is to ensure continuity of service for You and other Participants attending that support.

c) Suspension of Scheduled Supports

Minda may suspend or cancel Services at its discretion under the following circumstances:

• If invoices for the Services remain outstanding for more than 30 days; or
• If employees are subjected to physical, sexual or psychological assault by a client or their support network.

If you need to cancel a service, please call or email the applicable service area directly to ensure you are following the cancellation guidelines.