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Frequently Asked Questions – Find out more about Minda's response to COVID-19.

Service Agreements

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.

Cancellation Policy

Our cancellation policy has changed effective 1 July 2020, in line with National Disability Insurance Agency (NDIA) cancellation rules.

If you do not attend your service (or show up within a reasonable timeframe) or cancel a service at short notice, you will be charged 100% of the agreed support price.

The NDIA temporarily increased the cancellation rate in March 2020, from 90 per cent to 100 per cent in response to the COVID-19 pandemic. This change then became permanent from 1 July 2020.

The definition of ‘short notice’ cancellations are two business days for most supports (less than eight hours’ continuous duration, and agreed total price less than $1,000). Giving five clear business days’ notice is required for any other support.

If you need to cancel a service, please make sure you call or email directly to your service area within these timeframes.

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