This Service Agreement is made according to the rules and goals of the National Disability Insurance Scheme (NDIS). This Agreement may change with updates to the NDIS Price Guide.

It describes the roles of the participant and Allay Occupational Therapy (Allay).

Services provided by Allay Occupational Therapy

At Allay we will help you with your goals in your home, school, community or at our clinic.

At Allay we provide:

• Occupational Therapy: to help people develop, recover, or maintain function in daily living skills through assessment and therapy.
• Therapy Assistance: support therapists by implementing supervised therapy plans, working directly with clients to carry out prescribed activities.
• Key Workers in Early Childhood: coordinates care and services across a team, by collaborating with other supports, integrating strategies and ensuring coordinated communication and planning.

Changing this Agreement

If you want to change this agreement, please talk to your OT.

If you or Allay need this agreement to end, you need to give 4 weeks’ notice.

If this agreement is broken by you or Allay, the 4 weeks’ notice will not apply.

Funding

In this Service Agreement, we will agree on how many hours from your NDIS Plan can be used by your OT and TA.

Reporting

Allay will write a report about your OT and TA sessions for the NDIS before the end of your plan year.

We will claim for the time spent on your report from your NDIS Plan.

If you need the report earlier than planned, discuss this with your OT.

Allay’s Responsibilities

Allay agrees to: 

• Look at the service agreement with you at your Plan Commencement or earlier if needed. This may be talking about the work we do, planning how we will use hours, or signing a new agreement
• Work with you to reach your goals
• Treat you with respect
• Talk to you about plans for sessions
• Listen to your questions or worries about our services and work together to solve problems
• Keep records of work done
• Keep your work confidential unless there are worries about safety

Your Responsibilities

You as the participant and your support people agree to:

• Tell your OT what your needs and goals are
• Treat your OT and TA with respect
• Talk to your OT if you have any questions or worries
• Tell your OT if reports need to be finished earlier than planned
• Tell Allay how your sessions will be paid for and if this changes

Cancellation Policy

If you cannot come to a session, you need to call Allay 2 business days before the session to cancel.

If you don’t call us with 2 business days’ notice, we will claim the cost of the session to your NDIS Plan.

Confidentiality and Consent

We are committed to upholding the highest standards of confidentiality regarding your personal information. We recognise the critical importance of privacy and are dedicated to safeguarding your sensitive data. We will gather consent to collect, use, retain and disclose information.

However, if concerns arise regarding your safety or the safety of others, we have a legal and ethical obligation to report this information to the appropriate authorities. This ensures the well-being of our clients and the broader community. In such instances, we will provide only factual, objective information to facilitate necessary support.

Travel

If your OT or TA drives to you for sessions, travel time, road tolls, parking fees and car running costs will be claimed from your NDIS Plan.

If you live in Melbourne or Geelong, Allay will claim a maximum of 30 minutes each way.

If you live further away, Allay will claim a maximum of 60 minutes each way.

Car running costs are claimed at 99 cents per kilometre. Road tolls or parking fees are based on individual costs if they occur.

Payment Terms

Allay will claim for services including:

• Sessions
• Note writing
• Phone calls
• Emails
• Report writing
• Making resources for you
• Travel costs
• Car running costs

Self-Managed Participants

If you are a Self-Managed Participant, this means that you have chosen to pay for the invoices related to the supports you receive through your NDIS Plan.

Allay will email you an invoice in the week after a session.

The payment is due within one week of receiving your invoice.

If you have not paid your invoice, we will send reminders to you.

If you are unable to pay your invoice, we will pause OT until payment is finalised.

Allay Quality Assurance

All Allay OT’s are registered with the Australian Health Practitioner Regulation Agency (AHPRA) and the Quality and Safeguards Commission as OTs. Allay follows policies and laws that make sure they work in a high quality and safe way.

Allay’s Privacy Policy, Child Safety and Wellbeing Policy and Child Safe Standards are on our website if you want more information.

Complaints

To make a complaint, you can talk to your OT, call our leadership, e-mail or send a letter to Allay.

Allay will review all complaints made and will work with you to try to find a solution.

For more information, please read our Fact Sheets provided.

 

UNDERSTANDING ALLAY SERVICES

 

 

Fact Sheets

FEEDBACK AND COMPLAINTS

Everyone has the right to speak up when they are not happy about our services.

Making a complaint can help us at Allay to improve our services for you and others. 

How can a complaint be made?

If you want to make a complaint, you can talk to your OT at your next session.

If you do not want to talk to your OT about it, you can talk to someone else at Allay. 

Here are a few different ways you can get in contact with someone at Allay:

• Call Allay on 03 5201 0527
• Write a letter to 275 Ryrie Street, GEELONG, VIC 3220
• Send an email to info@allayoccupationaltherapy.com.au

If you want to make a complaint, you can have a support person with you.

If you want to make a complaint, you don’t have to give your name if you don’t want.

What will Allay do with a complaint?

• We will listen to your complaint.
• We will talk with you and anyone involved to understand what has happened, if you tell us that is ok.
• We will collect information and documents to help us understand what happened
• We will find a solution and act on this solution.

INCIDENTS

At times, incidents happen during our work with you.

What is an incident?

An incident can be when something happens that causes harm to you or someone else, or when something happens that causes damage to property or items.

When an incident occurs during a session, our goal is to make everyone safe.

Some examples of incidents are:

• Hitting, kicking, biting, or throwing items
• A medical emergency
• Touching or being touched in an unwanted way
• Sharing information that is private without permission

What happens when an incident occurs?

The OT will try to make sure that everyone is safe and will call 000 if needed.

The OT will call their manager at Allay.

Someone from Allay will call you or your support people to talk about what happened.

What happens after an incident occurs?

The OT will write a report about the incident.

The report will be shared with other agencies if needed.

Allay will use the report to improve safety for clients, staff and all involved.

Allay will work to prevent this incident from happening again.

 

PRIVACY

At Allay, we gather private information about you and your health to provide our services. We follow national guidelines to ensure protection of your private information.

Your private information may include health and disability needs, goals, informal and formal supports, strengths and challenges, and communication with other professionals.

How we gather personal information

We only gather information that is needed or might help us to work with you in the most effective way.

We may collect information from you, your caregivers, or your supports.

Information is gathered during referrals, sessions, phone calls, or emails.

How we use your personal information

We use your information to deliver high quality care. We may develop therapy plans, communicate to supports with your consent, and write reports.

How and when we share your personal information

To get the best outcomes for you in therapy, we may share information or documentation with other people that are working with you including doctors, therapists, teachers and trades.

We only share information or documentation if you or your caregiver say that it is ok and if it is helpful for therapy. You give us a list of people that we can share your information with. You can change this list can be at any time.

However, if concerns arise regarding your safety or the safety of others, we have a legal and ethical obligation to report this information to the appropriate authorities. This ensures the well-being of you and the broader community. In such instances, we will provide only factual, objective information to facilitate necessary support.

How we store your personal information

We keep records of our services on an online systems called Lumary and Microsoft 365. Sometimes we have single client files to store hard copy documents.

We use online programs for therapy and assessment scoring. For these, we need to enter name, age, gender, and assessment results. Each online assessment scoring or therapy program has their own privacy policy. You can ask your OT for more information about programs used.

We are committed to upholding the highest standards of confidentiality regarding your personal information. We recognise the critical importance of privacy and are dedicated to safeguarding your sensitive data.

How we use non identifiable personal information that is collected as part of our services

• Reviewing and improving services
• Marketing
• Research

You can consent or not consent to direct contact from us for the purpose of improving services in your Service Agreement.

How we use your personal banking information

We use a variety of payment options, such as EFTPOS, Stripe, PayPal, and Square. For payments using these, your card number will be sent to National Australia Bank to process the payment. NAB have their own Privacy Policy, contact NAB if you have concerns regarding your credit card details being entered into their facility.

Access to your personal information

If you would like to access the information that we have about you, you need to make this request in writing. If you need help, discuss this with your OT or Allay leadership team.

Once approved,  you will be given a time that you can look through your personal information with an Allay team member.

Your OT will discuss possible costs of supplying access to your information.

If your request is not approved, Allay will give you reasons why according to the National Privacy Principles.

Resolving your concerns

If you have any questions or complaints about how your personal information is collected, stored, or used please contact us. We will listen to your question or complaint and respond as soon as possible.

Privacy Breach

If there is a privacy breach such as confidential information sent to the wrong person or providing information to another person without consent, we will follow the Privacy Act 1988 guidelines and work to resolve the problem within our organisation and with you. We will contact you if this occurs.

EXTRA SUPPORT

Additional support options are available if you encounter any issues or have concerns during your time with us.

Understanding your rights and the resources available to you is crucial, and sometimes you might seek guidance or representation from someone outside of Allay.

Whether it’s navigating a complaint, understanding your services, or ensuring your voice is heard, we want to make sure you feel fully supported and empowered.

What is an advocate?

An advocate is someone who can help you to with any concerns you have about your services.

They might help by talking to you on the phone and giving you advice or information.

An advocate may also be able to represent your rights to another person or organisation.

Needing to find help for a food, housing, financial or community need?

• Ask Izzy: https://askizzy.org.au/
  

Needing help to manage your complaint or incident?

• Disability Advocacy Resource Unit: 1300 942 773
• VALID Advocacy Service: 03 9416 4003

Questions or issues with your NDIS funded services?

• NDIS Quality & Safeguards Commissioner: 1800 035 544
  

Not happy with NDIA’s actions or decisions?

• NDIA or Commonwealth Ombudsman: 1800 800 100
  

Not happy with a service provided by an agency?

• Disability Services Commissioner: 1800 677 342
  

Not happy with a health service provided to you?

• Office of Health Ombudsman: 133 646
• AHPRA: 1300 419 495

 

KID’S RIGHTS AND CHILD SAFETY

At Allay, we are committed to protecting children and young people from abuse and creating an environment where they feel respected, valued, and empowered to reach their full potential.

Kids Have Rights

At Allay, we believe kids have the right to: 

• Be treated with kindness and respect
• Be safe at all times
• Share their thoughts and feelings
• Get the best care for their needs

Keeping Kids Safe

We work hard to keep kids safe by:

• Following special rules called Child Safe Standards
• Checking that all our staff are safe to work with kids
• Training our staff to spot if a kid is upset or in danger
• Making sure our therapy rooms are safe for kids

 Talking to Kids

 We make sure kids understand what’s happening by:

• Explaining therapy in a way that kids can understand
• Letting kids and their families know about their rights
• Answering any questions kids or their families have

Kids Can Join In

We let kids have a say by: 

• Asking for their ideas when planning their therapy
• Letting kids share their feelings and experiences
• Offering different ways for kids to express themselves, like through art and play

Families and Caregivers are Important

At Allay, we believe families and friends are super important. They: 

• Are asked to be a part of therapy sessions
• Help us understand what’s best for the child
• Learn how to help the child at home
• Can share their thoughts and feelings

We Follow Child Safe Practices

This means: 

• We make sure kids feel okay to tell us if they’re upset or worried
• We take any worries about a kid’s safety very seriously
• We always check our rules to make sure they’re the best they can be

At Allay, we look after every kid’s rights, safety, and happiness.

EMERGENCY AND DISASTER RESPONSE

Your Safety, Our Priority

At Allay, we prioritise your safety and well-being. This brief fact sheet explains how we prepare for and respond to emergencies such as fires, floods, or severe weather.

Emergency and Disaster Plan Overview

Allay’s Emergency and Disaster Policy includes measures to protect both clients and staff during unexpected situations. We ensure our team is well-prepared and our plans are always current.

Key Components of Our Plan: 

• Personal Emergency Management Plans: We can give you a Person-Centred Emergency Preparedness (P-CEP) Workbook to help you create a tailored plan with your supports, including your health information and communication preferences. You can submit your plan to us to keep on file.
• Training and Drills: Regular drills help everyone at Allay know how to act safely and swiftly during an emergency.
• Immediate Response: During an emergency, we implement our plan to ensure everyone’s safety as quickly as possible and keep you informed throughout the process.
• Post-Emergency: After an emergency, we check on everyone’s well-being and provide additional support if needed. We also review and improve our response strategies.

 Your Role:

• Stay Informed: Familiarise yourself with your personal emergency plan.
• Speak Up: Communicate any concerns or uncertainties you have about the plan.

 

Contact Us

 At Allay we value your input. We are available for any questions on the phone or in email.

Our team in Invoicing, Referrals, Feedback and our OTs work within business hours and will get back to you as soon as we are able.