Service Agreement

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 Therapists

As Occupational Therapists (OT’s), we will help you with your goals. Your OT will meet with you in person, over the phone or computer.

In person, your OT will meet with you at the clinic, your home, school or day program.

Sometimes we might ask if another OT, student or volunteer can come along.

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.


In this Welcome Pack, you will find a document called Funding Allocation.

This document tells Allay how many hours from your NDIS Plan can be used by your OT.

Your OT will talk to you about budget allocation in your first session.

Allay’s Responsibilities

Allay agrees to:

  • Look at the service agreement with you at least every 12 months. This may be talking about the work we do in OT, planning how we will use OT 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 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


Allay will write a report about your OT 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.

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.


If your OT 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 92 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

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.

You can pay using Eftpos at our clinic, by bank transfer or by paying over the phone.

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.


Consent for Services

During your sessions, we may provide the following supports to assist you.

If you do not want any of the following during OT services, talk with your OT so they can provide other options.

  • Take Photos or Video: Your OT might ask to take photos or video of you during sessions to help build resources for you or your supports.
  • Have Other OTs, Students or Volunteers Join Sessions: Your OT might ask if another person can join your session.
  • Use Therapeutic Items: Your OT might recommend using therapeutic items, such as weighted blankets, aromatherapy items, food or drinks, toys or movement equipment.
  • Use Therapy Dog: Our Therapy dog is trained to work with people and may be at our clinic and come to a session. Our Therapy dog is checked regularly to keep healthy. Let your OT know if you have any allergies or prefer not to be in close contact with animals. If an allergic reaction or injury happens when working with the dog, that is at your own risk.
  • Use Integrated Listening Systems (iLS): iLS uses special headphones and music that you listen to during sessions. Tell Allay of any illness or issue that could make it hard to use iLS, for example seizures or dizziness. It is at your own risk that you use the iLS.It is your responsibility to follow the guidelines of the therapy when with your OT and in your home.
  • Quality and Safeguards Audit: Allay gets audited on a regular basis to ensure we provide quality and safe services. This includes reviewing our policies, registers and filling.


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 and Behaviour Specialists. Allay follows policies and laws that make sure they work in a high quality and safe way.

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


Fact Sheets


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.

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:

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.


At times, incidents happen during our work with you.

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
  • Bullying
  • 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.


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

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 support team.
  • Information is gathered during referrals, phone calls, emails, face to face sessions or telehealth.

How we use personal information: Information gathered is used to provide our services, including:

  • Providing therapy and therapy items
  • Paying for sessions
  • Reviewing and improving services
  • Marketing
  • Research

If you wish to opt out of any use of your information, talk to your OT.

How we store personal information

  • We keep records of our services on an online client management system. 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.

How we share personal information

  • We may share information with other people that are working with you including doctors, therapists, teachers.
  • We only share information if you or your caregiver say that it is ok and if it is helpful for therapy.
  • We won’t share personal information without your consent unless we believe that there is a risk to the safety of you or others, or as required by
  • If you pay for sessions using EFTPOS, your card number will be sent to NAB to process the payment. They have their own privacy policy in place.

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.

Extra Support

If you need extra support with a complaint or incident but do not want to speak directly with someone from Allay, you can contact other supports,
such as an advocate, to help.

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.

Unsure of what to do or who to call about your complaint or incident?

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

Not happy with 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

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.