NDIS 13cabs Travel Account Service Agreement
1. How does this agreement fit with the NDIS?
This Service Agreement sets out what supports you have chosen to be provided by 13cabs. It follows the main rules and ideas of the National Disability Insurance Scheme by supporting your independence and giving you choice in how you achieve your goals and get involved in your community. When we say “you” in this Agreement we also mean a person you may nominate.
2. What 13cabs will do
- 13cabs will provide the transport supports you choose if we have available Drivers, we can do it safely and you have the money to do it (in your NDIS package);
- 13cabs will talk to a trusted person you nominate if you want us to;
- Our Drivers comply with all laws and standards (including insurance) as set out by the State Government or the State in which you are receiving your transport supports;
- We will not charge any fees for additional people travelling with you, e.g. carer/support person;
- 13cabs will give you 2 weeks’ notice if we make any changes to the terms of this agreement;
- 13cabs will support and comply with the NDIS Terms of Business and the Code of Conduct;
- 13cabs won’t give anyone information about you without your permission unless it is to assist you in a medical emergency, or we legally have to;
- 13cabs will talk to you about any problems and try to work things out with you. Should something happen that we need to investigate we will support you and keep you involved;
- If 13cabs needs to stop service for any reason, we will talk to you about it and give you, or a nominated person, written notice.
3. What you agree to do
- To ensure you have the appropriate funding available. If you spend more than your available funding, you will be personally liable for any outstanding balance.
- To make your bookings for transport as soon as you know you need to travel;
- If you need to cancel a service after 5pm the day before the service, we may charge you up to 90% of the agreed price for the scheduled transport;
- To respect other people travelling with 13cabs, our team members and the general public;
- To tell us about any mobility equipment you use or any extra help you require to meet your needs e.g., assistance from the vehicle to your door;
- To tell us if you feel unsafe/have a problem with any of our team and work with us to help fix it;
- To tell us if your NDIS Plan changes or if you stop using NDIS.
4. What supports will be provided
Your Transport will be provided through our 13cabs fleet by qualified and experienced Drivers, and as detailed in the Schedule of Support.
5. Payment for support
The Participant and / or Participant’s representative will pay for the support in accordance with the fees specified by law, or as otherwise agreed from time to time including GST, toll charges and outgoings permitted by law.
The Provider acknowledges that the Participant has nominated the NDIA to manage the funding for supports provided under this Service Agreement and that after providing any support, the Provider will claim payment for the same, at the first instance, from the NDIA Portal.
If NDIS manages the Participant’s funds, the Participant and/or the Participant’s representative will do anything reasonably necessary to ensure the prompt payment by NDIS of fees due to 13cabs. Invoices will be issued weekly with 7-day payment terms.
6. Pricing
Sometimes the NDIA Price Guide or rules may change and that may mean 13cabs fares or rules may also change. If this happens, we will let you know in writing with 2 weeks’ notice. The taxi rates set out by relevant state government of the state in which you are travelling apply, unless otherwise specified. All rates, taxi fares, tolls, administration charges and any other fees are inclusive of GST. The Participant acknowledges there is no GST exemption for provision of taxi services, and this is included in the charge.
For each trip, we will charge you:
- The total metered fare; plus
- A booking request processing fee of $1.50 (inclusive of GST); plus
- a 5% administration fee applicable to all Credit Travel Accounts.
- We will also charge you a one-time cost of $45.00 when you first choose to open a Credit Travel Account with 13cabs.
7. Feedback, complaints or disputes
If you wish to give us feedback, you can talk to our Customer Care team on 13 2227 or email us at ndis@13cabs.com.au
If you are not satisfied or do not want to talk to us, you can contact the NDIS Quality and Safeguards Commission by calling 1800 035 544 or going to their website here
8. Changing/ending this Service Agreement
If changes to the supports or their delivery are required, we agree to discuss this with you and review this Service Agreement. You agree that any changes to this Service Agreement will be in writing, signed, and dated.
Should either of us wish to end this Service Agreement, we must give the other party 2 weeks’ notice. If this agreement is seriously breached, the requirement of 2 weeks’ notice is waived. A serious breach includes outstanding balance exceeding 14 days following receipt of an invoice.
Schedule of supports
| Support Name of the support | Description of support Details of the support, including scope and volume. | Price and payment information Price of the support (e.g. per hour / per session / per unit) and whether NDIS funding for the support is managed by the Participant, Participant’s Nominee, the NDIA, or a Registered Plan Management Provider. | How the support will be provided How, when, where, and by whom the support will be provided. |
|---|---|---|---|
| Assist Travel / Transport Taxi Service | Personal Transport Services | The taxi rates set out by relevant state government of the state in which you are travelling in apply, unless otherwise specified. Please refer to specific pricing details in clause 6. | Taxi services provided on request of Participant (or Participant’s representative). Services will be provided via bookings as requested |
| Cancellation Policy | If you need to cancel a service after 5pm the day before the service, we may charge you up to 90% of the agreed price for the scheduled transport. Cancellations made before 5pm will not incur a cancellation charge. | Within scope of Cancellation policy |