Would you like to complete the service agreement now?* Yes please, sign me up PlanCare now Not right now, I want to speak with someone from PlanCare first No thanks, I'm just referring a client to PlanCare
If you are the participant or representative/nominee for the participant you can sign-up now.
Consent* I declare that I have authority to enter into this service agreement. I have understood this agreement, and agree to be bound by its conditions.
Welcome to PlanCare!
(you can also read this service agreement here: https://plancare.com.au/wp-content/uploads/2022/01/Blank-PlanCare-Plan-Management-Service-Agreement-130122-compressed.pdf)
This service agreement is between you (the participant), and us (PlanCare).
This agreement starts when you sign and complete the form on the website. We will pay invoices from the start of your NDIS plan.
This agreement ends when you tell us you would like it to end. You just need to give us 30 days notice.
We will send you a copy of this agreement to your email, and you can always ask us any questions about this agreement. You can contact us by:
- Calling 1800 024 000
- Emailing hello@plancare.com.au
- Sending a letter to PO Box 3556, Success WA 6964
The services we provide are:
- Plan Management and Financial Capacity Building – Set up Costs
- Plan Management – Financial Administration
- CB and Training in Plan and Financial Management (you might not have this in your plan)
The costs of these services will depend upon whether you live in a non-remote, remote or very remote area. The funding for plan-management is automatically built into your NDIS plan, so you will not pay out of pocket for these services.
What is a service agreement?
This service agreement is about the services and supports you will get from us. It explains the supports what we will give you, how much they cost, and how you can cancel your service.
It is very important that you tell us if you do not understand something in this agreement. We can answer any questions you have over the phone, over email or or in person at any time.
Costs and invoicing
There are no costs to you as the customer. NDIS pays for plan management services for you.
Sometimes NDIS changes the prices of supports. This includes plan management. If NDIS do this while you're a client with us, we'll change our prices to the new prices that NDIS make. We'll let you know within 7 days if this happens.
Your service providers will send their invoices to us. They need to send them to invoices@plancare.com.au
What you need to do:
- Tell us as soon as possible if your plan changes or ends
- Tell us how you want your supports delivered
- Let us know if anything changes with your providers - for example, if you don't want us to approve their invoices anymore
- Let us know if you are not happy with PlanCare
- Only purchase supports that the NDIA define as reasonable and necessary. If you aren't sure, you should ask us.
- If you purchase something that NDIS says wasn't reasonable and necessary for you, you may need to pay it back.
- Check your available funds before engaging with a provider or receiving any supports
- Tell us if you need help to understand something
We'll approve invoices that come through to us automatically. Please tell us if you want to be consulted before we approve each invoice.
What PlanCare will do:
- We will pay invoices on your behalf from your NDIS funds
- We will track expenditure on provider supports against your budget
- We will provide a monthly statement to you showing funds spent and remaining funds
- We will help and support you
- We will process reimbursement claims to you
- We will make sure service providers charge you the right amount
- We will pay invoices on time. We aim to pay between 3-5 business days after receiving the invoice
- We will protect your privacy and confidential information.
- We will treat you with courtesy and respect. We expect you to do the same with us.
- We will communicate openly and honestly with you.
- We will listen to your feedback and resolve problems.
How do I provide feedback?
If you have feedback or want to make a complaint about our service please,
- call us on 1800 024 000;
- email: feedback@plancare.com.au; or
- send mail to PO BOX 3556, Success WA 6964. If you would like to be anonymous, we suggest to send feed back this way.
Changing or Ending this agreement
If you want to change anything in this agreement, you can let us know by giving us a call, or sending us an email.
If there are any changes to your service, we will let you know within 7 days.
If you stop wanting services from PlanCare, you need to give us 30 days notice in writing.
Consent to Share
You may want us to share information about your funding with certain people or providers.
This might be your parent, your support coordinator, your doctor or a friend. Some information you might want us to share could be:
- how your funding is going
- information about recent invoices
- providers that you use.
PlanCare has a way for you to check your funding online. We call this our PlanCare portal. We will give you (the participant) and your representative/nominee (if you have one) access to this portal when you join. We'll also share information and give portal access to the person that referred you to us.
You can also give access to other people too. If you want other people to access your portal, email or call us to let us know.
If you want us to stop sharing information with someone, let us know.
Auditing
Every few years, we need to do an audit to make sure our services meet NDIS standards.
This means someone who doesn't work for PlanCare will look through our records to make sure we're doing things properly.
You’ll be automatically included in this, unless you tell us that you don’t want to be included.
If you don’t want to take part in auditing, you can call or email us to tell us. You can also ask us any questions you have around auditing, and what might be involved.
© PlanCare
PlanCare is committed to protecting and respecting your privacy, and we’ll only use your personal information to administer your account and to provide the products and services you requested from us. From time to time, we would like to contact you about our products and services, as well as other content that may be of interest to you. If you consent to us contacting you for this purpose, please tick below to say how you would like us to contact you: