Terms of Service

NDIS Service Terms

These terms apply to services delivered by GEM Services Group Pty Ltd under Wise Healthcare Australia and Magnum Support Services.

Provider details

• Legal entity: GEM Services Group Pty Ltd
• ABN: 74 611 793 983
• NDIS provider number: 4050046544
• Registered business names: Wise Healthcare Australia; Magnum Support Services
• Office address: 107/43 Danaher Drive, South Morang VIC 3752

Wise Healthcare Australia — wisehealthcare.com.au · [email protected] · 1300 WiseHC / 03 9005 7786

Magnum Support Services — magnumsupports.com.au · [email protected] · 1300 MyMagnum / 03 9013 7740

About these public terms

These public Service Terms provide a general overview of the conditions that apply when GEM Services Group Pty Ltd provides NDIS supports under Wise Healthcare Australia or Magnum Support Services. They are designed for publication on our websites and should be read together with the Participant's individual Service Agreement, service schedule, relevant policies and any service-specific terms.

If there is an inconsistency between these public Terms and a signed individual Service Agreement, the individual Service Agreement will apply to the extent of that inconsistency, subject to applicable law and NDIS requirements.

1. About the Provider

GEM Services Group Pty Ltd is a registered NDIS provider delivering disability and related supports under the registered business names Wise Healthcare Australia and Magnum Support Services.

References to "we", "us", "our" or "the Provider" mean GEM Services Group Pty Ltd. The trading name used for a website, communication, Service Agreement or invoice does not change the legal provider where GEM Services Group Pty Ltd is identified as the contracting entity.

2. Our Service Commitment

We aim to provide safe, respectful, person-centred and reliable supports that promote independence, dignity, wellbeing, inclusion and meaningful outcomes.

Supports will be delivered in accordance with the Participant's Service Agreement, applicable NDIS requirements, our registration and the lawful scope of the services we provide.

3. Participant Rights

Participants have the right to:

• Be treated with dignity, respect and courtesy.
• Exercise choice and control over their supports.
• Receive safe, high-quality and person-centred services.
• Be free from violence, abuse, neglect, exploitation and discrimination.
• Raise concerns, provide feedback or make complaints without fear of retribution.
• Receive information that supports informed and independent decision-making.

4. Privacy and Personal Information

We collect, use, store and disclose personal information only where reasonably necessary for service delivery, administration, safety, compliance, quality and other lawful purposes.

Information may include personal details, health and support needs, risk information, service records, billing information and other information relevant to a Participant's supports.

Information may be shared with the NDIA, NDIS Quality and Safeguards Commission, Support Coordinators, Plan Managers, health professionals, emergency services and other relevant parties where authorised or required.

Participants may request access to or correction of their personal information where legally permitted. Further information is available in our Privacy Policy.

5. Policies, Safeguarding and Conduct

Our services are supported by policies and procedures covering privacy, complaints, safeguarding, incidents, risk management, emergency planning and other areas required for safe and compliant service delivery.

We maintain a zero-tolerance approach to violence, abuse, neglect, exploitation and discrimination.

Participants, workers and other persons involved in service delivery are expected to behave respectfully and comply with reasonable safety requirements.

6. Conflict of Interest and Choice

GEM may provide more than one type of support to the same Participant, including services such as Plan Management, Support Coordination, Core Supports, Allied Health, SIL, SDA, STA, MTA or other funded supports.

Where an actual, perceived or potential conflict of interest arises, we will take reasonable steps to disclose and manage it, preserve participant choice and control, and provide information about alternative providers or service options where relevant.

A Participant is not required to receive multiple services from GEM and may make independent decisions about the providers they choose.

7. Service Delivery and Participant Responsibilities

We will communicate openly, use appropriately screened and competent workers, review supports when circumstances change and maintain records required for safe and compliant service delivery.

Participants are expected to:

• Provide accurate information relevant to their supports, funding, health, risks and circumstances.
• Notify us of material changes that may affect safe or effective service delivery.
• Provide a safe environment for workers and comply with reasonable safety requirements.
• Treat workers, contractors and other persons with respect.
• Give required notice for cancellations or changes to scheduled supports.

8. Home and Living Supports

Where applicable, we may provide or support arrangements relating to Core Supports, Supported Independent Living (SIL), Short-Term Accommodation (STA), respite, Medium-Term Accommodation (MTA), Specialist Disability Accommodation (SDA) and transport.

Specific accommodation, household, visitor, safety, boarding, transport or service conditions will be set out in the Participant's Service Agreement, service schedule, house rules or other applicable documentation.

Any charges relating to temporary absences, irregular supports, transport or accommodation will only be applied where permitted under current NDIS Pricing Arrangements and the Participant's agreed service arrangements.

9. Plan Management

Where Plan Management is included in a Participant's Service Agreement, GEM may process provider invoices, claim approved NDIS funds, make provider payments, provide budget information and make participant account information available through approved systems.

Plan Management is an invoice, claiming and payment administration service. We do not provide financial, investment, legal or personal budgeting advice.

10. Pricing, Charges and Invoicing

NDIS-funded supports are charged in accordance with the current NDIS Pricing Arrangements and Price Limits, unless another lawful arrangement applies.

Applicable charges may include agreed supports, provider travel, transport, establishment costs or other items where permitted and agreed.

Invoices may be submitted through the NDIS Provider Portal, to a nominated Plan Manager or directly to a self-managed Participant, depending on the Participant's funding arrangement.

Participants are responsible for ensuring that adequate funding is available for agreed supports. Where funding is unavailable, exhausted, expired or declined, payment responsibility will be determined in accordance with the Service Agreement and applicable law.

Invoice questions or disputes should be raised promptly so they can be reviewed.

11. Cancellations

Cancellation and rescheduling requirements are governed by the current NDIS Pricing Arrangements, the Participant's individual Service Agreement and any service-specific terms.

Short-notice cancellations may be charged where the applicable NDIS claiming conditions are satisfied.

Cancellations should be made through an official communication channel for the relevant service.

12. Complaints, Feedback, Incidents and Advocacy

We welcome feedback and maintain processes for complaints, incidents and continuous improvement.

Participants may raise concerns or complaints at any time and may seek assistance from an independent advocate.

Reportable incidents will be notified to the NDIS Quality and Safeguards Commission where required by law.

External support is available from:

• NDIS Quality and Safeguards Commission: 1800 035 544.
• NDIS / NDIA: 1800 800 110.
• Disability Advocacy Finder: disabilityadvocacyfinder.dss.gov.au.

13. Risk, Emergency and Service Continuity

We assess and manage risks associated with service delivery and may require information or controls that are reasonably necessary to protect Participants, workers and others.

Emergency and disaster planning may address health incidents, natural disasters, major service disruptions, utility failures, pandemics or government restrictions.

Where circumstances outside reasonable control affect service delivery, services may be delayed, rescheduled, modified or temporarily suspended to the extent permitted by law.

14. Changes to Services and these Terms

Changes to an individual Participant's Service Agreement should be agreed in writing where required.

We may update these public Service Terms from time to time to reflect changes in law, NDIS requirements, pricing, policies or operational arrangements. Material changes affecting participant rights, charges or service arrangements will be communicated where required.

15. Suspension or Ending Services

Either party may end services in accordance with the notice period stated in the individual Service Agreement, or as otherwise required by law.

We may suspend, modify or cease services where reasonably necessary because of serious safety risks, serious misconduct, a materially unsafe environment, serious breach, loss of required funding or authorisation, or loss of the lawful ability to provide the relevant support.

Where practicable and safe, we will work with the Participant and relevant stakeholders to support an orderly transition or alternative arrangements.

16. Governing Law

These Terms are governed by the laws of Victoria, Australia, unless another jurisdiction is required to apply to a particular service.

17. Acceptance and Relationship with Individual Service Agreements

These public Terms form part of the broader framework under which GEM provides services. Participants receiving ongoing services will generally also have an individual Service Agreement or other service documentation setting out the specific supports, prices, schedules, responsibilities and other terms that apply to them.

By signing or otherwise accepting an individual Service Agreement, the Participant acknowledges the terms that apply to their services, including these public Terms where incorporated or referenced.

Service, regulatory, quality, billing and account communications may be sent where relevant to the Participant's supports. Marketing communications may be opted out of where applicable.

Further information

For current policies, complaints information, privacy information or service-specific conditions, please refer to the relevant website or contact the team delivering your service.