Service Agreement

This Service Agreement is a legally binding contract between you (the NDIS participant/child representative/plan nominee) and us (Kindship Plan Management), the registered Plan Manager. It explains the terms and conditions for managing your NDIS plan funding.
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If at any point you need help understanding this agreement, please ask us or speak with someone you trust.
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We may occasionally update the terms of this agreement. If we do, we will let you know.

What our job is

As your Plan Manager, we will help you pay for your NDIS supports using your NDIS funding.

By accepting this agreement, you agree to:

  • Us being your plan manager: You will endorse us as your plan manager with the NDIA and give us access to your NDIS plan and anything else we may need to do our job.
  • Our monthly fee: We will claim $104.45 per month directly from the NDIA, from your Capacity Building – Improved Life Choices support category.
  • Sharing your information with people you ask us to. We will not talk to providers, support coordinators, or other family members unless you have told us this is okay.
  • Keeping us updated: You will tell us as soon as possible if you stop being an NDIS participant, if there are major changes to your plan, or if your contact details change.
  • Respectful behaviour: You will treat our staff with courtesy and respect.
  • Budget monitoring: While we provide tools and send budget-related notifications to help you stay on track, it is ultimately your responsibility to ensure your budget is on track and to avoid overspending.
  • Receiving communications: You agree to receive communications from us, including marketing materials. Your consent is important, and you can opt out at any time by unsubscribing from our mailing list.
  • Using technology, owned by other companies, platforms to help us deliver our services. We will only share your information in the way described in our Privacy Policy (which you have already agreed to).

Our responsibilities

We agree to:
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  • Provide plan management services: We will pay for your NDIS supports using your NDIS funding, while following all applicable laws, including the NDIS Act, Australian Consumer Law, and privacy regulations. We will also follow NDIS guidelines and practice standards, including obligations around incident reporting, complaints handling, and privacy protection.
  • Send monthly statements: We will send you monthly statements which will give you a snapshot of your NDIS funding each month. You can also see your NDIS funding at any time through the NDIS app.
  • Communicate well: We will communicate honestly, respectfully, and promptly. We will listen to your feedback and do our best to resolve any issues you experience.

Your NDIS support providers

As your Plan Manager, our role is to help pay for your NDIS supports. We will make payments to your providers for services they have delivered. We are not responsible for the quality or accuracy of services provided by support providers.
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  • Provider invoices: Providers can send invoices to invoices@kindship.com.au You can find the NDIS invoice requirements here.
  • Reimbursements: If you have paid for an NDIS support out of your own pocket and want to be reimbursed, send your request to reimbursement@kindship.com.au
  • Timeframes: Once an invoice is correct, we ask the NDIA for payment within 3 business days. Once payment is received, we will pay the support provider within 2 business days.

Privacy

Our Privacy Policy explains how we collect, use, store, and share your personal information (including sensitive health information). By using our services, you agree to the terms in our Privacy Policy.

Complaints

We genuinely love hearing from you, whether things are going well or not. Of course, great feedback is always nice (we won’t pretend it isn’t), but it’s just as important for us to know if something doesn’t feel right or if you’re unhappy about something.
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You can share feedback or raise a concern anytime.
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If you share feedback or raise a concern:

  • We’ll listen and take it seriously
  • We’ll respond as quickly as we can
  • We’ll work with you to find a fair outcome
  • We’ll keep things respectful and confidential

How to get in touch

Email us at: members@kindship.com.au
Call us on: 1300 057 084
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If you don’t feel comfortable doing that, you can also ask a family member, advocate, or support person to reach out on your behalf.
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If you’re not happy with our way of dealing with your complaint, or you don’t feel comfortable talking to us, you can contact the NDIS Quality and Safeguards

Commission:
https://www.ndiscommission.gov.au

GST

For GST purposes, we confirm your NDIS plan includes funding for plan management services. This service agreement is the written agreement required by the ATO for our plan management services to be treated as GST-free, as they have been deemed reasonable and necessary supports and included in your/your child’s NDIS plan.

Starting and ending this agreement

This agreement begins as soon as you accept it.

Either you or Kindship Plan Management can end our relationship by giving 30 days’ notice (you can call or email us). This agreement can also end immediately if any of its key terms are breached.

Intellectual property

We own all intellectual property associated with Kindship Plan Management. You agree not to copy, alter, or misuse our intellectual property.

Governing law

This agreement is governed by the laws of South Australia. If you access our services from outside South Australia, local laws may apply.
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We will work with you to resolve any disputes in accordance with applicable laws. Any disputes arising under this agreement will be subject to the jurisdiction of the courts of South Australia.

Contact us

If you have any questions or concerns, please contact us:


Address:
Kindship
Suite 17, Stone & Chalk Startup Hub
Lot Fourteen, North Terrace
ADELAIDE SA 5000

General enquiries: hello@kindship.com.au
Member support: members@kindship.com.au
Phone: 1300 057 084

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