Registration and Certification
Physio Plus Group has been a registered NDIS provider since 2019
Services are provided in conjunction with the NDIS price guide. A Service agreement will be entered between yourself and Physio Plus Group that outlines these fees. Any out-of-pocket costs that are made during your services will be invoiced outside of your NDIS plan funding.
Your Rights and Responsibilities
Physio Plus will always respect and uphold the rights and responsibilities of participants.
As an individual using our support services, you have many rights that you should be aware of. We recognise your rights and are here to support and assist you in exercising these rights and in achieving your goals.
Physio Plus adopts a policy of non-discrimination regarding eligibility to receive services, and in the provision of our support services to individuals.
Your Rights – You have the right to:
- Have access and supports that promote, uphold, and respect your legal and human rights
- Exercise informed choice and control
- Freedom of expression, self-determination, and decision-making
- Access supports that respect your culture, diversity, values, and beliefs
- A service that respects your right to privacy and dignity
- Be supported to make informed choices which will maximise independence
- Access to supports free from violence, abuse, neglect, exploitation, or discrimination
- Access services which are safeguarded by Physio Plus’s well-managed risk and incident management system
- Receive services from allied health professionals who are competent, qualified and have expertise in providing person-centred supports
- Consent to the sharing of information between providers during their transition
Your Responsibilities
As an individual using our support services, there are a few things that we ask of you. The information below explains the responsibilities you have when using our services.
We ask that you:
- Respect the rights of workers, ensuring their workplace is safe and healthy and free from harassment
- Abide by the terms of your agreement with us
- Understand that your needs may change, and with this, your services may need to change to meet your needs
- Accept responsibility for your actions and choices even though some decisions may involve risk
- Tell us if you have problems with either our workers or services that you are receiving
- Give us enough information that will help us better meet your needs
- Care for your own health and wellbeing as much as you are able
- Provide us with information that will help us better meet your needs
- Be aware that our workers are only authorized to perform the agreed number of hours and tasks outlined in your service agreement
- If services are being provided in your home, that you:
- Participate in safety and risk assessments
- Ensure pets are controlled during service provision
- Provide a smoke free working environment
- Pay the agreed amount for the services provided
- Tell us in writing (where able) and give us notice as per your Service Agreement that you intend to stop receiving services from us
Your Right to give us Feedback
Physio Plus values your feedback. This maybe on something that we did well or something that we need to do better. Do not be silent; let us know you are not happy with the service you have received or believe you have not been treated fairly.
Here are several ways that you can do this:
- Completing a Complaint / Feedback form
- Talking directly to a worker
- Ask to speak to a more senior person
- Ask to speak to a Practice Manager and or Director
- Contacting the office on the phone
- Anonymously
Physio Plus will resolve complaints openly, honestly and quickly. Your complaint and a response will be acknowledged within 1 working day. If you are not satisfied with the resolution of your complaint, you can make a complaint to the NDIS Commission by:
- Phone: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.
- National Relay Service and ask for 1800 035 544
- Completing a complaint contact form and emailing to [email protected]
- Use the NDIS Commission Portal to notify reportable incident.
Further information is available on our “How to make a complaint about a provider” webpage.
https://www.ndis.gov.au/contact/feedback-and-complaints
NDIS Code of Conduct
Physio Plus will provide supports or services to the participants, and will provide a quality service if you and your family and advocate:
- Provide complete and accurate information about yourself and your situation
- Explain if there is a change in your health
- Let your workers know if things change, or if you cannot keep an appointment or commitment
- Complete consent forms, so we can work with your advocate (if applicable)
- Act respectfully and safely towards other people using the service, and towards our frontline workers
NDIS Plan
When commencing services with Physio Plus we ask for a current copy of your NDIS plan / goals.
This ensures that we are providing the best Allied Health that aligns with your current NDIS Goals.
We do ask that if a new NDIS Plan is received that you notify our team as soon as possible and provide a new copy.
Service Agreements
Once Physioplus is selected as your service provider we will develop a Service Agreement with you.
This Service Agreement will list a schedule of supports, Physio Plus’s responsibilities, your responsibilities (as a participant), terms and conditions and our service cancellation process.
You, your plan nominee or guardian need to sign the Service Agreement. If you do not want to sign the Service Agreement, we will record the reason on your file for future reference. However, Physio Plus will need our NDIS Allied Health Referral signed to provide consents from you to engage in services.
NDIS Service Cost
Physio Plus will inform you of the cost of services being provided as part of your Service Agreement
Physio Plus are in alignment with all requirements of the NDIS price Guide. NDIS review their price guide yearly and services provided are subject to change as per the Price Guide. https://www.ndis.gov.au/providers/pricing-arrangements