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Supply of Goods and Services to NDIS Participants
Supply of Goods & Services to NDIS Participants
1. Purpose
This policy sets out Unicare Health’s approach to supplying purchased assistive technology (AT), rental equipment, and service/repair of equipment for NDIS participants. It ensures compliance with:
- NDIS Act 2013 and Rules
- NDIS Code of Conduct (2021)
- NDIS Practice Standards (updated 2023)
- NDIS Pricing Arrangements and Price Limits (current year)
- Australian Consumer Law and relevant WA legislation.
2. Scope
Applies to all Unicare Health staff, contractors, and representatives involved in the supply, hire, service, or repair of equipment and goods for NDIS participants.
3. Principles
Unicare Health is committed to:
- Upholding participant choice and control.
- Providing transparent, safe, and high-quality equipment and services.
- Meeting legal and regulatory obligations.
- Ensuring timely supply, servicing, and repairs to maximise participant independence and wellbeing.
4. Provider Responsibilities
Unicare Health will:
For Purchased Assistive Technology
- Supply goods and services that meet safety, quality, and regulatory standards.
- Provide clear instructions, manuals, and training (where required).
- Honour consumer guarantees under the Australian Consumer Law (ACL).
For Rental Equipment
- Provide equipment that is clean, safe, and in good working order.
- Conduct safety checks and maintenance prior to each hire.
- Ensure rental agreements clearly outline terms, costs, and return conditions.
For Service, Repair & Maintenance
- Provide timely servicing and repairs of equipment supplied by Unicare or other approved AT providers.
- Maintain accurate service records for compliance and safety.
- Inform participants of timeframes and any temporary equipment options during repairs.
- Provide quotes as estimates, prepared with the best information available at the time of assessment. Final invoices may include additional charges for spare parts and labour if required, beyond the original estimate.
General
- Apply AS/NZS 5369:2023 where relevant to equipment reprocessing and hygiene.
- Protect participant privacy and confidentiality.
- Provide invoices/statements consistent with NDIS requirements.
- Communicate openly and treat participants with courtesy and respect.
- Manage complaints in line with the NDIS Commission requirements.
- Report incidents in line with the NDIS Incident Management Rules (2018, amended 2021).
5. Participant Responsibilities
Participants (or their representatives) will:
- Provide required documentation for AT purchase approvals.
- Use hire equipment as instructed and return it in good condition (fair wear and tear excepted).
- Notify Unicare Health promptly of equipment faults, damage, or repair needs.
- Provide reasonable notice for service cancellations (two weeks unless waived for serious breach).
- Inform Unicare if their NDIS plan is suspended, varied, or replaced.
NOTE: Self-managed NDIS participants (or their nominated representatives) are responsible for notifying Unicare Health when goods on hire are no longer required. Rental agreements will auto-renew, with on-going hire charges applied on a 4-weekly basis until Unicare Health is notified.
6. Changes and Cancellations
- Changes to purchases, hire, or service requests must be documented and agreed in writing.
- Cancellation of customised/non-standard goods will require recovery of costs incurred up to cancellation date.
- No credits or exchanges on customised equipment unless required under Australian Consumer Law.
7. Complaints and Feedback
- Feedback and complaints can be made directly to Unicare Health, by calling 1800 656 654 or email customerservice@unicarehealth.com.au
- If unresolved, participants may escalate to the NDIS Quality and Safeguards Commission: Phone: 1800 035 544 Website: www.ndiscommission.gov.au
8. Risk Management and Safeguards
- All equipment supplied, hired, or serviced will undergo safety checks.
- Repairs and maintenance will follow manufacturer and regulatory standards.
- Incident and risk management will align with the NDIS Practice Standards and Reportable Incidents Rules.
9. GST
- Supplies under this policy are GST-free if classified as reasonable and necessary supports in an NDIS plan.
- Participants must notify Unicare if their NDIS plan changes.
10. Review
This policy will be reviewed annually or sooner if NDIS or regulatory changes occur.
Download participant information sheet