My Choice Supports Service Terms

Welcome to My Choice Supports

This agreement is a contract between you and My Choice Supports (MCS) and represents all terms and conditions, policies, rights and responsibilities associated with being a supported Participant with My Choice Supports.

My Choice Supports is a registered provider of supports under the National Disability Insurance Scheme (NDIS). This service is one of the intermediary services offered by MCS, that will help you manage your NDIS budget and its outcomes.

Please read this document carefully

Your access to the My Choice Supports service is subject to the Terms and Conditions (Terms) detailed below.

In these Terms any references to “us”, “we”, “our” or “My Choice Supports” means My Choice Supports Pty Ltd ABN 51 612 203 648 and any of its subsidiaries or business partners.

This agreement comes into existence once you accept these Terms by clicking the “I agree” button. This agreement is governed by the Electronic Transactions Act 2011 (WA), amongst other laws.

We reserve the right to amend these Terms at any time and will notify you of the amendments. You have the right to disagree with and not accept the amendments or any terms and conditions, however this will result in the cancellation of your MCS service.

Make sure you are eligible

To be eligible for the MCS services, you

  • Have the right, authority and capacity to enter into this agreement;
  • Will abide by the Terms, relevant policies and rights and responsibilities of this agreement; and
  • Have the relevant funding included as part of your NDIS Plan.

If you are entering into this agreement as an authorised representative, you:

  • Are at least 18 years old;
    • Have the right, authority and capacity to enter into this agreement on behalf of a person who may not have legal capacity; and
    • Will abide by the terms and conditions as set out for Participants.

The participant or their representative and My Choice Supports (MCS) agree that this Service Agreement is made in the context of the NDIS, which is a scheme that aims to:

  • support the independence and social and economic participation of people with disability, and
  • enable people with a disability to exercise choice and control in the pursuit of their goals and the planning and delivery of their supports.

The terms and conditions are valid from the date they are agreed to until the expiry date of your current NDIS Plan (NDIS Plan End Date).

By agreeing to this Agreement both parties agree to adhere to the NDIS Act, NDIS Rules, NDIA Operational Guidelines and NDIA Terms of Business where applicable. Please refer to the below websites for further information:

Your responsibilities

The Participant or their representative agrees to:

  • Inform My Choice Supports  about how they wish the services to be delivered to meet the participant’s needs
  • Treat everyone at MCS with courtesy and respect
  • Talk to MCS if the participant has any concerns about the services being provided
  • Abide by MCS’s cancellation policy as per above
  • Give a minimum of 14 days’ written notice of changes to regular services. Any extenuating circumstances, can be discussed on an individual basis (see ‘Changes to this Service Agreement)
  • For self-managed services, pay all invoices for any service, travel and/or other expenses within 28 days.  Services may be reviewed if outstanding over 30 days after payment due date (see ‘Payments And Service Booking)
  • Let MCS know immediately in writing if the participant’s NDIS plan is suspended or replaced by a new NDIS plan or the participant stops being a participant in the NDIS.

Your rights

You have the right to

  • Receive quality services.
  • Be treated with dignity and respect.
  • Access a service free from discrimination, abuse and harm.
  • Offer feedback, compliments, suggestions and complaints for consideration and action.
  • Have your feedback responded to in a timely manner.
  • Access information in a format that is clear and makes sense to you.
  • Exercise choice and active decision making.
  • Have a representative (formal or informal) participant in decision related to services provided.
  • Have your confidentiality and privacy maintained.

Our responsibilities

My Choice Supports agrees to:

  • Review the provision of services with you at least 3 monthly
  • Give you information about managing any complaints or disagreements
  • Give you the required notice if MCS needs to end the Service Agreement (see ‘Ending this Service below for more information)
  • Protect your privacy and confidential information
  • Provide services in a manner consistent with all relevant laws including the National Disability Insurance Scheme Act 2013 and rules, and the Australian Consumer Law
  • Keep accurate records of the services provided to you
  • Issue regular invoices (if self or plan managed) and statements of the services delivered to you (as requested), as per the Terms of Business for Providers
  • We may be required to report incidents relating to you, your services, your service provider(s) and/or your supports to the NDIA if they are of a serious nature, including:
    • Allegations of, or actual sexual or physical assault of a participant;
    • A death of, or serious injury to a participant;
    • Significant damage to property or serious injury to another person by a participant; and,
    • An event that has the potential to subject a Participant or the NDIA to high levels of adverse public scrutiny.

My Choice Supports workers will:

  • Rely on the information that you provide as being true, accurate, complete and current;
  • Offer a service that maximises your choice and control and supports the life you want to lead;
  • Discuss your services openly and honestly;
  • Provide services in a timely manner;
  • Treat you with courtesy and respect;
  • Respond to your specific requests and requirements in the delivery of your service;
  • Respect your decisions in accepting and determining your service;
  • Listen to your feedback and resolve problems quickly;
  • Provide services that meet your needs at your preferred times at levels that align with your NDIS plan;
  • Communicate openly and honestly in a timely manner;
  • Protect and maintain your privacy in accordance with our Privacy Policy;
  • Treat you, your family and friends and any nominated representatives with courtesy and respect;
  • Seek regular feedback in relation to your experience with My Choice Supports;
  • Reserve the right to raise any concerning conduct or behaviour with you and will seek a satisfactory resolution or otherwise your service may be discontinued.


My Choice Supports agrees to provide you with services identified in your NDIS Plan.

The specific services and their prices are set out in the schedule of services indicated in your NDIS plan, and your schedule of supports which will be sent to you. All prices are GST exclusive and include the cost of providing the services.

The following provisions will be charged from the nominated funding at the hourly rate, please see below:      

Service Delivery Charges    

  • Drive to / from appointment up to 30 minutes and per support coordinator
  • Non-labour travel costs of support including 85c/km for drive to/from the support and cost of parking tickets, if applicable

*where the MCS worker visits more than 1 participant in a day, the cost of travel may be proportionally costed to each client.

  • Face to face meetings and telephone contact with the Participant
  • Provide / coordinate services pertaining to support including emails, internet based research, phone calls, and direct meetings with stakeholders
  • Write action planning, progress notes and reports


Cancellation of appointments (or no show) – Cancellations of appointments will not incur a fee if the MCS worker has not left their place of work to travel to the appointment. If cancellation occurs after the MCS worker has left  their place of work, or there is a no-show at the appointment from the Participant, MCS will charge the time it has taken for the worker to attend and return from the missed appointment.

If you cancel or ‘no show’, a significant number of appointments, MCS will review with you or your representative and work with them to minimise the cancellation or no show of appointments.


Payment of Services

My Choice Supports will seek payment for provision of services in the following manner after the delivery of services to the participant.

If the participant has nominated the NDIA to manage the funding for services, After providing those services, MCS will claim payment for those supports from the NDIA.


If the participant has nominated the Plan Management Provider to manage the funding for NDIS services , after providing those supports, MCS will claim payment for those services from the Plan Management Provider. Please ensure to provide MCS with details of your Plan Management Provider to avoid any disruptions with the delivery of your services.


The participant has chosen to self-manage the funding for NDIS services provided, after providing those services, MCS will generate an invoice on a four-weekly basis for you to pay.


In the event of NDIA altering their service pricing during the term of your NDIS plan the revised price will apply and the number of units attached to the support line item will be adjusted accordingly.  The unit rate charged for a support line item will be aligned with the current NDIS Price Guide.  For that reason a revised agreement to the terms and conditions will not need to occur.  MCS can discuss with you or their representative the timing or duration of services and any other changes that arise as a consequence of this pricing change.

If changes to the delivery of services are required, you and MCS agree to discuss and review this and an amendment may be arranged. Any changes will be in writing, signed and dated by the parties.


If MCS would like to end their services to you, we will offer you support to connect to another appropriate provider and will give 1 month notice. If you wish to end your agreement with MCS, you can do so with 1 week notice. If either party seriously breaches the terms and conditions, the requirement of notice will be waived.


For the purposes of GST legislation, the participant and My Choice Supports confirm that:

  • a supply of services under this Service Agreement is a supply of one or more of the reasonable and necessary supports specified in the statement included, under subsection 33(2) of the National Disability Insurance Scheme Act 2013 (NDIS Act), in the participant’s NDIS plan currently in effect under section 37 of the NDIS Act;
  • the participant’s NDIS plan is expected to remain in effect during the period the supports are provided; and
  • you or your representative will immediately notify MCS if your NDIS Plan is replaced by a new plan or you stop being a participant in the NDIS.


If you or their representative wishes to give feedback to the My Choice Supports worker, please do so verbally or formally by requesting our Feedback form. If you or your representative is not happy with the provision of services and wish to make a complaint, you can contact an MCS Director on 6228 0889 or via email

If you or their representative is not satisfied or does not wish to speak to a Director of MCS, they can contact the National Disability Insurance Agency by calling 1800 800 110, visiting one of their offices in person, visiting for further information, or contacting the Health and Disability Services Complaints Office (HaDSCO)