This document is a legally binding ‘Service Agreement’ between Orange Health Pty Ltd (us and we) and the NDIS Participant specified below (you). This Agreement will commence on 25/09/2026 and will continue until otherwise varied.

The purpose of this agreement is to document a service arrangement for PARTIES and Orange Health Pty Ltd (Orange Health). Orange Health agrees to provide the services outlined in this service agreement and schedule of supports. Any changes to the services listed in this agreement will require prior authorisation from all parties.

This Service Agreement includes the support service of Support Coordination as listed within the NDIS price guide. Orange Health will support the delivery of Support Coordination services in a consultative, ethical, transparent and legal manner to clients who require Support Coordination. Orange Health will work to strengthen a client’s ability to strive towards achieving their goals and aspirations by undertaking tasks associated with the management of their services and NDIS Plan.

Orange Health will also outline details of the cost of services as Appendix B and make available a consent to share information as Appendix A of this agreement. All prices are GST exclusive and include the cost of providing the support.

It is important to understand that we will charge for the following. Therefore, the hours included in the appendix B may include all or some of the below.

• Implementation meeting
• Conducting appointments with relevant stakeholders.
• Liaison/communication with stakeholders relevant to the service as required.
• Research evidence-based strategies when required.
• Research evidence-based strategies when required.

Orange Health agree(s) to:

• respect the rights of the client to determine the range and types of activities they wish to participate in;
• treat information about the client and their activities as private and confidential in line with the client’s wishes and in accordance with the Privacy Act 1988;
• where appropriate and with permission from the client liaise with the relevant funding body regarding the provision of services;
• monitor funding available to the client as described in the agreed schedule of support and alert the client when funding is close to depletion;
• provide the client with 1 month notice of intention to cease service provision;
• provide the client with adequate information about how to use Orange Health Services, online resources;
• 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;
• process and keep accurate records on all relevant correspondence, issue regular invoices and statements of the services delivered to the client;
• respond to client enquiries, concerns and complaints in a conscientious, professional and timely manner, in accordance with the Orange Health policies and procedures;
• once agreed, provide services that meet the client’s needs;
• communicate openly and honestly in a timely manner;
• treat the client with courtesy and respect and listen to the client’s feedback and resolve problems quickly;
• give the client information about managing any complaints or disagreements;
• report suspected violence, abuse and neglect according to relevant legislation and guidelines;

The client or their nominee agree(s) to:

• inform Orange Health about how they wish their services to be delivered to meet their needs;
• treat Orange Health and their employees with courtesy and respect;
• talk to Orange Health if there are any concerns about the services being provided and work cooperatively with Orange Health regarding issues arising during the development and delivery of services covered by this agreement;
• keep Orange Health informed of any changes in my life such as where I live, any changes to support needs and keep accurate records and copies of all relevant and necessary documents relating to Orange Health and store these in a safe place;
• communicate with Orange Health fully, honestly and promptly, follow any instructions or requests for information made by Orange Health for the purpose of enabling Orange Health to provide services effectively;
• provide Orange Health with 1 month written notice of intention to cease the Service Agreement;
• carry out all lawful directions given by Orange Health with diligence and in good faith and provide accurate and complete information required by Orange Health;
• comply with Orange Health policies and procedures applicable to them;
• provide Orange Health with feedback on the service delivered;
• immediately inform Orange Health service if your funding has or is about to run out or if there are any changes to your funding arrangements.

Orange Health Fees are in line with NDIS price guide. Orange Health reviews its fees at the beginning of each financial year or when this information is made available. Orange Health has the right to amend its fees at any time without notice and prices will be adjusted periodically to reflect NDIS price increases.

Attached to this service agreement as appendix B is the Schedule of Supports which outlines the cost proposal for services decided by the client, their nominee and/or family. Variations may be negotiated depending on the client’s choice and needs.

Orange Health will raise a fortnightly invoice for the service billed and submit this for payment to either the plan manager (if plan managed) or the client (if self-managed). If the client is plan managed, a copy of the invoice can be provided to them or their nominee at their request.

Orange Health can charge a participant for a NDIA Requested Report at the rates as per the NDIS Pricing Arrangements and Price Limits listed in the current NDIS price guide if all of the conditions are met as per the NDIS guidelines.

Following termination or expiry of this Service Agreement, you or your Plan Manager must pay any amounts that are still outstanding, and you are liable with respect to any breach of this Service Agreement.

Orange Health Support Coordination service is a mobile based service that does not have a central office location. All supports will be delivered online, via phone or in the client’s home, workplace or community. At times a support coordinator may also be required to attend meetings with other stakeholders on behalf of the client eg attend a NDIS office for a review meeting. Therefore, travel is considered a billable service and a reasonable travel cost will be billed in addition to the cost of the worker’s time when traveling to deliver Face-to-Face supports to a participant or to attend a meeting or event on behalf of the client as part of the service provided. The cost per km to the client’s home and return will be billed as per the NDIS price guide. Travel will be capped at 30 mins for metropolitan areas, and 60 mins for regional areas. Travel will be included as an itemised item in your invoice and specified.

Orange Health will raise a fortnightly invoice for the service billed and submit this for payment to either the plan manager (if plan managed) or the client (if self-managed). If the client is plan managed, a copy of the invoice can be provided to them or their nominee at their request.

Orange Health can charge a participant for a NDIA requested report at the rates as per the NDIS Pricing Arrangements and Price Limits listed in the current NDIS price guide if all of the conditions are met as per the NDIS guidelines.

Following termination or expiry of this service agreement, you or your plan manager must pay any amounts that are still outstanding, and you are liable with respect to any breach of this service agreement.

Orange Health Support Coordination will undertake administrative tasks which will be billed as non-direct items or also known as non-face-to-face time. This includes but is not limited to, phone calls, completion of referrals to other agencies or services, research, emails and calls to external stakeholders to help achieve interventions. Arranging appointments, equipment hire or purchase. working with other providers, equipment suppliers and others involved in care.

Cancellation of meetings with the support coordinator requires 24 hours’ notice via phone or email as per service agreement. Orange Health has the right to charge the participant 100% of the fee for no shows as per the NDIS guidelines as described below. We follow the short notice cancellations rules set out in the NDIS Price Guide which you can access on https://www.ndis.gov.au/providers/price-guides-and-pricing. However, if we cancel support for any reason, you will not be charged.

A cancellation is a short notice cancellation if the participant:

• does not show up for a scheduled meeting within a reasonable time, or is not present at the agreed place and within a reasonable time when the provider is travelling to deliver the support; or
• has given less than two (7) clear business days’ notice.

Orange Health has various policies for the effective and safe operation of the company and the welfare of its clients and employees. Policies and procedures can be provided to the client or their nominee at their request.

All clients must ensure that they observe and comply with these policies and procedures (as amended from time to time) at all times. A breach of any of these policies and procedures may result in the termination of this Agreement.

The client must protect the privacy of any confidential information shared within the Orange Health service delivery in accordance with the Privacy Act 1988. This clause continues to operate after termination of service with Orange Health.

If changes to the provision of services are required, the parties agree to discuss and review this service Agreement. The parties agree that any changes to this service Agreement will be in writing, signed, and dated by the parties.

Should either party wish to end this service Agreement they must give 1 month notice.

If at any time during the term of this Agreement the information provided by you would no longer satisfy the conditions, Orange Health reserves its right to terminate this Agreement without the notice period.

If either party seriously breaches this service Agreement the requirement of notice will be waived.

For the purposes of GST legislation, the parties 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 client’s NDIS plan currently in effect under section 37 of the NDIS Act,
• the client’s NDIS plan or other funding plan is expected to remain in effect during the period the services are provided, and
• the client or client’s nominee will immediately notify Orange Health if the client’s NDIS Plan or other funding plan is replaced by a new plan or the client stops receiving funding by their funding organisation.

Orange Health recognises that clients and their nominees have a right to provide feedback to our employees, management and Board to raise suggestions, resolve grievances and commend good performance and encourages all clients to speak up when they are not happy.

As one of our NDIS Participants, you are the focus of our efforts. Your feedback helps us know what we are doing well and where we need to improve.

If you have any comments, compliments, suggestions or concerns about any aspect of our service, please tell our staff. We take all complaints seriously and aim to resolve them quickly and fairly.

If you have a complaint the Orange Health Complaints Policy will be followed. A copy of our Complaints Policy can be provided to you or your nominee upon request.

If you wish to give Orange Health feedback or are not happy with the provision of services and wishes to make a complaint, the client can talk to the Director Chris Karambelas.

If the client is not satisfied or does not want to talk to this person, the client can provide formal feedback by

• emailing us at: mail@orangehealth.com.au
• Complete our online complaints form: orangehealth.com.au
• Call us on 1800 880 440
• contact the National Disability Insurance Agency by calling 1800 800 110, visiting one of their offices in person, or visiting www.ndis.gov.au for further information.

If you remain dissatisfied with us you can contact the Quality and Safety Commission. The Quality and Safety Commission is an independent agency established to improve the quality and safety of NDIS supports and services. Information about the Quality and Safety Commission complaints process is available on their website https://www.ndiscommission.gov.au/about/complaints

If you require an interpreter, or have a hearing or speech impediment, we can assist by accessing the Victorian Telephone Interpreting & Translating Service or National Relay Service via their website https://www.communications.gov.au

• To use an interpreter over the telephone call: 131 450
• To use the National Relay Service: https://www.communications.gov.au
• You may use an advocate, NDIS Planner or alternative support provider/person. Orange Health agrees to provide information in appropriate formats to support Participants understanding and involvement in decisions.

The client or their nominee can be contacted on the phone number, email and location address as provided in the registration Form. The client’s alternative contact person is the person listed in as their emergency person in the registration form.

Orange Health can be contacted on:

Contact Name	Chris Karambelas
Phone	1800 880 440
Email	mail@orangehealth.com
Address

Orange Health will work closely with the relevant stakeholders involved in your care, this includes:

• Family members
• Schools, workplaces and /or programs
• Allied health practitioners (e.g., psychologist, physiotherapist, occupational therapist, speech therapist)
• Medical practitioners (e.g., GP, psychiatrist, paediatrician)
• Support Coordinator/s or Case Manager/s
• Government agencies (if involved)

Communication with the above parties will be to coordinate the best support for you. We need your consent to share information about you except when:

• We are obliged by law to disclose information regardless of consent or otherwise;
• It is unreasonable or impracticable to gain consent; and
• The disclosure is reasonably necessary to prevent or lessen a serious threat to the life, health, or safety of a person or group of people.