At Respite Now, we believe the best outcomes come from working in partnership with you. This page outlines how we collaborate with you to deliver supports that are respectful, responsive, and designed around your goals, preferences, and needs.
Getting Started
We begin by explaining how our support planning process works. This helps you, and anyone you choose to involve (like family, carers or advocates), to understand what to expect and how we’ll work together.
As part of this process, we:
- Review any intake and assessment information you’ve provided.
- Talk with you about your goals, strengths, routines, and what matters most to you.
- Consider any cultural, communication or accessibility needs you may have.
- Identify any risks and how we’ll manage them together.
- Discuss the types of support, activities or community connections you’d like to explore.
Where relevant, we’ll also collaborate with other people or services involved in your NDIS plan to make sure everything works well together.
Your Support Plan
Your Support Plan is a personalised document that captures:
- Your goals and preferences.
- The supports we’ll provide.
- Strategies to manage any identified risks.
- Key contact details and any special considerations.
We’ll create this plan together and make sure it’s clear and easy to understand. You (or your representative) will always be asked to review and approve the final plan before services begin.
Your Service Agreement
A Service Agreement sets out the formal terms of your support with Respite Now. It includes:
- What supports we’ll deliver.
- Roles and responsibilities for both you and our team.
- Fees and billing arrangements.
- How to request changes or end services.
- How to provide feedback or make a complaint.
This agreement helps ensure everyone is on the same page and that services align with your NDIS plan.
Working With Others
With your consent, we may work with other providers or supports in your life to:
- Coordinate services smoothly.
- Share relevant information to avoid duplication or gaps.
- Support transitions or changes in your supports.
- Help you build skills and achieve your goals.
Any collaboration is recorded securely in your participant file, and your privacy is always respected.
Reviewing and Adjusting Supports
Your Support Plan and Service Agreement are reviewed:
- At least once a year.
- Whenever your needs or goals change.
- If you (or your representative) request a review.
- After feedback, complaints or incidents.
We’re always open to reviewing your supports with you to make sure they remain the right fit.
Transition or Exit
If you're changing providers or ending supports with Respite Now, we’ll work with you to ensure:
- A smooth and respectful transition.
- Risks are identified and managed.
- Critical supports continue where needed.
- Other providers are informed and involved (with your consent).
- You’re supported throughout the process.
Need More Information
We’re here to help. If you have questions or want to talk about anything in more detail, please reach out to us at any time.
Cancellation Policy
In line with the NDIS Pricing Arrangements and Price Limits (effective 1 July 2025), a minimum of 7 days’ notice is required to cancel most scheduled services without incurring a charge to your NDIS plan.
If you need to cancel a service, please provide at least 7 days’ notice. Where possible, if we are able to reassign your support worker to another participant during that time, we may waive the cancellation charge.