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Easy Read Service Agreement Guide
This guide explains your SCL Service Agreement using simple words, short sentences and clear headings.
Simple words
Short sentences and clear headings.
About your agreement
It explains the support SCL will give you.
Ask for help
You can ask someone you trust to help you understand it.
What is a Service Agreement?
A Service Agreement is a document. It is an agreement between you and SCL Support Services. The agreement explains the support SCL will give you.
What is in my agreement?
- What support you will get
- When you will get support
- Where you will get support
- Who may support you
- How much your support costs
- How your support will be paid for
- What happens if you cancel support
- How to change your support
- How to stop your support
What SCL must do
- Treat you with respect
- Listen to you
- Keep you safe
- Protect your private information
- Explain your support
- Give you the support you agreed to
- Tell you about important changes
- Listen to your complaints
What you need to do
- Give SCL correct information
- Tell SCL when your needs change
- Treat workers with respect
- Tell SCL if you cannot attend support
- Tell SCL when your NDIS plan changes
- Ask questions when you do not understand something
Changing or stopping support
What if I cancel?
Sometimes you may need to cancel your support. Tell SCL as soon as you can. You may need to pay a cancellation cost. Your agreement explains when this can happen.
Can I change my support?
Yes. You can ask to change your support times, your support days, your support worker, the type of support you receive, or where your support happens.
Some changes may depend on your NDIS plan, your funding, worker availability, and whether SCL can safely provide the support.
Can I stop my support?
Yes. You can tell SCL you want to stop your services. Your agreement explains how much notice you need to give. SCL will help make your move to another provider as safe as possible.
Speaking up
You can make a complaint
Tell SCL when you are unhappy, something went wrong, you do not feel safe, a worker treated you badly, you do not understand a charge, or your support was not what you agreed to. You will not get in trouble for making a complaint.
Get help before you sign
Do not sign your agreement if you do not understand it. You can ask for help from a family member, a friend, an advocate, a nominee, a guardian, a Support Coordinator, an SCL worker, or another person you trust.
Before I sign, check that
- My name and details are correct
- My services are correct
- My support times are correct
- I understand the prices
- I understand the cancellation rules
- I know how to make a complaint
- I know how to stop my services
- I have asked all my questions
- I have received help if I need it
This guide is not your agreement
This Easy Read guide explains Service Agreements. Your personalised agreement contains your actual services, support schedule, prices and funding arrangements. You will receive both documents.
SCL Support Services
What SCL can help with
You can ask SCL for:
- An Easy Read summary of your own Service Agreement
- Auslan or an interpreter
- Large print, or another language
- An electronic copy
- More time to understand the agreement
- A meeting to go through it with you
An Easy Read summary explains your own services, support times, prices, cancellation rules and rights. It does not replace your full Service Agreement.
Need this in Easy Read, large print or another language? Ask us and we will arrange it.