Service Commitment

Here you’ll find information about service agreements, how we’ll work together with you, our participant charter and cancellation policy, and how you can provide feedback.

Service agreements

Before we start working together, we’ll provide you with an easy-to-read service agreement to sign. This important document details:

• Services engaged
• Approved funding amount
• Your funding information
• Consent and service delivery charges (including travel).

Once your service agreement has been signed, you will receive a welcome email or pack with the following documents.

How we will work together

You can view and download this document below. It covers:

• What you can expect from us and what we expect from you
• Privacy and how we use your personal information
• Service delivery charges (including travel)
• Changing or cancelling appointments
• Providing feedback and complaints.

Participant charter

You can view and download this document below. Our participant charter is a one-page document that summarises how we will work together. It covers:

• Expectations for how we’ll engage with each other
• Changing or cancelling appointments
• How you can provide feedback or make a complaint.

Feedback and complaints

We aim to provide the best possible service to participants, their families and the organisations we work with. We value your feedback, whether we’ve done great or missed the mark, so we can continue improving our services.

Appointment cancellation policy

Everyday Independence requires two business days (48 hours) notice before your appointment to cancel without incurring charges. You can either reply to your first SMS appointment reminder, call your therapy hub directly or our Access team on 1300 179 131 to let our team know.