FAQ

  • What is the purpose of a Service Agreement

    This Agreement outlines the supports Pakari will provide under your NDIS plan, how we will work together, and what your rights and responsibilities are. It ensures we deliver the right supports, at the right time, in a way that works for you

  • When does my Service Agreement start and end?

    Your service agreement begnins when we start working together and ends at the end of your current plan term.

  • What supports will Pakari provide?

    We provide supports listed in your Schedule of Supports, which is attached to your agreement. These supports align with your NDIS goals. We’ll also list any additional costs (e.g., transport or tickets) separately.

  • Are there any fees I need to pay directly?

    Yes, if a support isn’t covered in your NDIS plan or additional expenses like transport, tickets or meals arise.
    We will always discuss these costs with you before proceeding.

  • How are services paid for?

    Services are paid for depending on how your funding is managed.

    NDIA managed – we claim directly.

    Self-managed – we send you an invoice.

    Plan nominee or Plan Manager – we invoice them directly.

  • What is an Establishment Fee?

    If you’re new to the NDIS and receiving at least 20 hours of support per month, we may claim a one-off establishment fee (as per the NDIS Pricing Arrangements). This will be listed in your Schedule of Supports.

  • What happens if I need to cancel an appointment

    We require 2 business days notice for canceled appointments. If you cancel late or don’t attend without notice, you may be charged 100% of the fee unless exceptional circumstances apply.

  • Can I stop using Pakari's services?

    Yes, you can end the agreement by giving us 28 days notice. Pakari may end the agreement if payments are not made after 60 days, there are serious safety or legal concerns or you are no longer a NDIS participant.

  • What happens during emergencies or disasters?

    Your Individual Emergency and Disaster Management Plan outlines what we will do such as contact you and checking on your safety, offering alternate ways to provide support (phone, video, alternate worker or location) and ensure essential supports continue, especially if you live alone or have high needs.

  • How often will my supports be reviewed?

    We will review your supports at least every 6 months or sooner if your plan or circumstances change.

  • Will I get a copy of my Service Agreement?

    Yes, you will receive a signed copy, unless you choose not to.

  • How does Pakari protect my personal information?

    We follow strict privacy policies and wont share your information without your consent, unless required by law. We will always explain how your information is used.

  • We Value Your Feedback

    If you are not satisfied with any aspect of our service, we want to hear from you. Your feedback helps us improve and ensures we continue to provide quality support.

    📧 Email: enquiries@pakari.com.au
    📞 Phone: 03 9729 0526 or 0480 420 324
    🌐 Online: Submit a Feedback Form

    We encourage you to raise your concern with us first, so we have the opportunity to resolve the issue with you.

    If you feel your concern has not been addressed or you wish to escalate the matter you can also contact the NDIS Quality and Safeguards Commission.

    📞 1800 035 544
    🌐 www.ndiscommission.gov.au