Congratulations on your choice and making it count, we welcome you to the Cosmos Divine Care Pty Ltd team. We are excited that you have decided to join us, and we look forward to an amazing collaborative, happy, and successful partnership.
Our Mission
Our Vision
Cosmos Divine Care Pty Ltd’s vision is to create a resilient and empowered community in partnership to support people with disability to live a great life with choice.
Our Values
Empowerment - Dignity - Respect - Trust - Fairness - Integrity - Innovation
Accountability and Operational Excellence
We are accountable for all decisions that we make and actions that we take, and we are committed to driving a culture of continued learning.
Our Services
We can assist you with the following NDIS support categories:
How Can I Access THE SERVICES Offered by Cosmos Divine Care?
Services can be accessed through self-referral or third-party referral utilizing the following approach:
Contact Cosmos Divine Care via:
The NDIS self-directed funding model allows Participants control over major decisions including which service provider or services they require. Cosmos Divine Care Partners with you and supports you in managing your funding package. All referral inquiries will be responded to by the appropriate manager on the same day that it is received. A representative from Cosmos Divine Care will arrange a time and place to meet with you and discuss your needs and your goals and how our services could support you. We will develop a personal plan with you and agree on how we will support you and the nature of the support. We will also be in regular contact with you and regularly review and update your plan. Your success and happiness are our goals.
HOW IT WORKS?
We provide you with the support that you need to build your confidence and maximise your potential. Working in partnership with you we will assist you to explore all your options and apply a creative and effective methodology to assist you in managing your funding package and achieving your goals.
Our approach is not a one-size-fits-all approach, you are an individual, and your aspirations and support requirements will differ from other individuals who we support. We will tailor our support services to meet your needs. You can decide how much decision-making you will like. We can also assist you in becoming independent in managing your financial services.
We are here for you, what do you need?
What Are My Rights and Responsibilities as a Participant of Cosmos Divine Care?
Participants are our organizational focus; we at Cosmos Divine Care Pty Ltd acknowledge your rights and actively promote your rights through our services and service delivery model. As Participants of Cosmos Divine Care, there are also expectations and standards in place to support a strong and mutually agreeable partnership.
Participants Responsibilities
PERSON-CENTRED SUPPORT
Just as the phrase “person-centered” suggests, a Person-Centred Approach is about ensuring someone with a disability is at the center of decisions that relate to their life.
A person-centered process involves listening, thinking together, coaching, sharing ideas, and seeking feedback. This process is ongoing to make sure each person is supported towards their personal goals, even as they evolve and change. The ultimate aim is to understand what each individual person wants and needs to live their own, personally defined, good life. It is most successful when friends and family can support the process and help identify and develop the person’s strengths. We make sure we have a person-centered approach across all our services– our customers, their families, and carers choose when and how they receive support, and by whom it’s provided. When we are working with someone, we make sure we keep their strengths and interests, their communication preference, and who people they would like to involve, top of mind.
INDIVIDUAL VALUES AND BELIEFS
EARLY CHILDHOOD SUPPORT
Starting intervention early is the best way to support the development and well-being of children with disability or developmental delays. It can help children develop the skills they need to take part in everyday activities. Sometimes children who get early intervention might not need long-term support. Cosmos Divine Care will be able to assist Participants under 7 years old with strong developmental delay and have funded NDIS plan. Please refer to our policy on Early Childhood for more information.
PRIVACY AND DIGNITY
The following procedures are to be implemented to ensure that Cosmos Divine Care meets its policy objective of ensuring that all Participants of the Cosmos Divine Care have the same level of privacy, dignity, and confidentiality as is expected by the rest of the community.
Cosmos Divine Care will:
INDEPENDENCE AND INFORMED CHOICE
At Cosmos Divine Care Pty Ltd, we ensure that participants get priority in choosing how to access their NDIS plan. It is imperative that we sit together and have your input into your plan. Should you have any adjustments during the plan, please do not hesitate to contact our team, so that you get the best of your service.
VIOLENCE, ABUSE, NEGLECT, EXPLOITATION AND DISCRIMINATION
At Cosmos Divine Care Pty Ltd we will ensure that we are:
PARTICIPANT MONEY
Participant's Money will not be handled at Cosmos Divine Care Pty Ltd.
MANAGEMENT OF MEDICATION
Participants’ medication will be managed by Cosmos Divine Care Pty Ltd based on our Policies and procedures. For more information, please ask staff.
FEEDBACK, COMPLAINTS & ADVOCACY
At Cosmos Divine Care we welcome feedback and regard this as a primary method for identifying areas of strengths and weaknesses in our service delivery model that is leveraged to support our continuous service improvement framework. We also support the standards outlined by the NSW Disability Standards that stipulate that all participants, families, advocates, or carers have the opportunity to make a complaint and provide feedback. Cosmos Divine Care has implemented the Cosmos Divine Care Feedback, Complaints Policy, and Procedure. All stakeholders can freely make a complaint without any recrimination. Cosmos Divine Care employees are aware of the supporting policy and procedures and will ensure it is adhered to at all times. The procedure to complain or provide feedback will be discussed during the Initial Meeting and ongoing service reviews. Early resolution of a concern or complaint will always be attempted in a collaborative approach reducing the risk of the situation escalating.
COMPLAINTS AND FEEDBACK CAN BE LODGED IN THE FOLLOWING WAYS: In writing, via
Email: info@cosmosdivinecare.com.au or
Contact: 1800 953 997
and speak directly to Cosmos Divine Care Pty Ltd’s Director – all employees can receive your feedback.
We will always try to resolve complaints quickly and efficiently. If the complaint has not been resolved quickly at the source, Cosmos Divine Care's Director will contact you with an initial response and let you know how we will manage the complaint. You can appeal if you are not happy with how we have managed your complaint or the outcome.
National Disability Insurance Agency (NDIS Participants) Email: feedback@ndis.gov.au Phone: 1800 800 110 Department of Social Services Department of Social Services Feedback Phone: 1800 634 035 Email: complaints@dss.gov.au Website: www.dss.gov.au Abuse National Disability Abuse and Neglect Hotline Phone: 1800 880 052 TTY: 1800 301 130 National Relay Service: 1800 555 677 Translating and Interpreting Service: 131 450 The hotline is open 8am–8pm (AEST), every day, Australia-wide. Email: enquiries@disabilityhotline.org Website: www.disabilityhotline.org Australian Human Rights Commission Australian Human Rights Commission Phone: (02) 9284 9600 TTY: 1800 620 241 Complaints info line: 1300 656 419 General enquiries and publications: 1300 369 711 Fax: (02) 9284 9611 Email: complaintsinfo@humanrights.gov.au Website: www.humanrights.gov.au Employment Complaints Resolution and Referral Service Phone: 1800 880 052 TTY: 1800 301 130 National Relay Service: 1800 555 677 Translating and Interpreting Service: 131 450 Email: crrs@workfocus.com Website: www.crrs.net.au Health
The Mental Health Emergency Response Line 21 Metropolitan: 1300 555 788 Rural link: 1800 552 002 Advocacy and Complaint Appeal Groups include: - Advocacy Support Group - People with Disability Australia (PWDA) - Group and individual advocacy services: Phone: (02) 9370 3100 or toll free 1800422015 - Website: www.pwd.org.au
PERSON-CENTRED PLANS
The term ‘person-centered’ describes services and supports that are centered on an individual and their strengths, needs, interests, and goals. Person-centered service delivery ensures that people with disability lead and direct the services and supports they use. Person-centered plans are prepared with the Support Coordinator, Participant and/or parent, carer, or person responsible for entry into the service agreement. This is a written document that is reviewed every six (6) months or as required. Person-centered approaches intend to maximize, as much as reasonably possible, the capacity for people with disabilities to take control of their lives. Person-centered approaches ensure that Participants are at the center of service design, planning, delivery, and review. The Participant shapes and directs services and support arrangements to suit their strengths, needs, and goals with the support of families, friends, careers, advocates, and their circle of support.
SERVICE AGREEMENT
All Participants will have a Service Agreement implemented when commencing services and after their NDIS Plan has been approved. A Service Agreement is not a Person-Centered Plan. A Service Agreement contains:
More information in plain English with visuals is contained in Guide to Service Agreements and is available from:
http://www.ndis.gov.au/sites/default/files/documents/Service_Agreement.pdf
Or contact NDIS on 1800 800 110
CANCELLATION POLICY
(1) Cancellation by the Participant:
If a participant makes a short-notice cancellation, which is after 3 pm the day before the service. The provider may charge up to 90% of the agreed price for their time and travel.
A cancellation is a short-notice cancellation if the participant does not show up for scheduled support within a reasonable time or is not present at the agreed place and within a reasonable time when the provider is traveling to deliver the support.
(2) Cancellation by the Provider:
Where a provider has a short notice cancellation (or no-show) they can recover 90% of the fee associated with the activity, subject to the terms of the service agreement with the participant. Cancellations are accepted by email, text, or phone call. Please refer to the NDIS price guide.
COMMUNICATION – PARTICIPANTS, PARTICIPANT REPRESENTATIVES, FAMILIES, CARERS
Communication is through a variety of methods. Examples include, but are not limited to, plans, group emails, telephone, email, our organizational website, and meetings.
PARTICIPANT EXIT PLANNING
We are committed to providing Participants with information and support through the process of transition or exit from our programs or services. For more information on how to exit or transfer, please speak to your Plan Manager or you may request a copy of our Exit Planning Policy and Procedure. We will ensure:
VISIT US IN PERSON:
Address: Mernda, 3754, Victoria
CONTACT US BY PHONE: 1800 953 997
CONTACT US ONLINE Email: info@cosmosdivinecare.com.au
This Service Agreement can be made between the Participant and/or the Participant’s representative and Cosmos Divine Care.
The Participant’s representative can be a family member, a friend, or someone close to the Participant who can manage the funding for supports.
This 'Services Agreement' is made against the National Disability Insurance Scheme (NDIS) rules and goals. This 'Services Agreement' has been developed to ensure that the participant and provider have an agreed expectation of the supports in line with the NDIS Plan to:
SERVICE AND SUPPORT SCHEDULE
Agreed services and supports between the Participant and the Provider are documented in the 'Service and Support Schedule Form'.
CONTINUITY OF SUPPORTS
Participant needs, support requirements, strengths, goals, culture, diversity, values, and beliefs specified by the participant including the inputs from their family/support network are identified during the initial assessment process and documented in the 'Participants Assessments & Support Plan'. Participant’s preferences such as the same language, same culture, or specific criteria will be considered, where possible. Cosmos Divine Care is committed to continuous support for the Participant and in the event of worker absence or vacancy, a suitably qualified and experienced person will perform the role. An alternative arrangement will be set with the participant's approval, in case of unavoidable interruptions. With the participant’s consent or direction, Cosmos Divine Care will develop and maintain links through collaboration with other providers to share information and meet participant needs. That information will be recorded in the 'Participants Assessments & Support Plan'
CHANGE TO THE SUPPORTS
If changes to the supports or delivery services are required, the Parties agree to discuss and review this ‘Service Agreement’. If applicable, changes in this ‘Service Agreement’ will be in writing, signed and dated by both Parties. Also, the ‘Service and Support Schedule Form’ will be reviewed and updated.
WITHDRAWING SUPPORT SERVICE
This ‘Service Agreement’ can be withdrawn at any time with 4 weeks’ formal notice. The requirement of notice will be waived if either party breaches this ‘Service Agreement’. Access to supports required by the participant will not be withdrawn or denied solely based on the dignity of risk choice that has been made by the participant.
SERVICE DELIVERY CONDITIONS
FEES AND CHARGES
COSTS
The costs of agreed services and supports between the Participant and the Provider is documented in the ‘Service and Support Schedule Form’. All fees comply with the NDIS price guide and may change during this ‘Service Agreement’ in accordance with NDIS price guide changes. If fees do change the participant will be notified in writing. All prices are GST inclusive (if applicable) and include the cost of providing the support. Please refer to the NDIS price guide:
Pricing arrangements | NDIS
PAYMENT
The participant has agreed to pay the Provider for their services and supports on the day and after the Participant’s attendance as below: [One or more of the below paragraphs may apply. Delete those that do not apply.]
1. SELF-MANAGED FUNDING
The Participant has chosen to Self-Manage the funding for NDIS supports provided under this ‘Service Agreement’. After providing those supports, the Provider will send the Participant an invoice for those supports. The Participant can pay the invoice by EFT, credit card, cash, or cheque within 7 days with the terms outlined in the invoice. If the invoice remains unpaid after 2 weeks, services will cease until payment of all invoices is made.
[AND / OR]
2. NOMINEE MANAGED FUNDING The Participant’s Nominee manages the funding for support provided under this ‘Service Agreement’. After providing those supports, the Provider will send the Participant’s Nominee an invoice for those supports for the Participant’s Nominee to pay. The Participant’s Nominee can pay the invoice by EFT, credit card, cash, or cheque within 7 days with the terms outlined in the invoice. If the invoice remains unpaid after 2 weeks, services will cease until payment of all invoices is made.
3. NDIA MANAGED FUNDING The Participant has nominated the NDIA to manage the funding for the support provided under this ‘Service Agreement’. After providing those supports, the Provider will claim payment for those supports from the NDIA.
Registered Plan Managed Provider
as a Registered Plan Management Provider to manage the funding for NDIS supports provided under this ‘Service Agreement’. After providing those supports, the Provider will claim payment for those supports from the Registered Plan Management Provider. If the invoice remains unpaid after 2 weeks, services will cease until payment of all invoices is made.
CANCELLATION
If a participant makes a short-notice cancellation, which is after 3 pm the day before the service. The provider may charge up to 100% of the agreed price for their time and travel. A cancellation is a short-notice cancellation if the participant does not show up for scheduled support within a reasonable time or is not present at the agreed place and within a reasonable time when the provider is traveling to deliver the support.
Where a provider has a short notice cancellation (or no-show) they can recover 90% of the fee associated with the activity, subject to the terms of the service agreement with the participant. Cancellations are accepted by email, text, or phone call. Please refer to the NDIS price guide:
ADDITIONAL EXPENSES
Additional expenses that are not included as part of a Participant’s NDIS support are the responsibility of the participant and are not included in the cost of the support. Examples include the purchase of parking tickets, food, groceries, movie tickets, etc.
Provider Responsibilities
months with the Participant
8. Treat the participant with courtesy and respect.
9. Communicate openly and honestly and in a timely manner.
10. Consult the participant and/or the participant’s representative on decisions about how supports are provided.
11. Listen to the participant’s feedback and resolve problems quickly (see ‘Feedback, complaints and Incidents’ section of this ‘Service Agreement’).
12. Give the participant information about managing any incidents, complaints or disagreements (see ‘Feedback, complaints and Incidents’ section of this ‘Service Agreement’).
13. Give the participant details of the provider’s cancellation policy (see ‘Cancellation’ section of this ‘Service Agreement’).
14. Give the participant the required notice if the provider needs to end the ‘Service Agreement’ (see ‘Withdrawn’ section of this ‘Service Agreement’).
15. Give the Participant a minimum of 24 hours' notice if the Provider must change a scheduled appointment to provide support.
16. Keep clear records of the services provided to the participant.
17. Provide support in a manner consistent with all relevant laws, including the National Disability Insurance Scheme Act 2013 and rules, and the Australian Consumer Law.
Participant/ Participant’s representative responsibilities
Participant’s legal and human rights
At Cosmos Divine Care, we respect the Participant’s legal and human rights and ensure that they have been understood and incorporated into everyday practice. In this regard, the ‘Participant Handbook’ has been developed that includes the following policies:
A copy of the ‘Participant Handbook’ is provided to the Participant.
PARTICIPANT's CONSENT
At Cosmos Divine Care, we are committed to protect your information and to ensure they are identifiable, accurately recorded, current, confidential, easily accessible to the participant, and appropriately utilised by relevant workers. The ‘Participant’s Consent Policy’ is documented in the ‘Participant Handbook’ that needs to be understood and signed by the Participant. The Provider is required to collect some personal information about the Participant to provide the highest quality of services and support. The Participant has the right to gain access to the information the Provider holds about the Participant. The ‘Privacy & Confidentiality Policy’ is also available in the ‘Participant Handbook’. This policy provides information on how participants may request access to their personal information.
INCIDENTS
At Cosmos Divine Care, we ensure that all participants are safeguarded, and incidents including Violence, Abuse, Neglect, Exploitation & Discrimination are acknowledged, reported, notified to authorities, investigated, responded to, well-managed, and learned from. The Participant will be provided with information on how incidents involving the participant have been managed. All our workers are aware of, trained in, and comply with the required procedures in relation to incident management.
FEEDBACK AND COMPLAINTS
The Participant has the right to raise any kind of feedback and will be able to raise any complaints or concerns in the unfortunate event of any incident occurring that does not meet the expectations of care. A formal investigation will commence once we receive a complaint or concern.
Please feel free to contact us:
Also, the ‘Feedback and Complaints Management Form’ that is provided in this ‘Welcome Pack’ can be completed. If you have a concern or complaint about the quality or safety of services provided, you can also make a complaint to the NDIS Commission.
