This Service Agreement is between:

The Provider:
Local Knowledge Pty Ltd
ABN: 15 116 200 796
NDIS Provider Number: 405 353 8398
MyMoney® is a registered trademark used under licence.
Level 3, Suite 310, 247 Coward Street, Mascot NSW 2020

AND

The Participant: As identified in Schedule A of this Agreement.

This Service Agreement will commence on the date signed by both parties and will continue in accordance with Clause 15.

The National Disability Insurance Scheme (NDIS) is Australia's way of supporting people with a permanent and significant disability. It provides funding for you to access the reasonable and necessary supports and services you need to live your life and achieve your goals.

This Service Agreement is made in the context of the NDIS, which is a scheme that aims to:

1. support the independence and social and economic participation of people with disability; and
2. enable people with a disability to exercise choice and control in the pursuit of their goals and the planning and delivery of their supports.

This Service Agreement is made for the purpose of providing Plan Management supports under the Participant's NDIS plan. A Support is a service, product, or equipment provided by the Provider under this agreement.

A supply of Supports under this Service Agreement is a supply of one or more reasonable and necessary supports specified in the statement of supports included, under subsection 33(2) of the National Disability Insurance Scheme Act 2013 (NDIS Act), in the Participant's NDIS Plan currently in effect under section 37 of the NDIS Act.

A copy of the Participant's NDIS plan is to be provided to the Provider upon commencement of this agreement.

As your Plan Manager, we will:

• Receive and process invoices from your service providers
• Make payments to your service providers on your behalf
• Claim funds from the NDIA's online portal for services delivered
• Track your NDIS plan budget and spending across all categories
• Provide you with clear, easy-to-understand monthly budget statements via email
• Give you guidance on NDIS pricing and help you understand your plan
• Support you to choose both registered and unregistered providers, giving you more choice and control
• Help coordinate with your providers when needed
• Maintain accurate records of all transactions and service delivery

Our dedicated email address for invoice submissions is: [email protected]

For an invoice to be paid, it must contain:

• Your full name and NDIS number
• The provider's business name and ABN
• An invoice number and date
• Details of the support provided (including dates and hours)
• The total amount including any GST

To be clear about the boundaries of our service, we do not:

• Make changes to your NDIS plan — only the NDIA can do this
• Provide financial advice — we manage your NDIS funds only
• Arrange or roster your service providers or support workers
• Provide direct care, support work, or therapeutic services
• Act as your Support Coordinator (though we can work alongside one)
• Guarantee that specific supports will be funded by the NDIA
• Pay invoices that fall outside your NDIS plan budget or approved categories

As a participant, you have the right to:

• Respect and Dignity: Be treated with courtesy and respect at all times
• Privacy and Confidentiality: Have your personal and sensitive information protected. We will not share it without your consent, unless required by law
• Choice and Control: Choose your own service providers and the supports you receive under your plan. We will never tell you which providers you must use
• Freedom from Discrimination: Receive services free from discrimination, abuse, neglect, or exploitation
• Information: Receive information in a format that is accessible and easy to understand
• Feedback and Complaints: Provide feedback or make a complaint without it affecting your access to our services. We view complaints as an opportunity to improve
• Advocacy: Seek advice from family, friends, or an independent advocate at any time

As a participant (or your representative), you agree to:

• Provide us with a copy of your NDIS plan and any updates or changes
• Provide accurate information about your circumstances and needs
• Notify us promptly of any changes to your plan, personal details, or circumstances that may affect services
• Ensure invoices from your providers are sent to us electronically where possible
• Ensure there are sufficient funds in your NDIS plan budget to cover requested supports
• Only claim for services that are within your NDIS plan
• Treat our staff with courtesy and respect
• Communicate with us in a timely manner if you have any concerns
• Give us the required notice if you wish to end this Agreement (see Clause 17)
• Let us know immediately if your NDIS plan is suspended or replaced, or if you stop being a qualified Participant in the NDIS

We agree to:

• Provide all supports under this agreement in a timely manner that meets your needs
• Communicate clearly, openly, and honestly
• Treat you and your representatives with courtesy and respect
• Consult you on decisions regarding how supports are provided
• Provide information about managing any complaints or disagreements
• Listen to your feedback and resolve problems quickly
• Protect your privacy and confidential information
• Advise you of any delays in the delivery of supports
• Provide services consistent with all relevant laws, including the NDIS Act 2013, associated rules and regulations, the NDIS Practice Standards, the NDIS Code of Conduct, and the Australian Consumer Law
• Keep accurate records of all supports provided to you and issue tax invoices periodically
• Manage your NDIS funds ethically and transparently
• Manage any conflicts of interest fairly and transparently

Plan management fees are claimed directly from your NDIS plan under the Improved Life Choices (ILC) budget category, in accordance with the NDIS Pricing Arrangements and Price Limits (updated annually on 1 July).

There is no out-of-pocket cost to you. Funding for our Plan Management service is included as a separate item in your NDIS plan.

The Provider will seek payment for the provision of Supports as follows:

• The Participant's Representative has nominated the NDIS to manage the funding for supports provided under this Service Agreement
• After providing those supports, the Provider will claim payment for those supports from the NDIS

Additional expenses that are not included in the cost of Supports are the responsibility of the Participant or Participant's representative. The Provider must inform the Participant's Representative before accruing any costs in addition to what is set out in this Agreement.

This cancellation policy is compliant with the NDIS Pricing Arrangements and Price Limits and the NDIS Terms of Business for Registered Providers.

Adequate Notice Cancellation

Cancellation with more than five (5) clear business days' notice. No charge applies.

Short Notice Cancellation

A short notice cancellation occurs if the participant:

• Does not show up for a scheduled support within a reasonable time, or is not present at the agreed place and within a reasonable time when the provider is travelling to deliver the support; or
• Has given less than two (2) clear business days' notice for a support that is less than 8 hours continuous duration AND the agreed total price is less than $1,000; or
• Has given less than five (5) clear business days' notice for any other support.

In the event of a short notice cancellation or no-show, we may charge up to 100% of the scheduled fee, pursuant to the NDIS Pricing Arrangements.

Exceptional Circumstances

We understand that plans may change due to uncontrollable and external circumstances. Missed appointments or cancellations due to emergencies will not incur a fee. Waivers require approval from Local Knowledge Pty Ltd.

Business Hours

Monday to Friday, 8:30am — 4:30pm. Not open NSW Public Holidays.

To cancel, contact us by phone on 02 8338 8900 or email [email protected].

We will actively track your NDIS plan budget to help you make the most of your funding. You will receive monthly budget statements via email clearly showing:

• Your total funding for each budget category
• How much you have spent
• How much funding you have remaining

This helps you track your spending and make informed decisions about your supports throughout your plan period.

If your budget is running low in any category, we will notify you promptly so you can adjust your services accordingly. We will not process invoices that would exceed your remaining NDIS plan budget without discussing it with you first.

We will handle your personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the NDIS Act 2013.

We will only collect, use, and disclose your personal information as necessary to provide plan management services, or as required by law. We will:

• Store your information securely using robust cybersecurity protections
• Only share your information with your consent, except where required by law or to prevent imminent risk to safety
• Allow you to access and correct your personal information at any time
• Retain your records for a minimum of 7 years as required by law

Our full Privacy Policy is available on our website at planmanager.net.au/privacy.

If you believe your privacy has been breached, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

By signing this Agreement, you consent to the following:

• We may access your NDIS funding to pay providers on your behalf
• We may collect and store your personal information as needed to deliver services
• We may discuss your plan and services with the NDIA as necessary
• We may communicate with your service providers regarding invoicing and payment

You may also authorise specific persons or organisations to receive information about your plan and services. Any authorised persons are to be listed in Schedule A of this Agreement.

You may withdraw your consent at any time by notifying us in writing. Withdrawing consent may affect our ability to provide certain services.

The supports provided under this Service Agreement are GST-free in accordance with section 33(2) of the NDIS Act 2013 and section 38-38 of the A New Tax System (Goods and Services Tax) Act 1999.

Participants should seek independent advice in relation to their tax compliance obligations, if required.

This Agreement is ongoing and will remain in effect while you are an eligible NDIS participant with plan management in your NDIS plan, unless ended in accordance with Clause 17.

This Agreement covers your current NDIS plan and any subsequent plans, unless a new agreement is entered into.

We will review this Agreement with you at least annually, or when your NDIS plan is reviewed or reassessed, to ensure it continues to meet your needs.

Either party must inform the other of any intent to modify this Agreement within 14 days.

Any changes to this Service Agreement, including Support provisions, must be in writing, signed, and dated by both parties. Amendments not executed under the formalities in this clause will be considered null and void.

Either party may end this Service Agreement by giving the other party 14 days written notice.

This Agreement may be ended immediately if:

• There is a serious breach by either party (including fraud, abuse, or safety concerns)
• The Participant's NDIS plan is suspended or revoked
• The Participant ceases to be eligible for the NDIS

Upon termination, we will:

• Process all outstanding invoices received prior to the termination date
• Provide a final statement of your budget
• Assist with the transition to a new plan manager if applicable
• Return or transfer records as requested

Your feedback is important to us. If you are unhappy with any aspect of our service, please tell us.

How to Provide Feedback or Make a Complaint

1. Talk to Us: The easiest way is to call or email your contact person at Local Knowledge
2. Contact our Complaints Officer:
   • Email: [email protected]
   • Phone: 02 8338 8900

We will acknowledge your complaint within one business day and aim to resolve it within 30 days.

If you are not satisfied with our response, you can contact the NDIS Quality and Safeguards Commission on 1800 035 544 or visit www.ndiscommission.gov.au.

Your safety is our priority. We have a formal Incident Management System to manage, report, and learn from any incidents, including those concerning your safety or data security.

If we become aware of an incident involving you, we will act immediately to ensure your safety and wellbeing and will notify the NDIS Commission if required.

We also have a comprehensive Emergency and Disaster Management Plan in place to ensure we can continue to provide essential services even during a disruption (like a power outage or technology failure). Our systems are cloud-based and backed up, and our staff can work remotely to ensure your providers continue to be paid with minimal delay.

To the extent permitted by law, the Provider's liability under this Agreement is limited to the re-supply of the relevant services or the payment of the cost of having the services re-supplied.

Nothing in this Agreement excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010).

By signing this Agreement, you confirm that you have read and understood its terms, or have had them explained to you in a way that you understand.

This Agreement may be signed electronically in accordance with the Electronic Transactions Act 1999 (Cth).