Bookings
Bookings
If you are using our service for the first time please get in touch to discuss what you need. Call us on 0403 057 051 or email info@carersthatdrive.com.au – we will get back to you within 24 hours.
Once you are on the books, it’s easy to:
- make a new booking
- establish a regular booking
- request a change to an existing booking
The Simple 7:
- Name and number of clients
- The pick up and drop off addresses
- Pick up time and regularity (eg; one off, indefinite, weekly, etc.)
- Purpose of booking (eg; medical appointment, shopping, going for a walk)
- Do you require driving one way, or return?
- Would you like us to stay after we drop you off, or do you need to make a separate return booking?
- Are you an NDIS participant?
As much information as possible that you give us will assist in providing you with the best service and to match you with one of our supporters.
Call us on 0403 057 051 or email info@carersthatdrive.com.au and let us know.
Carers That Drive takes bookings on the Sunshine Coast from Noosa to Caloundra and west to Nambour.
If this is your first time using our service please get in touch to discuss what you need.
Call us on 0403 696 690 or email infoqldsc@carersthatdrive.com.au and we will get back to you within 24 hours.
Once you are on the books it’s easy to:
- make a new booking,
- establish a regular booking,
- request a change to an existing booking
NDIS:
Non-NDIS:
If in NSW, please email the completed / electronically signed form to Ali Piper, Operations Manager: info@carersthatdrive.com.au
If you are on the Sunshine Coast, please email to our Queensland Manager, Paul Sutton: infoqldsc@carersthatdrive.com.au
We require all new clients to fill out a New Client form to ensure we have all the information we need to provide you with the best possible service. Please get in touch with Ali or Paul should you have any further questions regarding the form, or our services.
Our service is charged at a minimum of one hour, then in blocks of 30 minutes, or part thereof. Rates are variable depending on the time or day.
Weekdays are from 6.00am until 8.00pm, Monday to Friday.
Evenings are from 8.00pm until 12.00am (midnight) Monday to Friday.
Weekend rates apply from 8.00pm on Friday night until 12.00am (midnight) Sunday.
Public holiday rates apply from midnight on the night before the public holiday until midnight of the public holiday.
Evening, weekend and public holiday bookings are by quotation.
For NDIS clients 2 hours may be the minimum allowable booked time under certain circumstances.
Other costs, such as tolls, mileage (in our car) and parking, are not included in the hourly rate. These costs are paid separately by the client and can be added to your invoice. We are happy to provide estimates on these costs per booking.
For one way bookings of more than 20 kilometres we charge an extra 30 minutes.
All one way bookings are by quotation.
You can find more information on rates and pricing arrangements on the NDIS website.
Price and Payment for Support Services
The price of NDIS supports is as set out in the NDIS Price Guide. The price of fee-for-service supports is the same as the price for the equivalent support service in the NDIS Price Guide. If the price for any NDIS support is increased in the NDIS Price Guide, then from the effective date of the new price guide Carers That Drive will be entitled to charge that price.
Per the NDIS Price Guide:
(a) Carers That Drive is compliant with the NDIA terms to use the Temporary Transformation Payment (TTP) conditional loading. Carers That Drive will use the TTP support lines where applicable.
(b) Carers That Drive will claim payment for allowable and provided non face-to-face supports and centre capital costs, either as a component of the quoted support, or as a separate item.
Carers That Drive will claim payment for the provision of the NDIS supports in the Agreement after they have been delivered. For NDIS supports that are self-managed, and fee-for-service supports, Carers That Drive will send an invoice. Otherwise, Carers That Drive will claim payment directly from the NDIA or from your plan nominee or plan management provider.
If your funding is managed by a plan nominee or a plan management provider, you must provide relevant contact details to Carers That Drive before support services can commence and advise Carers That Drive immediately of any changes to your funding arrangements.
It is your responsibility to ensure you have sufficient funds available for the support services and that your plan manager pays all invoices in a timely manner.
If invoices are not paid in a timely manner, Carers That Drive may seek payment directly from you or review your support services. If any NDIS supports are paid directly to you, they will be treated in the same way as self-managed supports. For example, if you receive NDIS funding for transport directly into your bank account, Carers That Drive will invoice you for the quoted transport services.
You must pay all invoices within 14 days after the date of invoice. Carers That Drive may require that you enter into a direct debit agreement before continuing to provide support services.
Carers That Drive will:
(a) Treat you with courtesy and respect and communicate openly and honestly.
(b) Consult with you about how and when support services are provided and undertake periodic reviews with you.
(c) Give you a minimum of 24 hours’ notice if Carers That Drive needs to change or cancel a scheduled appointment.
(d) Collect information from you about your support needs and goals.
(e) Share your information with key Carers That Drive staff, including internal auditors, as well as other external service providers in order to provide support services to you.
(f) Make information accessible to you about feedback, complaints, privacy, and your rights to advocacy.
(g) Protect your privacy and confidentiality in line with Carers That Drive’s Privacy Policy (Carers that Drive may be required to disclose personal or confidential information.
(h) Provide support services to a professional standard and with appropriate care, skill and otherwise in a manner consistent with all relevant laws.
(i) Keep accurate records and issue regular invoices and statements about support services provided to you.
(j) Give you at least 14 days’ notice in writing to end our Agreement.
You will:
(a) Treat Carers That Drive with courtesy and respect and communicate openly and honestly.
(b) Tell Carers That Drive about how you wish to receive support services to meet your needs and talk to Carers That Drive if you have concerns about the support services provided.
(c) Tell Carers That Drive as soon as possible about any changes to your health, transport requirements or any other things that may affect the way Carers That Drive delivers support services to you.
(d) Nominate an emergency contact person who is willing to be contacted at any time of day if an emergency arises and is willing and able to make decisions about you if necessary.
(e) Sign any form required to give Carers That Drive authority to access information held by the NDIA about you if Carers That Drive needs that information to provide support services.
(f) Tell Carers That Drive how your NDIS funding is managed or if the way your NDIS funding is managed changes.
(g) Tell Carers That Drive immediately if your NDIS plan is suspended or changed, if you stop being an NDIS participant, or if your NDIS plan allowances are used up.
(h) Pay all Carers That Drive invoices on time and make sure that adequate funds are available to meet any direct debit payment due to Carers that Drive.
(i) Give Carers That Drive at least 14 days’ notice in writing to end this Agreement.
Changes and Cancellations
Carers That Drive may claim payment or invoice for support services that were scheduled to be provided but has been given short notice cancellation. Per the NDIS Price Guide, a short notice cancellation occurs if you:
(a) Do not show up for a scheduled support within a reasonable time; or
(b) Give less than two business days’ notice for a support that is less than eight hours continuous duration and the total price for the support is less than $1000; or
(c) Give less than five business days’ notice for any other support. If you repeatedly fail to provide notice, Carers That Drive may suspend or stop providing support services. If your support services are quoted as a Programs of Support, Carers That Drive will claim for all instances of support in the Programs of Support, subject to an exit notice period of 14 days.
Enquiries, Feedback, Complaints, and Disputes
For any inquiry relating to this Agreement including any questions relating to invoicing and payment, please contact the Carers That Drive on 0403057051 or email: accounts@carersthatdrive.com.au.
For any inquiry relating to the provision of support services, including any request to change or cancel a scheduled service, please contact Carers That Drive.
If you wish to give feedback or make a complaint about your service, please talk to the Operations Manager, or send an email to: info@carersthatdrive.com.au
If you do not want to talk to Carers That Drive, you can contact the National Disability Insurance Agency on 1800 800 110 regarding booking disputes.
For complaints about service quality, you can contact the NDIS Quality & Safeguards Commission on 1800 035 544.
More details regarding Carers That Drive’s feedback system can be found here.
Goods and Services Tax
All prices for NDIS supports are inclusive of GST if applicable. All prices for fee-for-service supports are inclusive of GST.
Other
Carers That Drive retains the right to amend the terms and conditions from time to time.
Payment
Carers That Drive invoices fortnightly, direct to your email inbox.
To keep us on the road we appreciate your payment within seven days.
You can pay by:
Direct deposit
Account name:
Carers That Drive
Bank: St George
BSB: 112 879
Account number: 055470421
Credit card
We accept Visa credit card, debit card and MasterCard.
Please remember to include your invoice number with your payment.
Carers That Drive does not host card data.
All transactions are processed in Australian dollars through PayCorp *.
* PayCorp, strictly adheres to the Payment Card Industry Data Security Standards (PCI DSS) – a set of requirements that provides the highest amount of data security when processing customer payments and personal data. PayCorp is certified as being PCI DSS v2 Level 1 compliant which is the benchmark for the provision of payment processing services to multi-national organisations and enterprises.
