About Our Service Agreement

How we provide services

This webpage explains how we will work with you as your service provider.  Please make sure you have read and understood it.  This information may change. We will notify you of any changes.

If you have any questions, please speak to a member of your service team or call our Customer Service team on 1300 111 881.

Rights and Responsibilities

We will:

  • Treat you with courtesy and respect
  • Work with you to decide how services will be provided to best fit with your needs and preferences
  • Deliver high quality services
  • Keep accurate records of the services we have provided to you
  • Communicate openly and honestly
  • Listen to your feedback and provide responses to any issues or concerns
  • Protect your privacy and personal information.

We ask that you:

  • Treat our team with courtesy and respect
  • Tell us how you would like services to be delivered
  • Give us feedback straight away (particularly if you have any concerns)
  • Share relevant information with us. This includes telling us if there are any changes to your National Disability Insurance Scheme (NDIS) plan or funding
  • Consent to us telling the National Disability Insurance Agency (NDIA) that SensesWA is a MyProvider for you so we can submit claims directly to NDIA (if your services are NDIA managed)
  • Let us know as soon as possible if you need to change or cancel an appointment.


We will negotiate a Service Agreement with you where we agree on the services we will provide and the cost of these.

We charge for:

  • All face-to-face or telehealth appointments with you
  • Phone calls, text messages and emails with you
  • Speaking with and working with key people in your life (including other SensesWA team members) to support your goals
  • Travelling to some appointments (see Travel section for more details)
  • Time spent planning and preparing for appointments
  • Making resources to support your goals
  • Setting goals and reviewing progress
  • Completing assessments, care plans, notes and reports
  • An establishment fee for new Personal Care or Participation Supports where we are providing a minimum of 20 hours per month for three months or more.

We don’t charge for administrative tasks such as setting up service agreements, booking appointments or managing invoicing and payments.

Our pricing is subject to change. We will give you 30 days’ notice when this happens.


We can provide services in a range of places including at our service centre, your home, school or workplace.

If we are travelling to you, we charge for the time and kilometres travelled for:

  • Therapists, behaviour support practitioners and the deafblind team to travel to and from their usual place of work to appointments with you; and
  • Support workers transporting you between your home and the community and travelling between clients.

When we can, we will book your appointments on the same day as other customers who live near you, so the travel costs are divided among the group and can be reduced.  The travel time will be limited to a maximum of 30 minutes each way for metropolitan Perth and larger regional centres, and 60 minutes each way for more remote regional areas.  The kilometres will be charged at 99 cents per kilometre for a standard vehicle and $2.76 if a modified vehicle is required.

We don’t charge for time or kilometres for support workers to travel to you from their home.


To cancel or change your appointment without charge, please give us at least 2 business days’ notice for Therapy or Positive Behaviour Support.

For Support Work, please provide 72 hours’ notice.  If your appointment is with a support worker on a public holiday, we need 5 days’ notice for the appointment to be cancelled without charge.

If you cancel or change your appointment without giving us the required notice period, we will charge you the full cost of your appointment (including travel time and any preparation completed).

If you are not at home when we arrive for your appointment, we will attempt to contact you via phone.  If we are unable to reach you, we may contact your Emergency Contact and/or legal guardian to let them know we were not able to provide your service.  If we travel to you and you are not at the location agreed, we will also charge you travel costs (as outlined above).

If you have a support worker service, please call the scheduling line 6254 6700 to cancel or reschedule this service. For all therapy services call 1300 111 881.


Payment is due within 7 days of receiving your invoice. We will send you reminders if you have not paid your invoice by the due date. We may place services on hold if payment is not made, so please speak to us if you are having trouble paying by the due date.

Feedback and complaints

Your feedback helps us continue to grow and improve our services.  You can provide feedback by:

  • Contacting our Customer Service team on 1300 111 881
  • Speaking to any of our team members working with you about your services
  • Emailing feedback@senses.org.au
  • Visiting the Feedback section on our website.

If you would prefer, you can contact the NDIS Quality and Safeguards Commission directly regarding any services provided by SensesWA by calling 1800 035 544 or by visiting www.ndiscommission.gov.au and completing their online contact form.


An advocate is any person you choose to speak, act or negotiate with us on your behalf.  If you have an advocate, you decide how they are involved in your SensesWA services. You can contact us at any time to change the details of your advocate or to change the level of involvement you would like them to have with us.

If you would like an advocate to support you with your SensesWA services, we ask that you provide the details to us in writing. You will need to let us know the name of your advocate, their contact details and how you would like them to be involved in your supports.

If you need any help accessing an advocate and want one, please let us know and we can support you to access one.

NDIS Audits

As a registered NDIS provider, SensesWA is regularly reviewed to make sure we continue to meet NDIS standards.  When we prepare for the audit, we may contact you to see if you want to participate in the process. This might include having a conversation with the auditor, or the auditor reviewing your documentation.

You do not have to participate if you do not want to.  If you decide to participate, we will contact you to arrange a time that suits you during the audit process.

Incident management

We work hard to prioritise safety. If an incident occurs, we will:

  • Work to keep you and everyone involved safe
  • Involve the Police, the NDIS Quality and Safeguards Commission and/or other agencies if required
  • Investigate what caused the incident and make changes to avoid it happening again
  • Provide support to everyone involved.

Emergency Preparedness

SensesWA has processes in place to reduce the risk of disruption to your services. Sometimes events outside of our control (such as a natural disaster or a pandemic) might impact our ability to provide services. If this happens, we will work with you to try to minimise the impact on your services.