Client contribution policy

• Hardship: Clients who do not have the capacity to pay can access the CHSP Financial Hardship Procedure to work through their capacity to contribute. If a client is approved for a reduction or waiver in their contribution, the decision will be reviewed on an annual basis – in line with the care plan and service agreement.
• Reporting: My Ability Angel Pty Ltd is required to report the dollar amount collected from client contributions

3. Couples recieving CHSP service

When a client lives with a partner or another, the client contribution arrangements will only apply to the CHSP client. Where both individuals are CHSP clients, they will not be separately asked to contribute to services that are mutually beneficial. For example, a contribution to a Domestic Assistance service will reflect 1 hour of service, not 1 hour per client.

However, if 2 clients who are considered a couple receive separate services to support them at home, they will be asked to contribute to those services. See below for details on Multiple Services Access (bundling).

4. Multiple services access (bundling)

Clients who access multiple service types of CHSP funding are required to contribute to each of those. For example, if a client receives domestic assistance, flexible respite, and social support group services, they are required to contribute to each of those.

Clients who receive multiple services concurrently in a single visit, will be charged a single contribution fee for the service. For example, flexible respite that also has some meal preparation involved.

Where client transport is provided as part of the service, any tolls and parking fees are the responsibility of the client.

5. Client’s receiving compensation payments

If a client has received or is receiving a compensation payment that is intended to cover some or all costs of the home-based care, the full cost of the service/s will be requested. If a client is in receipt of a compensation payment, My Ability Angel Pty Ltd will work with them on an individual basis to claim the appropriate funds. CHSP grant funds are to then be utilised for others who require services.

6. Invoicing and Payment Methods

Clients will be invoiced monthly.

Payment options include Direct Debit, Credit Card, Centrepay, or Electronic Transfer (Direct Deposit) on a monthly basis and in arrears.

7. Non-Payment of Fees

• If a client fails to make payments and is in arrears of over 30 days of the due date without prior arrangement, My Ability Angel Pty Ltd will contact the client to discuss the reasons for non-payment.
• If a client is not paying the required fee, My Ability Angel Pty Ltd will review their ability to pay. Depending on the circumstances, a number of fee payment options may be considered, including the client paying the outstanding amount in instalments or reducing it.
• All reasonable attempts will be made by My Ability Angel Pty Ltd to arrive at a mutually agreed fee with the client. The client will be made aware of their right to appeal any decision and use the services of an advocate.
• If the client still fails to pay the agreed outstanding amount, a written reminder will be issued, requesting payment within 30 days. Once all avenues have been explored, My Ability Angel’s Managing Director will decide how to manage the debt. If ability to pay is not an issue, My Ability Angel Pty Ltd may notify the client that services will be withdrawn. If payment is still not made within a total of 45 days of the original due date, services can be ceased at the discretion of My Ability Angel. The client will be informed in writing of My Ability Angel’s decision and will have their right of appeal explained to them.