1  Service Agreements & Pricing

We cannot commence any service until we receive your signed service agreement & risk assessment is complete. Pricing is based on current NDIS pricing for the category & region and will update automatically. The rates for Aged Care support are in line with NDIS & will also vary depending on location, please contact us for a HCP quote.

 

MLH primarily provides home task & body doubling support services under the following categories-

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(Mentoring Peer-Support And Individual Skill Develop) 09_009_0117_6_3

(House Cleaning & Other Household Activities) 01_020_0120_1_1

(House or Yard Maintenance) 01_019_0120_1_1

(Assistance with Tenancy support) 08_005_0106_2_3

(Innovative Community Participation) -09_008_0116_6_3

 

2 Areas of Service

We support people to live independently & create calm homes in & around Alice Springs and excited to be expanding to meet demand in Darwin and the Northern Suburbs of Adelaide in mid 2025. 

 

3 Cancellation Policy

We have minimum of 2 days cancellation terms, far less than the 7 allowable days under the NDIS, because we understand that life happens and changes are sometimes unavoidable. We require 2 clear business days notice to cancel services without penalty. Cancellations inside 2 business days will incur a 100% service fee.

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4 Scheduling

We understand that many people do not have the spoons for longer support shifts. We have a minimum of 2 hour sessions, with the most popular being 3-4 hours weekly to really get & stay on top of home tasks.  We'll work with you to accommodate your preferred regular weekly service days & times wherever possible.

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5 Pets

We love getting to know your fur kids and it is one of our favourite things, however all animals can be unpredictable so we request that they are secured during service for our team safety and so they don't get out.

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6 Minimum Service Hours

We have a minimum of 2 hours per session, this is the minimum that must be paid by law for staff under the disability workers award. We do NOT contract our workers because we believe in investing in our team and paying a liveable wage with career development, especially for people living with disabilities.

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7 Smokers

We request that you please refrain from smoking inside during service, and air your home out for at least an hour before service if you smoke inside.

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8 Incidents

We request that you report all serious incidents to your care coordinator or the form on our website within 24 hours. We will follow up asap & must report serious incidents to the NDIA. ALL shift notes are documented in our crm for this reason.

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9 Feedback & Complaints

We are a values driven service and we value your feedback so that we can improve our service. If you have any issues or complaints about your service please let your care coordinator know as soon as possible so we can try to sort small issues out quickly. If you need to make a formal complaint, you can do this either online via our website, in writing to hello@mindfullivingsupports.org or by phone to our Director on 04000075958 we'll get back to you within 5 days if you would like feedback. Please note we are obliged to follow mandatory reporting procedures as required.

 

10 Travel & transport costs

Our service operates as a social enterprise so we try to minimise add on fees wherever possible. You may incur travel charges, this includes travel getting to you. The current rate is currently $1 per km for metro areas in addition to time. Travel also includes time you are with the support worker & incurred running your errands.

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11 Insurance

This ain't no rodeo & we're no cowboys. For your safety our team are fully insured & covered for public liability, personal indemnity & workers compensation insurance.

 

12 Team Vetting & Compliance

Our lived experience team is hand selected selected via a rigorous vetting process and all staff require NDIS and Police screening and working with children checks, NDIS orientation training, Infection control, First Aid & our in house training to commence.

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We are committed to continued professional development for neuro affirming and mental health best practice service delivery. We are also dedicated to empowering our lived experience MH/ND team through upskilling & improved career opportunities.

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We have high standards, because you deserve the best, not the industry standard 2 feet and a heart beat.

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13 Staff Safety 

If staff feel unsafe at your home or surrounds at anytime they will report to their team leader and leave promptly, this will be charged as a late cancellation at 100%.

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Hazards - We ask that you ensure our staff will be safe and notify us of any known faults or hazards.

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 AOD - Staff are under no circumstances to touch AOD including tobacco and ashtrays, alcohol, illicit drugs or paraphernalia. Please ensure these are not present during support times. Please note services will be cancelled if client is under the influence of alcohol or illicit drugs.

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Heat - Please ensure airflow and air-conditioning/cooling is available to staff during extreme heat. Staff need to be safe and comfortable to do their work safely.

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Unknown/Unsafe people - When unknown people are present in your home during service this and staff feel unsafe they will be directed leave & treat as late cancellation.

 

14 Risk Management

​Risk management is the process of identifying, monitoring and managing hazards in order to minimize potential safety risks. We request that you report all serious incidents to your care coordinator or the form on our website within 24 hours. We will follow up asap & must report serious incidents to the NDIA.

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Please note Mindful Living Supports is required to follow mandatory reporting guidelines and to report concerns of safety to relevant authorities, as necessary.

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15 Equipment Use & liability 

For infection control we do not share any cleaning equipment across homes. We request to use your equipment (vacuum, mop, broom) and we will provide cleaning cloths, paper towels, elbow grease & our preferred environmentally friendly, low allergenic, non toxic detergent for general cleaning and floors.

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Our team will exercise reasonable care and caution with your items and when using the supplied equipment but cannot guarantee against breakages or damages that may occur due to the nature or quality of the supplied items. MHL will not be held liable for breakages or damages to the property caused by the use of client-supplied products.

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16 General Home Task Service Exclusions

Chandeliers and other delicate items, collections, Light Bulbs, Bio-hazards (Mould etc.), Hoarding*, Animal Waste, Pest infestations, High Reach Areas (More than 2 step ladder), Squalor Cleaning, Exterior Windows (more than 2 step ladder or obstructed).

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We do not provide food or cover costs for food for meal prep. 

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Decluttering and Home Organising support for people who have hoarding problems will be arranged with specialist support workers who are trained in this area.* 

 

Hoarding situations will require a risk assessment and separate quote and are not applicable under general home task service agreements *** 

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17 Enough chit chat, How do I book??

If you like what you see & think we have the support you've been waiting for, you can fill out a referral form on the link in this website, OR to request a quote or more service information, please email us at hello@mindfullivingsupports.org and a real human, one our awesome admin team we will get back to you within 3 business days. Let us know if you prefer no phone contact, just text or email, we get it.

 

NB. May respond quicker if we are hyper focusing and coffee fuelled :)

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