When a standardised grant agreement is used grants will only be provided in accordance with an executed grant agreement. The terms and conditions of DSS’s grant agreements cannot be changed. The grant agreement will contain the entire agreement between the parties. There is no binding agreement on any parties until the grant agreement is agreed to and signed by the Department’s delegate and the Organisations authorised representative. The grant agreement is the legal agreement between DSS and the service provider over the period of the grant. In managing the grant provided, the service provider must comply with all the requirements of the grant agreement. Service providers are responsible for ensuring that: the terms and conditions of the grant agreement are met; service provision is effective, efficient, and appropriately targeted; highest standards of duty of care are applied; and services are operated in line with, and comply with the requirements as set out within all state and territory and Australian Government legislation and regulations. Service providers should also be aware of any case based law that may apply or affect their service delivery. The Terms and Conditions of the grant agreement are available on the Complaints Applicants/Service Providers Applicants and service providers can contact the complaints service to lodge a complaint if they have concerns about DSS’s service(s), the selection process or the services provided by other DSS service providers. Applicants and service providers can lodge complaints through the following channels: Telephone: 1800 634 035 call cost, but calls from mobile and pay phones may incur higher charges). Fax: (02) 6204 4587 Mail: Complaints Department of Social Services PO Box 7576 Canberra Business Centre ACT 2610 If an applicant or service provider is at any time dissatisfied with DSS’s handling of a complaint, they can contact the Commonwealth Ombudsman via the or by telephone on 1300 362 072 (local call cost, but calls from mobile and pay phones may incur higher charges). Client/Care recipient Service providers should have a transparent and accessible complaints handling policy. This policy should acknowledge the complainant’s to complain directly to the organisation, outline the process for both dealing with the complaint and provide options for escalation both within the service provider’s organisation and to DSS, if necessary. Service providers need to ensure that all care recipients and families are informed of the arrangements in place to make complaints about matters related to the care provided and to have their complaints dealt with fairly, promptly, confidentially and without retribution.
When a standardised grant agreement is used grants will only be provided in accordance with an executed grant agreement. The terms and conditions of DSS’s grant agreements cannot be changed. The grant agreement will contain the entire agreement between the parties. There is no binding agreement on any parties until the grant agreement is agreed to and signed by the Department’s delegate and the Organisations authorised representative. The grant agreement is the legal agreement between DSS and the service provider over the period of the grant. In managing the grant provided, the service provider must comply with all the requirements of the grant agreement. Service providers are responsible for ensuring that: the terms and conditions of the grant agreement are met; service provision is effective, efficient, and appropriately targeted; highest standards of duty of care are applied; and services are operated in line with, and comply with the requirements as set out within all state and territory and Australian Government legislation and regulations. Service providers should also be aware of any case based law that may apply or affect their service delivery. The Terms and Conditions of the grant agreement are available on the Complaints Applicants/Service Providers Applicants and service providers can contact the complaints service to lodge a complaint if they have concerns about DSS’s service(s), the selection process or the services provided by other DSS service providers. Applicants and service providers can lodge complaints through the following channels: Telephone: 1800 634 035 call cost, but calls from mobile and pay phones may incur higher charges). Fax: (02) 6204 4587 Mail: Complaints Department of Social Services PO Box 7576 Canberra Business Centre ACT 2610 If an applicant or service provider is at any time dissatisfied with DSS’s handling of a complaint, they can contact the Commonwealth Ombudsman via the or by telephone on 1300 362 072 (local call cost, but calls from mobile and pay phones may incur higher charges). Client/Care recipient Service providers should have a transparent and accessible complaints handling policy. This policy should acknowledge the complainant’s to complain directly to the organisation, outline the process for both dealing with the complaint and provide options for escalation both within the service provider’s organisation and to DSS, if necessary. Service providers need to ensure that all care recipients and families are informed of the arrangements in place to make complaints about matters related to the care provided and to have their complaints dealt with fairly, promptly, confidentially and without retribution.
natsifacp_programme_guidelines.docx