3. Once an authorised invoice is received by address concerns, service providers should the MOIRA FI Service, it will be checked contact their local Disability Services regional against the service users’ available funds. office. MOIRA will record the details of the expenditure and forward payment to you. How are complaints from service users resolved? How will we know if a person decides to stop using our service? If you are a registered disability service provider under the terms of the Disability Act As with any service arrangement, if a person 2006, you are required to have in place a plans to stop purchasing services from you, process for dealing with all complaints from they are required to give you adequate notice. service users. This means seeking local Service providers should ensure that upon resolution wherever possible, or providing commencing an arrangement with a service information to the person about what to do if user, they clarify any ongoing arrangements a resolution cannot be reached. The funding regarding service delivery, including administration arrangement that a person arrangements for giving notice, and the chooses has no effect on the rights of the payment of outstanding invoices with the service user to access any of these complaints service user, and the cancellation of the resolutions mechanisms. MOIRA FI Service. If you are not a registered disability service What can my organisation do if a MOIRA FI provider, service users can complain to Service their user isn’t meeting Consumer Affairs Victoria. responsibilities? More information MOIRA FI Service users are required to meet their accountability requirements including sending invoices to MOIRA for prompt payment. It will be your responsibility as a service provider to contact the service user directly regarding outstanding invoices. In the event that a MOIRA FI Service user is not meeting their responsibilities and after reasonable attempts have been made to
3. Once an authorised invoice is received by the MOIRA FI Service, it will be checked against the service users’ available funds. MOIRA will record the details of the expenditure and forward payment to you. How will we know if a person decides to stop using our service? As with any service arrangement, if a person plans to stop purchasing services from you, they are required to give you adequate notice. Service providers should ensure that upon commencing an arrangement with a service user, they clarify any ongoing arrangements regarding service delivery, including arrangements for giving notice, and the payment of outstanding invoices with the service user, and the cancellation of the MOIRA FI Service. What can my organisation do if a MOIRA FI Service user isn’t meeting their responsibilities? MOIRA FI Service users are required to meet their accountability requirements including sending invoices to MOIRA for prompt payment. It will be your responsibility as a service provider to contact the service user directly regarding outstanding invoices. In the event that a MOIRA FI Service user is not meeting their responsibilities and after reasonable attempts have been made to address concerns, service providers should contact their local Disability Services regional office. How are complaints from service users resolved? If you are a registered disability service provider under the terms of the Disability Act 2006, you are required to have in place a process for dealing with all complaints from service users. This means seeking local resolution wherever possible, or providing information to the person about what to do if a resolution cannot be reached. The funding administration arrangement that a person chooses has no effect on the rights of the service user to access any of these complaints resolutions mechanisms. If you are not a registered disability service provider, service users can complain to Consumer Affairs Victoria. More information
Financial-intermediary-service-providers-frequently-asked-questions.docx