Policies and
Payments
This page contains information on how we work with you, the standards we work under, our prices and how to make payments to Studio ARTES.
Policies
Our policies are the cornerstone of our Quality Management System. They contain information on how we work at Studio ARTES, and how we deliver services to you. Our policies are supported by procedures that outline the steps we undertake to make sure we are delivering a quality service.
The policies below are ones we think are important for you to know about. You can ask to see our policies at any time, and ask us to explain them to you.
Human Rights
Our human rights policy talks about how we are committed to upholding the human and legal rights of everyone. This means you have the right to be treated in the same way as everyone else, and to make decisions and choices about what you want to do. This is the law.
Human Rights Policy – Plain English
Service Planning and Support
This policy outlines how we work with you to make sure that you get the best out of the Studio ARTES programs. The procedures that support this policy include things like what happens when you want to join Studio ARTES, what you can expect from Studio ARTES, what we do when you want to try something different, and what we do when you decide you want to leave Studio ARTES.
Service Planning and Support Policy
Feedback, Compliments and Complaints
This policy is all about how you give feedback to Studio ARTES. This could be positive or negative. All feedback is important to us, so we know what we are doing well and what we can improve on. Complaints are formal negative feedback that we take very seriously. We have a procedure which we follow to ensure that the issues raised are investigated and followed up with you. You can contact us by phone, come in, or by email to share your feedback with us.
Payments
Rates for attending Studio ARTES depend on what you choose to do at Studio ARTES, your support needs, what type of support we are providing, and the time and days of support. This will be discussed and agreed with you before starting at Studio ARTES in addition to a Service Agreement and schedule of supports. Our Group and Centre Based programs are facilitated by experienced support workers, providing both group and 1:1 support as determined by the needs of the participant. The Centre provides a wonderful opportunity for participants to socialise, make friends and develop new skills and interests.
If you have an NDIS plan, you can agree to use your funds in the plan to pay for Studio ARTES hourly rate. You will need to sign a schedule of support, which outlines the activities you will be charged for in more detail. If you decide to increase, decrease or change your sessions, we will put together another schedule. This may run concurrently with your overall schedule or replace it. The rules concerning charges under the NDIS plan are outlined in the service agreement.
Studio ARTES also charges an activity fee that assists us to purchase the materials we buy and use on programs. This fee is $7.50 per session (+GST). This will be invoiced to you separately, and can be paid fortnightly, per term or yearly. This fee is invoiced to you, which you pay directly to us.
When you access one-off events or change what you do with us, we will update your schedule or agree to a new single-use schedule on top of your current one. Our standard service agreement is available below and covers any changes in your support, if your service agreement is out of date or in between plan changes, or any price changes from the NDIA. When you accept services from Studio ARTES you are accepting the Terms and Conditions outlined in this service agreement.
Please get in touch if you have any questions around payments, payment plans, or require a different way to pay.
Downloads:
PACE -
FAQ’s about the NDIS New Billing System
What is PACE and what is changing?
PACE is the NDIA’s new computer system. It is designed to be more user-friendly and will eventually replace the current system and MyPlace portal. The implementation of PACE will see a change in how your providers bill for the services they provide as part of your NDIS funding.
The PACE system commenced rollout on 30th October 2023 and is expected to take up to 18 months.
Does this change affect my funding?
There should not be any changes to the funding or supports available in your plan.
How does PACE benefit me as a participant?
PACE is designed to be more user-friendly for clients and to make it easier for the NDIA, their partners and providers to perform their roles, allowing them more time to deliver a quality service to clients.
PACE is designed to bring efficiency, transparency, streamline processes and enhance participants’ engagement providing you with more control over your plan and services.
Is Studio Artes a participant-approved provider?
Yes, Studio Artes is an approved provider to deliver Group and Centre Based Supports.
You approve Studio Artes to provide the supports that are agreed upon in your service agreement. You will still have visibility of all claims made.
To approve a provider, you can either
Contact the NDIA National Call Centre on 1800 800 110 and advise that you would like to endorse a provider or
Contact your Local Area Coordinator and advise that you would like to endorse a provider
What happens if I don’t endorse Studio Artes as a ‘My Provider’?
There will not be any change to your services. If a claim is made by SARTES and we are not recorded as a ‘my provider’, the NDIA will check with you or your nominee by SMS to confirm the claim is for a support you agreed to and has been delivered.
If you did not agree to the service, or the service has not been delivered you will need to call the NDIA on 1800 800 110 within 6 days from when you receive the SMS.
During the phone call, you can let the NDIA know if you agree to the service by accepting the claim. When the claim has been accepted it will be processed for payment.
If you do not agree to the service, you can let the NDIA know by disputing the claim. The NDIA will review the claim and contact Civic if they need more information.
If you do not call the NDIA after receiving the SMS, the claim will be processed for payment after 7 days.
What do I need to do?
At the moment, you do not need to do anything. When it is time for you to change to the PACE system, the NDIA will work with you to ensure you have the support and information you need.