A

A Guide to Individualised Funding

TAC information for people managing their own funds

B | Transport Accident Commission

Words we use in this document Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Introduction What is this booklet about? . . . . . . . . . . . . . . . . . . . . . . . . 3

What is Individualised Funding? . . . . . . . . . . . . . . . . . . . . 3

How does Individualised Funding work? . . . . . . . . . . . 4

Responsibilities in Individualised Funding . . . . . . . . . . 5

Getting started Calculating your allocation of funds . . . . . . . . . . . . . . . . 6

Individual Funding Agreement . . . . . . . . . . . . . . . . . . . . . 6

Life Area Needs Self-Assessment questionnaire . . . 6

Your offer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Tools available to you . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

– My Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

– Budgeting and scheduling tool . . . . . . . . . . . . . . . . . . . 6

Organising your services Purchasable services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Services that cannot be purchased . . . . . . . . . . . . . . . . . 7

Ordering continence equipment . . . . . . . . . . . . . . . . . . . 8

Choosing your providers . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

– Professional registrations and qualifications . . . . . . . 8

– Innovation and value . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

– Experience of the organisation and employees . . . 9

– Person-centred approaches . . . . . . . . . . . . . . . . . . . . . . . 9

– Location, accessibility and flexibility . . . . . . . . . . . . . . 10

Entering into Individual Service Agreement with providers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Providers who do not know about the TAC and Individualised Funding . . . . . . . . . . . . . . . . . . . . . . . 10

Managing your money Banking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

– Receiving your money . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

– Accessing Westpac online banking . . . . . . . . . . . . . . . 11

– Business days . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

– Online banking password . . . . . . . . . . . . . . . . . . . . . . . . 11

– Security token and token password . . . . . . . . . . . . . . 11

– Paying by debit card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

– Handy hints for keeping your bank account secure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Planning your spending . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

– Planning how you will spend your monthly allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

– Money you save . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

– Handy hints for making the most of your money 12

Paying for your services . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

– Ways to pay your provider . . . . . . . . . . . . . . . . . . . . . . . 13

– Referencing a funds transfer . . . . . . . . . . . . . . . . . . . . . 13

Your responsibilities, rights and support Responsibilities when using Individualised Funding . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Records you must keep . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Handy hints for efficient record-keeping . . . . . . . . . . . . 14

Reviews and progress checks with the TAC . . . . . . . . . 14

If your circumstances change . . . . . . . . . . . . . . . . . . . . . . 15

Complaints about a service . . . . . . . . . . . . . . . . . . . . . . . 15

Peer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Process for Individualised Funding . . . . . . . . . . . . . . 16

1

This

booklet is about

Individualised

Funding (IF). It includes

information about how

IF works and what you

need to do when

you use IF.

Words we use in this document

Glossary

Accreditation/Certification: documented evidence of successful completion of audit against relevant standards for disability services .

Annual allocation: the annual amount paid to you by the TAC for your IF purchasable services . Your annual allocation is split across 12 months and monthly deposits are made into your IF bank account .

Budgeting and scheduling tool: an optional tool that you can use to manage your budget and schedule of services . The budgeting and scheduling tool is a Microsoft Excel spreadsheet .

BPAY: a bill payment service which enables bill payers to transfer funds electronically from their bank accounts to billers . BPAY uses a biller code and reference number rather than bank account details to transfer funds .

Business day: a day the bank is open for business . This generally excludes any public holidays and weekends .

Debit card: a plastic bank card that allows the cardholder access to the money in the account to which it is linked . This card is used instead of cash to make a payment . The money is then transferred from the cardholder’s account to the person or business they have paid .

EFTPOS (Electronic Funds Transfer at Point of Sale): a way to pay a bill . When making a purchase, the EFTPOS card is presented to the cashier who inserts it into an on-site EFTPOS machine to make the payment . You can use your Westpac debit card to pay by EFTPOS .

Electronic Funds Transfer (EFT): a system of transferring money from one bank account to another using online banking .

Fee schedule: the rate that the TAC would normally pay for a service . Available through the TAC website .

Financial Intermediary (FI): a service approved by the TAC, where deemed reasonable and necessary, for the purpose of providing support to pay invoices electronically from the client’s IF bank account . The FI may only act on the client and TAC’s instructions and in accordance with the IFA .

Individual Funding Agreement (IFA): a legal document you must sign to use IF . It enables the TAC to make payments to you and for you to use these payments to purchase TAC funded services on the list of purchasable services .

Individualised Funding Specialist: a TAC employee who works with clients making the move to IF .

Individualised Funding Support Coordinator (IFSC): a TAC employee who works with people who use IF . They will coordinate any services you need that are

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not on the list of IF purchasable services and, once your monthly allocation is deposited into your IF bank account, will be your primary contact at the TAC .

Invoice: given to you by your provider in hard-copy or soft-copy (online) to specify the services provided to you and the amount to be paid for these services . When an invoice is paid, it becomes your receipt .

Life Area Needs Self-Assessment (LANSA): a questionnaire about your accident-related support needs and ability to self-manage .

Monthly allocation: the monthly amount you are paid by the TAC for your IF purchasable services .

Online banking: a website where you can see your account balance and make payments to your providers .

Planning Tool (My Plan): an optional tool that you can use to set goals for yourself .

Progress check: a discussion you will have with your Support Coordinator at set intervals after you have started using IF to ensure it is meeting your needs .

Provider: an organisation that provides a service to you in relation to your transport accident needs, including, but not limited to, home or gardening services, equipment, Allied Health or disability services . Your service providers must hold a certificate of business/incorporation registration and be appropriately qualified and experienced .

Provider search tool: available on the TAC website, this is a list of services and links to the peak bodies and/or national regulation agency of providers . You can use this tool to search for a provider and check if they are appropriately registered and qualified .

Purchasable services: a list of services you can use for your IF monthly allocation . This list is located on page seven .

Qualified: a person whose professional discipline has formal qualifications .

Receipt: given to you by your provider in hard-copy or soft-copy (online) to specify the amount already paid for the services given to you .

Registered: a person whose professional discipline is registered by a Board for that profession .

Security token: a token you need to make any payments online from your IF bank account . The security token displays a six-digit number which changes every 60 seconds . When making a payment through online banking, you will be asked for the number that is currently displayed on your security token .

Introduction

What is this booklet about? This booklet is about Individualised Funding (IF) . It includes information about how IF works and what you need to do when you use IF .

In this document, we explain:

• Individualised Funding

• The responsibilities of you, the TAC and your providers

• Your annual allocation of funds

• Organising your services

• Managing your money

• Paying for your services, including using online banking

• Your responsibilities and rights

What is Individualised Funding? Individualised Funding (IF) is a way for people with a severe injury to manage the services they need due to their transport accident . IF recognises the importance of people’s right to have choice and control over their services, and the need for services to be flexible .

If you are eligible for IF, you receive a monthly allocation of funding and accept responsibility for arranging your services to meet your needs . Money for your services is paid each month into an IF bank account that the TAC will set up for you . You then pay your providers directly through online banking or with a debit card .

You keep your invoices and receipts to show the TAC if requested .

For example, rather than the TAC paying directly for six hours of home services, nine hours of attendant care and one hour of gardening, you receive money from the TAC for these services . You can then use this money for these services and change the hours or services in a way that suits you .

The TAC website has a policy specific to IF .

3

Money for yourservices is paidmonthly into anIF bank account.

How does Individualised Funding work? After the TAC advises of you of the monthly allocation of funds you will receive, you will need to plan, organise and pay for your services . The following diagram is a guide to how this might work for you each month .

I contact the TAC if there

is a significant change in

my life

START

I plan my My monthly services with my allocation is

provider and budget deposited on the to make sure I have first business day enough money for of the month

my services

I receive services fromHow does my provider

Individualised Funding work?

If my needs I pay mychange, I know provider withI can change my debit card or services to suit online banking

at the time

I use my I keep myonline banking receipts in case

to track my the TAC asks spending to see them

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Responsibilities in Individualised Funding The roles of the TAC, your providers and you when you use IF:

You: • Budget so that you can receive the services

you need .

• Choose providers who hold a certificate of business/incorporation registration and are appropriately qualified and experienced .

• Choose your services according to what you need .

• Pay your providers with debit card or online banking .

• Keep receipts and invoices .

• Change your services when your needs change to ensure you’re getting value for money and services that meet your needs .

Your providers: • Will work directly with you to meet your needs

and achieve your goals .

• Provide you with an invoice or receipt for services received and payments you make .

• Talk to you regularly about how the service they are providing is meeting your needs .

The TAC: • Deposits your monthly allocation into your

IF bank account on the first business day of each month .

• Available for you to discuss any changes in your life or needs .

• Can arrange services you need that are not on the list of IF purchasable services (if eligible and approved) .

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You chooseyour servicesaccording to whatyou need.

Getting Started

Calculating your annual allocation It is important to the TAC that your annual allocation allows you to access the purchasable services you need due to your transport accident .

The TAC will calculate an annual allocation that is tailored to you . The calculation will be based on a variety of information including how you have used services with the TAC before . If you do not have a suitable history (e .g . if your accident was a relatively short time ago) the TAC will take reasonable steps to develop an allocation for you and may look at other measures, including the severity of your injuries and time since your injury .

Individual Funding Agreement The Individual Funding Agreement (IFA) is a legal document that you must sign to use IF .

The IFA is an agreement between you and the TAC that is used when you are managing your own funds .

After you have accepted the TAC’s allocation offer, the TAC will send you a decision letter confirming your allocation . The IFA will be enclosed with this letter .

Life Area Needs Self-Assessment (LANSA) The TAC will ask you to complete a Life Area Needs Self-Assessment (LANSA) questionnaire . This questionnaire contains questions about your accident-related support needs and your ability to manage your own funds and services . Your answers will help the TAC understand your needs and how we may be able to support you to self-manage your IF allocation . The LANSA will form part of the ongoing reviews of your annual allocation each year and you will complete the LANSA at each review .

Your offer The TAC will send you a letter of offer detailing the annual allocation of funds the TAC could pay to you . Once you have accepted the offer, the TAC will send you a decision letter to formalise your annual allocation .

Tools available to you

My Plan The Planning Tool (My Plan) is a tool that you can use to set goals and manage your services . It includes templates that can be used to record information about yourself and your goals to then share with your providers, as well as a contacts list . You can use My Plan to look back on your progress and achievements .

You have the choice to plan in a way that suits you; the Planning Tool is an optional tool and you may like to plan your goals in another way .

The TAC will introduce you to the Planning Tool after you have accepted your offer .

Budgeting and scheduling tool The budgeting and scheduling tool is an optional tool that you can use to plan how you spend your monthly allocation of funds . It can be used to record your appointments and services, including how much these services cost and when the appointment is . The TAC will show you how to use the budgeting and scheduling tool . There is more information about this tool in the section of this handbook titled ‘Managing Your Money’ .

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Organising your services

Which services can Individualised Funding be used for? There is a list of services that you can purchase with the money you receive in IF . This list is also referred to as the ‘purchasable services’ list .

Purchasable services: Acupuncture

Attendant care

Audiology

Child care*

Chiropractic

Community group programs

Dietetics

Equipment that costs less than $1,000 per item, inclusive of delivery

Gym and swimming programs

Home services/Domestic services (including gardening)

Nursing

Occupational therapy

Orthoptics

Osteopathy

Physiotherapy

Podiatry

Psychology

Respite

Social work

Speech pathology

Specialist disability laundry services *(Only if eligible under section 60(2)(c)

of the Transport Accident Act 1986)

Any equipment purchased through the above services is a purchasable service if the cost is less than $1,000 per item, inclusive of delivery . If equipment costs more than $1,000 it is not a purchasable service, even if it is through one of the above listed services .

If you need services other than those on this list, you may still be entitled to receive them . If approved, they will be organised and paid for by the TAC, not with your IF money . You should contact your Support Coordinator if you need services other than the purchasable services .

Which services cannot be purchased on Individualised Funding? You cannot use your allocation to purchase any of the following services:

• Services for a person other than you (except for child care) .

• Services that cannot be funded by the TAC .

• Services for a condition that existed before a transport accident or that is not a direct result of a transport accident .

• Urology equipment when you have a valid continence prescription form . When you have a valid continence prescription, these costs are not paid from your monthly allocation of funds . The TAC arranges the payment of this equipment . See ‘ordering continence equipment’ on the next page for more information .

• Maintenance for equipment when you have preventative maintenance approved by the TAC .

• Services not on the list of purchasable services .

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Ordering continence equipment Continence equipment is not paid for with your allocation of funds . All continence equipment orders with Independence Australia will be automatically invoiced to the TAC if you have a continence prescription .

The process for ordering continence equipment has been streamlined to give you greater control over your ordering so that you do not have to store unnecessary amounts of equipment .

See below for a step-by-step guide to ordering .

Call your IF Support Coordinator to check that your continence prescription (valid for up to two years) has been provided to Independence Australia (You will also be provided with a copy for your records) .

Call Independence Australia directly to order the amount of continence items you require and confirm when you would like them to be delivered (please note, Independence Australia will be unable to provide any continence items not listed on the approved script) .

Independence Australia will automatically invoice the TAC for this order . DO NOT pay for any continence equipment from your IF funds allocation .

Repeat Step 2 whenever you are running low and would like a delivery .

Should you need to have your prescription changed at any time, or if your prescription is due to expire, please contact your IF Support Coordinator .

3 STEP

4 STEP

5 STEP

2 STEP

1 STEP

Choosing your providers As an IF client, you can choose the appropriate provider that best suits your needs for your purchasable services . Deciding which provider is right for you can depend on where you live and the type of service you need .

You should ask lots of questions when considering providers so that you can make informed decisions before entering into agreements with your providers . You may also like to think about your own preferences and expectations of a provider . Your provider should not only hold the relevant registrations and qualifications, but be best for you and your needs .

Speak to providers who offer services where you live to help make your decision . You may also want to speak with your family, support network, or Support Coordinator .

The TAC suggests that you think about five areas when choosing your providers:

Professional registrations, accreditation, 1 certification and qualifications

2 Innovation and value

3 Experience

4 Person-centred approaches

5 Location, accessibility and flexibility

1 . Professional registrations, accreditation,certification and qualifications When using IF, you must choose providers for purchasable services who hold a certificate of business/incorporation registration and are appropriately qualified and experienced . This means providers are established as a business and hold the appropriate level of insurances and occupational health and safety certificates . Health practitioners must hold the relevant professional registrations, including registration with the Australian Health Practitioner Regulation Agency (AHPRA) where applicable . Disability service providers (e .g . Attendant Care and Community Group Programs) should be accredited/certified with the relevant state or federal disability service industry standards .

The TAC has a provider search tool to help you source and check if your providers are appropriately registered and qualified via the national regulation agency or relevant peak body . This tool is available on the TAC website under ‘Individualised Funding’ . You can ask your provider to show you their certificates of qualification, registrations and accreditation .

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You can also refer to the Schedule 3 for TAC Individual Funding Agreements (Approved Services) on the TAC website . This provides links to the appropriate TAC policy and fee schedule depending on the purchasable service .

2 . Innovation and value Innovation is proactively looking at ways to deliver a service that best meets your needs . It may give you a better service, save you time, or provide better value for money . For example, the option to have night-time on-call attendant care if you don’t need a carer for the entire night .

You may like to consider whether there are any innovative services available that may give you better value than traditional services and discuss this with your provider . For example, does the provider have tailored services that are not one-size-fits-all?

To help you in your fee discussions, you can find the relevant TAC Policy and Public Fee schedule on the TAC website . The fee schedule sets out what the TAC would pay for purchasable services .

Page 12 of this booklet also has some handy hints on getting value from your allocation of funds .

3 . Experience of organisation and its employees Your provider’s previous experience can include the services they have offered, how long they have been practising, where they have practised and any areas they have a particular focus on .

Some of the things you might like to think about or ask:

• What is the provider’s history and experience in providing services to people with similar needs to yours?

• Is the provider (and its employees) suitably experienced to cater for your needs?

• What training, qualifications and accreditations have they completed?

Person-centred approaches focus on:

F – FREEDOM

R – RESPECT

E – EQUALITY

D – DIGNITY

Source: Victorian office of the public advocate

Some of the things you might like to think about or ask:

• Does the provider allow you to voice your ideal services and can they tailor services to you or have existing services available to meet your needs?

• How would the provider involve you in selecting the people who you would work with?

• Does the provider match staff to you as much as possible? (e .g . gender, age, interests, cultural considerations) .

• Would the provider arrange consistency of staff if you access their services multiple times?

• Will the provider and its employees do things with you rather than for you?

• Does the provider promote opportunities to maximise your independence by building your capability, confidence and autonomy?

• Do the provider’s mission and/or vision statements align with your values?

• If you, or a member of your support network, has a problem or complaint, what is the process for raising this?

• How does the provider communicate with you?

• How does the provider communicate any new services or options that you may benefit from?

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• Are there other clients or families you can contact as referees?

• Are you able to spend time viewing the provider’s service so that you can see for yourself?

• Are there a sufficient numbers of employees to provide services to meet your needs?

4 . Person-centred approaches Person-centred approaches focus on the person as an individual by promoting their views and goals . It centres on a person’s ability to live their life the way they want to, wherever possible .

• Does the provider engage the people it supports in meaningful activities that stimulate mental and physical independence?

5 . Location, accessibility and flexibility It is important that you are able to get to your provider’s premises at a time that works for you and that you can easily access the space in which you will receive your service .

Some of the things you might like to think about or ask:

• Is the provider close to your home?

• Does the provider have the option of “on call” or “flexible care hours?”

• Is the provider’s premises accessible for you?

• Are you able to access the provider’s premises yourself? For example, with easy parking or via public transport?

• What are the provider’s emergency procedures? For example, what after-hours contacts are available?

• What are the working hours? For example, what is the latest or earliest time an attendant care worker can come to your home?

• How long will it take before the service starts?

• Are attendant care workers able to help with shopping or leisure activities?

• What service agreements, if any, does the provider require?

Entering into an Individual Service Agreement with providers For regular services, your provider may request that you enter directly into an Individual Service Agreement (ISA) with them . Agreements should meet and make clear what you (and your administrator/guardian, if applicable) can expect from the provider of the service . It should also make clear what your provider expects of you (and your administrator/guardian, if applicable) .

Some examples of what an ISA might include:

• Specific details of the services and how they will be provided .

• The cost of the service and any rules about charges or payments . For example, notice periods for cancellations of appointments, payment method (such as EFTPOS, BPay or EFT .)

• Agreement of how the provider and its employees will treat you and your family/network, as well as how you and your family/network will treat them . For example, will the provider use person-centred approaches?

• Agreement of what information you will need to tell the provider if your circumstances change .

• The provider’s privacy statement and how it will treat your personal information .

• The provider’s complement and complaints policy so you know how to tell your provider if you have any problems with the service .

• A section for you (and your guardian, if applicable) to sign the agreement, ensuring you understand it, agree to it and will do the things you have committed to .

• The length of the agreement, review periods and any circumstances where the agreement can be changed or cancelled . For example, the notice the provider will give you before they stop the service and the notice you must give the provider to stop the service .

Any changes to an agreement would need to be agreed to by the provider and you .

The ISA is about your services, so remember to ask questions, talk through how it will work day-to-day, and provide suggestions if it is not meeting your needs .

Providers who do not know about the TAC and Individualised Funding You can now have self-managed arrangements with providers without the need for them to have any contact with the TAC for approvals or submission of reports . If a provider still has questions about the TAC’s IF model, you can direct them to the TAC’s website for more information .

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Managing your money

Banking

Receiving your money The TAC will send you a letter detailing your approved IF monthly allocation of funds, including when you will receive your first payment . Your monthly allocation is a fixed amount of money deposited on the first business day of each month . A business day is a day the bank is open .

To receive your payment you must sign the Individual Funding Agreement (IFA) . The IFA is an agreement between you and the TAC which allows the TAC to make payments to you . It outlines the terms and conditions you need to abide by when using your IF bank account to pay for purchasable services . After you sign the IFA, the TAC will set up your IF bank account with Westpac .

Accessing Westpac online banking Your IF bank account will be accessible through online banking . The particular form of online banking that the TAC uses with Westpac is called ‘Corporate Online’ .

The TAC will show you how to use your online banking and provide printed ‘how-to’ guides . These guides are also available through your Westpac online banking portal (Corporate Online) in the section called ‘User Guides’ .

The ‘User Guides’ section has several resources that will help you do your online banking, including:

• ‘Getting Started’: this is a guide on how to use the online banking portal .

• ‘Domestic payments in Australia’: this shows you how to set up a new provider for payment and/or pay a provider with a funds transfer .

• ‘BPAY Payments’: this shows you how pay a provider with BPAY .

Your online banking and the User Guide section can be accessed at https://online .corp .westpac .com .au/

If you have ongoing difficulties using your online banking portal, contact the TAC for help .

Business days

Online banking password You need your password to log in to online banking . The TAC will give you your first password then it is your responsibility to change it every 90 days .

Security token and token password To provide extra security for your online payments, the TAC will give you an electronic security token that looks like this:

When you enter the area of your online banking to make a payment, you will be asked for the six-digit number on your security token to process the payment . This number will change regularly .

Your security token has a password . The token password is different to the password you use to login to online banking . You should enter this password when you are asked for your “token password .”

Paying by debit card When using your debit card to pay, you will be prompted to select which account the debit will be made from . You should select the ‘credit’ option . Your debit card has a daily limit of $200 .

Handy hints for keeping your bank account secure • Always log out to prevent unauthorised individuals

from accessing your online banking .

• You can reset your password yourself, but you can also contact the TAC to help reset your password .

• Notify the TAC and Westpac if your personal details change .

• If you lose your security token or debit card,

The deposit of your monthly allocation is the first business day of the month . Westpac does not include weekends or national public holidays as business days .

contact Westpac on 1300 134 291 and the TAC .

11

Planning your spending

Planning how you will spend your monthly allocation Individualised Funding (IF) allows you to have control over your services and how you spend your money .

If you would like support with this, the TAC can introduce you to a budget and scheduling tool . It can help you plan how you spend your monthly allocation of funds and track how much you have spent . The tool can also show you how increasing, decreasing or changing some of the services you receive will impact your planned budget . This is an optional tool . You can use the budget and scheduling tool if it works for you .

Everyone is different and can budget and track their spending differently, so it is important that you find a way that works for you . If you like the budget and tracking tool, then you can use it each month to plan and track your spending . There are a number of budgeting websites, tools and apps online that you may also like to use . You might like to ask family and friends for their tips on budgeting .

At first it may seem difficult to budget and keep track of what you have spent, but it will get easier as you get used to managing your own services, and your IF Support Coordinator can help you .

Money you save You can change your services to save your funds for purchasable services you might need for a special event, such as a holiday or a day out .

The TAC will only contact you if the amount in your IF bank account exceeds 20% of your total annual allocation . If this happens, the TAC will discuss whether IF is meeting your needs .

Handy hints for making the most of your money • The way you spend your money is flexible . If you

reduce the number of attendant care hours you need one week, you can use the saved hours on additional attendant care at a later date, or you might like to use the money you saved on a different purchasable service .

• Think about what will suit your immediate needs rather than what you have always done . Is there another purchasable service that would give you the same or better result? Is it the same or better quality of service? Is it better value for money?

• Plan ahead as much as you can . If you know that you will need additional attendant care to go on a holiday or to attend a special event then you can find ways to save now .

• Some things can’t be planned for, so try to have some extra money saved . If something comes up that you haven’t planned for, such as a last-minute event, you can use your saved money .

• Ask your provider for a schedule of their fees so you know their rates at different times, such as public holidays or weekends . This will help you plan ahead .

• Check how much notice your provider needs to change or cancel your appointment . If you do not give the required notice, you may be charged for part or all of your appointment .

• Check the terms of payment on the invoice you receive from your provider . Some providers may charge you an additional fee if payment is late .

IndividualisedFunding allowsyou to have controlover your services

and how you spendyour money.

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Paying for your services

Ways to pay your provider Your Individualised Funding bank account allows you to pay your providers in person with your debit card or online with an Electronic Funds Transfer (EFT) or BPAY .

This table shows how to pay for your service depending on how your provider bills you, and the records you must keep .

Service type Way to pay record to keep Appointment with a provider which has EFTPOS facilities

With your debit card Receipt of payment . File somewhere safe .

Appointment with a provider which has NO EFTPOS facilities, but can email an invoice .

By EFT or BPAY using the invoice the provider emails to you .

Electronic invoice . File on your computer .

Appointment with a provider which has NO EFTPOS facilities, but can post an invoice .

By EFT or BPAY using the invoice the provider posts to you .

Paper invoice . File somewhere safe .

Note: Your debit card has a daily limit of $200 . If a service costs more than $200, you should use an invoice to pay by EFT or BPAY through online banking .

You cannot withdraw cash using your direct debit card . You cannot pay for your purchasable services with cash .

To make an online payment, please follow the instructions in the Westpac documents ‘Domestic payments in Australia’ or ‘BPAY Payments’, depending on whether you’re paying by funds transfer or BPAY . Refer to ‘Getting Started’ for general items about your online banking portal and electronic security token . Consult the ‘User Guide’ section on Corporate Online for more in-depth information .

The TAC can help if you experience problems using online banking .

Referencing a funds transfer When making a funds transfer, you will be asked to provide two references; your own reference for the payment, and a reference for the payee (the provider you’re paying) .

SteP 1: Your reference You will be asked to enter a description for your payment . This description will refer to “the reference that will be displayed on the debit account’s bank statement .” This means that what you enter in this description box will show on your statement .

Enter the invoice number in the description box . You may also like to include a reminder of what the service was in the description . For example, 100001_PHYSIO

SteP 2: Your Provider’S reference You will be asked to enter a description for your payment . This description refers to “the reference that will appear on the beneficiary’s statement .” This means that what you enter in this description box will show on your provider’s bank statement .

Unless your provider requests otherwise, the TAC suggests that you use the invoice number and your surname as the description . For example, 100001_JOHNSON

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Your responsibilities and rights

Responsibilities when using Individualised Funding: Managing your funds is a great way to gain greater independence but it is also an important responsibility that you need to be willing to take on .

When using Individualised Funding (IF), you need to:

• Make decisions about the services that will best suit your immediate needs .

• Choose your providers .

• Talk to your providers if you want to change your services, such as cancelling or rescheduling, or changing providers .

• Use a debit card and online banking to pay for your purchasable services .

• Keep to your budget .

• Keep records of your payments, including invoices and receipts .

• Tell the TAC if your ability to manage your own funds changes or your needs change significantly .

You might be able to do these by yourself or you might have family, friends or another person who can help you with these responsibilities .

Records you must keep You should request a receipt for every service you receive . The TAC may request to see your receipts for auditing purposes . Auditing is conducted to ensure that money is spent on purchasable services .

As a minimum, the TAC suggests that all receipts and invoices include the following information, where possible:

• Your name .

• Service type and amount .

• Date you received the service .

• Total cost .

If your invoices show this information as a minimum, it will make the auditing process much easier for you and the TAC .

If the invoice is more than $75 without GST ($82 .50 including GST), the Australian Taxation Office (ATO) requires the invoice to be GST-compliant . You should request a GST Compliant Tax Invoice from your provider . Your provider will know about these requirements .

If you would like more specific information about GST Compliant Tax Invoices, please visit the ATO website:

www .ato .gov .au and search “valid tax invoice” .

Handy hints for efficient record-keeping • Remember, when you pay an invoice, it becomes

your receipt .

• It is a requirement of the ATO that you keep all receipts for seven years .

• Create a folder on your computer for IF Services and save electronic invoices into this folder once you have paid .

• Keep a special folder or box especially for receipts and paper invoices .

• Regularly back up your computer .

• Use identifying filenames . When saving electronic invoices, change the invoice filename to identify the date you paid for the service . For example, for a physiotherapy appointment you paid on 13th October, 2013, you might use: Physiotherapy_131013 .

• File paper invoices and receipts in month order . This will make it easier for you to find the correct receipt if the TAC requests it .

• Check that your invoice or receipt shows the details the TAC needs .

• Receipts received after paying with your debit card can fade . The TAC suggests that you photocopy these receipts or scan them and save onto your computer .

Reviews and progress checks with the TAC Your Support Coordinator will perform progress checks with you three and six months after you receive your first IF monthly allocation . These check-ins are important for the TAC to ensure your monthly allocation is meeting your needs .

As you near the end of your first year using IF, your Support Coordinator will contact you again to review how IF is working for you . You might like to discuss the Planning Tool (if you have decided to use this tool) and how you’re working to achieve your goals .

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If your circumstances change You are responsible for contacting the TAC if something significant in your life changes that will have an effect on the services you need or your ability to manage your own funds .

The TAC can review your annual allocation if the change is something that means a change to your ongoing needs .

Contact your Individualised Funding (IF) Support Coordinator to discuss any changes .

Holidays One of the great things about IF is the flexibility of how you spend your allocation . It allows you to save for purchasable services you might need for an event or holiday . For example, you might decide to reduce your attendant care hours by a few hours per week for a period of time in order to afford to have an attendant carer accompany you on holiday .

We suggest you contact your IF Support Coordinator to discuss your holiday needs .

Complaints about a service Under IF, you will manage your money and your providers, so your relationship with your provider is very important . You and your provider need to work together to make sure the service you’re getting is meeting your needs . If you encounter any problems with a service, such as a provider not turning up on time, or billing you for a service it did not provide, there are a number of things you can do .

• Speak with your provider about your concerns . It may be something that be cleared up quickly and simply .

• Your provider may have a complaints process already set out . This is often the case in big agencies, such as attendant care . You can call the agency directly or check their website .

• Contact your IF Support Coordinator if you are unable to resolve the issue directly with your provider or do not feel comfortable speaking with your provider .

Peer support Peer support is when a group of people with a shared interest come together to provide knowledge, experience, emotional, social or practical help to one another . Peer support can include a range of activities, from informal conversations to more formal facilitated group discussions . Peer support groups should be free informal groups that you can access in your community face to face, online or both .

Peer support groups can offer an opportunity to:

• Share experiences of innovation and good services in the sector .

• Share experiences of managing and purchasing supports and services .

• Empower people to make informed decisions .

• Grow a diverse network of peers .

There are many peer support groups in Victoria and across Australia . These can include groups that focus broadly on choosing, managing and paying for your supports or can be specific to disability groups . If you would like the TAC’s help in sourcing a peer support group that meets your individual needs, please speak to your Support Coordinator .

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Process of moving to and using Individualised Funding There are a few things that the TAC will need to do to set you up to start using Individualised Funding (IF) .

Below is a list of letters, appointments (in person or over the phone) and progress checks that you will have with the TAC once you have been deemed eligible for IF . The TAC will support you through this process to help you move to IF .

KEY

A document the TAC sends to you that you need to action

A meeting with the TAC (in person or over the phone)

A letter the TAC sends you to inform you of an offer or decision

A progress check the TAC will do with you

1 The TAC sends you the Life Areas Needs Self Assessment (LANSA .) 7 You have a fourth meeting with the

IF Specialist . At this meeting you will: • Be shown how to use online

banking . • Be given your security token,

card and PIN so you can access your money .

2 You have a first meeting with the IF Specialist . • Discuss your answers to the

LANSA and how your services might look in the future .

3 The TAC sends you a letter of offer, detailing your annual allocation of funds .

8 The TAC sends you a letter to advise when the first monthly allocation payment will occur .

4 You have a second meeting with the IF Specialist . • Draft a plan and schedule of

services, if you decide to use one . • Discuss the Individualised Funding

Agreement (IFA) .

9 The TAC sends you a letter to advise that you have formally moved Support Coordinators and will now have the an Individualised Funding Support Coordinator (IFSC) as your primary contact at the TAC .

5 The TAC sends you the IFA and a decision letter about your allocation of funds .

10 Once money is deposited into your account, you start using IF . Refer to the diagram on page 4 to see how this might work for you .

6 You have a third meeting with the IF Specialist . At this meeting you will: • Complete the forms we need

to open a bank account for you . • Provide identification we can

photocopy and use to open a bank account for you .

• Be shown how to use the budget tracking tool, if you decide to use it .

• Receive forms you can use to collect your providers’ banking details and notify them that you are going to use IF .

11 Three months after your first payment, your IFSC contacts you for a progress check .

12 Six months after your first payment, your IFSC contacts you for a progress check .

13 Each year, your IFSC contacts you to review if IF is meeting your needs .

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Who to contact You should contact your Support Coordinator if you have questions about Individualised Funding .

Telephone 8 .30am to 5 .30pm, Monday to Friday

1300 654 329 (local call)1800 332 556 (toll-free outside the Melbourne metropolitan area)

Address 60 Brougham Street Geelong VIC 3220

Mailing address TAC GPO Box 2751 Melbourne VIC 3001

Website www .tac .vic .gov .au

©Copyright Transport Accident Commission, 2014

For information about the TAC in your own language, call one of the numbers listed here

Tieng Viet