Aspire Customer Information

Intake, Service Delivery and Exit

Keeping our customers informed and updated with all things Aspire and NDIS is important. Therefore, throughout 2019 we will be sharing updates and information on different policies and procedures that you need to know, as an Aspire Customer. We will also highlight some of the services available to you.

This information aims to help you understand how Aspire works alongside people with disabilities and their families to achieve their goals and aspirations.

This month we share at Customer Intake, Service Delivery and Exit.

Customer Intake

When choosing Aspire to provide your services there are several ways you may contact us.

Phone: 02 60584000

Email: customerservice@aspiress.com.au

Visit our Office: 220 Borella Road East Albury

Once you have made contact with a Customer Service Team member they will then discuss with you your goals and how we can best support you to achieve your desired outcomes as detailed in your NDIS plan.

The Customer Service Team will then assist you to complete your required paperwork, answer any questions you may have regarding opportunities at Aspire and work with you to ensure the transition into your Aspire Service is as smooth as possible.

Service Delivery

We have a large number of people who will be involved in providing the services you require.

Our staff have access to a broad range of training and development opportunities which aims to continually improve their ability to deliver high quality, professional service.

If at any time you feel your needs are not being met, we ask that you please let us know, so that we can address your concerns.

Service Exit

Customers have the right to terminate their services and their association with Aspire as per their service agreement.

You have the responsibility to notify Aspire if you no longer require a service.

Files will be archived according to legislation and Aspire’s policies and procedures.

Reasons for customer Exit

When participants leave our services, this is referred to as exiting and can happen for a number of reasons, such as:

  • Relocation to an area outside Aspire’s area of service delivery
  • When Aspire’s support schedule and service is no longer able to meet the participant’s needs or assist in achieving chosen goals
  • Transfer to another service provider
  • A lack of available resources or funding
  • The death of a participant using Aspire’s services
  • The participant is unwilling to meet the reasonable conditions required in their support plan affecting the safe delivery of services and the health and safety of Aspire’s staff
  • There are changes in the participant’s condition resulting in support needs above what Aspire can deliver
  • The participant and/or family member/carer engages in behaviour which is unacceptable towards Aspire’s staff, such as violence, abuse, aggression, theft or property damage
  • There is continued non-payment of service delivery fees incurred from supports and services provided.

If, at any time, you have questions about the services Aspire offers, please feel free to contact our friendly Customer Service Team, email customerservice@aspiress.com.au, or phone 02 6058 4000.