1. Agreement
These Terms and Conditions (“Terms”), together with your signed Service Agreement and your NDIS Plan, form the complete agreement (“Agreement”) between Hello Home Care (ABN: 25675948615) (“we”, “us”, “our”) and you, the Participant (“you”, “your”). By accepting our services, you agree to be bound by these Terms.
2. Our Services
We agree to provide you with the disability support services (Services) as detailed in your individual Service Agreement. The Service Agreement will specify:
The types of support and activities.
Scheduled times and locations.
The staff responsible for delivery.
Any costs to you.
All Services are delivered in accordance with the NDIS Practice Standards, the NDIS Code of Conduct, and all relevant Australian laws.
3. Your NDIS Plan & Funding
Our Services are designed to assist you in achieving the goals outlined in your NDIS Plan.
You confirm that the Services you request from us are reasonable, necessary, and funded under your current NDIS Plan.
It is your responsibility to ensure your NDIS Plan has sufficient funds for the Services.
We will not provide Services that are not covered by your NDIS funding without prior written agreement on alternative payment.
4. Fees & Payment
Our fees are set according to the current NDIS Pricing Arrangements and Price Guide published by the National Disability Insurance Agency (NDIA).
For NDIA-managed plans: We will claim payment directly from the NDIS portal.
For Plan-managed or Self-managed plans: We will issue invoices to you or your Plan Manager. Invoices are payable within 14 days of issue.
You are responsible for any fees associated with funding that is depleted, not yet available, or for supports not covered by the NDIS.
5. Your Responsibilities
To help us provide safe and effective Services, you agree to:
Provide accurate and complete information about your needs, goals, and any risks.
Treat our staff with respect and provide a safe working environment.
Provide reasonable notice for cancellations (see Section 6).
Inform us of any significant changes to your NDIS Plan, health, or circumstances.
Advise us of any court orders, behaviour support plans, or other relevant legal documents.
6. Cancellations & Changes
We require a minimum of 7 days’ notice to cancel or reschedule a scheduled service without charge.
If you cancel with less than 7 days’ notice, we reserve the right to charge a cancellation fee of up to 100% of the agreed fee, in line with the NDIS Cancellation Policy, unless the cancellation is due to unforeseen illness or emergency.
We may cancel a service due to staff illness or unforeseen circumstances and will provide you with as much notice as possible.
7. Privacy & Confidentiality
We collect, use, and store your personal and sensitive information in strict compliance with our Privacy Policy (available on our website) and the Privacy Act 1988 (Cth). You consent to this collection as necessary to provide the Services.
8. Termination
By You: You may terminate this Agreement by providing us with [e.g., 14 days] written notice.
By Us: We may terminate this Agreement immediately if:
Your safety or the safety of our staff is at risk.
You seriously or repeatedly breach these Terms.
Your NDIS funding is suspended or cancelled.
Upon termination, you agree to pay for all Services rendered up to the termination date.
9. Liability & Insurance
Our liability is limited to the maximum extent permitted under the Australian Consumer Law.
We hold all insurances required of a registered NDIS provider, including Professional Indemnity and Public Liability insurance.
10. Complaints & Feedback
We are committed to resolving any concerns. Please refer to our Complaints and Feedback Policy (available on our website) for details on how to raise an issue.
11. Governing Law
This Agreement is governed by the laws of the state of Queensland, Australia. Any disputes shall be subject to the exclusive jurisdiction of the courts of Queensland.
12. Contact Us
For privacy-related enquiries or to exercise your rights:
Privacy Officer
Hello Home Care
Email: info@hellohomecare.org
Phone: +61426977340
Address: 27 Goulburn crescent, South Ripley 4306, Qld