Terms and Conditions

Melbourne Support Ability

Effective Date: 7/12/24

These Terms and Conditions (“Terms”) apply to the use of services provided by Melbourne Support Ability (“we,” “our,” or “us”) and to users or participants engaging with our supports, whether under the NDIS or private arrangement. By accessing our services, you agree to these Terms.

1. Service Agreement

Before service delivery begins, a formal Service Agreement will be signed outlining:

  • Type of services to be delivered

  • Duration and frequency of services

  • Pricing (aligned with current NDIS Pricing Arrangements)

  • Participant rights and responsibilities

2. NDIS Compliance

We operate in accordance with:

  • The NDIS Practice Standards

  • The NDIS Code of Conduct

  • All relevant Australian laws, including privacy and safety legislation

Participants must have an active NDIS plan or approved funding to access services under the NDIS pathway.

3. Participant Responsibilities

By accessing our services, participants and their representatives agree to:

  • Provide accurate and up-to-date personal, health, and funding information

  • Treat staff and other participants with respect

  • Notify us in advance of any changes to schedules, needs, or plan management

  • Pay any applicable fees not covered by the NDIS (if agreed in advance)

4. Booking and Cancellations

  • A minimum of 48 hours’ notice is required for cancelling a scheduled support.

  • If insufficient notice is given, a cancellation fee (up to 100% of the scheduled cost) may be charged, in line with NDIS guidelines.

  • Repeated cancellations or no-shows may lead to a review or suspension of services.

5. Fees and Invoicing

  • Fees are charged according to the current NDIS Pricing Arrangements and Price Limits.

  • Invoices will be issued to participants, their plan managers, or NDIA (depending on plan type).

  • Payment is due within 7 days of invoice date unless otherwise arranged.

6. Confidentiality and Privacy

  • We respect your privacy and comply with the Privacy Act 1988 and Australian Privacy Principles.

  • Personal and health information is kept confidential and only disclosed with your consent or where required by law.

  • For more information, refer to our [Privacy Policy].

7. Feedback and Complaints

We value all feedback and take complaints seriously. You can:

  • Speak to a team member directly

  • Contact us via phone or email

  • Request a formal complaint form

Unresolved concerns may be escalated to the NDIS Quality and Safeguards Commission.

8. Duty of Care and Safety

  • All staff are trained and committed to safe, respectful, and person-centred practice.

  • We conduct regular risk assessments and follow strict incident reporting procedures.

  • Participants have the right to feel safe and supported at all times.

9. Ending or Changing Services

  • Participants or their representatives may request to change or stop services at any time with 14 days’ notice.

  • We reserve the right to withdraw services due to safety concerns, repeated cancellations, or non-payment, with written notice.

  • Any changes to your Service Agreement will be discussed and confirmed in writing.

10. Limitation of Liability

While we strive to deliver high-quality support services, Melbourne Support Ability will not be held liable for:

  • Personal decisions or actions made by participants

  • Outcomes outside our control (e.g., funding decisions, third-party actions)

  • Indirect or consequential loss, to the extent allowed by law

11. Website and Digital Services

By using our website or digital platforms:

  • You agree not to misuse, copy, or interfere with our content or systems

  • We make no guarantees as to uptime, availability, or content accuracy

  • Any external links are for informational purposes only

12. Governing Law

These Terms are governed by the laws of Victoria, Australia. Disputes arising under these Terms will be subject to the jurisdiction of Victorian courts.