Terms & Conditions

Care Avenue Pty Ltd

1. About Care Avenue

Care Avenue Pty Ltd (ABN: 72 657 838 894) ("Care Avenue", "we", "us", "our") is an NDIS registered provider offering disability support services across New South Wales. Our registered office is located at Suite 3, 105 Wigram Street, Harris Park NSW 2150.

2. Acceptance of Terms

By accessing our website (careav.com.au), engaging our services, or entering into any agreement with Care Avenue, you ("Client", "Participant", "you") acknowledge that you have read, understood, and agree to be bound by these Terms & Conditions.

3. Services Provided

Care Avenue provides the following NDIS-funded support services:

  • Daily Living and Life Skills Support

  • Community Participation

  • Day Programs

  • Transport Support

  • Support Coordination

  • Accommodation Support

3.1 Service Delivery

  • Services are delivered in accordance with your approved NDIS plan

  • All services comply with NDIS Practice Standards and Code of Conduct

  • Service delivery is subject to availability of qualified staff

  • Services may be modified based on your changing needs and NDIS plan reviews

3.2 Service Quality

  • We maintain registration with the NDIS Quality and Safeguards Commission

  • All staff undergo appropriate screening, training, and professional development

  • We adhere to person-centred, culturally respectful support practices

  • Regular quality reviews and feedback collection are conducted

We do not sell or rent personal information. We do not use your personal information for direct marketing without your consent.

4. Client Responsibilities

4.1 NDIS Plan and Funding

  • You must provide accurate and current information about your NDIS plan

  • You are responsible for managing your NDIS budget within approved funding limits

  • You must notify us of any changes to your NDIS plan or funding

  • You acknowledge that services may be suspended if funding is exhausted

4.2 Participation and Communication

  • You agree to participate actively in service planning and review processes

  • You must provide reasonable notice for service changes or cancellations

  • You agree to treat our staff with respect and courtesy

  • You must inform us of any changes to your health, medication, or support needs

4.3 Safety and Compliance

  • You must provide a safe environment for service delivery

  • You agree to follow safety procedures and risk management plans

  • You must inform us of any incidents, accidents, or complaints promptly

  • You consent to mandatory reporting requirements where applicable

5. Our Responsibilities

5.1 Service Standards

  • We will deliver services in accordance with your NDIS plan and service agreement

  • We maintain appropriate insurance coverage and professional indemnity

  • We ensure staff are appropriately qualified, trained, and supervised

  • We comply with all relevant legislation, standards, and regulatory requirements

5.1 Service Standards

  • We protect your personal and sensitive information in accordance with privacy laws

  • We maintain confidentiality except where disclosure is required or authorized

  • We implement appropriate security measures for information handling

  • We provide access to your records upon reasonable request

5.3 Cultural Responsiveness

  • We provide culturally appropriate and inclusive support services

  • We respect your cultural background, beliefs, and preferences

  • We accommodate language and communication needs where possible

  • We promote dignity, choice, and independence in all service delivery

6. Fees and Payment

6.1 NDIS Funding

  • Services are generally funded through your NDIS plan allocation

  • We claim payment directly from the NDIS for approved services

  • You may be responsible for any services exceeding your plan budget

  • Private fee arrangements may apply for non-NDIS funded services

6.2 Payment Terms

  • NDIS claims are submitted within required timeframes

  • Any private fees are payable within 14 days of invoice

  • Outstanding payments may result in service suspension

  • Payment disputes should be raised promptly for resolution

7. Cancellation and Changes

7.1 Service Cancellation

  • You may cancel services by providing 48 hours notice where possible

  • Emergency cancellations are accepted without penalty

  • Repeated short-notice cancellations may affect service availability

  • We reserve the right to cancel services due to safety concerns or breach of terms

7.2 Plan Changes

  • Service modifications require mutual agreement and documentation

  • Changes affecting funding must be approved through NDIS processes

  • We will work with you to accommodate reasonable service adjustments

  • Significant changes may require updated service agreements

8. Complaints and Feedback

8.1 Internal Complaints Process

  • We maintain an accessible complaints handling process

  • Complaints can be made verbally, in writing, or through our website

  • We investigate complaints promptly and provide written responses

  • You have the right to have a support person assist with complaints

8.2 External Review

  • You may lodge complaints with the NDIS Quality and Safeguards Commission

  • Contact: 1800 035 544 or www.ndiscommission.gov.au

  • You may also contact the Commonwealth Ombudsman if required

  • Legal advice may be sought for serious disputes

9. Risk Management and Safety

9.1 Risk Assessment

  • We conduct regular risk assessments for all service delivery

  • Risk management plans are developed collaboratively

  • Safety incidents are documented and investigated

  • Continuous improvement measures are implemented

9.2 Duty of Care

  • We maintain duty of care obligations during service delivery

  • Emergency procedures are established and communicated

  • Staff are trained in first aid and emergency response

  • Critical incidents are reported to relevant authorities

10. Limitations and Liability

10.1 Service Limitations

  • Services are subject to staff availability and scheduling constraints

  • We cannot guarantee specific outcomes from service delivery

  • Services may be affected by circumstances beyond our reasonable control

  • We are not liable for decisions made by NDIS regarding plan funding

10.2 Liability Exclusions

  • Our liability is limited to the extent permitted by law

  • We are not responsible for property damage during service delivery unless due to negligence

  • Personal items and valuables remain your responsibility

  • Third-party service provider issues are not our responsibility

11. Confidentiality and Information Sharing

11.1 Information Use

  • Personal information is collected and used for service delivery purposes

  • Information sharing requires consent except where legally required

  • Records are maintained according to professional standards

  • Information is shared with NDIS and other agencies as authorized

11.2 Third Party Disclosure

  • Information may be shared with healthcare providers, family members, or advocates with consent

  • Emergency disclosures may occur to protect health and safety

  • Legal obligations may require disclosure without consent

  • You may restrict information sharing through formal processes

12. Technology and Communications

12.1 Digital Services

  • Our website and digital platforms are provided "as is"

  • We implement reasonable security measures for online interactions

  • Technical issues may occasionally affect service availability

  • Electronic communications are considered valid and binding

12.2 Data Security

  • We maintain appropriate cybersecurity measures

  • Data breaches are managed according to privacy law requirements

  • Regular backups and recovery procedures are maintained

  • You are responsible for protecting your own login credentials

13. Intellectual Property

All content, trademarks, and intellectual property on our website and in our materials remain the property of Care Avenue or our licensors. You may not reproduce, distribute, or use our intellectual property without written permission.

14. Governing Law

These Terms & Conditions are governed by the laws of New South Wales, Australia. Any disputes will be subject to the exclusive jurisdiction of the courts of New South Wales.

15. Modifications and Updates

We may update these Terms & Conditions periodically. Changes will be communicated through our website and direct notification where required. Continued use of our services constitutes acceptance of updated terms.

16. Severability

If any provision of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

17. Contact Information

For questions about these Terms & Conditions, please contact us:

Call us: 1800 840 234

Visit us: Suite 3, 105 Wigram St, Harris Park NSW 2150

Website: www.careav.com.au

Copyright 2025. CareAvenue. All Rights Reserved.