Terms of Service

1. About These Terms

These Terms of Service ("Terms") govern your use of the NCS Care website located at ncscare.com.au and the disability support services provided by NCS Care Pty Ltd (ABN 00 000 000 000) ("NCS Care", "we", "us", "our").

By accessing our website or engaging our services, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, please do not use our website or services.

These Terms are subject to the laws of New South Wales, Australia, and the requirements of the NDIS Act 2013 and all associated rules and guidelines.

2. NDIS Services

NCS Care is a registered NDIS provider. Our services are delivered in accordance with:

• The National Disability Insurance Scheme Act 2013 (Cth)
• The NDIS Practice Standards
• The NDIS Code of Conduct
• Any Service Agreement entered into with the participant or their nominee

The specific services, funding arrangements, and terms of your individual support will be set out in a separate Service Agreement signed by you (or your authorised representative) and NCS Care. In the event of any inconsistency between these Terms and your Service Agreement, your Service Agreement will take precedence.

3. Service Agreements

Before commencing services, NCS Care will provide you with a Service Agreement that outlines:

• The supports to be provided and the agreed price for each support
• How and when those supports will be delivered
• How we will work together to review your goals and progress
• Cancellation, suspension, and termination provisions
• How to make a complaint or raise a concern

You have the right to request changes to your Service Agreement at any time. We will work with you to accommodate your needs and preferences wherever possible.

4. Pricing & Payment

All services are priced in accordance with the current NDIS Price Guide and Support Catalogue issued by the NDIA. NCS Care reserves the right to update its prices in line with changes to the NDIS Price Guide.

For participants with plan management, invoices will be submitted directly to your plan manager. For self-managed participants, payment terms will be specified in your Service Agreement. Invoices are due within 14 days of issue unless otherwise agreed in writing.

NCS Care does not charge more than the NDIS price limit for any registered support category.

5. Cancellation Policy

We understand that life is unpredictable. Our cancellation policy is as follows:

• Cancellations with more than 2 business days notice: No charge
• Cancellations with less than 2 business days notice: We may charge up to 100% of the agreed support fee (in accordance with NDIS short-notice cancellation provisions)
• No-shows or cancellations on the day without notice: We may charge the full fee

Cancellation charges are applied in accordance with the NDIS Pricing Arrangements and Price Limits, and we will always act reasonably when applying this policy.

6. Participant Rights & Responsibilities

As an NCS Care participant, you have the right to:

• Be treated with dignity and respect at all times
• Receive services that meet the NDIS Practice Standards
• Make decisions about your own supports and daily life
• Provide feedback, raise concerns, or make a formal complaint without fear of reprisal
• Have your privacy and confidentiality protected
• Access an advocate if you wish (at no cost to you)

We also ask participants to treat our staff with respect, provide reasonable notice of cancellations, and keep us informed of any changes in your support needs or circumstances.

7. NDIS Code of Conduct

NCS Care and all our workers are bound by the NDIS Code of Conduct, which requires us to:

• Act with respect for individual rights to self-determination
• Promote the independence and social and economic participation of people with disability
• Provide supports and services in a safe and competent manner
• Act with integrity, honesty, and transparency
• Promptly take steps to raise and act on concerns about matters that might impact the quality and safety of supports
• Take all reasonable steps to prevent and respond to violence, exploitation, neglect, and abuse

8. Complaints & Feedback

We welcome feedback and take all complaints seriously. You may raise concerns:

• Directly with your support worker or coordinator
• With our management team by calling 0490 103 351
• In writing at Admin@ncscare.com.au or 63 Ridley St, Charlestown NSW 2290

If you are not satisfied with our response, you may also contact the NDIS Quality and Safeguards Commission on 1800 035 544 or at ndiscommission.gov.au.

9. Website Use

You may use this website for lawful personal purposes only. You must not:

• Use the website in a way that causes or may cause damage or impairment to the site or NCS Care
• Copy, reproduce, or republish any content from this website without our prior written consent
• Use the website to transmit unsolicited commercial communications
• Attempt to gain unauthorised access to any part of the website or our IT systems

All content on this website is owned by or licensed to NCS Care and is protected by Australian copyright law.

10. Limitation of Liability

To the fullest extent permitted by law, NCS Care's liability to you for any claim arising from these Terms or the use of our website is limited to the re-supply of the relevant service or the cost of having it re-supplied.

We are not liable for any indirect, incidental, special, or consequential loss or damage arising from your use of our website or any linked websites.

Nothing in these Terms excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law that cannot be excluded, restricted, or modified by agreement.

11. Governing Law

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

12. Changes to These Terms

We may update these Terms from time to time. We will post the updated Terms on this page with a revised effective date. Continued use of our website or services after changes are published constitutes acceptance of the updated Terms.

13. Contact

If you have any questions about these Terms, please contact us:

• NCS Care Pty Ltd
• 63 Ridley St, Charlestown NSW 2290
• Email: Admin@ncscare.com.au
• Phone: 0490 103 351