Terms of service.
Terms of Service for National Disability Compass (NDC)
Welcome to National Disability Compass (NDC). These Terms of Service outline the terms and conditions that apply to the services we provide under the National Disability Insurance Scheme (NDIS). By engaging NDC for support services, you agree to these Terms of Service. Please read them carefully.
1. Services Provided
NDC offers a range of support services to individuals with disabilities as registered under the NDIS. Our services include but are not limited to:
Daily Living and Personal Care
Community and Social Participation
Travel and Transport Assistance
Support Coordination
Household and Gardening Tasks
Capacity Building and Skill Development
All services are provided in line with NDIS guidelines, your NDIS plan, and any service agreement between NDC and the participant.
2. Eligibility
NDC’s services are available to individuals who:
Are participants of the National Disability Insurance Scheme (NDIS)
Have an active NDIS plan
Have service provisions aligned with NDC’s available services
Participants are required to provide up-to-date NDIS plan details and any necessary information related to their care and support needs.
3. Service Agreement
Participants must enter into a Service Agreement with NDC, which outlines the specific services to be provided, their frequency, and the participant’s obligations. The Service Agreement is aligned with the NDIS plan and provides clarity on:
Type of services provided
Duration and frequency of services
Participant’s goals as defined in the NDIS plan
Payment terms and conditions
The Service Agreement is signed by both parties and reviewed periodically in accordance with changes to the NDIS plan or participant needs.
4. Participant Responsibilities
As a participant of NDC services, you agree to:
Provide accurate and up-to-date information regarding your NDIS plan and support needs
Treat NDC staff, other participants, and contractors with respect and courtesy
Pay for services in accordance with the terms outlined in your Service Agreement
Inform NDC of any changes to your NDIS plan, including funding levels and service requirements
Notify NDC at least 24 hours in advance if you need to cancel or reschedule a service. Late cancellations may result in fees as per NDIS cancellation guidelines
Keep NDC informed of any significant changes in your health, condition, or circumstances that may affect service delivery
5. NDC’s Responsibilities
NDC is committed to:
Delivering services in a professional, safe, and respectful manner, in accordance with NDIS Quality and Safeguards Commission guidelines
Ensuring our services meet the participant’s individual needs and goals
Reviewing services in consultation with the participant, especially if their NDIS plan or circumstances change
Protecting participants' privacy and confidentiality in line with NDIS Privacy and Confidentiality guidelines (refer to our Privacy Policy)
Providing services free from abuse, exploitation, neglect, and discrimination
Responding to feedback and complaints promptly and fairly
6. Fees and Payments
NDC services are charged according to the NDIS Price Guide. Service charges are outlined in the Service Agreement and may include:
Hourly rates for direct support
Travel allowances for services requiring transportation
Additional costs such as materials, equipment, or specific program fees
Invoices will be issued regularly in accordance with the terms of the Service Agreement. Payments are typically made directly through the NDIS Portal if NDIS-managed, or through the participant or plan manager if plan-managed or self-managed.
NDC reserves the right to adjust fees in line with updates to the NDIS Price Guide.
7. Cancellation and No-Show Policy
Participants must provide at least 24 hours' notice for cancellation of any scheduled service. Failure to do so may result in a cancellation fee as per the NDIS Price Guide.
For no-shows or late cancellations, NDC reserves the right to charge the full service fee for the scheduled service, in line with NDIS rules.
8. Participant Rights
As a participant of NDC, you have the right to:
Be treated with dignity and respect
Access services that promote your independence, well-being, and social inclusion
Be informed about your care and services
Make informed choices about the services you receive and how they are delivered
Provide feedback or lodge complaints without fear of retribution (see Section 9)
Privacy and confidentiality in accordance with the NDIS Privacy Policy
Have your Service Agreement reviewed and amended as your needs or NDIS plan change
9. Feedback and Complaints
NDC is committed to continuous improvement and values your feedback. If you have any concerns or complaints, we encourage you to raise them with us directly, and we will work with you to resolve the issue.
You can provide feedback or lodge a complaint via:
Our website’s feedback form
If you are not satisfied with our response, you have the right to escalate your complaint to the NDIS Quality and Safeguards Commission.
NDIS Quality and Safeguards Commission:
Phone: 1800 035 544
Website: www.ndiscommission.gov.au
10. Privacy and Confidentiality
NDC is committed to safeguarding your personal information in compliance with NDIS Privacy and Confidentiality Guidelines and the Australian Privacy Principles. We collect and use personal information only for the purposes of delivering services under the NDIS. For further details, refer to our Privacy Policy.
11. Amendments to Terms of Service
NDC reserves the right to modify or update these Terms of Service to comply with updated NDIS regulations or reflect changes in service delivery. Participants will be informed of any significant changes to these terms, and continued use of our services will constitute acceptance of the revised Terms of Service.
12. Contact Information
If you have any questions or need further clarification regarding these Terms of Service, please contact us at:
National Disability Compass (NDC)