Terms of Service

1. Introduction

These Terms of Service ("Terms") govern your use of the services provided by Access Coordination Specialists ("we," "our," or "us"). By engaging our services, you agree to be bound by these Terms.

Our services are provided in accordance with the NDIS Act 2013, NDIS Quality and Safeguarding Framework, and all applicable Australian laws and regulations.

2. Our Services

Access Coordination Specialists provides NDIS support coordination services including:

• Support coordination and plan implementation
• Provider search and connection services
• Crisis support and problem resolution
• Plan review preparation and support
• Capacity building and skill development support
• Budget management guidance

All services are provided by qualified and experienced support coordinators in accordance with NDIS practice standards.

3. Eligibility and Requirements

To use our services, you must:

• Be an NDIS participant with support coordination funding in your plan
• Provide accurate and complete information about your needs and circumstances
• Cooperate with our staff in the delivery of services
• Comply with all applicable laws and NDIS requirements
• Treat our staff and other service users with respect and dignity

4. Service Agreement

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

• Specific services to be provided
• Service delivery arrangements and schedules
• Pricing and payment terms
• Rights and responsibilities of both parties
• Complaint and feedback procedures
• Termination conditions

The Service Agreement forms part of these Terms and must be signed before services commence.

5. Pricing and Payment

Our fees are charged in accordance with NDIS pricing arrangements and your individual Service Agreement. Payment terms include:

• Services are charged at current NDIS price guide rates
• Invoices are submitted directly to NDIA or your plan manager
• Any additional costs will be agreed upon in advance
• Cancelled appointments may incur fees as outlined in your Service Agreement

6. Your Rights and Responsibilities

6.1 Your Rights

As our client, you have the right to:

• Receive safe, high-quality services
• Be treated with dignity and respect
• Make informed choices about your services
• Have your privacy and confidentiality protected
• Provide feedback and make complaints
• Access your personal information
• Terminate services with appropriate notice

6.2 Your Responsibilities

You agree to:

• Provide accurate information about your needs and circumstances
• Participate actively in service planning and delivery
• Treat our staff with respect and courtesy
• Provide reasonable notice for appointment changes
• Inform us of any changes to your NDIS plan or circumstances
• Follow agreed protocols and procedures

7. Confidentiality and Privacy

We are committed to protecting your privacy and maintaining confidentiality of your personal information. Our privacy practices are detailed in our Privacy Policy.

Information sharing will only occur with your consent or as required by law, including mandatory reporting obligations and NDIS quality and safeguarding requirements.

8. Service Changes and Termination

8.1 Service Changes

We may need to modify services due to:

• Changes to your NDIS plan
• Changes in your needs or circumstances
• Staff availability or organisational changes
• Regulatory or policy changes

We will provide reasonable notice of any changes and work with you to minimise disruption.

8.2 Termination

Either party may terminate services with 14 days written notice. We may terminate services immediately if:

• Your NDIS plan no longer includes support coordination funding
• You breach these Terms or your Service Agreement
• We cannot safely provide services
• There is a breakdown in the working relationship

9. Complaints and Feedback

We welcome feedback and are committed to resolving any concerns promptly. Our complaints process includes:

• Internal complaint handling procedures
• External complaint options through NDIS Quality and Safeguards Commission
• Access to advocacy services
• Regular service reviews and improvement processes

10. Liability and Insurance

We maintain appropriate professional indemnity and public liability insurance as required by NDIS registration requirements.

Our liability is limited to the extent permitted by law. We are not liable for indirect or consequential losses, except where such limitation would be contrary to applicable consumer protection laws.

11. Force Majeure

We are not liable for delays or failures in service delivery due to circumstances beyond our reasonable control, including natural disasters, government actions, pandemics, or other force majeure events.

12. Governing Law

These Terms are governed by Australian law and the laws of the state/territory where services are provided. Any disputes will be subject to the jurisdiction of the appropriate courts.

13. Changes to Terms

We may update these Terms from time to time. We will notify you of any material changes and provide you with the opportunity to review updated Terms before they take effect.

14. Contact Information