These Terms and Conditions (and accompanying Privacy Policy) govern all supports and services provided by EmpowerUnity Pty Ltd (“EmpowerUnity”, “we”, “us” or “our”) to NDIS participants, clients, carers, guardians, nominees and other representatives (“you”, “your”). By engaging our services, making bookings, or using our website, you agree to be bound by these Terms. This Agreement is governed by the National Disability Insurance Scheme Act 2013 and the laws of Victoria, Australia, as well as applicable federal laws (including the Australian Consumer Law).
 

Terms and Conditions

1. About EmpowerUnity

EmpowerUnity Pty Ltd is a fully registered NDIS service provider (NDIS Provider No. 4053425519) based in Victoria, Australia. We provide supports in accordance with the NDIS Practice Standards and the NDIS Code of Conduct, and we comply with all relevant laws and regulations.
 

• ABN: 37 680 161 808

• Email: info@empowerunity.com.au

• Phone: +61 416 105 097

• Address: [Insert Registered Office Address]
   

We operate only within Victoria and are committed to high-quality, participant centered service.
 

2. Services Provided

We offer a comprehensive range of disability support services funded by the NDIS, tailored to individual participant plans. These include (but are not limited to):
 

• Personal and High‐Level Personal Care: Assistance with daily living tasks (bathing, grooming, feeding, continence support, mobility aid) in accordance with each participant’s plan.

• Community Access and Participation: Support for recreation, social outings, skill-building and community integration activities.

• Domestic and Household Assistance: Help with cleaning, laundry, meal preparation and other daily living tasks at home.

• Supported Independent Living (SIL): Accommodation support and personal care in shared or individual living arrangements.

• Respite Care: Short-term relief for families/carers through in-home or centre-based care.

• Support Coordination: Assistance in understanding and utilising the NDIS plan, including linking to supports and monitoring services.

• Nursing and Clinical Supports: Basic nursing care and clinical supports within our scope of expertise (in coordination with qualified health professionals where required).

• Behaviour Support: Implementing positive behaviour support strategies under approved behaviour support plans, in accordance with NDIS standards.

• Transport Services: Supervised transport to appointments, activities or community events, including paid staff travel time with limitations as directed by management.
   

These services may be provided to participants who are self-managed, plan-managed, or NDIA-managed. All services are delivered in line with the participant’s NDIS plan and goals, and with regard to the relevant NDIS Practice Standards and the National Disability Insurance Scheme (Provider Registration and Practice Standards) Rules 2018.
 

3. Service Agreements

Prior to commencing supports, a Service Agreement will be established with each participant or their legal guardian/nominee. This written agreement sets out the detailed terms of service and is used to ensure both parties have the same understanding of the supports to be provided.
 

The Service Agreement will cover:
 

• Scope of Supports: The types and frequency of services to be provided (as per the participant’s plan).

• Pricing: The NDIS line item numbers and hourly rates applicable to each type of support (in accordance with NDIS Price Limits).

• Schedule: Dates, times, and locations for regular appointments or visits.

• Roles & Responsibilities: The obligations of EmpowerUnity and of the participant (or their representative), including cancellation notice periods and required cooperation.

• Cancellation/No-Show Terms: Notice requirements and any applicable cancellation fees (consistent with NDIS guidelines).

• Duration: The period for which the agreement is valid (with review dates or renewal procedures).

Because service agreements are contracts, they are subject to the Australian Consumer Law and NDIS rules. In the event of any inconsistency, the written Service Agreement takes precedence over these Terms. You should ensure you understand all clauses (including pricing and cancellation terms) before signing or commencing services.
 

4. Pricing and Payments

Pricing

All services are billed strictly in accordance with the current NDIS Pricing Arrangements and Price Limits. We will declare all fees and charges in advance (as required by the NDIA). Our invoices include the applicable NDIS line item numbers and rates for each service, and no fees above the NDIS maximums will be charged. We do not impose any additional surcharges, “gap” fees, late fees, exit fees or other hidden charges beyond those permitted by the NDIS Pricing Arrangements.
 

Invoicing and Payment
 

• We typically issue invoices after services are delivered. Invoices will reflect the actual hours and supports provided, as approved in your NDIS plan.

• For NDIA-managed or Plan-managed participants, we submit claims via the NDIS portal (myplace) within 90 days of service delivery, as required.

• Participants or their Plan Managers (for plan-managed clients) may be asked to provide payment details to facilitate claims. For Self-managed participants, payment options include bank transfer, credit card (where available), or other agreed methods.

• Payment is due by the date stated on the invoice. If an invoice remains unpaid beyond this date, we may suspend ongoing services until payment is received. We reserve the right to withhold final deliverables (e.g. reports or service handovers) until full payment is made.

All payments must align with our agreed Service Agreement. We do not claim or charge for supports that are not included in the participant’s current NDIS plan, and we maintain full and accurate records of all supports delivered (as required by NDIS rules).
 

5. Cancellations and No-Shows

Cancellation Notice: Participants (or their representatives) must provide at least 24–48 hours’ notice to cancel a scheduled support. If a cancellation is made on short notice, a cancellation fee may apply only if the conditions in the NDIS Pricing Arrangements are met. Short-notice cancellations vary by service type (e.g. under 7 days’ notice for most disability supports, under 2 business days for allied health services).
 

• If you provide insufficient notice, we may bill for up to 100% of the agreed support fee, provided the service agreement expressly allows for this charge and the support worker could not be re-deployed and still had to be paid. These conditions follow the NDIA’s rules for short-notice cancellations.

• We will always attempt to reschedule whenever possible. If we can reassign the staff member to other work within the notice period, a cancellation fee will not be charged.

No-Shows: If a participant is not present at the time of a scheduled service without any notice, we may treat this as a short-notice cancellation. A fee (up to the agreed rate) may apply, subject to the same conditions above.
 

All cancellation and no-show fees will be clearly stated in the Service Agreement. These policies are designed to be fair and in line with NDIS guidelines.
 

6. Travel Charges

When services require staff to travel, travel time and distance may be billed in accordance with the NDIS Support Catalogue rules
. Travel charges will be calculated based on NDIS-approved rates (e.g. per kilometre allowance and/or hourly rate for travel time) and included in your invoice. Participants will be informed of any travel costs at the time of booking. We comply with the NDIS Price Arrangements on travel claim types.
 

7. Bookings and Scheduling

Booking Methods: Services can be booked through our website booking form, by phone, by email, or via your Support Coordinator/Plan Manager. We confirm all bookings with the participant (or nominee) beforehand.
 

Service Types: We offer both ongoing (recurring) supports and one-off or short-term engagements, depending on your plan needs and goals.
 

Changes to Schedule: We reserve the right to adjust staffing or timing if necessary, provided we give you adequate notice. We may reassign a different qualified support worker if your usual worker is unavailable; we will inform you of any changes in advance. We also reserve the right to cancel or suspend services if required by safety concerns or regulatory obligations.
 

8. Participant Responsibilities

To ensure safe and effective service delivery, participants (or their caregivers) agree to:
 

• Provide accurate, complete and up-to-date personal and health information (including NDIS plan details) needed to deliver services.

• Give our staff safe access to the home or service location (e.g. clear pathways, remove hazards).

• Communicate openly and respectfully with support workers and staff. Treat all personnel with dignity and respect.

• Follow any reasonable instructions given by support staff in the participant’s care plan.

• Inform us as soon as possible of any changes to your availability, address, medical condition or plan.

• Supply any consumables or medical supplies agreed to be provided by the participant (e.g. continence products, special diet foods), unless otherwise specified.

Failure to meet these responsibilities (e.g. unsafe environment, abusive behaviour, not providing required information) may delay or interrupt services. In such cases, we may suspend or ultimately terminate support, as per our policy and the Service Agreement.
 

9. Staff Safety and Workplace Conditions

EmpowerUnity has a zero-tolerance approach to any form of abuse, aggression or violence against our staff. In line with the NDIS Code of Conduct and Work Health & Safety laws, we will immediately withdraw our staff and suspend services if any worker’s safety is at risk. This includes physical threats, verbal abuse, or hazardous conditions in the service environment. The participant (or responsible adult) must ensure a safe setting for supports to occur. We will promptly report any incidents affecting staff safety to the appropriate authorities and the NDIS Commission if required.
 

10. Incident Management

We maintain an internal incident management system to log, investigate and address any incidents or complaints that arise during service delivery. We comply with the NDIS Commission’s incident reporting requirements: any serious or reportable incident (e.g. abuse, neglect, unexplained injury) will be documented and reported to the NDIS Quality and Safeguards Commission within mandated timeframes. Participants and/or their representatives will be informed of any relevant incidents affecting them, and corrective actions will be taken to improve safety and quality of care.
 

11. Emergency Disclaimer

Important: EmpowerUnity is NOT an emergency service. If you or anyone else is in immediate danger or experiencing a life-threatening emergency, do not contact us. Call Triple Zero (000) or go to your nearest hospital immediately. We only provide crisis-related support through planned, scheduled services and referrals to qualified allied health professionals. Always follow your emergency plan and contact local emergency services for urgent situations.
 

12. Insurance

We hold appropriate insurance coverage for our operations, including Public Liability Insurance and Professional Indemnity Insurance. Details of our insurance (insurer name and policy numbers) are available upon request.
 

13. Limitation of Liability

To the extent permitted by law, EmpowerUnity’s liability for any loss or damage arising from our services is limited to the fees paid for the services in question. We are not liable for any indirect, special or consequential losses (such as loss of income, opportunity or expectations of service outcome). Notwithstanding the above, nothing in these Terms affects your statutory rights under the Australian Consumer Law. In particular, participants retain the right to remedies (such as re‑performance, refund or compensation) if our supports fail to meet the guarantees of acceptable care and professional standards.
 

14. Complaints and Disputes

If you have any concerns or complaints about our services, please contact us promptly via our Help page, email or phone. We will address issues fairly and quickly. We encourage you to attempt informal resolution first by speaking with your support worker or our management. If a resolution is not reached, you may escalate your complaint to the NDIS Quality and Safeguards Commission (details below). Contacting the NDIS Commission is your right at any time.
 

15. NDIS Compliance

We operate under the oversight of the NDIS Quality and Safeguards Commission. We comply with all relevant NDIS rules and codes, including:
 

• NDIS Practice Standards: Our staff are trained and our services are monitored to meet the NDIS Practice Standards for support delivery.

• NDIS Code of Conduct: We uphold ethical and respectful care. In particular, we respect your privacy and dignity in accordance with the Code.

• Pricing & Record-Keeping: We follow the NDIS Pricing Arrangements and keep full records of all supports (as required by the NDIA).

• Incident and Complaint Obligations: We report serious incidents and handle complaints as required by NDIS regulations.

We also adhere to the requirements of Australian Consumer Law (as highlighted by the ACCC and NDIA). This means we will always act fairly and ethically, and provide remedies if services fail to meet agreed standards.
 

16. Website Use

Use of our website (www.empowerunity.com.au) is governed by applicable laws. By using our site you agree not to misuse it (for example, by introducing malware or engaging in unlawful activity). We may use cookies and analytics tools (e.g. Google Analytics, Meta Pixel) to improve user experience and for marketing, but we do not collect personal information from browsing without your consent.
 

17. Modifications

EmpowerUnity reserves the right to update or modify these Terms and Conditions at any time. We will notify you of significant changes by email or notice on our website. Your continued use of our services after any changes constitutes your acceptance of the new Terms. Always check the date on this page to ensure you have the latest version.
 

18. Contact Information

EmpowerUnity Pty Ltd 

Email: info@empowerunity.com.au or support@empowerunity.com.au
Phone: +61 416 105 097

Address: [Insert Registered Address]
 

For complaints or urgent issues, you may also contact the NDIS Quality and Safeguards Commission:
Website: www.ndiscommission.gov.au | Phone: 1800 035 544