Terms & Conditions

1. Acceptance of Terms

By engaging OxCare for support services, you (“the Participant”) agree to be bound by these Terms & Conditions. These terms, along with your Service Agreement, form the entire agreement between us. Please read them carefully.

2. Services Provided

OxCare agrees to provide NDIS support services as detailed in your individual Service Agreement. This agreement will specify the nature, frequency, and duration of supports, which are funded through your NDIS plan. All services are delivered in accordance with the NDIS Code of Conduct and Practice Standards.

3. Participant Responsibilities

To ensure the safe and effective delivery of services, Participants agree to:

Provide a copy of their current NDIS plan and any relevant assessments.
Inform OxCare of any changes to their plan, personal circumstances, or support needs.
Treat OxCare staff with dignity and respect in a safe work environment, free from abuse, violence, or harassment.
Provide a safe environment for staff to work in, including advising of any potential health and safety risks.
Provide reasonable notice for cancelling scheduled supports (see Cancellation Policy).

4. Fees, Invoicing, and Payment

OxCare’s fees are aligned with the current NDIS Price Guide. Invoicing occurs after services are delivered. For NDIA-managed plans, invoices are claimed directly from the NDIS portal. For plan-managed and self-managed participants, invoices will be sent as per the Service Agreement. Participants are responsible for any costs not covered by their NDIS plan.

5. Cancellation Policy

If a scheduled service is cancelled with less than 48 hours’ notice for non-emergency reasons, a cancellation fee may apply in accordance with the NDIS Price Guide rules. This ensures our support workers receive payment for reserved time.

6. Privacy and Confidentiality

OxCare is committed to protecting your privacy in line with the Australian Privacy Principles. We collect personal information only to provide and manage your supports. Your information will not be disclosed without your consent, unless required by law.

7. Rights and Responsibilities

OxCare is committed to upholding your rights as outlined in the NDIS Charter. You have the right to be involved in decisions about your supports, receive quality services, and lodge a complaint. We are responsible for providing services safely, ethically, and professionally

8. Complaints and Feedback

We value your feedback. If you have a concern, we encourage you to first discuss it with your primary support worker. If the issue is not resolved, please contact our Complaints Officer at [insert email/phone]. We are committed to a fair and timely resolution. You may also contact the NDIS Quality and Safeguards Commission at any time.

9. Termination of Services

Either party may terminate this agreement by providing 14 days’ written notice. OxCare may terminate services immediately in cases of serious misconduct or if an unsafe environment persists.

10. Limitation of Liability

To the fullest extent permitted by law, OxCare’s liability for any breach of these terms is limited to the resupply of the services or the cost of resupply.

11. Agreement

These Terms & Conditions are effective from the date of your signed Service Agreement and remain in effect until services are terminated.

For any questions regarding these terms, please contact us now.