Terms of Service

These Terms of Service ("Terms") govern your use of services provided by On Track Care (ABN: 89634930448), a disability service provider operating in Queensland, Australia.

By engaging our services, you agree to be bound by these Terms, our Privacy Policy, and all applicable laws and regulations, including the NDIS Act 2013, NDIS Practice Standards, and NDIS Code of Conduct.

On Track Care provides the following NDIS-funded disability support services:

• Assistance with Daily Life: Household tasks, personal care, meal preparation, and daily living support
• Community Access: Social participation, shopping assistance, recreational activities, and community engagement
• Support Coordination: Assistance with NDIS plan implementation and service coordination (where applicable)

Services are delivered in accordance with your NDIS plan, individual goals, and agreed support arrangements.

Before commencing services, you will be required to enter into a formal Service Agreement that outlines:

• The specific supports and services to be provided
• Frequency, duration, and location of service delivery
• Roles and responsibilities of both parties
• Fees and payment arrangements
• Cancellation and notice periods
• Complaint resolution procedures
• Terms for reviewing and modifying the agreement

The Service Agreement complies with NDIS Practice Standards and can be reviewed or modified at any time by mutual agreement.

As a participant or their representative, you agree to:

• Provide accurate and complete information about your support needs
• Maintain a current and active NDIS plan with sufficient funding
• Notify us of changes to your circumstances, health, or support needs
• Treat our support workers with respect and maintain a safe environment
• Provide reasonable notice for service cancellations (minimum 48 hours)
• Pay all fees in accordance with the agreed payment terms
• Participate in regular service reviews and feedback processes
• Comply with reasonable requests to ensure safe service delivery

NDIS Pricing:

• All services are charged in accordance with the current NDIS Price Guide
• Fees are claimed directly through your NDIS plan (plan-managed or NDIA-managed)
• For self-managed participants, invoices will be provided for your records

Cancellations:

• Cancellations with less than 48 hours notice may incur a cancellation fee
• Short notice cancellation fees comply with NDIS pricing guidelines
• No cancellation fee applies in cases of medical emergency or reasonable circumstances

Payment Terms:

• NDIS claims are submitted within 7 days of service delivery
• Payment disputes should be raised within 14 days of invoice date
• Services may be suspended if NDIS funding is exhausted or unavailable

By You:

You may cancel or suspend services at any time by providing written notice. We recommend at least 2 weeks notice to allow for appropriate transition arrangements.

By Us:

We may terminate services if:

• Your NDIS plan funding is exhausted or no longer available
• We are unable to safely deliver the required supports
• There is a breach of these Terms or the Service Agreement
• Support workers are subjected to abuse, violence, or unsafe conditions
• Required by law or NDIS Commission directive

We will provide reasonable notice and transition support where possible.

We are committed to providing quality services and welcome your feedback. If you have a complaint or concern, please contact us:

We will acknowledge your complaint within 2 business days and provide a response within 10 business days.

If you are not satisfied with our response, you may contact the NDIS Quality and Safeguards Commission:

• Phone: 1800 035 544
• Website: www.ndiscommission.gov.au

On Track Care maintains appropriate insurance coverage including Public Liability and Professional Indemnity insurance as required under NDIS Practice Standards.

To the extent permitted by law, our liability is limited to re-performing the services or refunding fees paid for unsatisfactory services.

We are not liable for any indirect, incidental, or consequential damages arising from service delivery, except where caused by our negligence or breach of Australian Consumer Law.

These Terms are governed by the laws of Queensland, Australia. Any disputes will be subject to the exclusive jurisdiction of the courts of Queensland.

These Terms are subject to the Australian Consumer Law and nothing in these Terms excludes, restricts, or modifies any guarantee, warranty, term, condition, right, or remedy which cannot be excluded under applicable law.

We may update these Terms from time to time to reflect changes in our services, legal requirements, or NDIS guidelines. Material changes will be communicated to you with reasonable notice.

Continued use of our services after changes take effect constitutes acceptance of the updated Terms.

For questions about these Terms of Service, please contact: