Terms of Service
This agreement outlines our commitment to providing quality NDIS supports and services with transparency, respect, and your safety as our priority.
Effective Date
June 22, 2025
NDIS Registered
Quality & Safeguards Compliant
ABN
77 627 702 052
Contents
1. Agreement Overview
These Terms of Service constitute a legally binding agreement between Be You Support Services (ABN: 77 627 702 052) and you, the NDIS participant or authorized representative receiving services under the National Disability Insurance Scheme.
By engaging our services, you acknowledge that you have read, understood, and agree to be bound by these Terms, our Privacy Policy, and all applicable NDIS rules and regulations.
This Agreement Ensures
- Clear expectations for both parties
- Protection of your rights and interests
- Quality service delivery aligned with NDIS standards
- Transparent processes and procedures
2. Services Provided
We are an NDIS registered provider offering comprehensive support services designed to help you achieve your goals and live your best life with dignity and choice.
Core Support Services
- • Supported Independent Living
- • Daily Living Assistance
- • Household Tasks Support
- • Community Participation
Specialized Services
- • Travel/Transport Support
- • Community Nursing Care
- • Personal Care Assistance
- • Social & Community Access
Our Service Standards
All services are delivered in accordance with:
- • Your NDIS plan and stated goals
- • NDIS Price Guide and payment rules
- • NDIS Practice Standards and Quality Indicators
- • NDIS Code of Conduct
- • Relevant professional standards
- • Australian disability legislation
3. NDIS Code of Conduct
We and our workers are bound by the NDIS Code of Conduct. This means we commit to:
Respect & Dignity
Act with respect for individual rights and dignity
Safe & Competent
Provide supports safely and competently
Integrity & Honesty
Act with integrity, honesty, and transparency
Privacy & Confidentiality
Respect privacy and confidentiality
Prevent Harm
Take action to prevent harm, abuse, neglect, and exploitation
Report Concerns
Promptly report and act on quality and safety concerns
Report Code Violations
You can report Code of Conduct violations to the NDIS Commission:
4. Participant Rights and Responsibilities
Your Rights
- Choice and control over supports received
- Be treated with dignity and respect
- Privacy and confidentiality
- Access advocacy and support persons
- Culturally safe and appropriate services
- Make complaints without fear of retribution
Your Responsibilities
- Provide accurate information for safe service delivery
- Treat our workers with respect and dignity
- Provide safe working environment
- Notify us of changes affecting service delivery
- Participate in service planning and reviews
- Pay for services as agreed (or ensure plan payment)
6. Cancellation and Refund Policy
We understand that sometimes you need to change or cancel appointments. Our policy balances flexibility for participants with fairness to our workers and other participants.
Notice Requirements (Effective July 2024)
DSW Cost Model Services
7 calendar days notice required
- • Supported Independent Living
- • Daily Living Assistance
- • Community Participation
Non-DSW Cost Model Services
2 clear business days notice required
- • Travel/Transport Support
- • Household Tasks
- • Community Nursing
Sufficient Notice
No Charge
When you give the required notice period
Short Notice
Up to 100%
Less than required notice period
No Show
100%
When you don't attend and don't notify us
We May Waive Cancellation Fees For
- Medical emergencies
- Hospitalization
- Natural disasters
- Death in family
- Other exceptional circumstances
- At our discretion
8. Complaints and Feedback
We welcome feedback and take all complaints seriously. We have clear processes to ensure your concerns are heard and addressed promptly.
Internal Complaints Process
Raise Concern
Speak with staff member or supervisor directly
Contact Complaints Manager
Call 0450 454 187 or email [email protected]
Acknowledgment
We acknowledge complaints within 2 business days
Investigation & Response
Investigation and response within reasonable timeframe
Escalation
Escalation to senior management if needed
NDIS Quality & Safeguards Commission
The NDIS Commission can investigate and take action on complaints about NDIS providers.
Other Complaint Bodies
- • Australian Human Rights Commission
- • State Ombudsman
- • Fair Trading (Queensland)
- • Disability Advocacy Services
We can provide contact details for these services upon request.
We Welcome Feedback
We welcome all feedback - positive or negative - to help us improve our services continuously. Your feedback helps us provide better support for all participants.
Questions About These Terms?
If you have questions about our terms of service or need this document in an alternative format, please contact us.
These terms are available in Easy Read, large print, audio, and community languages upon request.