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

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

1

Raise Concern

Speak with staff member or supervisor directly

2

Contact Complaints Manager

Call 0450 454 187 or email [email protected]

3

Acknowledgment

We acknowledge complaints within 2 business days

4

Investigation & Response

Investigation and response within reasonable timeframe

5

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.

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These terms are available in Easy Read, large print, audio, and community languages upon request.