Terms of Service

Welcome to Keystone Community Care

These Terms of Service (“Terms”) govern your use of this website and of the disability support services provided by Keystone Community Care ABN 48 691 121 525 (“we”, “our”, or “us”). By using our website or engaging our services, you agree to be bound by these Terms and our Privacy Policy.

Please read these Terms carefully. If you do not agree with any part of these Terms, please do not use the website or engage our services. Nothing in these Terms limits your rights under the NDIS, the National Disability Insurance Scheme Act 2013 (Cth), the NDIS Code of Conduct or the Australian Consumer Law.

Using this website

• General information only: the content on this website (including our guides, eligibility checker and AI chat assistant) is general information about our supports and the NDIS. It is not medical, legal, financial or NDIS planning advice, and it is not a substitute for advice from the NDIA, your plan manager, support coordinator or a health professional. Eligibility results are indicative only — a formal assessment happens when we speak with you.
• AI chat assistant: the chat is an automated assistant that identifies itself as such. It can make mistakes or give incomplete answers. Anything important — bookings, prices, your plan, a complaint, an emergency — should be confirmed with a member of our team. In an emergency call 000. Please do not enter health, NDIS-number, financial or other sensitive details into the chat.
• Forms and secure links: our intake, invitation, onboarding and induction links are personal to the person they were issued to. Do not share them. Information you submit must be accurate and, where it is about another person, provided with their authority (see our Privacy Policy).
• Acceptable use: you must not misuse the website — for example by attempting to access other people’s information, submitting false or automated form entries, interfering with security, or using the site or chat for unlawful, abusive or discriminatory purposes.
• Intellectual property: the website content, branding, text, images and design are owned by or licensed to Keystone Community Care. You may view and print pages for personal, non-commercial use. Third-party links and embedded content (for example Instagram posts or training videos) are provided for convenience and are governed by those providers’ terms.
• Availability: we aim to keep the website available and accurate but do not guarantee it will be uninterrupted or error-free.
• Electronic communications: you agree that we may communicate with you by email, SMS or phone, and that agreements, consents and declarations given through our online forms are valid electronic records under the Electronic Transactions Act 1999 (Cth) and Queensland law.

Our Services

Keystone Community Care provides disability support services to NDIS participants in Brisbane and Gold Coast, Queensland. Our services include but are not limited to:

• Personal Care Support: Assistance with daily living activities
• Domestic Assistance: Help with household tasks and meal preparation
• Community Access: Support to participate in community activities
• Life Skills Training: Education and skill development support

All services are delivered in accordance with NDIS Practice Standards and your individual support plan.

Service Agreement

Before commencing services, we will provide you with a Service Agreement that outlines:

• The specific supports and services to be provided
• Service delivery arrangements (times, locations, frequency)
• Fees and payment terms
• Your rights and responsibilities as a participant
• Our obligations as your service provider
• Cancellation and termination procedures
• Complaints and feedback processes

The Service Agreement must be signed by both parties before services commence. You will receive a copy for your records.

Your Rights as a Participant

As an NDIS participant receiving our services, you have the right to:

• Respect and Dignity: Be treated with respect for your rights, culture, beliefs, and preferences
• Choice and Control: Make decisions about your supports and have control over your service delivery
• Privacy and Confidentiality: Have your personal information protected and kept confidential
• Safety: Receive services in a safe manner, free from abuse, neglect, violence, and exploitation
• Feedback and Complaints: Provide feedback and make complaints without fear of retaliation
• Information: Receive clear information about services, costs, and your rights

Your Responsibilities

To ensure effective service delivery, we ask that you:

• Provide accurate information about your support needs and goals
• Notify us of any changes to your circumstances, contact details, or NDIS plan
• Provide reasonable notice if you need to cancel or reschedule a service
• Treat our staff with respect and courtesy
• Ensure a safe working environment for support workers
• Communicate openly about your satisfaction with services
• Ensure sufficient NDIS funding is available for agreed services

Fees and Payment

Pricing

Our fees are based on the current NDIS Pricing Arrangements and Price Limits (formerly the NDIS Price Guide) and Support Catalogue. Specific rates will be outlined in your Service Agreement. We do not charge above the NDIS price limits for the supports we deliver.

Payment Methods

We accept payment through:

• Plan-managed: We invoice your plan manager directly
• Self-managed: We provide invoices for you to claim through the NDIS portal
• NDIA-managed: We are not an NDIS-registered provider, so we cannot invoice the NDIA directly for NDIA-managed participants

Cancellation Fees

To avoid cancellation fees:

• Short notice cancellation (less than 24 hours): May incur a cancellation fee as per NDIS guidelines
• Reasonable notice (24+ hours): No cancellation fee
• Emergency situations: Cancellation fees may be waived at our discretion

Specific cancellation terms will be detailed in your Service Agreement.

Service Modifications and Cancellations

By You

You may request changes to your services or terminate the Service Agreement at any time by providing written notice. We will work with you to ensure a smooth transition if you choose to discontinue services.

By Us

We may modify or suspend services if:

• Your support needs change beyond our current capability
• Your NDIS funding is exhausted or unavailable
• There are safety concerns for participants or staff
• There is a breach of the Service Agreement
• Services are no longer required or appropriate

We will provide reasonable notice and work with you to arrange alternative supports where possible.

Complaints and Feedback

We welcome your feedback and take complaints seriously. Making a complaint will never affect the supports you receive. Our full process (including using an interpreter, an advocate or a support person, and complaining anonymously) is on our Complaints & Feedback page. In short, if you have a concern:

1. Contact us directly: Speak with your support worker, coordinator, or our Director
2. Formal complaint: Submit a written complaint via email or letter
3. We will respond: Acknowledge within 5 business days and investigate thoroughly
4. Resolution: Provide a written response within 30 days with proposed actions

If you are not satisfied with our response, you may contact the NDIS Quality and Safeguards Commission on 1800 035 544 or visit www.ndiscommission.gov.au.

Incident Management

We have procedures in place to prevent, respond to, and report incidents including:

• Immediate Response: Ensure safety and provide immediate support
• Documentation: Record incident details accurately and promptly
• Notification: Inform relevant parties (you, family, authorities)
• Investigation: Conduct thorough investigation and implement improvements

Reportable incidents will be notified to the NDIS Commission within required timeframes.

Liability and Insurance

Keystone Community Care maintains appropriate insurance coverage including:

• Public Liability Insurance: Protecting you from injury or property damage
• Professional Indemnity Insurance: Covering professional services and advice
• Workers Compensation Insurance: Covering our staff

We take reasonable care in delivering services and operating this website. To the extent permitted by law, we are not liable for loss caused by circumstances beyond our reasonable control, by your reliance on general information on this website, or by third-party websites and services we link to. Specific liability terms will be outlined in your Service Agreement.

Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)), including that services will be provided with due care and skill, be fit for purpose and be delivered within a reasonable time. Nothing in these Terms excludes, restricts or modifies those guarantees or any other right you have under the Australian Consumer Law, the NDIS legislation or the NDIS Code of Conduct.

Privacy and Confidentiality

We are committed to protecting your privacy in accordance with the Privacy Act 1988 (Cth) and Australian Privacy Principles. Please refer to our Privacy Policy for detailed information about how we collect, use, store, share and protect your personal information, how long we keep it, and how to access or correct it. Our Complaints & Feedback and Accessibility pages form part of these Terms.

Changes to These Terms

We may update these Terms from time to time to reflect changes in our practices, services, or legal requirements. Updated Terms will be posted on our website with the revision date. Continued use of our services after changes indicates acceptance of the updated Terms.

Governing 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.

Contact Us

If you have questions about these Terms of Service, please contact:

Keystone Community Care
Email: admin@keystonecommunitycare.com.au
Phone: 0403 886 293
Service Area: Brisbane & Gold Coast, Queensland