Welcome to Keystone Community Care
These Terms of Service (“Terms”) govern your use of services provided by Keystone Community Care ABN 48 691 121 525 (“we”, “our”, or “us”). By engaging our services, you agree to be bound by these Terms.
Please read these Terms carefully. If you do not agree with any part of these Terms, please do not engage our services.
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 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 currently working towards NDIS registration. Once registered, we will be able to 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. If you have a concern:
- Contact us directly: Speak with your support worker, coordinator, or our Director
- Formal complaint: Submit a written complaint via email or letter
- We will respond: Acknowledge within 5 business days and investigate thoroughly
- 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 but are not liable for circumstances beyond our control. Specific liability terms will be outlined in your Service Agreement.
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, and protect your personal information.
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: [email protected]
Phone: 0403 886 293
Service Area: Brisbane & Gold Coast, Queensland