Last updated: February 2026
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.
Keystone Community Care provides disability support services to NDIS participants in Brisbane and Gold Coast, Queensland. Our services include but are not limited to:
Assistance with daily living activities
Help with household tasks and meal preparation
Support to participate in community activities
Education and skill development support
All services are delivered in accordance with NDIS Practice Standards and your individual support plan.
Before commencing services, we will provide you with a Service Agreement that outlines:
The Service Agreement must be signed by both parties before services commence. You will receive a copy for your records.
As an NDIS participant receiving our services, you have the right to:
Be treated with respect for your rights, culture, beliefs, and preferences
Make decisions about your supports and have control over your service delivery
Have your personal information protected and kept confidential
Receive services in a safe manner, free from abuse, neglect, violence, and exploitation
Provide feedback and make complaints without fear of retaliation
Receive clear information about services, costs, and your rights
To ensure effective service delivery, we ask that you:
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.
We accept payment through:
To avoid cancellation fees:
Specific cancellation terms will be detailed in your Service Agreement.
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.
We may modify or suspend services if:
We will provide reasonable notice and work with you to arrange alternative supports where possible.
We welcome your feedback and take complaints seriously. If you have a concern:
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.
We have procedures in place to prevent, respond to, and report incidents including:
Ensure safety and provide immediate support
Record incident details accurately and promptly
Inform relevant parties (you, family, authorities)
Conduct thorough investigation and implement improvements
Reportable incidents will be notified to the NDIS Commission within required timeframes.
Keystone Community Care maintains appropriate insurance coverage including:
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.
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.
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.
These Terms are governed by the laws of Queensland, Australia. Any disputes will be subject to the exclusive jurisdiction of the courts of Queensland.
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