Terms of Service

By engaging We Value Disability Services Pty Ltd (ABN 34 668 136 178) — trading as We Value Services — you agree to be bound by these Terms of Service. These terms govern all services we provide, including NDIS plan management, support coordination, and disability support services.

If you do not agree to these terms, please do not proceed with engaging our services. We recommend you read these terms carefully and contact us if you have any questions before signing a Service Agreement.

We Value Services provides the following NDIS-funded services:

• NDIS Plan Management — financial management and processing of NDIS funding claims
• Support Coordination — assistance to implement your NDIS plan
• Personal Care — support with daily living activities
• Community Participation — support to engage in community activities
• Household Tasks — assistance with domestic activities
• Travel and Transport — support with travel and transport needs
• Community Nursing — registered and enrolled nursing care

Specific services, funding amounts, and delivery arrangements will be detailed in your individual Service Agreement.

All services are delivered in accordance with the NDIS Pricing Arrangements and Price Limits set by the National Disability Insurance Agency (NDIA). Prices may vary based on the time of service delivery (standard, evening, weekend) and support complexity.

For plan managed participants, we submit claims directly to the NDIA on your behalf. You are responsible for ensuring sufficient funding is available in the relevant support category before services are delivered.

Fee-for-service participants are required to pay at the time of service. We accept cash, credit card, and HICAPS. Invoice-based billing applies to Workcover, TAC, and veterans affairs funding.

We understand that circumstances change. To avoid a cancellation fee, we ask that you provide as much notice as possible.

• Cancellations with less than 4 hours' notice may incur a fee of $75
• Failure to attend a scheduled appointment (no-show) may be charged the full session fee
• Late arrivals may result in a reduced session time at the scheduled rate

SMS reminders are sent the day before your appointment. If you are experiencing an emergency, please call us as soon as possible — we handle these situations with care and flexibility.

To enable us to deliver safe and effective services, participants and their representatives agree to:

• Provide accurate and up-to-date information about support needs and NDIS plan details
• Notify us promptly of any changes to your NDIS plan, funding, or circumstances
• Ensure a safe environment for our staff when delivering supports in your home or community
• Treat our staff with respect and dignity at all times
• Provide reasonable notice when cancelling or rescheduling appointments

We Value Services is a registered NDIS provider. We comply with the NDIS Practice Standards and the NDIS Code of Conduct.

All staff undergo NDIS Worker Screening Checks and relevant professional training. We maintain a zero-tolerance policy toward abuse, neglect, exploitation, and violence.

You have the right to raise concerns or complaints at any time. We will acknowledge your complaint within 2 business days and aim to resolve it within 20 business days. If you are not satisfied with our response, you may contact the NDIS Quality and Safeguards Commission on 1800 035 544.

To the fullest extent permitted by Australian Consumer Law, our liability for any loss or damage arising from the provision of services is limited to the cost of re-supplying the relevant service.

We are not liable for indirect, consequential, or special loss or damage unless caused by our negligence or wilful misconduct. Nothing in these terms limits your statutory rights under the Australian Consumer Law.

Either party may end a Service Agreement by providing reasonable written notice — typically 14 days, unless otherwise agreed or required by circumstances.

We may suspend or terminate services immediately if:

• There is an immediate risk to the safety of our staff or participants
• Fraudulent activity or serious misconduct is identified
• NDIS funding is exhausted or a plan expires without renewal

On termination, any outstanding service fees remain payable. We will assist with transition to another provider where possible.

We handle your personal information in accordance with our Privacy Policy and the Australian Privacy Act 1988 (Cth). By engaging our services, you consent to the collection and use of your information as described in our Privacy Policy.

These Terms of Service are governed by the laws of the Australian Capital Territory and the Commonwealth of Australia. Any disputes will be subject to the jurisdiction of ACT courts, unless otherwise required by applicable law.

Last updated: June 2025.