Terms and Conditions

By accessing and using the services provided by Southern Care Staff Pty Ltd ("we", "us", "our", "the Company"), you agree to be bound by these Terms and Conditions. If you do not agree to these terms, please do not use our services. These terms apply to all visitors, clients, participants, and anyone who accesses or uses our services, including aged care, NDIS support, and allied health services. We reserve the right to modify these terms at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services following any changes constitutes acceptance of the revised terms.

Southern Care Staff provides a range of care and support services including: • Aged Care Services (Home Care Packages, CHSP, Private Care) • NDIS Support Services (Home & Community Support, SIL) • Allied Health Services (Physiotherapy, Occupational Therapy, Speech Pathology) • Veteran's Home Care (DVA-funded services) All services are provided in accordance with: • The Aged Care Quality Standards • NDIS Practice Standards and Code of Conduct • Relevant Australian health and safety regulations • Professional codes of conduct for allied health practitioners Service delivery is subject to availability, eligibility criteria, and funding arrangements. We reserve the right to modify, suspend, or discontinue services with reasonable notice.

As a client or participant, you agree to: • Provide accurate and complete information about your care needs • Notify us of any changes to your health, circumstances, or contact details • Treat our staff with respect and dignity • Maintain a safe environment for service delivery • Comply with agreed care plans and service agreements • Pay fees and charges as agreed • Provide reasonable notice for appointment cancellations • Report any concerns or incidents promptly Failure to meet these responsibilities may affect our ability to provide services.

Service fees vary depending on: • Type of service provided • Funding arrangement (government-funded or private) • Duration and frequency of services • Location and time of service delivery For government-funded services: • Fees are determined by your funding package and contribution requirements • We will provide transparent information about any gaps or additional costs • We submit claims directly to relevant funding bodies For private services: • Fees will be outlined in your service agreement • Payment is due within 14 days of invoice • We accept various payment methods including direct debit Late payment may result in service suspension. All fees are subject to change with 30 days notice.

We understand that circumstances change. Our cancellation policy is as follows: Standard Cancellations: • 48 hours notice required for appointment cancellations • Less than 48 hours notice may incur a cancellation fee (up to 100% of service cost) • Repeated late cancellations may affect service continuity Emergency Cancellations: • Genuine emergencies (hospitalisation, acute illness) will not incur fees • Please notify us as soon as possible in emergency situations Our Cancellations: • We will provide as much notice as possible if we need to reschedule • We will offer alternative times or replacement staff where available • We will not charge for services we cancel NDIS participants: Cancellation policies align with NDIS Price Guide requirements.

To the maximum extent permitted by law: • Our liability for any claim arising from services is limited to the fees paid for those specific services • We are not liable for indirect, incidental, or consequential damages • We do not guarantee specific health outcomes or results • We are not responsible for delays or failures due to circumstances beyond our control However, nothing in these terms limits our liability for: • Personal injury or death caused by our negligence • Fraud or fraudulent misrepresentation • Any liability that cannot be excluded by Australian Consumer Law We maintain appropriate professional indemnity and public liability insurance.

Either party may terminate services: By You: • Provide 7 days written notice for regular services • No notice required if you are unsatisfied with service quality (we encourage feedback first) By Us: • With 14 days notice for non-urgent reasons • Immediately if there is risk to staff safety • Immediately for non-payment exceeding 30 days • If you breach these terms and conditions Upon termination: • Outstanding fees remain payable • We will assist with transition to alternative providers where possible • Records will be retained as per legal requirements • Any complaints or feedback will still be addressed

All content on our website and materials, including: • Text, graphics, logos, and images • Care resources and educational materials • Software and underlying code Are the property of Southern Care Staff Pty Ltd and are protected by Australian and international copyright laws. You may not: • Reproduce, distribute, or modify our content without permission • Use our trademarks or branding without authorisation • Copy our care plans or proprietary methodologies You may download or print content for personal, non-commercial use only.

We are committed to resolving disputes fairly and efficiently: Step 1 - Direct Resolution: • Contact us directly to discuss your concerns • We aim to resolve issues within 7 business days Step 2 - Internal Review: • Request a formal review by our management team • We will investigate and respond within 14 business days Step 3 - External Resolution: • Aged Care Quality and Safety Commission (aged care complaints) • NDIS Quality and Safeguards Commission (NDIS complaints) • Health Complaints Commissioner in your state/territory • Fair Trading or Consumer Affairs in your state/territory These terms are governed by the laws of Australia. Any legal proceedings must be brought in Australian courts.

For questions about these Terms and Conditions, please contact: Southern Care Staff Pty Ltd Email: info@southerncarestaff.com.au Office Hours: Monday to Friday, 8:00 AM - 6:00 PM AEST We are committed to providing clear and transparent information about our services and policies. Please do not hesitate to contact us if you need clarification on any aspect of these terms.