Terms & Conditions 

Welcome to Emance Care. By accessing our website or using our services, you agree to the Terms & Conditions outlined below. Our commitment is to deliver safe, high‑quality, ethical support in line with the NDIS Code of Conduct, NDIS Practice Standards, and Australian Consumer Law (ACL).

1.Commitment to the NDIS Code of Conduct

Emance Care and all workers strictly follow the NDIS Code of Conduct. This means we will:

• Respect your rights, choices, and independence
• Protect your privacy and confidentiality
• Deliver supports safely, competently, and with care
• Act with honesty, integrity, and transparency
• Raise and respond to concerns promptly
• Prevent and respond to abuse, neglect, exploitation, and violence
• Prevent and respond to sexual misconduct
• Ensure fair, justified, and transparent pricing

These principles guide every interaction and service we provide.

2. Access to Services

To access our services, you agree to:

• Provide accurate and up‑to‑date information
• Inform us of any changes to your NDIS plan or circumstances
• Work collaboratively with our team to ensure safe and effective support
• Treat staff with respect and courtesy

We reserve the right to decline or discontinue services if safety, legal, or ethical concerns arise.

3. Service Delivery

Emance Care will:

• Provide supports as outlined in your Service Agreement
• Deliver services in a safe, respectful, and person‑centred manner
• Communicate clearly about schedules, changes, and expectations
• Ensure all workers are trained, qualified, and compliant
• Maintain accurate records of services provided

You agree to:

• Be available at scheduled times
• Notify us of cancellations within the agreed notice period
• Provide a safe environment for workers

4. Pricing, Fees & Transparency

Emance Care follows the NDIS Pricing Arrangements and Price Limits and the Australian Consumer Law.

We commit to:

• Charging fair, transparent prices
• Not charging NDIS participants more than non‑NDIS customers without valid justification
• Not advertising or promoting higher prices for NDIS participants
• Providing clear explanations for all pricing decisions
• Avoiding any form of price differentiation considered “sharp practice” under the NDIS Provider and Worker Guidance (April 22, 2024)

You will receive a Service Agreement outlining all costs before services begin.

5. Payments & Invoicing

Depending on your plan type (self‑managed, plan‑managed, or NDIA‑managed), invoices will be issued accordingly.

You agree to:

• Ensure funds are available for services
• Pay invoices within the agreed timeframe
• Notify us of any billing concerns promptly

We will:

• Provide accurate invoices
• Correct any errors quickly
• Communicate openly about charges

6. Cancellations & Changes

We follow the NDIS cancellation rules.

You agree to:

• Provide notice within the required timeframe
• Understand that late cancellations may incur a fee

We agree to:

• Provide reasonable notice if we need to reschedule
• Minimise disruptions to your supports

7. Safety & Conduct

Emance Care is committed to maintaining a safe environment for participants and staff.

We will:

• Take all reasonable steps to prevent harm
• Respond immediately to safety concerns
• Report incidents as required by the NDIS Commission

You agree to:

• Treat staff respectfully
• Maintain a safe environment during service delivery
• Inform us of any risks or concerns

8. Feedback, Complaints & Incident Reporting

We welcome feedback and take complaints seriously.

You can make a complaint:

• Directly to Emance Care
• Anonymously
• To the NDIS Quality and Safeguards Commission

We will:

• Respond promptly
• Treat all concerns confidentially
• Take corrective action where needed

9. Website Use

By using our website, you agree not to:

• Misuse or damage the site
• Attempt to access restricted areas
• Use content without permission

All website content is owned by Emance Care unless otherwise stated.

10. Changes to Terms

Emance Care may update these Terms and Conditions to reflect changes in laws, NDIS requirements, or service practices. The latest version will always be available on our website.