Terms and Conditions

Who these Terms and Conditions apply to

These Terms and Conditions set out the agreement between you and Guia when you use our NDIS support services across South West Sydney. Whether you’re a participant choosing your own support, a family member organising care for someone you love, or a support coordinator referring a participant to us — these terms protect both of us equally. We’re NDIS-registered (Reg # 4050144502) and bound by the NDIS Code of Conduct. These terms apply from the moment you enquire about our services through to the end of any support arrangement.

By engaging with Guia, you agree to these terms; if anything here is unclear, we encourage you to ask before you commit. We’re here to answer questions about how we work, what you can expect, and what we need from you to deliver reliable, dignified support.

What we agree to deliver

Guia commits to providing support services that match what’s written in your NDIS plan and what we’ve agreed with you in writing. This might include in-home daily living and personal care support, community access, support coordination, employment assistance, or other services tailored to your needs. We’ll show up on time, treat you with dignity, and employ only staff who are qualified and worker-screened. Our team speaks English, Arabic, and Spanish, plus Auslan-trained support is available.

We don’t promise specific outcomes — support works differently for everyone. What we do commit to is showing up consistently, communicating clearly, and working toward the goals you’ve set. If you have concerns about the quality or safety of our service, you can lodge a complaint with the NDIS Quality and Safeguards Commission, which oversees all registered providers.

What we ask of you

For us to deliver good support, we need honest information from you upfront — about your needs, your routines, any health or safety concerns, and what matters most to you. We ask that you communicate with us if something isn’t working or if your circumstances change. This helps us adjust support to fit your life, not the other way around.

We also ask for respectful conduct toward our staff. Support workers are people doing skilled, important work. If there’s conflict or safety concerns, we’ll address it together — but we reserve the right to pause or end a support arrangement if respectful engagement isn’t possible. We’ll always give you notice and work toward a fair solution first.

Fees and payment

All fees are agreed in writing before support begins. If you’re an NDIS participant, your support is funded through your plan — we’ll invoice your plan manager or the NDIA as agreed. If you’re accessing aged care support through My Aged Care, we’ll work within that funding arrangement. We don’t ask you to pay out of pocket unless we’ve explicitly agreed to that in writing.

If your circumstances change — your plan is reduced, funding ends, or you choose to pause support — we’ll discuss this with you clearly. There are no hidden charges or surprise invoices. If you have questions about a fee, contact us before you pay.

If something goes wrong

If you’re unhappy with our service, we want to know. The first step is to contact us directly — tell us what’s not working and give us a chance to fix it. Most issues are resolved quickly when we talk openly. If you’re not satisfied after that conversation, you can lodge a formal complaint with us in writing.

We’ll investigate fairly and respond within a reasonable timeframe; if we’ve made a mistake, we’ll correct it. If you remain unsatisfied, you can escalate to the NDIS Quality and Safeguards Commission or contact us through our contact page to discuss next steps. You always have the right to choose a different provider — the NDIS is built on choice and control.

Changes to these terms

Guia may update these Terms and Conditions from time to time. If we make a material change — something that significantly affects your rights or our obligations — we’ll notify you in writing before it takes effect. You’ll have the chance to ask questions or end the arrangement if the change doesn’t suit you.

We won’t change terms in ways that disadvantage you without giving you notice and a fair opportunity to respond. These terms were last updated in January 2025. If you’d like to know what’s changed, ask us — we’re happy to explain.