Terms and Conditions

Who these terms apply to

These Terms and Conditions set out the agreement between Guia (referred to as “we”, “us”, or “our”) and you (the “participant”, “client”, or “customer”). They explain the mutual understandings for the NDIS support services we provide. This document applies to all participants, their families, and informal carers engaging with our services in South West Sydney. We aim for clear communication in all our interactions.

Understanding these terms helps ensure a smooth and respectful working relationship for everyone involved. We believe in transparency and want you to feel confident about our shared commitments. Our goal is to create a supportive environment, ensuring dignity and empowerment in all services provided.

What we agree to deliver

Guia commits to delivering NDIS support services as agreed in your individual service agreement. This may include In-home Daily Living & Personal Care Support, Community Access & Social Participation, or Support Coordination. We provide reliable support from qualified, worker-screened staff. All services adhere to the NDIS Code of Conduct and relevant quality standards. We prioritise your goals and preferences in service delivery.

We do not specific NDIS funding outcomes. Instead, we focus on delivering consistent, high-quality support designed to build your capacity and independence. Our commitment is to treat all participants with dignity and respect. We operate as an NDIS-registered provider, upholding the standards set by the NDIS Quality and Safeguards Commission.

What we ask of you

To ensure effective support, we ask that you provide honest and accurate information relevant to your needs and goals. Timely communication about any changes to your plan, schedule, or support requirements is also important. We expect respectful conduct towards our staff and other participants. Your active involvement in planning your supports helps us tailor services effectively.

We ask that you notify us of any concerns or feedback promptly. This allows us to address issues quickly and maintain high service quality. Your cooperation helps us to deliver supports that genuinely help you. We value your input and partnership in achieving your NDIS goals.

Fees and payment

Fees for our NDIS support services are always agreed upon in writing before any work begins. These fees will align with the NDIS Price Guide and your individual service agreement. We will provide clear invoices detailing the services provided and their costs. Payment terms will also be outlined in your service agreement.

We do not charge for services not agreed upon or delivered. If your NDIS plan funding changes, we will discuss and adjust your service agreement accordingly. Our aim is to make the payment process clear and straightforward, avoiding any unexpected charges. We believe in transparent financial dealings for all our participants.

If something goes wrong

If you have a concern or an issue arises, we encourage you to speak with us directly. we’re committed to resolving any problems fairly and quickly; our complaints process is designed to be accessible and transparent. You can raise a concern with your support worker, their supervisor, or contact our main office.

For formal complaints or to discuss any issues, please reach out to us. We will investigate all concerns thoroughly and keep you informed of our progress. Our goal is to find a satisfactory resolution. You can find more details and contact us through our Contact Guia page for assistance.

Changes to these terms

Guia may need to update these Terms and Conditions from time to time. This could be due to changes in NDIS rules, our services, or operational procedures. We will notify you of any significant changes that might affect your services. Minor updates may be made without direct notification, but the latest version will always be available on our website.

Your continued engagement with our services after receiving notification of changes implies your acceptance of the updated terms. We encourage you to review these terms periodically. Our commitment remains to provide clear, fair, and transparent agreements for all NDIS participants and their families in South West Sydney.