Effective Date: 27 May 2025
Last Updated: 27 May 2025

Quick Summary (Plain Language)

This document explains your rights and responsibilities when using our services. It covers:

• What you can expect from us

• What we need from you

• How we protect your information

• How to provide feedback or end services

• What happens if you cancel at short notice

We are here to help. If you don’t understand part of this policy, just ask—we’ll explain it in a way that makes sense for you.

1. Acceptance and Scope

These Terms apply to all services provided by Good Company Disability Services Pty Ltd (ABN 58 676 459 484) (“we”, “us”, “our”). By using our services, you accept these Terms. Acceptance occurs when:

• You or your representative signs a Service Agreement with us

• You give verbal or written consent to start supports

• You continue using our services after being informed of these Terms

2. Our Commitment to You

We are committed to:

• Delivering high-quality, person-centred services

• Upholding your legal rights under the NDIS

• Protecting your privacy and dignity

• Creating inclusive, culturally safe environments for all participants

• Supporting your autonomy, voice, and choices

• Complying with the NDIS Act 2013, NDIS Practice Standards, and the Privacy Act 1988 (Cth)

We welcome and support individuals of all identities and backgrounds, including Aboriginal and Torres Strait Islander peoples, LGBTQIA+ communities, CALD participants, and people with varied communication needs.

3. Your Responsibilities

As a participant, you agree to:

• Provide accurate and current information about your needs

• Be involved in planning and reviews

• Communicate changes to your funding or situation

• Treat our team members with respect and safety

• Comply with your Service Agreement and cancellation conditions

• Let us know if you want to stop or change services

4. Informed and Supported Decision-Making

We will always ask for your informed consent before we begin or change services.

We commit to helping you make your own decisions by:

• Explaining things clearly, in ways you understand

• Involving a support person or advocate if you choose

• Never making decisions for you unless legally required (e.g. guardian)

• Letting you withdraw consent at any time

5. Privacy and Confidentiality

We follow strict privacy rules. Your personal and sensitive information is:

• Stored securely

• Only shared with your consent or when required by law

• Available to you upon request

This practice complies with the Privacy Act 1988 (Cth) and the NDIS Practice Standards on the date noted as effective date on this policy.

6. Use of Artificial Intelligence (AI)

We use artificial intelligence tools (like ChatGPT by OpenAI) for internal tasks such as:

• Drafting documents

• Improving templates

• Supporting staff training

We confirm that:

• No personal or identifiable client data is input into AI systems

• Only anonymised or generic content is used

• Use is restricted to trained staff

• Access is protected by secure login and 2FA

• We use ChatGPT Team, which contractually ensures:

  • Prompts and outputs are excluded from model training

  • Business data is never used to train OpenAI’s systems

This practice complies with the Privacy Act 1988 (Cth) and the NDIS Practice Standards on the date noted as effective date on this policy.

7. Fees and Payments

Fees are charged as outlined in your signed Service Agreement and based on:

• The current NDIS Pricing Arrangements and Limits

• The nature and location of services

• Any agreed additional supports or activities (e.g. meals, entry fees)

Invoices are issued in line with your Service Agreement or support plan.

8. Short Notice Cancellations

If you cancel a scheduled service with less than 7 days’ notice, we may charge up to 100% of the scheduled fee, in line with the NDIS Pricing Arrangements.

We understand that things change—please contact us as early as possible if you can’t attend or need to reschedule.

No charges apply if:

• We are responsible for the cancellation

• It is agreed otherwise in writing

9. Service Changes or Termination

You have the right to exit our services at any time.

We ask for 7 days’ notice so we can help with transition planning, and provide our workers with sufficient notice regarding reductions in available work. You won’t be penalised for changing providers or ending supports.

We will endeavour to provide 7 days notice of services termination where possible. We may end services with less than 7 days’ notice if:

• There are safety concerns (e.g. threats, serious harm)

• There’s a breach of agreement or abusive behaviour

• Your NDIS eligibility or funding has changed

• Services are no longer suitable for your needs

We’ll always try to resolve issues with you first.

10. Critical Incidents and Risk Reporting

In serious cases (e.g. risk of harm, abuse, neglect, or criminal behaviour), we are required to report the incident to external authorities like the NDIS Quality and Safeguards Commission or the police.

We will inform you (or your nominee) when this happens, unless we are legally restricted from doing so.

11. Feedback and Complaints

We welcome your feedback and are committed to continuous improvement. You can:

• Speak to any of our staff

• Email [email protected]

• Remain anonymous

• Use an advocate or representative

If you are not satisfied with our response, you can contact:

NDIS Quality and Safeguards Commission
📞 1800 035 544
🌐 www.ndiscommission.gov.au

12. Intellectual Property

All templates, guides, materials, and resources we provide remain our intellectual property unless otherwise agreed. You may not copy, distribute, or use them commercially without written permission.

13. Limitation of Liability

We aim to deliver safe, professional, and ethical services. However, we are not liable for:

• Indirect or incidental losses (e.g. missed appointments, technical issues)

• Outcomes beyond our reasonable control

• Delays caused by natural disasters, system failures, or government directives

14. Governing Law

These Terms are governed by the laws of Western Australia, and any disputes shall be resolved in its courts.

15. Contact Us

Good Company Disability Services Pty Ltd
📧 [email protected]
🌐 www.goodcompanyds.com.au
📞 Perth Office: (08) 9334 6995
📞 Melbourne Office: (03) 9069 7866