Terms and Conditions for BetterStart.net.au

Last Updated: 6th July 2025

1. Introduction

These Terms and Conditions (“Terms”) govern your use of services provided by BetterStart (“we”, “us”, “our”) and form part of your service agreement with us. By engaging our services, you agree to be bound by these Terms.

BetterStart is a registered NDIS service provider committed to delivering high-quality supports and services in accordance with the National Disability Insurance Scheme Act 2013 (Cth), NDIS Rules, and the NDIS Code of Conduct.

2. Definitions

“Client” or “You” means the NDIS participant or their authorized representative who has entered into a service agreement with BetterStart.

“Services” means the supports and services provided by BetterStart as outlined in your individual service agreement.

“NDIS” means the National Disability Insurance Scheme.

“NDIA” means the National Disability Insurance Agency.

“Plan” means your approved NDIS plan.

3. Service Agreement

3.1 Written Agreement

A written service agreement must be in place before we commence providing services1. This agreement will specify:

  • The supports and services to be provided
  • Pricing and payment arrangements
  • Duration of the agreement
  • Roles and responsibilities of both parties
  • Cancellation and dispute resolution procedures

3.2 Scope of Services

We will provide services as outlined in your individual service agreement and in accordance with your NDIS plan2. Services may include but are not limited to:

  • Support coordination
  • Plan management
  • Capacity building supports
  • Daily living assistance
  • Community participation supports

3.3 Service Delivery

Services will be delivered at the agreed location, time, and frequency as specified in your service agreement3. We will work with you to ensure services meet your individual needs and goals.

4. Pricing and Payment

4.1 NDIS Pricing

Our pricing is in accordance with the current NDIS Pricing Arrangements and Price Limits4. NDIS funded services are charged excluding GST, while privately funded services may incur GST.

4.2 Additional Costs

Any additional expenses or “unfunded supports” not included in your NDIS plan are your responsibility and will be clearly identified in your service agreement2.

4.3 Payment Processing

For plan-managed participants, we will invoice your plan manager directly. For self-managed participants, payment arrangements will be specified in your service agreement.

5. Cancellation Policy

5.1 Short Notice Cancellations

A cancellation is considered short notice if you:

  • Do not show up for a scheduled support within a reasonable time
  • Are not present at the agreed location when we arrive to deliver support
  • Give less than seven (7) clear days’ notice for a support

5.2 Cancellation Fees

We may charge up to 100% of the agreed fee for short notice cancellations, provided6:

  • This is agreed to in advance in your service agreement
  • We are unable to find alternative billable work for our staff
  • The cancellation fee complies with NDIS pricing arrangements

5.3 Frequent Cancellations

If you have an unusual number of cancellations, we will work with you to understand the reasons and find solutions that better meet your needs7.

6. Your Rights and Responsibilities

6.1 Your Rights

You have the right to:

  • Receive services that are safe, respectful, and of high quality
  • Be treated with dignity and respect
  • Make choices about your supports and services
  • Access your personal information
  • Make complaints about our services
  • Terminate this agreement with appropriate notice

6.2 Your Responsibilities

You agree to:

  • Provide accurate information about your needs and circumstances
  • Notify us of any changes to your NDIS plan within 14 days
  • Treat our staff with courtesy and respect
  • Provide reasonable notice for cancellations or changes
  • Pay for any additional expenses not covered by your NDIS plan
  • Communicate openly and honestly about your service needs

7. Our Responsibilities

We will:

  • Provide services safely and competently
  • Respect your privacy and confidentiality
  • Treat you with dignity and respect
  • Communicate openly and honestly
  • Maintain appropriate insurance coverage
  • Comply with all relevant legislation and NDIS requirements
  • Provide you with information about our services in accessible formats

8. Changes to Services

8.1 Service Modifications

We may need to modify services due to changes in your NDIS plan, funding availability, or other circumstances. We will discuss any changes with you and obtain your agreement before implementing modifications.

8.2 Terms Updates

We may update these Terms from time to time. We will provide you with reasonable notice of any changes and publish updated Terms on our website.

9. Termination

9.1 Termination by You

You may terminate this agreement at any time by providing written notice as specified in your service agreement.

9.2 Termination by Us

We may terminate this agreement by providing written notice in accordance with your service agreement. We will work with you to ensure continuity of supports during any transition period.

9.3 Immediate Termination

Either party may terminate this agreement immediately if:

  • There is a serious breach of these Terms
  • Continuation of services would pose a risk to safety
  • Funding is no longer available

10. Complaints and Dispute Resolution

10.1 Internal Complaints Process

If you have a concern or complaint about our services9:

  1. Contact us directly using the details below
  2. We will acknowledge your complaint within 2 business days
  3. We will investigate and respond within 30 days
  4. We will work with you to resolve the issue

10.2 External Complaints

If you are not satisfied with our response, you can make a complaint to:

  • NDIS Quality and Safeguards Commission: 1800 035 544
  • Your state or territory disability complaints service

10.3 Dispute Resolution

We are committed to resolving disputes fairly and efficiently through open communication and negotiation10.

11. Privacy and Confidentiality

Your personal information will be handled in accordance with our Privacy Policy and the Privacy Act 1988 (Cth). We will maintain confidentiality of your personal information and only share it with your consent or as required by law.

12. Insurance and Liability

We maintain appropriate insurance coverage including public liability, professional indemnity, and workers compensation insurance as required under NDIS registration requirements4.

13. Compliance

We comply with all relevant legislation including:

  • National Disability Insurance Scheme Act 2013 (Cth)
  • NDIS Rules and Price Guide
  • NDIS Code of Conduct
  • Privacy Act 1988 (Cth)
  • Australian Consumer Law
  • Work Health and Safety legislation

14. Contact Information

BetterStart
1208/320 Plummer Street, Port Melbourne VIC 3207
Phone: 0402 826 824
Email: talya@betterstart.net.au

For complaints:
Email: talya@betterstart.net.au

External Complaints:
NDIS Quality and Safeguards Commission
Phone: 1800 035 544
Website: www.ndiscommission.gov.au

These Terms and Conditions are governed by Australian law and comply with the National Disability Insurance Scheme Act 2013 (Cth), NDIS Rules, and the NDIS Code of Conduct.