Terms of Service
Please read these terms carefully before using our services.
Last updated: January 2025
1. Acceptance of Terms
By accessing our website, submitting referrals, or using services provided by Clinicare QLD (ABN: 71 679 271 431), you agree to be bound by these Terms of Service. If you do not agree to these terms, please do not use our website or services. These terms apply to all users, including clients, participants, family members, referrers, and visitors.
2. Description of Services
Clinicare QLD provides healthcare and support services throughout Queensland, including:
- NDIS disability support services
- Aged care and Home Care Package services
- Private nursing and healthcare services
- Community nursing
- Complex clinical care
- Post-operative care
Our primary service areas include Cairns, Torres Strait Islands, and Far North Queensland regional areas, with services available across Queensland.
3. User Responsibilities
When using our services, you agree to:
- Provide accurate and complete information
- Notify us of any changes to your circumstances
- Treat our staff with respect and dignity
- Provide a safe environment for service delivery
- Communicate openly about your care needs and preferences
- Pay for services as agreed in your service agreement
- Provide reasonable notice for appointment changes or cancellations
4. Eligibility Requirements
NDIS Services
You must be an approved NDIS participant with relevant support categories in your plan. Services are subject to plan funding availability.
Aged Care Services
You must have an approved Home Care Package or be assessed through My Aged Care. Services are subject to package level and funding.
Private Services
Available to all individuals who agree to our private fee schedule and payment terms.
5. Service Agreements
Prior to commencing services, you will receive a Service Agreement that outlines the specific services to be provided, fees, schedules, and other relevant terms. The Service Agreement forms part of these Terms of Service. Any inconsistency between these Terms and your Service Agreement will be resolved in favour of your Service Agreement.
6. Payment Terms
- NDIS: Claims are processed directly through the NDIS portal or your plan manager
- Home Care Packages: Billed through your package provider
- Private services: Payment is due within 14 days of invoice date
- We accept bank transfer, credit/debit card, and NDIS payment arrangements
- Late payments may incur additional fees as outlined in your Service Agreement
7. Cancellation Policy
We require reasonable notice for service cancellations:
- Standard notice: At least 24 hours before scheduled service
- Short notice cancellations: May incur a cancellation fee
- NDIS cancellations: Subject to NDIS Price Guide and cancellation rules
- Emergency situations: Discussed on a case-by-case basis
Specific cancellation terms are outlined in your Service Agreement.
8. Limitation of Liability
To the maximum extent permitted by law, Clinicare QLD's liability for any claim arising from our services is limited to the fees paid for those services. We are not liable for indirect, consequential, or special damages. Nothing in these terms excludes or limits liability that cannot be excluded under Australian Consumer Law.
9. Intellectual Property
All content on this website, including text, graphics, logos, and images, is the property of Clinicare QLD or our licensors and is protected by Australian intellectual property laws. You may not reproduce, distribute, or use our content without written permission.
10. Privacy & Confidentiality
We handle your personal information in accordance with our Privacy Policy and Australian Privacy Principles. Health information is managed with additional protections and confidentiality requirements. All staff are bound by strict confidentiality obligations.
11. Termination of Services
Either party may terminate services by providing written notice as specified in your Service Agreement. We may immediately terminate services if:
- There is a serious risk to the safety of our staff
- You engage in abusive or threatening behaviour
- You consistently fail to pay for services
- You provide false or misleading information
We will work with you to ensure continuity of care and appropriate transition to alternative providers where possible.
12. Dispute Resolution
If you have a concern or complaint, we encourage you to:
- Contact us directly to discuss and resolve the issue
- Submit a formal complaint through our Complaints page
- If unresolved, contact the relevant regulatory body:
• NDIS Quality and Safeguards Commission: 1800 035 544
• Aged Care Quality and Safety Commission: 1800 951 822
13. Governing Law
These Terms of Service are governed by the laws of Queensland, Australia. Any disputes will be subject to the exclusive jurisdiction of the courts of Queensland. We comply with all applicable Australian laws, including the NDIS Act 2013, Aged Care Act 1997, and relevant health practitioner legislation.
14. Contact Us
If you have questions about these Terms of Service, please contact us:
