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Terms of Service

Last updated: March 2025

Acceptance of Terms

By using the services of Professional Support Services & Solutions Pty Ltd ("PSSS", "we", "us", "our"), you agree to be bound by these Terms of Service. If you do not agree with any part of these terms, please do not use our services.

Services

PSSS provides NDIS-funded disability support services including but not limited to daily living support, community participation, respite care, plan management, skill development, and transport assistance. All services are delivered in accordance with the NDIS Act 2013, NDIS Practice Standards, and the NDIS Code of Conduct.

NDIS Funding

Our services are primarily funded through the National Disability Insurance Scheme. By engaging our services, you confirm that:

  • You are an NDIS participant with an active plan, or you are authorised to act on behalf of a participant
  • The services requested are covered under your NDIS plan
  • You will inform us of any changes to your NDIS plan that may affect service delivery

We charge in accordance with the current NDIS Price Guide. Any changes to pricing will be communicated in advance.

Participant Rights

As a participant using our services, you have the right to:

  • Be treated with dignity and respect
  • Make informed decisions about your support
  • Choose your support workers where possible
  • Have your privacy and confidentiality respected
  • Provide feedback and make complaints without fear of reprisal
  • Access your personal information held by us
  • Discontinue services at any time

Participant Responsibilities

To help us deliver the best possible support, we ask that you:

  • Provide accurate and complete information about your needs and circumstances
  • Treat our staff with respect and courtesy
  • Provide adequate notice for cancellations (minimum 48 hours)
  • Inform us of any changes to your NDIS plan, health, or circumstances
  • Maintain a safe environment for support workers when services are delivered in your home

Cancellation Policy

We require a minimum of 48 hours' notice for cancellations. Short-notice cancellations or no-shows may incur a charge in accordance with the NDIS Price Guide. We understand that emergencies happen and will consider individual circumstances on a case-by-case basis.

Limitation of Liability

To the maximum extent permitted by Australian law, PSSS will not be liable for any indirect, incidental, special, consequential, or punitive damages arising from or related to the use of our services. Our total liability to you for any claim arising from our services is limited to the amount paid for the specific service giving rise to the claim.

Nothing in these terms excludes or limits any rights you may have under the Australian Consumer Law or other laws that cannot be excluded.

Privacy

Your privacy is important to us. Please refer to our Privacy Policy for details on how we collect, use, and protect your personal information.

Complaints and Disputes

We are committed to resolving complaints promptly and fairly. If you have a concern about our services:

  1. Contact us directly on 0435 001 044 or email [email protected]
  2. We will acknowledge your complaint within 2 business days
  3. We aim to resolve complaints within 21 business days
  4. If you are not satisfied with our response, you may contact the NDIS Quality and Safeguards Commission on 1800 035 544

Governing Law

These Terms of Service are governed by the laws of Australia. Any disputes arising from these terms will be subject to the jurisdiction of Australian courts.

Changes to These Terms

We may update these terms from time to time. Changes will be posted on this page with an updated revision date. Continued use of our services after changes constitutes acceptance of the revised terms.

Contact

For questions about these terms, please contact us: