Terms & Conditions

Welcome to Covenant Care Services

These terms and conditions set out your agreement with Covenant Care Services in relation to your access to and use of the Covenant Care Services website, and your dealings with Covenant Care Services in relation to our services.
By accessing or using this Covenant Care Services website, submitting an enquiry or engaging Covenant Care Services for services, you agree to be bound by these terms and conditions. If you do not agree to these terms and conditions, you must not access or use this website or engage us for services.

1. About Covenant Care Services

Covenant Care Services is an NDIS registered provider of disability support, plan management and allied services. Our services are designed to support participants to achieve their goals and aspirations and enable them to live independently, engage with their community and receive the support they need. The supports provided to a participant will be determined by their circumstances, NDIS plan, goals, support needs and service agreement.
By giving Covenant Care Services personal information you consent to this privacy policy.

2. Use of Our Website

You may only use this Covenant Care Services website for lawful purposes. By using this website you agree not to: Use this website for unlawful or fraudulent purposes Attempt to access or use this website or its contents, other than in accordance with these terms and conditions Attempt to access other users’ accounts Take any action that may interfere with the use of this website by other users or which may damage or disrupt this website or systems connected to it
Upload or transmit any viruses or other malicious computer code or content Copy, reproduce, distribute, publish or republish any content of this website without permission or in breach of these terms and conditions Use this website in breach of applicable laws or in any way which may damage, deceive or cause distress to another person or organisation Impersonate any person or entity, including but not limited to official representatives of Covenant Care Services
We reserve the right to restrict or prevent further access to this website if we reasonably believe a breach of these terms and conditions has or may occur.

3. Website Information

We make every effort to ensure that the information on our website is current and accurate. However, you must note that the information available is for general information purposes only and should not be relied upon as a substitute for advice from professionals or organisations. Information contained on our website may be subject to change at any time. The availability of a particular service does not necessarily indicate that that service is appropriate or available for every participant at all times.

4. Our Services

The services provided by Covenant Care Services may include (but are not limited to):
  • NDIS Plan Management
  • Community Nursing Care
  • Innovative Community Participation
  • Household Assistance
  • Transportation Support
  • Therapeutic Support
  • Exercise Physiology
  • Home Modification
  • Other disability support and allied health services offered by Covenant Care Services
The supports provided will depend on the participant’s circumstances, needs and service agreement. The supports, frequency, location, timing, costs and other arrangements will be confirmed with the participant or their nominee before commencing services.

5. Service Agreements

Service support agreements are provided to participants when applicable.
The support agreement will outline the services to be provided, location and timing of services, cost or funding arrangements, payment terms, responsibilities of participants and Covenant Care Services, and other relevant terms.
NDIS funded agreements generally include information about the participant’s rights and responsibilities as well as the provider’s responsibilities. NDIS guidance states that participants and providers should have a service agreement to clarify the services, costs, responsibilities and processes. Where there is a conflict between these website terms and conditions and a participant’s individual service agreement, the service agreement will prevail in relation to the services covered by the agreement.
NDIS guidance recommends service agreements so that participants and providers have a shared understanding of the supports, costs, responsibilities and processes involved.
Where there is a conflict between these website Terms & Conditions and an individual signed service agreement, the specific service agreement will generally apply to the services covered by that agreement.

6. Participant Responsibilities

Participants, or their nominee, are responsible for:
  • Provide accurate and relevant information
  • Giving us notice of any variations
  • Making the relevant service site available as required
  • Treating Covenant Care Services staff, volunteers and other service providers with respect
  • Following service agreements, including giving us notice if a service is not able to be attended, and other arrangements
  • Ensuring that NDIS funding or other payment arrangements are available as required
  • Providing us with any information relevant to delivering the required supports to the participant
  • Participants are not required to undertake responsibilities beyond their circumstances or those outlined in their service agreement or relevant legislation.

7. Provider Responsibilities

Covenant Care Services will endeavour to:
  • Provide services in a professional, respectful manner in accordance with all requirements
  • Respect the participant's choice, dignity, rights, privacy and independence
  • Communicate and consult in an open and honest manner with participants and their nominees
  • Maintain appropriate records, including respecting confidentiality
  • Comply with obligations in relation to privacy and information security
  • Deal with and report to participants and their nominees, if applicable, on complaints and concerns
  • Work cooperatively with participants, family members, carers or other organisations as required
  • Provide services in accordance with the participant's service agreement

8. Fees, Payments and NDIS Funding

The fees for services will depend on the level of support and applicable arrangements with the participant. Where NDIS funding is used for supports, services are subject to the participant’s funding, plan management and other requirements.
NDIS pricing and price limits may apply to relevant supports.
Participants should ensure that they understand the costs associated with the services as well as funding or payment arrangements for claiming or paying for services, including travel costs or other applicable expenses. Services or costs that are not covered by NDIS funding should also be noted.
Covenant Care Services will not knowingly provide a service outside a funding arrangement where this would cause an unauthorised financial liability for the participant.
Covenant Care Services will not knowingly provide services outside an agreed funding arrangement where doing so would create an unauthorised financial obligation for the participant.

9. Appointments and Cancellations

Participants should attend all appointments and give us notice if they are unable to attend a scheduled appointment.
Cancellation charges may apply where applicable, including those determined by the NDIS, funding arrangements, service agreement or other requirements.
The relevant cancellation terms and conditions should be reviewed when making an appointment.
It may also be necessary to cancel appointments due to unforeseen circumstances including illness, safety concerns, severe weather, staff availability or other factors outside of our control.
Where possible we will provide you with notice and work with you to find an alternative time.
Where reasonably possible, we will provide notice and work with the participant to arrange an alternative.

10. Service Availability

While we strive to provide services, availability may be impacted by a range of factors including staff availability, participant requirements, location, funding, specialist needs, scheduling, and other factors. Making an enquiry does not guarantee that a service will be available.

11. Variations to Services

A participant may request a variation to their service.
These may include variations to the type, frequency, location, timing, requirements, and other aspects of a service.
Variations may also be required in accordance with the service agreement, including where funding or other arrangements change.
Where applicable, variations to the participant’s service agreement may need to be discussed and confirmed.

12. Service Delivery Conditions

Covenant Care Services endeavours to provide supports in a safe and suitable environment for staff, participants and others.
Where there is a health or safety concern, we may take steps to address this and may suspend or cancel a service if this is necessary or reasonable.
During appointments, participants and those present must behave in a respectful manner and not threaten, assault, discriminate against or harass staff or others.

13. Participant Choice and Independence

Covenant Care Services respects the rights, choices, dignity and independence of all participants.
Participants are able to make decisions about the delivery of their services, including communicating their preferences where a choice is available.
These may be impacted by requirements, safety, resources and other factors.
Choice can be exercised in accordance with the service agreement.

14. Complaints and Feedback

We welcome your feedback, including from carers, families, nominees and others.
If you have a concern or complaint, we encourage you to contact Covenant Care Services so that we can work with you on a resolution.
You can also contact Covenant Care Services with feedback or questions relating to:
  • The service you received or the support provided
  • Communication provided or received
  • Staff conduct
  • Fees or billing
  • Privacy or confidentiality
  • Accessibility of services
  • Other matters relating to your experience with Covenant Care Services
  • Complaints will be handled by Covenant Care Services in a responsible and respectful manner in accordance with applicable requirements.
  • You also have the right to contact external bodies to raise a complaint or concern.
External complaints may also be directed to the NDIS Quality and Safeguards Commission where applicable.

15. Privacy

Covenant Care Services collects and uses personal information in accordance with our Privacy Policy and your privacy protection under Australian privacy laws.
Our Privacy Policy includes information about:
  • The information we collect about you and how we collect it
  • How we use the information
  • When and how we may disclose the information
  • How we protect the information
  • How you can seek access to your information, have it corrected or make a privacy complaint
  • Please review our Privacy Policy for more information and your privacy choices.

16. Intellectual Property

Unless otherwise stated, the content published on the Covenant Care Services website is owned by or licensed to Covenant Care Services.
This may include:
  • Text
  • Logos
  • Branding
  • Graphics
  • Images
  • Videos
  • Website design
  • Other digital content
You must not reproduce, modify, distribute, publish, sell or commercially exploit our website content without our prior written permission, except where permitted by law.

17. Third-Party Links

Our website may contain links to third-party websites or services.
These links are provided for convenience and informational purposes.
Covenant Care Services does not control third-party websites and is not responsible for their content, availability, security or privacy practices.
Your use of third-party websites is subject to the terms and policies of those third parties.

18. Limitation of Liability

To the extent permitted by law, Covenant Care Services is not responsible for loss or damage arising from:

  • Your use of or reliance on information provided on the website
  • Temporary website interruptions or unavailability
  • Technical errors or failures outside our reasonable control
  • Content or services provided by third parties
  • Unauthorised access caused by circumstances outside our reasonable control

Nothing in these Terms & Conditions is intended to exclude, restrict or modify any rights or guarantees that cannot legally be excluded, restricted or modified under applicable Australian law.

19. Website Security

We take reasonable steps to maintain the security and availability of our website.
However, internet-based services cannot be guaranteed to be completely secure or free from viruses, malicious software or other security risks.
You are responsible for taking reasonable precautions when accessing websites and submitting information online.

20. Force Majeure

Covenant Care Services will not be responsible for delays, interruptions or failure to provide services where those circumstances are caused by events outside our reasonable control.
These may include:
  • Natural disasters
  • Severe weather
  • Emergencies
  • Power or telecommunications failures
  • Cybersecurity incidents
  • Government restrictions
  • Public health emergencies
  • Industrial disputes
  • Transport disruptions
  • Other circumstances beyond our reasonable control
Where practical, we will communicate with affected participants and take reasonable steps to minimise disruption.

21. Ending Services

Either Covenant Care Services or a participant may end a service arrangement in accordance with the applicable service agreement and relevant requirements.

Before services are ended, the parties should consider:
  • Outstanding services
  • Outstanding invoices or payments
  • Required notice periods
  • Transfer of relevant information
  • Continuity of support
  • Any other obligations under the service agreement
Where appropriate, we will work with the participant or their authorised representative to support a smooth transition.

22. Changes to These Terms & Conditions

Covenant Care Services may update these Terms & Conditions from time to time to reflect changes to:
  • Our services
  • Website functionality
  • Business practices
  • NDIS requirements
  • Applicable laws and regulations
Updated Terms & Conditions will be published on our website with a revised “Last Updated” date.

23. Governing Law

These Terms & Conditions are governed by the laws applicable in New South Wales, Australia.
Any disputes relating to these Terms & Conditions will be subject to the applicable laws and courts of New South Wales, Australia, unless otherwise required by law.

24. Contact Us

If you have any questions about these Terms & Conditions, our services, or your service arrangements, please contact us.
Covenant Care Services
Email: admin@covenantcareservices.com.au
Phone: 0430 092 851

Address: Residential or postal address

We will endeavour to respond to enquiries within a reasonable timeframe.

25. Acknowledgement

By using the Covenant Care Services website or engaging our services, you acknowledge that you have read and understood these Terms & Conditions and agree to comply with the applicable terms.
Where you receive services from Covenant Care Services, your individual service agreement and applicable NDIS requirements may also apply.