Terms of Service

By engaging Delta Community Support ("we", "us", "our") to provide disability support services, or by using our website, you agree to be bound by these Terms of Service. If you are entering into a service agreement on behalf of an NDIS participant (for example, as a family member, carer, guardian or support coordinator), you confirm that you have the authority to do so.

These terms should be read in conjunction with our Privacy Policy and any individual service agreement entered into between you and Delta Community Support.

Delta Community Support is a registered NDIS provider (Provider #4050018246) delivering disability support services across Queensland and Victoria. Our services include, but are not limited to:

• Supported Independent Living (SIL)
• In-Home Support and personal care
• Community Access and social participation
• Transport assistance

The specific services to be delivered, including the type, frequency, duration and cost of supports, are set out in the individual service agreement between the participant (or their representative) and Delta Community Support.

Before services commence, we will enter into a written service agreement with the participant or their authorised representative. The service agreement will outline:

• The supports to be provided and the goals they are designed to achieve
• The cost of services, including unit prices in line with the NDIS Price Guide and Support Catalogue
• How services will be delivered, including the schedule and location
• The responsibilities of both the participant and Delta Community Support
• The process for making changes to the agreement
• Cancellation terms and notice requirements
• How to make a complaint or provide feedback

Service agreements may be reviewed and updated at any time by mutual agreement between the participant and Delta Community Support, including at plan review.

Our services are funded through the National Disability Insurance Scheme (NDIS). We charge for services in accordance with the current NDIS Price Guide and Support Catalogue published by the NDIA. Prices may be updated when the NDIA releases a new price guide, and we will notify you of any changes.

For Agency-managed participants, we claim directly from the NDIA portal. For Plan-managed participants, we invoice the nominated plan manager. For Self-managed participants, we provide invoices directly for you to claim from your NDIS plan.

It is the participant's responsibility (or their representative's) to ensure there is sufficient funding in the relevant NDIS budget categories to cover the agreed services. We will work with you and your support coordinator or plan manager to monitor budget utilisation.

We understand that circumstances change and cancellations are sometimes necessary. Our cancellation policy is in accordance with the NDIS Price Guide cancellation rules:

We recognise that emergencies and unavoidable situations arise. We will always work with participants on a case-by-case basis and will exercise discretion and compassion when applying cancellation charges. If you need to cancel, please contact us as early as possible.

As an NDIS participant receiving our services, you have the right to:

• Be treated with dignity, respect and consideration at all times
• Have your privacy and confidentiality protected
• Make decisions about your own supports and have those decisions respected
• Receive services that are safe, competent and of a high standard
• Choose your support workers where possible and request a change if needed
• Access information about our services, costs and policies in an accessible format
• Make a complaint or provide feedback without fear of reprisal or loss of services
• Have an advocate or support person present at any meeting or discussion
• End your service agreement at any time by giving reasonable notice

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

• Treat our staff with respect and courtesy
• Provide accurate information about their support needs, health and circumstances
• Notify us as early as possible if they need to cancel or change a scheduled service
• Advise us of any changes to their NDIS plan, funding or contact details
• Maintain a safe environment for support workers visiting their home
• Raise any concerns or issues with us promptly so we can address them

Delta Community Support is committed to:

• Delivering services that are safe, person-centred and aligned with each participant's NDIS goals
• Ensuring all staff hold current NDIS Worker Screening Checks and mandatory certifications
• Complying with the NDIS Practice Standards, NDIS Code of Conduct and all relevant legislation
• Maintaining comprehensive insurance coverage for our services
• Providing clear and transparent information about our services and pricing
• Responding to complaints and feedback in a timely and fair manner
• Protecting your personal information in accordance with our Privacy Policy
• Reporting incidents and safeguarding concerns to the relevant authorities as required by law

To the maximum extent permitted by law, Delta Community Support's liability for any claim arising from or in connection with our services is limited to the fees paid for the specific service giving rise to the claim. Nothing in these terms excludes or limits liability that cannot be excluded by law, including liability for negligence causing personal injury or death.

We will not be liable for any failure or delay in providing services caused by events beyond our reasonable control, including but not limited to natural disasters, pandemics, government restrictions, severe weather or workforce disruptions.

We may update these Terms of Service from time to time. Material changes will be communicated to current participants in writing. The updated terms will take effect from the date published on this page. Your continued use of our services after changes are made constitutes acceptance of the updated terms.

These Terms of Service are governed by the laws of Queensland, Australia. Any disputes arising from these terms will be subject to the jurisdiction of the courts of Queensland. However, we encourage all parties to attempt to resolve disputes through direct communication and, if necessary, mediation before pursuing legal proceedings.

If you have any questions about these Terms of Service, please contact us: