Terms of Service

1. About these Terms

These Terms of Service (“Terms”) apply to all disability and aged care support services provided by Janeiro Support Services Pty Ltd (ABN 61 702 507 300) of Melbourne VIC (“we”, “us”, “our”) to you (“you”, “your”). By engaging our services, accepting a quote from us, or entering into a service agreement with us, you agree to be bound by these Terms.

These Terms work together with your individual service agreement, which records the specific services we will provide to you, including schedules, fees and inclusions. If there is any inconsistency between these Terms and your service agreement, your service agreement prevails to the extent of the inconsistency.

In these Terms, “support worker” means any person we engage to deliver services to you, whether directly employed or engaged through a contractor arrangement.

2. Our services

We provide disability and aged care support services, which may include personal care, domestic assistance, community access and participation, respite support, transport assistance, skill development and companionship support. A full outline of what we offer can be found on our Services page.

The specific supports you receive, along with the days, times and locations of delivery, are set out in your service agreement. Services are delivered across metropolitan Melbourne and surrounding suburbs — see our Service Areas page for details.

Any change to the services you receive must be agreed by both parties and recorded as a variation to your service agreement before the changed services commence.

3. Funding and plan management

Where our services are funded through the National Disability Insurance Scheme (NDIS), a Home Care Package, or another government program, the services will also be delivered in accordance with the rules, price limits and requirements of the relevant program, including the NDIS Pricing Arrangements and Price Limits. Nothing in these Terms overrides those requirements.

We support self-managed, plan-managed and agency-managed participants. Claims will be submitted through the payment channel that applies to your arrangement.

You agree to tell us promptly if your funding, plan, package level or eligibility changes, as this may affect the services we can provide and how we invoice for them.

4. Quotes, fees and payment

• Quotes we provide are valid for 30 days from the date of issue unless otherwise stated. You can request a quote at any time via our Get a Quote page.
• Fees for services are set out in your service agreement or our current price guide, and are expressed in Australian dollars. Where GST applies, fees are inclusive of GST unless otherwise stated.
• Unless you are agency-managed, invoices are payable within 14 days of the date of issue. If you are agency-managed, we will submit claims directly through the relevant claim channel.
• If an invoice remains unpaid beyond 30 days, we may suspend services after giving you written notice and a reasonable opportunity to pay.
• Third-party costs such as transport, activity tickets or entry fees will be charged at cost with receipts provided, only where this is included in your service agreement.

5. Bookings, cancellations and changes

We ask that you give as much notice as possible if you need to cancel or reschedule a scheduled support session — at least 24 hours’ notice wherever practicable.

• Cancellation charges may apply where insufficient notice is given, in accordance with your service agreement and any applicable funding rules, including short-notice cancellation rules under NDIS pricing arrangements.
• If we need to cancel or reschedule a session because of staff illness, emergency or availability, no cancellation fee applies. Where practicable, we will offer you a suitable alternative time or a replacement support worker.
• If we arrive for a scheduled visit and cannot gain access to your home, or a session cannot proceed because required information or equipment is not available, this may be treated as a late cancellation.

6. Our commitments

We will provide services with reasonable care and skill, delivered by support workers who are suitably trained and screened for their role. In particular, we will:

• ensure all support workers hold current police checks, and NDIS Worker Screening Checks where required, along with relevant qualifications and first aid certification;
• comply with the NDIS Code of Conduct, and with the relevant aged care code of conduct where services are delivered to aged care clients;
• treat you with respect, dignity and cultural sensitivity, and support your right to make choices about your own life;
• manage incidents and reportable matters in accordance with our obligations under the NDIS Quality and Safeguards framework and other applicable law;
• take your preferences about support workers into account and, where reasonably possible, match workers to those preferences.

7. Your responsibilities

To help us deliver safe, effective services, you agree (or, where relevant, your nominee or carer agrees) to:

• provide accurate and current information about your support needs, health conditions, medications, communication needs and any risks relevant to service delivery;
• provide a safe working environment for our support workers. Our workers have the right to a safe workplace, and we may pause or adjust services until any identified hazard is reasonably managed;
• treat our staff and contractors with courtesy and respect. Violence, abuse, harassment or discrimination towards our workers may result in immediate suspension or termination of services;
• let us know promptly if your circumstances or support needs change;
• only request the services set out in your service agreement. Additional services require an agreed variation before they can be delivered.

8. Health, medical and emergency matters

Our support workers are not medical or nursing practitioners. Except where a specific clinical support is expressly included in your service agreement and delivered in accordance with applicable guidelines and delegations, our workers do not provide medical advice, diagnosis, treatment or nursing care. You should continue to consult your general practitioner and other health professionals about your medical care.

If an emergency or life-threatening situation arises while a support worker is with you, the worker will follow our emergency procedures, which include contacting emergency services and notifying your nominated emergency contacts.

9. Privacy and confidentiality

We respect your privacy. We collect, use, store and disclose personal information only as needed to deliver services to you, to meet legal and funding obligations, and as otherwise described in our Privacy Policy. We handle personal information in accordance with the Australian Privacy Principles and applicable Victorian and Commonwealth privacy law.

We will not share information about you with third parties without your consent, except where we are required or permitted by law, or where it is necessary to protect your safety or the safety of others.

10. Complaints, feedback and disputes

We welcome feedback and take complaints seriously. If you have a concern or complaint about our services, please contact us at ceo@janeirosupportservices.online. We will acknowledge your complaint within two business days and work with you towards a fair and prompt resolution. You will never be disadvantaged for raising a complaint.

If you are not comfortable raising a concern with us, or you are not satisfied with our response, you may contact the NDIS Quality and Safeguards Commission (for NDIS-funded supports), the Aged Care Quality and Safety Commission (for aged care services), or another relevant external body.

11. Suspension and termination

Either party may end the service agreement by giving the notice set out in that agreement — commonly 14 days’ written notice. Either party may also propose a shorter period by mutual agreement, particularly where your support needs are changing.

We may suspend or terminate services with immediate effect where there is a serious risk to the safety of you, our workers or others, where fees remain unpaid after notice and a reasonable opportunity to pay, or where there is a serious or persistent breach of these Terms.

When services end, we will issue a final invoice for services delivered to the end date, and where reasonably possible we will support a smooth transition to another provider of your choosing.

12. Limitation of liability

To the maximum extent permitted by law, we are not liable to you for any indirect or consequential loss, or for loss of opportunity, arising in connection with the services. Nothing in this clause limits or excludes any liability that cannot lawfully be limited or excluded, including under Australian Consumer Law as set out in the next section.

We are not liable for any failure or delay in providing services caused by events beyond our reasonable control, including natural events, utility outages, pandemic-related restrictions or industrial action.

13. Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy conferred on you by the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other law that cannot lawfully be excluded, restricted or modified.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the services, you are entitled to cancel your service agreement and to a refund of the price paid, or compensation for its reduction in value. You are also entitled to compensation for any other reasonably foreseeable loss or damage.

14. Changes to these Terms

We may update these Terms from time to time. The current version will always be published on this page. Where a change is material, we will take reasonable steps to notify you (for example, by email or in writing) before the change takes effect. Your continued engagement of our services after an update takes effect constitutes acceptance of the updated Terms.

15. General

• Entire agreement: these Terms, together with your service agreement and our Privacy Policy, form the entire agreement between you and us in relation to the services.
• Severability: if any provision of these Terms is found to be invalid or unenforceable, the remaining provisions continue in full force.
• Transfer: we will notify you before transferring our rights or obligations under your service agreement to another party. You may not assign your rights under the agreement without our written consent.
• Governing law: these Terms are governed by the laws of Victoria, Australia, and the parties submit to the jurisdiction of the courts of Victoria.

16. Contact us

If you have any questions about these Terms, your service agreement or the way we deliver services, please contact us:

• Email: ceo@janeirosupportservices.online
• Location: Melbourne VIC, Australia
• ABN: 61 702 507 300

Ready to discuss your support needs? Request a free quote or send us a message through our Contact page.