Terms and Conditions
To access services from True Path Care, a formal Service Agreement must first be created and agreed upon by both parties.
The Service Agreement outlines:
- The services that will be provided
- The duration of services
- The cost of supports
- Any special arrangements required
Services will only commence once the participant or their authorised representative provides verbal or written confirmation agreeing to the Service Agreement.
True Path Care may update these Terms and Conditions from time to time. Any updates will be published with at least 7 days notice before they take effect.
True Path Care supports participants funded through the following arrangements:
- NDIS (National Disability Insurance Scheme)
- Privately funded supports
Participants are responsible for ensuring sufficient funding is available within their plan before services are delivered.
Where a Plan Manager is used, invoices will be sent directly to the nominated plan management provider.
Invoices for services are issued in accordance with the NDIS Pricing Arrangements and Price Limits.
Payment terms include:
- Invoices must be paid within 7 days unless otherwise agreed
- For self-managed participants, payment is required upon receiving the invoice
- For plan-managed participants, invoices will be sent directly to the plan manager
Failure to pay invoices may result in suspension of services until the outstanding balance has been resolved.
Where transport support is provided, charges may apply in accordance with the NDIS Pricing Arrangements.
Transport charges may include:
- Travel time to and from appointments
- Mileage costs
- Community participation travel
Participants will always be informed in advance if transport costs apply.
Where applicable, an establishment fee may be charged at the start of a new service arrangement.
This fee covers:
- Service setup
- Participant onboarding
- Care planning and documentation
All establishment fees follow the current NDIS pricing guidelines.
True Path Care aims to match participants with support workers who best suit their needs, preferences, and goals.
Participants may request preferences such as:
- Gender of support worker
- Language spoken
- Cultural considerations
- Specific experience or skills
While we strive to accommodate these preferences, availability may vary.
True Path Care is committed to providing safe, respectful, and professional support.
Our responsibilities include:
- Delivering services in line with the Service Agreement
- Providing qualified and screened support workers
- Maintaining participant privacy and confidentiality
- Communicating clearly about services and scheduling
- Complying with NDIS Quality and Safeguards standards
Participants are expected to:
- Treat staff with respect and courtesy
- Provide a safe environment for support workers
- Inform us of any changes to their plan or circumstances
- Ensure sufficient funding is available for services
- Communicate changes to scheduled services in advance
Participants may request changes to their Service Agreement at any time.
Changes may include:
- Adjusting support hours
- Changing services
- Updating goals or support needs
Any modifications must be agreed upon by both parties before they take effect.
Either the participant or True Path Care may terminate the Service Agreement with written notice.
The standard notice period is 14 days.
Immediate termination may occur in circumstances including:
- Safety concerns
- Serious breaches of the agreement
- Non-payment of services
True Path Care values feedback from participants and their families.
You may provide:
- Feedback
- Compliments
- Complaints
All complaints will be handled confidentially and addressed as quickly as possible.
Participants also have the right to contact the NDIS Quality and Safeguards Commission if they are not satisfied with the outcome.
Participants must provide at least 24 hours notice if they need to cancel a scheduled support service.
If less than 24 hours notice is provided, the service may still be charged according to the NDIS cancellation policy.
Repeated cancellations may result in a review of the service agreement.
All support workers at True Path Care:
- Undergo background checks
- Are appropriately trained
- Follow professional conduct standards
- Respect participant dignity and independence
Participants should report any concerns about support workers immediately.
Participants may contact our team regarding services, scheduling, or support needs.
Communication methods include:
- Phone
- Online enquiries
We aim to respond to all enquiries within one business day.
In some situations, support services may be delivered remotely through phone or video support.
Tele-support may be used for:
- Check-ins
- Guidance
- Support coordination
- Certain community participation activities
If a support worker arrives at a scheduled service and receives no response from the participant, the following procedure may apply:
- Attempt to contact the participant by phone
- Wait for a reasonable period
- Contact emergency contacts if necessary
The scheduled service may still be billed according to the booked time.
True Path Care maintains a strict zero tolerance policy for:
- Abuse
- Harassment
- Violence
- Discrimination
This policy applies to both staff and participants.
Any incidents will be taken seriously and may result in suspension or termination of services.