Disability & Mental Health Care Pty Ltd · ABN 19 658 578 575 · registered NDIS provider 4-LO5XNY0

Service Agreement

The agreement between you and Disability and Mental Health Care Pty Ltd for using The Care Web and receiving supports through it. The same for everyone; nothing to fill in.

This Service Agreement (Agreement) and the policies it refers to form a legal agreement between Disability and Mental Health Care Pty Ltd (ABN 19 658 578 575, registered NDIS provider 4-LO5XNY0), which operates The Care Web (we, us), and you. It sets out the terms you agree to so that you may use The Care Web and receive supports through it, what you can expect from us, and what we expect from you. Capitalised words have the meaning given in the Glossary at the end.

1  How The Care Web works

The Care Web is an online platform that connects you with Support Workers employed by us, to deliver Supports to you under our NDIS registration. Using The Care Web you can:

1. find and choose Support Workers, and read what has been checked about each of them;
2. request, manage, cancel and review Bookings;
3. keep your Support Plan, which is how your workers learn how you want to be supported;
4. read the shift note a worker writes after every Booking, your invoices and statements, and every document on your file; and
5. give feedback, make a complaint, and tell us who may act for you.

The things most people ask about first are in clause 5 (how Bookings work), clause 7 (what Supports cost and how fees change), clause 5.3 (cancellations) and clause 6 (complaints and incidents).

2  Application of this Agreement

2.1  Access to the platform

1. To use The Care Web and receive Supports you must agree to this Agreement. You do that on screen; we record who agreed, when, and which edition of the text was on the screen, and we keep that edition so you can read it again.
2. This Agreement starts when you agree to it and ends when it is terminated by you or by us under clause 8.
3. You confirm that you understand this Agreement, and that you are 18 years or older. If the person receiving Supports is under 18, an adult parent or guardian must be recorded on the account as managing it before the first Booking.
4. If you are entering into this Agreement on behalf of someone else, you confirm that you have their authority or agreement to do so, that you will always act in their best interests, and that you are recorded on their account as their Representative. A Support Worker who takes a person’s shifts cannot be their Representative.

3  Rights and responsibilities

3.1  Shared responsibilities

You and we agree to:

1. be polite and respectful, and act in a way that keeps everyone safe;
2. communicate openly and honestly;
3. tell each other as soon as possible about any problem or concern, and work together to resolve it;
4. review your Support Plan and the Supports you receive regularly, and at least once a year; and
5. comply with all relevant laws, including the requirements of the NDIA and the NDIS Quality and Safeguards Commission, and help each other to do so.

3.2  Your responsibilities

Accurate information. You must give us true, current and complete information, and keep it current — your account details, your funding arrangement and plan dates, your Support Plan and the Supports you need. If something changes, update it on The Care Web as soon as you can, or ask us to.

Choosing Support Workers. We check every Support Worker’s clearances and training before they can be booked (clause 3.3). Beyond that it is your choice: read a worker’s profile, message or meet them first if you wish, make sure they have the skills and experience you want, tell them what they need to know through your Support Plan, and tell us if a worker is not right for you.

Health and safety. You must take reasonable care for your own health and safety and that of Support Workers and others when receiving Supports. That includes providing a safe physical and psychological environment for workers — the few things we ask about every home are written on your Support Plan — reporting any injury or incident that happens during a Booking, telling us of any complaint, and cooperating with any investigation. A Support Worker does not have to do anything that is unsafe, outside the Support that was booked, or outside their skills; if they are asked to, they record it, and we follow it up with you.

During a Booking. You must give the Support Worker the instruction and information they need to deliver the Support safely, only ask for tasks within the Support that was booked, and allow the worker their meal and rest breaks.

Serious misconduct. You must tell us if you, or anyone who will be present during a Booking, is part of a criminal investigation or has been charged with or convicted of serious misconduct — for example offences involving violence, fraud, dishonesty, sexual offences, or the safety of children or vulnerable people.

3.3  Our responsibilities

General. We provide Supports with the skills, experience, resources and authorisations the law requires of a registered NDIS provider, and we respond to your enquiries, concerns and complaints professionally and in good time, in accordance with clause 6.

Standard of care. We use our best efforts to ensure that every Support Worker performs their duties conscientiously, professionally and competently, in accordance with the NDIS Code of Conduct, the NDIS Practice Standards, our policies and the law.

Verification and clearances. No Support Worker is visible or bookable on The Care Web unless they hold a current NDIS Worker Screening clearance, we have checked the three banning-order registers (NDIS, aged care, and the former aged-care commission register) and displayed the result, and they hold current first aid and CPR certificates and have completed our induction training. If a clearance lapses or is withdrawn, the worker’s profile is removed from The Care Web the same day and their future Bookings are cancelled (clause 5.5).

Support Workers are our employees. We employ every Support Worker on The Care Web and are solely responsible for their wages, superannuation, leave, taxes, workers’ compensation and insurances. You never pay a worker directly.

Incidents. If an incident occurs during a Booking we respond in accordance with the NDIS Practice Standards and the NDIS (Incident Management and Reportable Incidents) Rules 2018: the incident is recorded; your family, guardian or advocate is told if you agree, noting that some incidents must be reported whether or not you consent; and a reportable incident is notified to the NDIS Commission within 24 hours, or within five business days of provider awareness for unauthorised restrictive practice without harm; where harm occurs, within 24 hours. The five-day form is due within five business days of provider awareness.

Continuity of support. If a Support Worker cannot attend a Confirmed Booking, The Care Web looks for cover in a fixed order: the workers you have named as your care web, then workers on paid standby, then the wider pool of matched workers, then our partner providers. We tell you what is happening and ask before any alternative arrangement is made. We do not guarantee cover (clause 5.1), and when we or a worker cancel you are never charged.

Emergencies and disasters. We follow our Business Continuity Plan and Emergency and Disaster Management Policy. Your own emergency and disaster plan is the emergency, continuity and safety sections of your Support Plan, written by you and printed from it on request; if your plan says you need essential support within eight hours of a disaster, you are on the list we work down first.

4  Consent to Supports

1. Your informed consent is required for every Support we provide. Requesting a Booking is how you give it for that Booking.
2. You may withdraw your consent for any Support at any time, and that Support stops.
3. Some Supports need a specific written consent or a clinician’s plan before they can be delivered — for example help with medication. Your Support Plan tells you which apply to you and your documents page shows what is on file.

5  Bookings

5.1  Availability of Support Workers

1. We do not guarantee that a suitable Support Worker will be available at any particular time.
2. We are not obliged to arrange a Support Worker or a replacement for you, but The Care Web tries to find cover as described in clause 3.3 and we will help if you ask us to or if the law requires it.
3. We may, at our discretion and for any reason, prevent a particular Support Worker from providing Supports to you.

5.2  Making a Booking

1. You create Bookings on The Care Web. Each Booking states the Support, the date, the start time, the number of hours, whether it repeats, and anything the worker should know.
2. A Booking must be for a Support we are registered to provide, within the worker’s role, and consistent with your current Support Plan.
3. Before your first Booking three things must be on your account, all of them yours to do and each a few minutes: how your Supports are funded, this Agreement, and a confirmed Support Plan.
4. A Booking is confirmed when a Support Worker accepts it (Confirmed Booking). A worker must have read and acknowledged the current version of your Support Plan before they can accept.
5. A Booking is completed when the worker marks it completed after the scheduled end time and writes the shift note (Completed Booking).

5.3  Cancellations

1. By you. You may cancel a Confirmed Booking on The Care Web at any time. If you cancel inside the notice window for that Support, or do not attend, you agree that we may charge 100% of the fee that would otherwise have been payable, where the NDIS pricing arrangements allow a short-notice cancellation claim for that support item and we must pay the worker for their time. The notice windows are published on the Pricing page and shown before you confirm a Booking; currently 7 days for personal care, daily tasks & shared living, community participation; 2 days for employment support, travel & transport, household tasks.
2. By us or the worker. We may cancel any Booking at any time and, where reasonable, arrange a replacement worker. When we or the worker cancel, nothing is charged.
3. The NDIA monitors short-notice cancellations and may contact us about a participant with a high number of them. We will work with you to reduce cancellations and to make sure your plan and Supports are meeting your needs.
4. To cancel outside office hours you can also call 0488 114 368.

5.4  Location and travel

You and the Support Worker agree where the Support is delivered and any travel involved. When a worker drives you in their own vehicle, the kilometres are charged under the activity-based transport item at the rate on the Pricing page, in addition to the worker’s time. Our Transport Policy applies to any vehicle used in connection with a Booking.

5.5  Removal or suspension of a Support Worker

1. We may suspend or remove a Support Worker from The Care Web at any time, without notice to you.
2. If we do, we will tell you as soon as reasonably possible, cancel any future Bookings with that worker (including Confirmed Bookings), and help you, as far as reasonably practicable, to find a replacement.

5.6  Offline arrangements

1. You must not propose or enter into an arrangement with a Support Worker to be supported outside The Care Web (Offline Arrangement), or any other arrangement that harms the relationship between you and us, or between us and our workers.
2. You must tell us immediately if a worker asks you to enter into an Offline Arrangement.
3. An Offline Arrangement is not a Support under this Agreement, is not covered by our insurance, and is not something we are responsible for paying or compensating anyone for.

6  Feedback, complaints and the Commission

1. You can give feedback or make a complaint on The Care Web through the Contact page with the topic Feedback or complaint — anonymously if you wish, or through an advocate or family member — by phone on 0488 114 368, by email to hello@thecareweb.com.au, or in person to the Director or a staff member.
2. A complaint made on The Care Web is given a reference number and acknowledged within 2 business days. We resolve complaints promptly in accordance with our Feedback and Complaints Policy.
3. Making a complaint never affects your access to Supports.
4. You can also complain to the NDIS Quality and Safeguards Commission at any time on 1800 035 544 (TTY 133 677; interpreters can be arranged), through the National Relay Service asking for 1800 035 544, or at ndiscommission.gov.au/about/complaints. Free, independent advocacy is available through the National Disability Advocacy Program on 1800 643 787.
5. Feedback you give us is voluntary and may be used by us to improve the service, without compensation to you.

7  Fees for Supports

7.1  Our fees

1. Our fees are set out in our Pricing Policy — the Pricing page on The Care Web. The price of each Support is the NDIS price limit for that support item, as published in the NDIS Pricing Arrangements and Price Limits, and we never charge above it.
2. You are responsible for any expense outside what your NDIS plan or other funding covers.

7.2  Fee changes

1. Our fees may change from time to time, including when the NDIA publishes new price limits (usually each 1 July).
2. If we change our fees we will give you at least seven days’ notice.
3. If you do not agree with a change, you may end this Agreement under clause 8.
4. If you continue to use The Care Web after a fee change takes effect, you have accepted the change. A Booking is priced when it is completed, from the published fees at that moment, and the price is then fixed on that Booking.

7.3  Approving completed Bookings

After a Booking is completed you review the worker’s timesheet on The Care Web. You may approve it or query it. We remind you after 3 days, and a timesheet not queried within 7 days is treated as approved, so that a worker’s pay does not depend on a reminder.

7.4  Payment

1. We seek payment for Supports after they have been delivered, according to the funding arrangement recorded on your billing details: if you self-manage, we invoice you and you pay within seven days of the invoice date; if your plan is plan-managed, we claim from your plan manager; if it is NDIA-managed, we claim from the NDIA. If you are not using NDIS funding, we invoice you.
2. You must keep your billing details complete and accurate, including your NDIS number, your plan manager’s details and your plan dates, and tell us immediately if your plan is suspended, replaced or ends, or if you stop being an NDIS participant.
3. You must have sufficient funding available for the Supports you book, and pay every invoice in full and on time.
4. No money passes through The Care Web. Payment is made to our bank account, by the payer, against the invoice or claim.

7.5  Disputed fees

1. If you dispute any amount on an invoice or statement, you must tell us within ten business days of its date. Every shift on your statement links to the Booking and the shift note it came from.
2. You must pay every other amount on the invoice that you do not dispute.

7.6  Goods and Services Tax

A supply of Supports under this Agreement is GST-free where it is a supply of one or more of the reasonable and necessary supports specified in the statement included, under subsection 33(2) of the NDIS Act, in your NDIS plan currently in effect under section 37 of that Act, or otherwise meets the requirements of the GST Act. Most Supports are GST-free. You will tell us immediately if your NDIS plan is replaced or you stop being a participant in the NDIS.

8  Ending this Agreement

8.1  Suspension

1. We may stop providing Supports to you and suspend your access to The Care Web immediately and without notice if we reasonably believe you have breached this Agreement, or where we consider it necessary for the safety of a worker or another person — for example violence, abuse, threats, theft or property damage by you or someone in your household, or disregard of the safety arrangements in your Support Plan.
2. If this happens we may cancel future Bookings, including Confirmed Bookings.
3. Reinstating your Supports or your access is at our discretion.

8.2  Termination

1. You may end this Agreement at any time by telling us, in writing or by phone.
2. We may end this Agreement by giving you 28 days’ notice in writing. We may end it sooner if you seriously breach it, if you no longer have NDIS or other funding for the Supports, if the Supports you need exceed what we are registered or able to provide, if there has been no contact between us for two months, or in the event of your death.

8.3  When it ends

1. We will help you transition to other supports where our duty of care requires it, and we record how your supports ended.
2. Your records are kept for the periods the NDIS rules and other laws require, and you can download a copy of your own information from your account at any time before then.

9  Information management

9.1  Your privacy

We collect, hold, use and disclose your personal and sensitive information in accordance with our Privacy Policy and the Privacy Act 1988. Your consent to that is given separately, in the Privacy and information-sharing consent, published at thecareweb.com.au/privacy-consent, which you read and agree to on your documents page. Your information is held in Australia, we never sell it, and you can read everything we hold about you from your account at any time.

9.2  Confidential information

You may come to know confidential information about us, our workers or other participants. You must not use or disclose it without our written consent unless the law requires you to, and you must tell us immediately of any suspected or actual breach.

10  Risk allocation

1. No medical advice. Nothing said by us or by a Support Worker is medical or expert advice.
2. Your statutory rights. The Supports and The Care Web come with guarantees under the Australian Consumer Law that cannot be excluded. Nothing in this Agreement excludes, restricts or modifies them.
3. Transport. You must comply with our Transport Policy. An accident, near miss, property damage or other transport incident during a Booking is not covered by our insurance, and we are not responsible for any resulting cost, damage or loss unless it was caused by our negligence or wilful misconduct.
4. Excluded liability. Nothing in this Agreement limits or excludes our liability for death or personal injury caused by our negligence or wilful misconduct, for fraud or fraudulent misrepresentation by us, or for anything the law does not allow to be limited or excluded.

11  General

11.1  Changes to this Agreement

1. We may change this Agreement and our policies. If we do, we tell you, and The Care Web asks you to read and agree to the new edition; the edition you agreed to before stays on your file and can be read at any time.
2. You agree to receive communications from us electronically, and that this satisfies any requirement that a communication be in writing.
3. Your continued use of The Care Web after a change takes effect means you accept the change. If you disagree with a change, you may end this Agreement under clause 8.

11.2  Other terms

1. Entire agreement. This Agreement, with the policies it refers to and your Support Plan, is the entire agreement between us and replaces any earlier agreement about the Supports.
2. Waiver. If either of us does not insist on a term being enforced, that is not a waiver of the right to enforce it, or any other term, later.
3. Severability. If any part of this Agreement is invalid or unenforceable it is read down or removed to the extent necessary, and the rest continues.
4. Survival. Clauses on confidentiality, liability, rights to payment that have already accrued and these general terms survive the end of this Agreement.
5. Governing law. This Agreement is governed by the laws of New South Wales, and we each submit to the courts there.
6. Interpretation. Headings are for convenience only; the singular includes the plural; “including” and similar words are not words of limitation; a reference to a law includes that law as amended or replaced; and no rule of construction applies against either party because it prepared this Agreement.

12  Important policies

These policies form part of this Agreement. Each is published on The Care Web; we may amend them or add to them from time to time, and clause 11.1 applies.

Policy	What it covers	Where
Terms of use and Privacy Policy	Your use of The Care Web; how we collect, use and disclose information about you; access, correction and deletion.	Privacy & terms page
Pricing Policy	The price of every Support, the support item it is claimed against, kilometre charges, and the notice windows for cancellation.	Pricing page
Cancellation Policy	Everyone’s rights and responsibilities when a Booking is changed or cancelled (clause 5.3).	Pricing page and the booking form
Booking approval	How a completed Booking is reviewed and approved (clause 7.3).	Your Bookings page
NDIS Code of Conduct	The behaviour expected of every worker and everyone on The Care Web.	Safety page
Verification and clearances	What is checked about every Support Worker before they are visible, and re-checked after (clause 3.3).	Safety page, and every worker’s profile
Feedback and Complaints Policy; incident response	How to give feedback, make a complaint or report an incident, and how we respond (clause 6).	Contact page and Safety page
Representatives	Who may act for you, the two rules about who cannot, and how to change it.	My documents › Who manages this account
Transport Policy	What applies when a vehicle is used in connection with a Booking (clauses 5.4 and 10).	Safety page

Glossary

Booking — a request on The Care Web for a Support on a date, at a time, for a number of hours. Confirmed Booking — a Booking a Support Worker has accepted. Completed Booking — a Booking the worker has marked completed and written the shift note for. Support — a support we are registered to provide and that you can book on The Care Web: employment support, personal care, travel & transport, daily tasks & shared living, household tasks, community participation. Support Plan — the plan you write on The Care Web about how you want to be supported, every version of which is kept. Support Worker — a person employed by us who delivers Supports through The Care Web. Representative — the person recorded on your account as managing it or making decisions with you: a parent or guardian, an appointed guardian or attorney, your NDIS nominee, or an advocate. Pricing Policy — the Pricing page on The Care Web. NDIA — the National Disability Insurance Agency. NDIS Commission — the NDIS Quality and Safeguards Commission.

Disability & Mental Health Care Pty Ltd · ABN 19 658 578 575 · NDIS provider 4-LO5XNY0 · 0488 114 368 · hello@thecareweb.com.au
Service Agreement, edition v1, issued 22/08/2026. Published at thecareweb.com.au/service-agreement.