Terms and Conditions

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Lighthouse Support Services

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1. Introduction

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These Terms and Conditions outline the rights and responsibilities of participants, their representatives, and Lighthouse Support Services (“we”, “our”, “us”) when engaging with our supports and services. By accessing our website, communicating with our team, or receiving services from Lighthouse Support Services, you agree to these Terms and Conditions.

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2. Our Commitment

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Lighthouse Support Services is committed to providing high-quality, person-centred support in accordance with the NDIS Code of Conduct and the NDIS Practice Standards. We promote dignity, respect, inclusion, and independence in every aspect of our service delivery.

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3. Participant Responsibilities

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Participants (or their nominated representatives) agree to:

• Provide accurate and up-to-date information relevant to their support needs.

• Treat staff and other participants with respect and courtesy.

• Work collaboratively with our team to achieve their goals.

• Provide reasonable notice for any cancellations or changes to services (see Section 6).

• Comply with health and safety instructions provided by staff during support.

 

4. Service Agreements

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Before commencing services, Lighthouse Support Services and the participant will enter into a Service Agreement that details:

• The type and frequency of supports provided.

• The costs and funding source (NDIS plan, private, etc.).

• Rights and responsibilities of both parties.

• Procedures for changes, complaints, or cancellations.

The Service Agreement must be signed prior to support delivery.

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5. Fees and Payments

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• Fees are charged in line with the NDIS Pricing Arrangements and Price Limits or as agreed in writing.

• Invoices are issued in accordance with the participant’s payment method (plan-managed, self-managed, or agency-managed).

• Payments are due within the agreed timeframe specified in the Service Agreement.

 

6. Cancellations

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• Participants are required to give at least 7 days’ notice for cancellation of community access, travel, or day support services.

• Cancellations made with less than 7 days’ notice may incur a cancellation fee in line with NDIS guidelines.

• Repeated cancellations without notice may affect ongoing service provision.

 

7. Health and Safety

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Lighthouse Support Services follows all workplace health and safety standards to ensure the wellbeing of participants and staff. Participants are expected to act safely and follow reasonable directions from staff during support activities.

 

8. Privacy and Confidentiality

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We respect your right to privacy and comply with the Privacy Act 1988 (Cth) and the NDIS (Quality Indicators) Guidelines.
All personal information collected is used solely for the purpose of providing support and will not be shared without consent, unless required by law.

For full details, please refer to our Privacy Policy.

 

9. Feedback and Complaints

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We value your feedback and encourage you to raise any concerns.
Complaints can be made directly to Lighthouse Support Services via phone, email, or in person.
If you are unsatisfied with our response, you may contact the NDIS Quality and Safeguards Commission at www.ndiscommission.gov.au.

 

10. Limitation of Liability

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Lighthouse Support Services is not liable for any direct or indirect loss, damage, or injury arising from the use of our services or website, except as required under Australian law.

 

11. Website Use

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Information provided on our website is for general information only. We make no guarantees as to its accuracy or completeness and reserve the right to modify or remove content at any time without notice.

 

12. Changes to These Terms

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Lighthouse Support Services may update these Terms and Conditions from time to time. The latest version will always be available on our website or by request. Continued use of our services constitutes acceptance of the updated Terms.