Service Agreement

Terms of Service

These terms set out the conditions under which Kaya Care WA provides NDIS support coordination and plan management services.

1. Our services

Kaya Care WA (ABN 90 638 239 308) is a registered NDIS provider offering:

  • Support Coordination: Planning and coordination of support services to help you reach your NDIS goals
  • Plan Management: Administering your NDIS budget, invoicing service providers, and providing financial reports

Services are delivered in-person across Perth Metro and South of River suburbs, and Australia-wide via telehealth in English, Hindi, and Punjabi.

2. Eligibility and referrals

To use our services, you must be an NDIS participant with an approved plan that includes support coordination or plan management funding. We accept referrals from the NDIA, plan nominees, families, participants, and support coordinators. We'll respond to referrals within 1–2 business days.

3. Service agreements and consent

When you engage with us, we'll provide a Service Agreement outlining what we'll do, how we'll charge (or the NDIS pricing arrangement applied), and what information we need from you. By signing, you consent to us collecting and using your personal information as described in our Privacy Policy.

4. Professional conduct

Our team follows a strict Code of Conduct requiring us to:

  • Maintain clear professional boundaries
  • Communicate respectfully and courteously at all times
  • Protect your privacy, dignity, and rights
  • Handle your personal information securely and confidentially
  • Act honestly and transparently in all dealings

5. Communication and appointments

We'll contact you via phone, email, or SMS using the contact details you provide. Our business hours are Monday to Friday, 9:00am to 5:00pm. If you need to reschedule an appointment, please give us at least 24 hours' notice.

6. Fees and charges

Our fees are charged in accordance with the NDIS Pricing Arrangements for support coordination and plan management. You'll receive an invoice detailing the hours worked and costs incurred. Payment terms and methods will be outlined in your Service Agreement.

7. Complaints and disputes

If you're not satisfied with our service, we encourage you to raise your concern. You can:

We'll respond to your complaint within 5 business days. If you're not satisfied with our response, you can contact the NDIS Quality and Safeguards Commission on 1800 035 544.

8. Limitation of liability

To the extent permitted by law, Kaya Care WA and its staff are not liable for:

  • Any loss or damage arising from circumstances beyond our control
  • Decisions made by participants or third parties based on information we provide
  • Outcomes related to NDIS funding decisions, which are made by the NDIA

Our total liability is limited to the amount of fees you've paid to us in the 12 months before the claim arises.

9. Confidentiality

We keep your information confidential under the Privacy Act 1988 and NDIS Practice Standards. We may share your information with the NDIA, your plan manager, other service providers, and health practitioners only where necessary to provide services or where required by law. See our Privacy Policy for full details.

10. Termination of services

Either party may end the service relationship with notice. We may suspend services immediately if there's a serious risk to anyone's safety. We'll outline the process for closing your account and transferring records in your Service Agreement.

11. Changes to these terms

We may update these terms from time to time. Changes will be notified to you via email or post. Continued use of our services after notification constitutes acceptance of the updated terms.

12. Governing law

These terms are governed by the laws of Western Australia. Any disputes will be resolved according to the dispute resolution procedures outlined above and, if necessary, through the courts of Western Australia.

13. Acknowledgments

By using our services, you acknowledge that:

  • You've read and understood these Terms of Service
  • You have capacity to enter into a service agreement with us
  • You've been given the opportunity to seek independent legal or financial advice
  • You consent to us holding and using your personal information as described in our Privacy Policy

These Terms of Service were last updated 10 August 2026. They apply to all participants engaging with Kaya Care WA for NDIS support coordination or plan management services.