Integrity Living Solutions Pty Ltd
ABN: 75 697 638 636
27/39 Lawrence Drive
Nerang QLD 4211

Phone: 1300 611 595
Email: support@integrityliving.com.au
Website: www.integrityliving.com.au

Effective Date: 30 April 2026
Last Updated: 10 June 2026

1. Introduction

These Terms and Conditions govern the provision of services by Integrity Living Solutions Pty Ltd ("ILS", "we", "us", or "our") to clients, participants, representatives, and other service users ("you" or "your").

By engaging ILS to provide services, signing a Service Agreement, accepting services, or making a booking, you agree to be bound by these Terms and Conditions.

2. Services

ILS provides a range of services including, but not limited to:
- Disability support services
- Nursing and health-related supports
- Domestic assistance
- Household cleaning
- Gardening and yard maintenance
- Community participation and social support
- Transport services
- Personal support services
- Respite support
- Aged care support services
- Other agreed supports

Services will be provided in accordance with the Service Agreement, support plan, funding arrangements, and applicable laws and standards.

3. Eligibility for Services

To receive services, clients, authorised representatives, and referrers are required to:
- Enter into a Service Agreement where required;
- Provide accurate information regarding support needs.

ILS reserves the right to refuse or discontinue services where it is unable to safely meet a client's needs.

4. Service Agreements

Where applicable, services will be governed by a separate Service Agreement.

In the event of any inconsistency between these Terms and Conditions and a Service Agreement, the Service Agreement will prevail to the extent of the inconsistency.

5. Client Rights

Clients have the right to:
- Be treated with dignity and respect;
- Receive safe and quality services;
- Exercise choice and control;
- Be free from abuse, neglect, exploitation, and discrimination;
- Have personal information protected;
- Make complaints without fear of reprisal;
- Access information regarding their supports and services.

6. Client Responsibilities

Clients agree to:
- Treat ILS staff respectfully and courteously;
- Provide accurate and up-to-date information;
- Notify ILS of any risks or hazards at service locations;
- Notify ILS of changes in circumstances affecting service delivery;
- Ensure a safe environment for staff and contractors;
- Pay fees and charges when due;
- Comply with agreed service arrangements.

ILS may suspend or terminate services where staff safety is at risk.

7. Fees and Charges

Fees for services will be outlined in a Service Agreement, a Schedule of Supports, an approved quotation, a Service Request issued by an authorised Referrer, or applicable NDIS, Home Care Package, aged care, or other funding arrangements.

Direct Client Arrangements
Where a client engages ILS directly, the client is responsible for payment of all agreed fees and charges.

Funded or Referred Arrangements
Where services are arranged through a Support Coordinator, Care Manager, Plan Manager, Home Care Package Provider, government-funded program, insurer, or other authorised organisation ("Referrer"), invoices may be issued directly to that organisation in accordance with agreed funding and billing arrangements.

Where funding is unavailable, exhausted, withdrawn, or insufficient to cover services provided, the client may become responsible for any outstanding charges unless otherwise agreed in writing.

ILS may review and adjust fees from time to time in accordance with funding guidelines, legislative requirements, market conditions, or operational costs. Reasonable notice of fee changes will be provided.

8. Invoices and Payment

Direct Clients
Where services are provided directly to a client without third-party funding, invoices will be issued to the client. Payment terms are fourteen (14) days from the invoice date unless otherwise agreed in writing.

Funded and Referred Services
Where services are arranged through a Referrer or funding organisation, invoices may be issued directly to Support Coordinators, Plan Managers, Home Care Package Providers, Care Management Organisations, government-funded programs, insurers, or other authorised funding bodies.

The Referrer is responsible for ensuring sufficient funding and approvals exist prior to requesting services.

ILS reserves the right to suspend services where approved funding or payment arrangements are not maintained.

ILS reserves the right to:
- Charge interest on overdue amounts where permitted by law;
- Recover reasonable debt collection costs;
- Suspend services for non-payment;
- Refuse future service requests where accounts remain overdue.

9. Referrals and Authorisation of Services

ILS frequently receives referrals and service requests from Support Coordinators, Plan Managers, Home Care Package Providers, Care Managers, hospitals and discharge planners, allied health professionals, government agencies, insurers, and family members or authorised representatives.

By requesting services from ILS, the Referrer warrants that:
- They have authority to arrange the requested services;
- Appropriate funding or approval has been obtained where required;
- Information provided regarding the client's support needs is accurate to the best of their knowledge; and
- Necessary consents have been obtained to facilitate service delivery.

ILS may rely on information and instructions provided by authorised Referrers when coordinating and delivering services.

10. NDIS Participants, Home Care Package Recipients and Direct Clients

ILS provides services to NDIS participants, Home Care Package recipients, Commonwealth Home Support Programme (CHSP) clients, privately funded clients, and other community members requiring support services.

For funded participants and clients:
- Services will be delivered in accordance with approved funding arrangements;
- Claims may be submitted to the NDIA, Plan Manager, Home Care Package Provider, insurer, or other authorised funding body;
- Services remain subject to available budgets and funding approvals.

For privately funded clients:
- Services will be provided in accordance with the agreed quotation, Service Agreement, and these Terms and Conditions;
- Clients are responsible for payment of all agreed fees and charges.

ILS complies with all applicable legislation, the NDIS Code of Conduct, NDIS Practice Standards, aged care requirements, and relevant industry standards.

11. Cancellations

Client Cancellations
Clients must provide at least 24 hours' notice for general support services, and any additional notice requirements specified in the Service Agreement.

Where sufficient notice is not provided, ILS may charge cancellation fees in accordance with NDIS Pricing Arrangements and Price Limits, aged care funding requirements, or the Service Agreement.

Provider Cancellations
ILS may cancel or reschedule services due to staff illness, safety concerns, extreme weather, emergencies, or circumstances beyond our reasonable control. Where possible, alternative arrangements will be offered.

12. Minimum Service Charges, Access and Attendance

ILS allocates staff, vehicles, equipment, and resources based on scheduled bookings and service requests.

Minimum Service Charges
ILS may apply minimum service charges for certain services, including cleaning services, gardening and yard maintenance, domestic assistance, transport services, welfare checks, home maintenance and support services, and other agreed supports. Minimum charges, if applicable, will be outlined in the Service Agreement, quotation, referral arrangement, or service schedule.

Client Access Requirements
Clients, authorised representatives, and Referrers are responsible for ensuring that:
- Safe and reasonable access to the service location is available at the agreed time;
- Necessary approvals or permissions have been obtained;
- Access instructions are accurate and current;
- Pets are appropriately secured where required;
- Any known hazards are disclosed prior to service delivery.

Failure to Provide Access
Where ILS staff attend a scheduled service and are unable to commence or complete the service due to circumstances beyond the reasonable control of ILS, including:
- The client not being present;
- Inability to gain access to the property;
- Incorrect access information;
- Locked premises;
- Unsafe conditions;
- Aggressive behaviour;
- Unrestrained animals;
- Severe weather conditions;
- Refusal of entry; or
- Any other circumstance preventing safe service delivery,

ILS reserves the right to charge a minimum attendance fee, travel costs, and/or any applicable cancellation charge, as permitted by the Service Agreement, funding arrangements, NDIS Pricing Arrangements, Home Care Package requirements, or applicable quotation.

Partially Completed Services
Where a service is partially completed due to circumstances outside the control of ILS, charges may be applied for work performed, travel, labour, and resources utilised up to the point the service ceased.

Emergency and Safety-Related Suspension
ILS reserves the right to immediately suspend, postpone, or terminate services where staff reasonably believe there is a risk to health, safety, property, or wellbeing.

In such circumstances, ILS will attempt to notify the client and/or Referrer as soon as reasonably practicable and discuss appropriate alternative arrangements where possible.

13. Transport Services

Clients using transport services agree that:
- Seat belts must be worn where legally required;
- Appropriate behaviour must be maintained during transport;
- Pick-up and drop-off times are estimates only;
- Additional charges may apply for waiting time, parking, tolls, or agreed travel expenses.

ILS reserves the right to refuse transport where safety risks exist.

14. Nursing and Health-Related Supports

Nursing and health-related supports will only be provided by appropriately qualified personnel.

Clients must provide accurate health information relevant to the services being delivered.

ILS may require additional assessments or medical information before providing certain supports.

Emergency medical situations may require ILS staff to contact emergency services without prior consent where necessary to protect health or safety.

15. Workplace Health and Safety

ILS is committed to providing a safe workplace for staff, contractors, and clients.

Clients agree to provide a safe environment, including:
- Safe access to the property;
- Adequate lighting;
- Control of aggressive animals;
- Disclosure of known hazards;
- A smoke-free environment during service delivery where reasonably practicable.

Services may be suspended if safety concerns arise.

16. Privacy and Confidentiality

ILS handles personal information in accordance with its Privacy Policy and applicable privacy legislation.

Personal information may be collected, used, stored, and disclosed for the purposes of delivering services, managing funding arrangements, meeting legal obligations, and improving service quality.

The current Privacy Policy is available upon request or via our website.

17. Complaints and Feedback

ILS welcomes feedback and complaints as opportunities for continuous improvement.

Clients may submit complaints verbally, in writing, or via email.

Complaints may be directed to:

Integrity Living Solutions Pty Ltd
Phone: 1300 611 595
Email: support@integrityliving.com.au
Online: www.integrityliving.com.au/feedback

Complaints will be handled fairly, confidentially, and in a timely manner.

18. Photography, Communications and Electronic Records

To support service delivery, quality assurance, compliance obligations, incident management, funding requirements, and communication with authorised Referrers, ILS may create, collect, store, and share electronic records relating to services provided.

Electronic records may include:
- Service notes and progress records;
- Attendance records;
- Electronic timesheets;
- Rostering information;
- Incident reports;
- Risk assessments;
- Email and SMS communications;
- Service completion reports;
- Photographs of completed work;
- Before and after photographs where relevant to the service provided.

Photographs may be collected for legitimate business purposes including:
- Demonstrating completion of cleaning, gardening, maintenance, or other agreed services;
- Verifying work completed for funding bodies or Referrers;
- Supporting invoicing and payment processes;
- Managing complaints, disputes, incidents, or quality reviews;
- Meeting regulatory or contractual obligations.

ILS will take reasonable steps to ensure photographs and electronic records are relevant, appropriate, and handled in accordance with applicable privacy legislation and the ILS Privacy Policy.

Photographs will not be used for marketing, promotional materials, social media, advertising, or public distribution without the prior written consent of the client or authorised representative.

Where services are arranged through a Referrer, Care Manager, Support Coordinator, Plan Manager, Home Care Package Provider, insurer, government agency, or other authorised organisation, relevant service records and photographs may be shared with that organisation where reasonably necessary to confirm service delivery, verify completed work, support funding claims, meet contractual obligations, or coordinate ongoing care and support services.

Clients and Referrers acknowledge and consent to the creation, storage, and sharing of such records for these purposes.

Electronic records may be retained in accordance with legal, contractual, funding, and operational requirements.

19. Limitation of Liability

To the maximum extent permitted by law, ILS excludes liability for:
- Indirect or consequential loss;
- Loss arising from circumstances outside our reasonable control;
- Delays caused by third parties, emergencies, or force majeure events.

Nothing in these Terms excludes any rights that cannot lawfully be excluded under Australian Consumer Law or other applicable legislation.

20. Property Damage

Clients or Referrers must notify ILS of any concerns regarding property damage within seven (7) days of the relevant service.

ILS will investigate all claims fairly and may require supporting evidence.

ILS is not responsible for:
- Pre-existing damage;
- Normal wear and tear;
- Damage arising from unsafe conditions;
- Damage resulting from faulty equipment supplied by others.

21. Subcontractors and Third-Party Providers

ILS may engage suitably qualified employees, contractors, subcontractors, agency personnel, allied health professionals, service partners, or other third-party providers to assist in delivering services.

Where subcontractors or third-party providers are engaged:
- ILS will take reasonable steps to ensure they possess appropriate qualifications, licences, insurances, and clearances required for the services being delivered;
- They will be required to comply with applicable laws, privacy obligations, professional standards, and ILS policies and procedures;
- They may be provided with relevant client information necessary to deliver services safely and effectively, in accordance with our Privacy Policy.

Clients acknowledge and consent to the use of appropriately qualified subcontractors and third-party providers where necessary to support service delivery.

ILS remains responsible for coordinating services delivered on its behalf.

22. No Employment Relationship

Nothing in these Terms and Conditions creates any employment, partnership, joint venture, agency, fiduciary, or other similar relationship between ILS and a client, ILS and a Referrer, a client and any employee, contractor, subcontractor, or representative of ILS, or a Referrer and any employee, contractor, subcontractor, or representative of ILS.

All personnel engaged by ILS remain under the direction and control of ILS and are not employees of the client, participant, family member, authorised representative, or Referrer.

Clients and Referrers must not directly employ, engage, solicit, or attempt to recruit ILS personnel to provide substantially similar services outside of ILS during the period services are being delivered and for six (6) months following the conclusion of services, unless otherwise agreed in writing by ILS.

23. Termination of Services

Either party may terminate services by providing written notice in accordance with the applicable Service Agreement.

ILS may immediately suspend or terminate services where:
- Staff safety is threatened;
- Illegal conduct occurs;
- Fraud is suspected;
- Fees remain unpaid;
- Funding approvals are withdrawn; or
- Services can no longer be safely delivered.

Any outstanding fees remain payable following termination.

24. Changes to Terms and Conditions

ILS may amend these Terms and Conditions from time to time.

Updated versions will be made available on our website and upon request.

Continued use of services after notification of changes constitutes acceptance of the revised Terms and Conditions.

25. Governing Law

These Terms and Conditions are governed by the laws of Queensland, Australia.

Any disputes arising in connection with these Terms and Conditions shall be subject to the jurisdiction of the courts of Queensland.

26. Contact Information

Integrity Living Solutions Pty Ltd
ABN: 75 697 638 636
27/39 Lawrence Drive
Nerang QLD 4211

Phone: 1300 611 595
Email: support@integrityliving.com.au
Website: www.integrityliving.com.au