Terms of Service

These Terms of Service ("Terms") govern the provision of NDIS support services by Sabah Moon Care Pty Ltd (ABN 87 681 188 303) ("SMC", "we", "us") to participants and their representatives ("you"). By engaging our services or signing a Service Agreement, you agree to these Terms. These Terms operate in conjunction with your individual Service Agreement and applicable NDIS legislation. These Terms comply with the Australian Consumer Law (Schedule 2, Competition and Consumer Act 2010) and the National Disability Insurance Scheme Act 2013 (Cth).

Sabah Moon Care is a registered NDIS provider delivering the following supports across Australia: • Assistance with Daily Life • Travel and Transport • Community Participation • Group and Centre Based Activities • Household Daily Tasks • Specialist Disability Accommodation (SDA) • Intensive High Care • Shared Living (Supported Independent Living) The specific services, hours, and rates applicable to you are outlined in your individual Service Agreement. We reserve the right to update our service offerings, and will notify you of any changes that affect your supports.

3.1 Funding: Services are funded through your NDIS plan. It is your responsibility to ensure you have sufficient NDIS funding for the supports agreed in your Service Agreement. 3.2 Plan management: We accept NDIA-managed, plan-managed, and self-managed funding arrangements. 3.3 Pricing: Our prices are consistent with the NDIS Pricing Arrangements and Price Limits published by the NDIA. Current rates are available on request and will be specified in your Service Agreement. 3.4 Invoicing: Invoices are submitted to the NDIA or your plan manager following service delivery. For self-managed participants, payment is due within 14 days of invoice. 3.5 Changes to pricing: Where the NDIA updates Pricing Arrangements, our prices may change accordingly. We will notify you in advance of any price changes.

Before services commence, we will agree on a written Service Agreement that covers: • The specific supports to be delivered • The hours and schedule of support • The agreed price for each support • How we will work together and resolve disagreements • Conditions for ending the agreement Service Agreements are reviewed regularly or when your circumstances change. Both parties must agree to any changes in writing.

Your rights include: • Respect for your dignity, autonomy, and cultural identity • Receiving services free from abuse, neglect, exploitation, and discrimination • Having your privacy and confidentiality protected • Making decisions about your own life and supports • Providing feedback or making a complaint without negative consequences • Accessing an advocate to support you at any time Your responsibilities include: • Providing accurate information about your needs and NDIS plan • Treating our staff with respect and courtesy • Giving reasonable notice when cancelling supports (see Section 7) • Ensuring a safe environment for support delivery • Notifying us of changes that may affect your services

Sabah Moon Care commits to: • Delivering services in a safe, competent, and person-centred manner • Employing staff with appropriate qualifications, screening, and insurance • Maintaining current NDIS registration and compliance with the NDIS Practice Standards • Respecting your cultural background, language preferences, and personal values • Providing services by workers who have completed NDIS Worker Screening Checks and Working with Children Checks (where applicable) • Maintaining adequate professional indemnity and public liability insurance • Responding to feedback and complaints within reasonable timeframes

Short notice cancellations: If you cancel a scheduled support with less than 2 business days' notice (or the timeframe specified in your Service Agreement), we may charge the agreed rate for that support in accordance with NDIS Pricing Arrangements. No-shows: If you are unavailable when a support worker arrives, we may charge for the scheduled support. Provider cancellations: If we cancel a support, we will not charge you, and will make reasonable efforts to reschedule within a timeframe that meets your needs. Emergencies: We recognise that genuine emergencies occur. Cancellation fees may be waived at our discretion in exceptional circumstances.

We take all feedback seriously and aim to resolve complaints promptly and fairly. How to make a complaint: 1. Contact us directly: contact@sabahmooncare.com.au or 0404 153 355 2. If unresolved, contact the NDIS Quality and Safeguards Commission: 1800 035 544 or www.ndiscommission.gov.au 3. You may also contact the NDIA at 1800 800 110 Our complaints process: We will acknowledge your complaint within 2 business days and provide a written response within 10 business days. Complex complaints may take longer — we will keep you informed. You will not be disadvantaged or penalised for making a complaint.

You may end your Service Agreement by giving us written notice as specified in your agreement (typically 2–4 weeks). We will work with you to ensure continuity of support. We may end your Service Agreement where: • You no longer have NDIS funding for the agreed services • Your support needs change beyond what we are able to safely deliver • There is a serious safety risk to our staff or other participants • You have not met your payment obligations (self-managed participants) In any case, we will give you reasonable notice and, where possible, assist you to find alternative supports.

To the extent permitted by the Australian Consumer Law, our liability for any loss or damage arising from service delivery is limited to re-supplying the relevant service or refunding the amount paid for that service. Nothing in these Terms limits rights that cannot be excluded under Australian Consumer Law, including guarantees that services will be rendered with due care and skill.

These Terms are governed by the laws of New South Wales, Australia. Any disputes that cannot be resolved informally are subject to the jurisdiction of the courts of New South Wales.

We may update these Terms from time to time. We will notify you of any material changes at least 14 days before they take effect. Continued use of our services after that date constitutes acceptance of the updated Terms.

Email: contact@sabahmooncare.com.au

Phone: 0404 153 355