These Terms of Service govern your use of support services provided by Flow Support Services (ABN 40 254 940 409).
Services
Flow Support Services provides disability support services including:
- • Personal care and daily living assistance
- • Community participation and social support
- • Transport assistance
- • Home and living skills development
- • Support coordination assistance
Service Agreement
Before commencing services, we will provide you with a Service Agreement that outlines:
- • The specific supports to be provided
- • Scheduling arrangements
- • Pricing and payment terms
- • Cancellation policy
- • Rights and responsibilities
NDIS Funding
Our services are designed for plan-managed and self-managed NDIS participants. We are not currently a registered NDIS provider. This means:
- • Agency-managed participants cannot use our services
- • Plan-managed participants can use us through their plan manager
- • Self-managed participants can engage us directly
Cancellation Policy
We understand that circumstances change. Our cancellation policy is:
More than 7 days notice: No charge
Less than 7 days notice: 100% of scheduled support (in line with NDIS guidelines)
We will always try to find alternative arrangements before charging cancellation fees.
Your Responsibilities
To help us provide the best support, we ask that you:
- • Provide accurate information about your support needs
- • Communicate any changes to your circumstances or needs
- • Give reasonable notice for cancellations
- • Treat support workers with respect
- • Provide a safe environment for support to take place
Our Responsibilities
We commit to:
- • Providing supports as agreed in your Service Agreement
- • Maintaining appropriate qualifications, insurance, and screening
- • Communicating openly and honestly
- • Respecting your privacy and dignity
- • Supporting your right to make decisions about your own life
- • Acting in accordance with the NDIS Code of Conduct
Complaints and Feedback
We welcome feedback and take complaints seriously. If you have concerns:
- • Speak directly with Tuan at any time
- • Email tuan@flowsupportservices.com.au
- • You can also contact the NDIS Quality and Safeguards Commission at 1800 035 544
Ending Services
Either party may end the service arrangement by providing reasonable notice (typically 2 weeks). We will work with you to ensure a smooth transition if you choose to change providers.
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