Terms & Conditions

Last updated: 21 November 2025

These Terms & Conditions (“Terms“) govern the supply of services by Crown Again Care Connect (ABN: if applicable) to participants, carers, families and third parties. By engaging our services, booking an assessment or therapy session, or using our website and related resources you accept and agree to these Terms. If you do not accept these Terms, please do not use our services or website.

1. About Us

Crown Again Care Connect is a specialist disability service provider delivering allied health and disability support (including NDIS-funded services). Our services include but are not limited to functional capacity assessments, capacity-building therapy, allied health interventions, support coordination and tailored participant support.

2. Definitions

For clarity, capitalised terms used in these Terms have the following meanings:

• Participant – the person receiving services (including an NDIS participant).
• Client – the participant, guardian, carer or organisation that engages our services.
• NDIS – the National Disability Insurance Scheme, its agencies and instruments.
• Services – assessments, therapy, support coordination, allied health, telehealth and any other services provided by Crown Again Care Connect.
• Provider – Crown Again Care Connect and its employees, contractors and subcontractors.

3. Scope of Services

We provide personalised and evidence-informed supports tailored to individual needs. Specific service inclusions, frequency and objectives will be set out in appointment documentation, service agreements or NDIS plans. Examples of common services:

• Functional capacity assessments and reporting for NDIS plan review.
• Occupational Therapy (OT), Physiotherapy, Speech Pathology or other allied health supports.
• Capacity-building therapy (skill development, behaviour support where applicable).
• Support coordination, plan implementation and referrals.
• Assistive technology assessments and recommendations (e.g., mobility aids, wheelchairs).
• Home visits, community-based therapy, clinic sessions and telehealth appointments.

4. Eligibility and Access

Access to some Services may depend on NDIS plan funding, clinical eligibility or provider capacity. It is the Client’s responsibility to confirm NDIS plan funding or alternative payment arrangements prior to service commencement. Where funding is unavailable, Clients may pay privately for services.

5. Bookings, Confirmation & Changes

• Bookings: Appointments are confirmed once the Client receives an appointment confirmation by email, SMS or phone.
• Rescheduling & Cancellations: Please provide at least 48 hours’ notice for cancellations or rescheduling of in-person appointments and at least 24 hours for telehealth where practical. Repeated late cancellations or no-shows may incur a fee or lead to suspension of services.
• No-shows: A missed appointment without the required notice may incur a cancellation fee equivalent to the full session rate or the proportion allowable under the NDIS price guide where NDIS funding applies.

6. Fees, Charges & Payment

Fees for services are set out in our service agreements, invoices or fee schedules. Fees may vary depending on the type of service, clinician seniority, travel required, report complexity and length of session.

• Invoices: We issue invoices for private clients and for claimable items for NDIS participants where applicable.
• Payment terms: Payment is due as specified on invoices (typically within 14 days). We accept payment via electronic transfer, card payments or other methods we advertise.
• NDIS billing: If we bill the NDIS directly, we will seek authorisation to claim against the relevant participant’s plan. Any rejected claims are the participant’s responsibility to resolve; if required, the participant may be invoiced directly.
• Outstanding payments: We reserve the right to suspend or cease services where invoices remain unpaid, after providing notice. Debt recovery costs may be charged to cover administrative and collection expenses.
• Refunds: Refunds are considered on a case-by-case basis. Documentation and clear justification are required. Refund of NDIS-claimed services will follow NDIS and our provider obligations.

7. NDIS Funding, Authorisations & Responsibilities

Where Services are funded through the NDIS:

• The Client must ensure funding is available in the correct budget line (e.g., Capacity Building, Core supports as applicable).
• The Client authorises Crown Again Care Connect to liaise with the Client’s plan manager, support coordinator or the NDIA where necessary for service delivery and billing.
• We will act within the scope of the approved NDIS plan. If additional supports are requested that fall outside the plan, the Client may be invoiced privately.
• If the NDIA or plan manager rejects a claim, the Client remains responsible for resolving the dispute and any outstanding fees, unless otherwise agreed in writing.

8. Consent, Assessment & Clinical Records

• Informed consent: We require informed consent from the participant, guardian or authorised representative prior to assessment or treatment. Consent covers clinical assessment, therapy, data collection and communication with relevant parties as agreed.
• Clinical records: We keep accurate clinical records in accordance with professional standards and legal obligations. Records include assessments, session notes, reports and correspondence.
• Access to records: Participants have rights to access their records. Requests are processed in accordance with privacy law and may require verification of identity. A reasonable administration fee may apply for extensive record retrieval.
• Photographs & media: If photography, video or audio is used for clinical or promotional purposes, we will obtain explicit consent. Promotional use will never occur without separate written permission.

9. Privacy & Confidentiality

We collect, use and store personal information in accordance with applicable privacy laws and our Privacy Policy. Personal information is used to provide Services, communicate with Clients and meet reporting requirements (including NDIS reporting where applicable).

• We will only share information with consent except where required by law, for safety reasons or to protect the participant or others.
• To the extent permitted by law, we implement reasonable administrative, physical and technical safeguards to protect personal and health information.

10. Safety, Medical Information & Emergencies

Clients must notify us of relevant medical conditions, allergies, medications, mental health needs or other factors that may affect safe service delivery.

• Duty of care: Our staff operate under a duty of care. If a participant is at immediate risk of harm, we will take reasonable steps to keep them safe, which may involve contacting emergency services or relevant authorities.
• Emergencies: In case of urgent medical issues during a session, staff will call emergency services. Clients are responsible for informing staff of medication and medical history prior to sessions.

11. Telehealth & Remote Services

Telehealth sessions may be offered where clinically appropriate. Clients must be in a safe environment during telehealth sessions and ensure privacy and appropriate devices and internet connectivity.

• We are not responsible for technical failures outside our control. Clients agree to let staff know of any privacy issues during telehealth sessions immediately.

12. Third-Party Providers & Subcontracting

Crown Again Care Connect may engage contractors, allied professionals or third-party providers to deliver components of services. We remain responsible for the quality and coordination of those services, unless otherwise stated in writing.

13. Client Responsibilities & Code of Conduct

Clients must:

• Provide accurate and complete information relevant to assessments and services.
• Treat staff and other clients with respect. Abusive, violent or threatening behaviour may lead to termination of services.
• Ensure appropriate supervision where a participant requires it and inform staff of any change in health or circumstances that may affect care.

14. Complaints & Feedback

We welcome feedback and take complaints seriously. To raise a concern please contact us at:

We will acknowledge receipt of a complaint and endeavour to respond promptly. If a complaint is not resolved to your satisfaction, you may escalate to relevant external bodies (for example, the NDIS Quality and Safeguards Commission for NDIS-related complaints).

15. Limitation of Liability & Indemnity

Important: This clause sets out limits on our liability.

To the extent permitted by law, Crown Again Care Connect (and its officers, employees and contractors) will not be liable for indirect, special, consequential or incidental loss or damage arising from the provision of Services or use of the website. Our liability for breach, negligence or default is limited to the fees paid for the specific Service giving rise to the claim, unless otherwise required by law.

Clients indemnify Crown Again Care Connect against claims, liabilities, losses and costs arising from the Client’s breach of these Terms, misuse of Services, or inaccurate information provided to the Provider.

16. Insurance & Professional Standards

Our clinicians hold appropriate professional qualifications and insurance as required by their professions and regulatory bodies. Clients are encouraged to verify practitioner credentials where needed. Insurance does not remove a Client’s obligation to follow safe practices and provide accurate information.

17. Intellectual Property

All content on our website, reports, templates and materials provided by us remain the intellectual property of Crown Again Care Connect unless otherwise agreed in writing. Clients may receive copies of reports for their personal use; redistribution or commercial use requires written permission.

18. Website Use, Links & External Content

Use of our website is subject to our Website Terms and Privacy Policy. We are not responsible for the content or practices of external websites linked from our site.

19. Termination & Suspension

We may suspend or terminate services where:

• The Client breaches these Terms;
• There is persistent non-payment;
• Safety concerns arise for staff or other clients; or
• By mutual agreement or where the Provider is no longer able to provide the service.

Where possible we will provide reasonable notice and assistance to transition the participant to alternative supports.

20. Force Majeure

We are not liable for delays or failures to perform obligations due to causes beyond our reasonable control (including natural disasters, government actions, pandemics, strikes, power or internet failures). In such events, we will notify Clients and seek to resume services as soon as reasonably possible.

21. Changes to These Terms

We may amend these Terms from time to time. Updated Terms will be published on our website with the effective date. Continued use of our Services after changes indicates acceptance of the updated Terms.

22. Accessibility & Reasonable Adjustments

We aim to provide accessible services and reasonable adjustments where required. Please advise us of any access needs, communication preferences or adjustments when booking so we can plan accordingly.

23. Privacy & Data Retention

We retain clinical and administrative records in accordance with legal and professional requirements. Retention periods vary depending on jurisdiction and type of record. If you require specific information about retention, deletion or transfer of records, contact us at the details above.

24. Photography, Testimonials & Marketing Use

We may request permission to collect testimonials or media. You will be asked to sign separate consent forms for marketing use. We will not publish identifiable material without explicit consent.

25. Dispute Resolution

If a dispute arises in connection with these Terms, parties agree to attempt to resolve the dispute in good faith through negotiation. If unresolved, parties may agree to mediation or other alternative dispute resolution before commencing formal legal proceedings.

26. Governing Law

These Terms are governed by the laws of the state or territory in Australia in which Crown Again Care Connect principally operates. Any disputes will be subject to the jurisdiction of the courts in that state or territory.

27. Children & Guardians

For clients under 18 years, a parent or legal guardian must provide informed consent and be available for contact regarding care and appointments unless alternate legal arrangements are provided.

28. Clinical Limitations & Non-Guarantee of Outcomes

We provide best-effort, evidence-informed support. Outcomes cannot be guaranteed as progress depends on multiple factors including participant engagement, environment, health conditions and the availability of supports. We will work collaboratively and will communicate realistic goals and review progress regularly.

29. COVID-19 and Communicable Diseases

We may implement health screening, infection control and service delivery changes in response to communicable disease risks. Clients must inform us of symptoms or exposure and follow requests for testing, isolation or alternative service delivery (e.g., telehealth).

30. Specialised Services & Behaviour Support

For behaviour support or any specialised clinical interventions, separate behaviour support plans, positive support strategies and authorisations may be required. These will follow professional and regulatory frameworks and will be delivered in coordination with relevant stakeholders.

31. Refunds & Chargebacks

Refunds are managed in accordance with our Fees & Payment provisions. If a claim has been made to the NDIS and subsequently reversed, the Client may be liable for amounts the Provider has already received. Chargebacks initiated by a Client’s financial institution will be handled in line with our invoicing and dispute resolution procedures.

32. Electronic Communication & Consent to Receive Notices

By providing contact details, Clients consent to receive appointment confirmations, invoices and service communications electronically (email, SMS). Important legal notices may be delivered by post where required.

33. Acknowledgement & Acceptance

By proceeding with booking or receiving services you acknowledge that you have read, understood and accepted these Terms & Conditions, our Privacy Policy and any service agreement provided at engagement.

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Legal disclaimer: This document is provided for convenience and general information only and does not constitute legal advice. Crown Again Care Connect recommends that organisations and individuals obtain independent legal advice to ensure compliance with all applicable laws, regulations and professional obligations.