1. Introduction

These Terms and Conditions (‘Terms’) govern the provision of services by TA Golden Years (‘we’, ‘us’, ‘our’) to clients and their authorised representatives (‘you’). TA Golden Years provides Support at Home services, paediatric speech pathology, and Allied Health Assistant services across Victoria.

By signing a Service Agreement with TA Golden Years or engaging any of our services, you confirm that you have read, understood, and agree to these Terms.

2. Service Agreement

All services provided by TA Golden Years are delivered in accordance with a signed Service Agreement. The Service Agreement outlines:

• The scope of services to be provided
• Agreed fees and billing arrangements
• The cancellation and rescheduling policy
• Responsibilities of both parties
• The commencement date and duration of the arrangement

No services will commence until a Service Agreement has been signed by the client or their authorised representative. The Service Agreement forms part of these Terms and should be read in conjunction with them.

3. Fees and Billing

NDIS Services

Services funded through the National Disability Insurance Scheme (NDIS) are charged in accordance with the current NDIS Pricing Arrangements and Price Limits, as published by the NDIS Commission. Prices are subject to change in line with NDIS updates.

Support at Home Services

Support at Home services are charged according to the agreed rates outlined in your Service Agreement, which may be subject to government subsidy arrangements.

Private Services

Private clients will be charged the rates agreed in their Service Agreement. Rates are reviewed periodically and you will be given reasonable notice of any changes.

Medicare-Funded Services

Where Medicare rebates apply, clients are responsible for any out-of-pocket gap amount. Medicare rebates require an eligible GP referral and care plan. TA Golden Years does not guarantee Medicare eligibility.

Invoicing

Invoices will be issued in accordance with the billing arrangements outlined in your Service Agreement. Payment is due by the date specified on the invoice.

4. Cancellations and Rescheduling

We understand that circumstances change. Our cancellation policy is as follows:

• 48 hours’ notice is required to cancel or reschedule any appointment
• Cancellations made with less than 48 hours’ notice, or non-attendance without notice, may incur a cancellation fee as outlined in your Service Agreement
• NDIS cancellation fees are applied in accordance with NDIS Pricing Arrangements
• TA Golden Years reserves the right to cancel or reschedule appointments due to staff illness, emergencies, or circumstances beyond our control. We will provide as much notice as possible in these situations

Repeated late cancellations or non-attendance may affect the continuation of your service arrangement.

5. Client Responsibilities

To ensure safe and effective service delivery, clients and their representatives agree to:

• Provide accurate and up-to-date information relevant to service delivery
• Notify us promptly of any changes to health, funding, or contact details
• Ensure a safe environment for support workers during home visits
• Treat TA Golden Years staff with respect at all times
• Provide reasonable notice for any changes to service arrangements

6. Scope of Services

TA Golden Years provides non-clinical support services (Support at Home, Allied Health Assistant support) and clinical speech pathology services delivered within the scope of professional registration and the guidelines of Speech Pathology Australia.

Our support workers and Allied Health Assistants are not registered health practitioners and do not provide clinical advice, medical diagnoses, or clinical treatment. Speech pathology services are provided by a registered Speech Pathologist operating within their professional scope of practice.

7. Limitation of Liability

To the extent permitted by law:

• TA Golden Years’ liability for any loss, damage, or injury arising from the delivery of services is limited to the value of services provided in the relevant period
• We are not liable for indirect, consequential, or special damages arising from our services
• Nothing in these Terms excludes rights that cannot be excluded under Australian Consumer Law

If you have a concern about service delivery, please contact us as soon as possible so we can work to resolve the matter promptly.

8. Confidentiality

TA Golden Years handles all client information in accordance with our Privacy Policy and the Privacy Act 1988 (Cth). Staff are bound by confidentiality obligations and will not disclose personal or health information without appropriate authority or legal requirement.

9. Feedback and Complaints

We are committed to continuous improvement. If you have feedback or a complaint about our services, we encourage you to contact us directly:

Email: admin@tagoldenyears.com.au

Phone: +61 452 668 999

We will acknowledge your complaint within 2 business days and aim to resolve it within 10 business days. If you are not satisfied with our response, you may escalate your complaint to the relevant external body (e.g. NDIS Quality and Safeguards Commission, Aged Care Quality and Safety Commission, or Office of the Health Ombudsman, as applicable).

10. Amendments to These Terms

TA Golden Years may update these Terms from time to time. We will provide reasonable notice of any material changes, including by email or notice in your Service Agreement. Continued use of our services after changes take effect constitutes acceptance of the updated Terms.

11. Governing Law

These Terms are governed by the laws of the State of Victoria, Australia. Any disputes arising under these Terms are subject to the exclusive jurisdiction of the courts of Victoria.

12. Contact

For any enquiries relating to these Terms, please contact:

Business Name: TA Golden Years PTY LTD

Email: admin@tagoldenyears.com.au

Phone: +61 452 668 999

Address:10/81 Elgar Road, Derrimut, Vic 3026

Recommendation: Have these Terms & Conditions reviewed by a qualified Australian lawyer before publishing, particularly given the NDIS, Medicare, and health service context.