Terms of Service
Please read these terms carefully before engaging our NDIS support services.
Last updated: May 2026
1. Definitions
In these Terms of Service:
- "Livara Care", "we", "us", "our" refers to LIVARA CARE PTY LTD (ABN 31 689 655 025)
- "Client", "you", "your", "participant" refers to the person receiving NDIS support services
- "NDIS" refers to the National Disability Insurance Scheme
- "Service Agreement" refers to the written agreement between Livara Care and the client
- "Support Worker" refers to our staff who deliver disability support services
- "Plan Manager" refers to the entity managing NDIS funding
2. About Livara Care
Livara Care is a registered NDIS provider (Provider Number: 405 352 2740) based in Gables, NSW. We provide disability support services to NDIS participants across The Hills District, Western Sydney, and approved Australia-wide.
Contact Information:
Address: 4 Australis Way, Gables NSW 2765
Email: info@livaracare.com.au
Phone: +61 452 488 576
3. Service Agreement Requirement
Before services commence, all clients must sign a Service Agreement. This is a legal requirement under NDIS rules and outlines:
- The specific supports to be provided
- Service schedules and duration
- Pricing and payment terms
- Roles and responsibilities of both parties
- Cancellation policies
- Complaints and dispute resolution procedures
- How to end the agreement
4. Our Services
We provide the following NDIS support services:
- Assistance with Daily Life (personal care, household tasks)
- Assistance with Social and Community Participation
- Transport and travel support
- Supported Independent Living (SIL)
- Community Nursing Care
- Plan Management
- Support Coordination
- Employment Support
- Innovative Community Participation
Specific services and supports are detailed in your individual Service Agreement and will align with your NDIS plan goals and funding categories.
5. Client Responsibilities
As a client, you agree to:
- Provide accurate information about your needs, health, and NDIS plan
- Treat our staff with respect and courtesy
- Provide a safe working environment in your home
- Notify us of any changes to your contact details, health status, or NDIS plan
- Give reasonable notice for cancellations (minimum 24 hours)
- Ensure pets are secured during service delivery (where applicable)
- Communicate openly about your satisfaction with services
6. Cancellations and Rescheduling
Cancellation by Client:
- More than 24 hours notice: No charge
- Less than 24 hours notice: Full service fee applies
- No-show without notice: Full service fee applies
Cancellation by Livara Care:
- We will provide as much notice as possible for any cancellations
- No fees apply when we cancel services
- We will endeavour to reschedule at a mutually convenient time
7. Pricing and Payment
Our services are priced in accordance with the NDIS Pricing Arrangements and Price Limits. Current rates are available upon request and will be specified in your Service Agreement.
- All prices include GST where applicable
- Travel time and provider travel costs are calculated per NDIS guidelines
- Cancellation fees apply as outlined in Section 6
- We accept payment through NDIS plan-managed, agency-managed, or self-managed funding
8. Quality of Service
We are committed to delivering high-quality services that meet NDIS standards:
- All support workers are screened, trained, and qualified
- Services are delivered in a safe, respectful, and dignified manner
- We regularly review and improve our services
- We welcome feedback and act on suggestions for improvement
- We comply with all NDIS Practice Standards and Quality Indicators
9. Complaints and Feedback
We encourage open communication and take all complaints seriously. If you have a concern:
- Contact us directly: info@livaracare.com.au or +61 452 488 576
- We will acknowledge your complaint within 2 business days
- We aim to resolve complaints within 21 business days
- You may escalate to the NDIS Commission if not satisfied with our response
10. Ending the Service Agreement
Either party may end the Service Agreement by providing 14 days' written notice. Immediate termination may occur in cases of:
- Serious breach of these terms
- Safety concerns for staff or clients
- Abusive or threatening behaviour
- Fraudulent activity
11. Privacy and Confidentiality
We handle all personal information in accordance with our Privacy Policyand applicable privacy laws. All staff are bound by confidentiality agreements.
12. Limitation of Liability
To the extent permitted by law, Livara Care's liability is limited to the cost of the services provided. We are not liable for indirect, consequential, or incidental damages. Nothing in these terms excludes or limits your rights under Australian consumer law.
13. Changes to Terms
We may update these Terms of Service from time to time. Changes will be posted on this page with an updated revision date. Continued use of our services constitutes acceptance of the updated terms.
14. Governing Law
These terms are governed by the laws of New South Wales, Australia. Any disputes will be resolved in the courts of New South Wales.