These Terms & Conditions apply when you engage Triple A Recovery Services ("we", "us", "our") for NDIS Support Coordination, Psychosocial Recovery Coaching, and related capacity-building services.

1. Services

Triple A Recovery Services provides NDIS support services including:

Support Coordination

Psychosocial Recovery Coaching

Assistance with navigating the NDIS and mainstream services

Capacity-building supports that help participants work towards their goals

Coordination with families, carers, health professionals, and other service providers where appropriate

Our services are delivered in accordance with your NDIS plan, your individual goals, and any agreed Service Agreement.

We do not provide direct personal care, domestic assistance, cleaning, gardening, nursing, Supported Independent Living (SIL), Specialist Disability Accommodation (SDA), or allied health services. Where these supports are required, we can assist you to connect with appropriate providers.

2. Service Agreements

Where applicable, services are provided under a signed Service Agreement. The Service Agreement outlines:

The supports to be delivered

Frequency of services (where applicable)

Pricing and billing arrangements

Cancellation terms

Review, variation, and end-of-service processes

3. Fees and Payments

Fees are charged in accordance with the current NDIS Pricing Arrangements and Price Limits (where applicable) and your Service Agreement.

Depending on your NDIS funding arrangement, invoices may be submitted through:

NDIA-managed funding

A registered Plan Manager

Self-managed funding

Any out-of-pocket expenses will only be charged where they have been discussed and agreed to in writing beforehand.

4. Cancellations

Cancellation requirements and any applicable cancellation charges are outlined in your Service Agreement and will be explained before services commence.

5. Communication

By engaging Triple A Recovery Services, you consent to us contacting you regarding your services through:

Phone

SMS

Email

Other agreed communication channels (such as WhatsApp)

We may contact you regarding:

Appointment confirmations and reminders

Service updates

Changes to your supports

Safety or wellbeing matters

Billing and administration

Coordination with your nominated supports (such as your Plan Manager, Recovery Coach, Support Coordinator, family member, or other professionals), where you have provided consent.

You may change your preferred communication method at any time.

6. Privacy and Confidentiality

We are committed to protecting your privacy and handling your personal information in accordance with our Privacy Policy and applicable Australian privacy legislation.

We will only disclose your information where:

You have provided consent;

Disclosure is required or authorised by law; or

It is necessary to prevent or lessen a serious threat to the health or safety of any person.

7. Changes to Services

From time to time, services may need to be adjusted due to operational requirements, participant needs, staff availability, or safety considerations.

Where practical, we will communicate any changes promptly and work with you to find suitable alternatives.

8. Safety and Respect

Triple A Recovery Services is committed to providing a safe, respectful, and inclusive environment for participants, families, and staff.

We ask everyone engaging with our service to treat others with courtesy and respect. Where there are serious safety concerns, abusive behaviour, or risks to staff or participants, we may suspend or cease services in accordance with our Service Agreement and applicable NDIS requirements.

9. Complaints and Feedback

We welcome feedback and are committed to resolving concerns fairly and promptly.

If you have a complaint, please contact us so we can work with you to resolve the issue. If you are not satisfied with the outcome, you may also contact the NDIS Quality and Safeguards Commission or another appropriate external body.

10. Contact

Triple A Recovery Services

Melbourne, Victoria, Australia

Phone: 0440 134 382

Email: [email protected]

Website: https://www.triplearecovery.com.au