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Terms of Service

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Effective Date: 12th June, 2025

1. Introduction

Welcome to Cooinda Care. These Terms and Conditions govern your use of our aged care and NDIS support services. By engaging our services, you agree to comply with these terms.

2. Services Provided

Cooinda Care delivers personalised aged care, home care, residential care, respite services, and NDIS support tailored to meet individual needs. Service availability may vary depending on location, funding, and eligibility.

Services include but are not limited to:

  1. 1. Personal care and assistance
  2. 2. Medication management
  3. 3. Dementia and complex care support
  4. 4. Disability support under NDIS
  5. 5. Social and community engagement activities
  6. 6. Transport and mobility assistance

3. Eligibility and Assessment

Before care commences, a comprehensive needs assessment will be conducted to:

  1. 1. Identify the level and type of care required
  2. 2. Determine eligibility for government funding such as Home Care Packages or NDIS funding
  3. 3. Develop a personalised care plan aligned with client goals and preferences

4. Service Agreement

A formal service agreement will be provided and must be signed before services begin. This document includes:

  1. 1. Details of services to be provided
  2. 2. Fees, charges, and payment terms
  3. 3. Responsibilities of both parties
  4. 4. Procedures for modifying the care plan or agreement

5. Fees and Payments

  1. 1. Fees will be transparent and explained clearly during assessment.
  2. 2. Payments must be made promptly as per the agreed schedule.
  3. 3. Where eligible, government subsidies will be applied to reduce out-of-pocket costs.
  4. 4. Additional costs outside the service agreement require prior approval.

6. Client Responsibilities

Clients and their families agree to:

  1. 1. Provide accurate and complete information about health and care needs
  2. 2. Inform Cooinda Care promptly of any changes in condition or circumstances
  3. 3. Maintain a safe and hazard-free environment for carers
  4. 4. Cooperate with staff to support effective care delivery

7. Privacy and Confidentiality

  1. 1. Cooinda Care complies with the Australian Privacy Principles and relevant legislation.
  2. 2. Personal and medical information is collected, stored, and used only to provide care.
  3. 3. Information will not be shared without consent except as required by law.

8. Health and Safety

  1. 1. Clients agree to ensure the safety of carers during visits.
  2. 2. Any hazards or risks in the home or facility should be reported immediately.
  3. 3. Cooinda Care follows strict infection control and safety protocols.

9. Termination of Services

  1. 1. Either party may terminate services by providing reasonable written notice, typically 7–14 days.
  2. 2. Immediate termination may occur in cases of: Unsafe behaviour or threats to staff or other clients, Non-payment of fees without prior arrangement, Breach of service agreement terms

10. Complaints and Feedback

  1. 1. We encourage open communication and value your feedback.
  2. 2. Complaints will be handled promptly, fairly, and confidentially.
  3. 3. Clients can escalate concerns to higher management or external bodies if unresolved.

11. Liability

  1. 1. Cooinda Care provides services with reasonable care and skill.
  2. 2. We are not liable for incidents beyond our control, including client negligence or unforeseen events.

12. Changes to Terms

  1. 1. Cooinda Care may update these Terms and Conditions to reflect changes in law or service delivery.
  2. 2. Clients will be notified of significant updates with an opportunity to discuss any concerns.

13. Governing Law

These Terms and Conditions are governed by the laws of the Commonwealth of Australia and relevant state legislation.


14. Making a Complain

If you believe we have breached your privacy or mishandled your information, please contact us. We take complaints seriously and will respond promptly.

If you’re not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.


15. Contact Us

For privacy-related questions, access requests, or complaints, please contact:

Cooinda Care
Email: info@cooindacare.com.au
Phone: +61 0434 085 793
Address: 85 Knox Road, Doonside NSW 2767, Australia