NDIS Agency Managed Terms


This Service Agreement is made for the purpose of providing support under the participant’s NDIS plan.

The parties agree that this Service Agreement is made in accordance with the NDIS, which is a scheme that aims to:


Responsibilities of the Provider

The provider agrees to:

Responsibilities of the Participant/Participant’s Representative to the Provider

The participant/participant’s representative agrees to:

Responsibilities of the Member to Home Care Heroes

It is the responsibility of the Member to:

Responsibilities of Home Care Heroes

We are responsible to:

Our Services


Home Care Heroes (HCH) is an online home-care platform that connects care givers (Heroes) with care receivers (Members). Heroes advertise their services on their profile so that Members can search the services and contact the Heroes. We are NOT an employment agency and we are NOT involved in any employment or other relationship between Members and Heroes.

Services that are provided are “as is” and “as available”. We do not represent or warrant that:


For bookings up to end 31 July 2018 we charge a flat rate of $32 an hour. For bookings up to the end of 1st March 2020 we charge $35 per hours. After this date the rate is $40 per hours. We give at least 10 days notice of rate changes.

Payment Schedule

For bookings up to end 31 July 2018, the participant and the provider agree to a service booking of $32 per hour. For bookings up to the end of 1st March 2020 we charge $35 per hours. For bookings after this date the rate is $40 per hour. The number of hours per week are flexible based on the care recipient’s needs.



One of our values is community and, as a Hero or Member, you’re on this platform to make your life better in some way. Obviously, the other people using this platform are also trying to make their life better. So, use this site with respect, integrity and within the law, treating the platform as if it were your own and treating people as you would want to be treated. In other words, don’t use it to try to sell your box of old belt buckles, whinge about Marge down the street, complain about politics, try to get people to come to your cousin Ronnie’s birthday party, or to try to gather a posse together to bully your little brother’s bully from school. It’s your responsibility to conduct yourself appropriately on the platform and while you are receiving or providing care. If you don’t comply, we will have to remove, edit, refuse to post your content, or remove you from the site. It would be a real shame to do this because it’s not something that we really want to do and it would take up a lot of our precious time. If you are experiencing problems with any user, please contact us via info@homecareheroes.com.au.


We may monitor disputes between users of the platform, but we don’t have an obligation to get involved. We are the facilitators, while you are the parties to each transaction. By agreeing to these terms, you understand and agree that we are not liable in connection with any dispute or claim that you make against any other member of the platform. We reserve the right to disclose any information necessary to satisfy any applicable law, legal requirement, police investigation or governmental request.

Overdue Payments

It is the NDIS participants responsibility to manage and cover expenses related to the services provided by Home Care Heroes. The NDIS participants must manage their budget to ensure they have sufficient funds to cover all costs related to services provided by Home Care Heroes. If the NDIS participant is unable to cover what is owed, Home Care Heroes has the right to cease services from being provided. If necessary, Home Care Heroes also holds the right to adjust their rate up to the NDIS price guide requirements in order to help the NDIS participant cover what is owed. This method of re-payment would only apply, if the NDIS participant would like to avoid credit collection and their services to be suspended.

Feedback and Complaints

Home Care Heroes:

Online Safety and Security

Where you have obtained personal information from another user, including phone numbers, email addresses and residential/postal addresses, and are no longer using this information for domestic assistance purposes, you must return or destroy this information.

Just like your bank account password, you are responsible for maintaining the confidentiality and security of your HCH account, including your username and password. So, don’t go sharing it out with every Tom, Dick and Harry as you are solely responsible for all activities that occur on your account.

If you notice any funny business going on in your account through unauthorised use, let us know immediately.

Care Recipients

So, you have decided to find one of our awesome Heroes to help you or someone important to you. Before you can find a Hero, we ask that you have the following:

While we think that our Heroes are great and have checked a few key things out about them, we do not guarantee the suitability, conduct or quality of any of the Heroes or Members. As independent contractors, Heroes are responsible for their own actions and conduct. We are not responsible for the conduct of any member on the platform, either online or offline.

Process of Receiving Domestic Assistance

You are responsible for all aspects of choosing, contacting, screening, selecting and hiring a Hero. To receive domestic assistance:

Rights and Requirements

Standard Rights

Each person who uses our services:

Practice Requirements

Home Care Heroes:

Participation and Inclusion

Individual Outcomes

Home Care Heroes:

Service Access

Home Care Heroes:

Service Management

Each person receives quality services which are effectively and efficiently governed by the corporate governance body of our organisation. Service providers:

Ending this Service Agreement

Should either party wish to end this Service Agreement they must give 1 month notice. If either party seriously breaches this Service Agreement the requirement of notice will be waived.


It is a condition of our insurance that that a guardian be present at all times if minors under the age of 16 will be present during provision of Home Care Heroes’ services. present . Insurance for minors under 16 years of age, is a condition that the guardians are present at all times.


This Policy has been developed to be used in conjunction with the following legislations and will be used when managing and responding to community complaints:

Online Mandatory Reporting Guide

Home Care Heroes has the knowledge and skills to implement reporting processes on incidents of alleged or known discrimination, abuse, neglect or exploitation and know how to notify the relevant external authorities.

Please contact us as soon as you notice personal abuse or any other type of misbehaviour. Heroes must contact HCH management as the first point of contact, before notifying the authorities.