Terms & Conditions

Clear expectations. Respectful support. Working together.

These Terms and Conditions explain the general expectations that apply when you use our website, engage M.A.D. to provide support services, or communicate with us.

Our supports are tailored to meet each participant's individual needs, preferences, goals and aspirations.

Understanding

Your Support

About Our Supports

We provide in-person and online supports that build skills, confidence and independence. The supports we provide depend on your goals, your funding and what is agreed in your Service Agreement.

Service Agreements

A Service Agreement confirms the supports, goals, how services will be delivered, costs, responsibilities and how changes or cancellations work.

Your Service Agreement is specific to you.

how our support works

and how we keep you safe...

Professional Boundaries

Our workers maintain professional

boundaries to keep the support relationship safe, respectful and appropriate at all times.

Please give the notice required in your Service Agreement when cancelling or changing a support.

Late cancellations may incur a fee where permitted under current NDIS pricing arrangements and your Service Agreement.

Cancellations

Online Support Sessions

We use Google Meet for online sessions.

You'll need a suitable

device, internet connection and private space.

We take reasonable steps to protect your privacy.

We take reasonable steps to keep you safe. Supports may be paused or changed if there is a safety risk or if we cannot provide the support safely.

Safety & Duty of Care

Expenses &

Activities

Unless agreed in writing, you are responsible for your own personal expenses such as food, tickets, admission fees and purchases.

We will always discuss costs with you first.

how our support works

and how we keep you safe...

Professional Boundaries

Our workers maintain professional

boundaries to keep the support relationship safe, respectful and appropriate at all times.

Cancellations

Please give the notice required in your Service Agreement when cancelling or changing a support.

Late cancellations may incur a fee where permitted under current NDIS pricing arrangements and your Service Agreement.

Online Support Sessions

We use Google Meet for online sessions.

You'll need a suitable

device, internet connection and private space.

We take reasonable steps to protect your privacy.

Safety & Duty of Care

We take reasonable steps to keep you safe. Supports may be paused or changed if there is a safety risk or if we cannot provide the support safely.

Expenses & Activities

Personal activity costs are your responsibility unless agreed otherwise. We’ll always discuss any additional costs with you first.

When Support Changes...

Changes to Supports

We will talk with you before making changes to your support where possible. Changes may happen due to needs, funding, staff availability or safety.

Pausing or Ending Services

You can end services by giving the notice in your Service Agreement. We may also end services in some circumstances, with notice where appropriate.

When Support Changes...

Changes to Supports

We will talk with you before making changes to your support where possible. Changes may happen due to needs, funding, staff availability or safety.

Pausing or Ending Services

You can end services with the notice in your Service Agreement. If we need to end services, we will give appropriate notice and support the transition.

Fees & Payments

Our fees are set out in your Service Agreement. Invoices are issued as agreed.

Payment arrangements depend on how your NDIS plan is managed and are set out in your Service Agreement.

Using Our Website

Website Information

This website provides

general information only

and does not constitute

a service relationship.

Service availability and details can change.

Intellectual Property

The content on this website is

owned by M.A.D. Community Services

or used with permission.

It may not be copied or used for commercial purposes without written approval.

Changes to These Terms

We may update these Terms

from time to time.

The latest version will always be available

on our website.

Your Privacy & Your Voice

Privacy & Confidentiality

We respect your privacy and handle personal information carefully. More information is available in our Privacy Policy.

Feedback & Complaints

You are welcome to give feedback or raise a concern at any time. Making a complaint will not affect the quality of your support. You may also access independent advocacy or raise a complaint with the NDIS Quality and Safeguards Commission.