Terms of Service

1. Who We Are

Always In Touch Coordinators is an NDIS Support Coordination provider operating in Sydney, NSW, Australia. We are an unregistered NDIS provider, which means we can only support participants who are self-managed or plan-managed (not agency-managed).

We operate under the NDIS Code of Conduct and in alignment with the NDIS Practice Standards, even as an unregistered provider.

• Business name: Always In Touch Coordinators
• Location: Sydney, NSW, Australia
• Email: admin@alwaysintouchcoordinators.com.au
• Phone: 0491 633 950
• Website: alwaysintouchcoordinators.com.au

2. Services We Provide

Always In Touch Coordinators provides the following NDIS-funded services:

• Support Connection — helping you connect with informal, community, and funded supports
• Support Coordination — coordinating your supports, managing your plan, and building your capacity (NDIS line item: 07_002_0106_8_3)
• Specialist Support Coordination — for participants with complex needs requiring a higher level of coordination
• Plan Review Support — preparing for and participating in your NDIS plan review

Services are delivered in line with your NDIS plan goals and the specific services agreed in your Service Agreement with us.

3. Who We Can Support

As an unregistered NDIS provider, we can only work with participants whose plans are:

• Self-managed — where the participant manages their own NDIS funds
• Plan-managed — where a registered plan manager handles invoicing on the participant's behalf

We cannot support agency-managed participants. If you are unsure how your plan is managed, check your NDIS plan or contact the NDIA on 1800 800 110.

4. Service Agreements

Before we begin providing services, you will be asked to sign a Service Agreement. This document forms the formal contract between you and Always In Touch Coordinators and includes:

• The specific supports we'll provide
• The agreed hours and pricing
• How to make changes or end the agreement
• Your rights and our obligations

You can request a copy of your Service Agreement at any time by emailing us. You have the right to take time to read and understand it before signing.

These Terms of Service apply broadly to all use of our website and general engagement with our business. The Service Agreement governs your specific support arrangement.

5. Pricing & Billing

Our pricing is set in line with the NDIS Pricing Arrangements and Price Limits. We will never charge more than the current NDIS price limit for any service.

• Support Coordination — up to $100.14/hr (2025–26 rate, subject to annual NDIS updates)
• NDIS services are GST-free — no GST is added to your invoices
• Travel charges may apply where applicable, at the NDIS-approved rate

For plan-managed participants, invoices are sent directly to your plan manager. For self-managed participants, invoices are sent to you for payment or for claiming from the NDIS portal.

We will always discuss and agree on costs with you before starting any support.

6. Cancellation & Ending Services

You can end services at any time. We ask for reasonable notice so we can ensure a smooth transition to another provider or coordinator. The specific notice period will be outlined in your Service Agreement (typically 2 weeks).

We may also end a service arrangement in exceptional circumstances, such as:

• Behaviour that poses a risk to the safety of our staff or other participants
• Sustained non-payment (for self-managed participants)
• Circumstances that make it impossible to continue providing a quality service

In all cases, we will provide notice in writing and support you to transition to alternative services where possible.

Ending a Service Agreement does not affect your NDIS plan or funding — your funds remain yours.

7. Your Rights as a Participant

Under the NDIS Code of Conduct, you have the right to:

• Be treated with respect and dignity
• Make your own decisions about your supports and your life
• Receive services free from abuse, neglect, exploitation, and discrimination
• Privacy and confidentiality of your personal information
• A clear explanation of what services you're receiving and why
• Raise a complaint without fear of negative consequences
• Seek an advocate or support person at any time
• End services and switch to another provider

If you believe your rights have not been upheld, you can contact the NDIS Quality and Safeguards Commission on 1800 035 544 or at ndiscommission.gov.au.

8. Our Obligations

Always In Touch Coordinators commits to:

• Acting with honesty, transparency, and integrity at all times
• Delivering services with skill, care, and the NDIS Code of Conduct in mind
• Treating every participant with dignity, respect, and without discrimination
• Keeping your personal and plan information confidential
• Responding to calls, emails, and messages promptly — within 1 business day
• Maintaining current NDIS Worker Screening and relevant clearances
• Providing services in a way that supports your independence and goals
• Referring you to the right services and not creating unnecessary dependence on us

9. Confidentiality

All personal and NDIS plan information you share with us is treated as strictly confidential. We will not share your information with any third party without your explicit consent, except:

• Where required by law (e.g. mandatory reporting obligations)
• Where there is a serious risk to your safety or the safety of others
• Where you have specifically authorised us to (e.g. communicating with your plan manager)

For full details on how we handle your personal information, please read our Privacy Policy.

10. Limitation of Liability

Always In Touch Coordinators provides Support Coordination services in good faith and with professional care. However, our liability is limited to the extent permitted by applicable Australian law.

We are not liable for decisions made independently by participants, third-party service providers, or outcomes resulting from information provided by the NDIA or other government bodies.

Nothing in these terms limits any rights you may have under the Australian Consumer Law or NDIS legislation.

11. Changes to These Terms

We may update these Terms of Service from time to time to reflect changes in our services, legislation, or NDIS requirements. When we do, we will update the "Last updated" date at the top of this page.

If the changes are significant, we will notify current participants directly by email before the changes take effect.

Continuing to use our services after an update means you accept the revised terms.

12. Contact & Complaints

Questions about these terms? Want to discuss your Service Agreement? Contact us anytime:

• Email: admin@alwaysintouchcoordinators.com.au
• Phone: 0491 633 950
• Complaints: View our Complaints & Feedback process