The service agreement
we operate under

About us

Anchor & Aim Support Pty Ltd (ABN 59 639 711 490) is a registered Australian business providing disability supports to NDIS participants. We operate under the National Disability Insurance Scheme Act 2013 and the NDIS Practice Standards.

Eligibility for our services

To receive our services, you generally need to be an NDIS participant with funding for the supports we provide, and live within our service area (Melbourne’s eastern and south-eastern suburbs, with exceptions discussed case-by-case).

We reserve the right to decline service where we don’t believe we can meet your support needs safely or appropriately. If we can’t help, we’ll tell you why and try to suggest alternatives.

Starting with us

Before we commence services, we’ll:

• Have an initial conversation to discuss fit
• Meet with you (in person or virtually) to understand your goals and preferences
• Review your NDIS plan and funding
• Develop a written Service Agreement that sets out your supports, schedule, workers and pricing
• Sign the Service Agreement together before services begin

Pricing

All our pricing follows the NDIS Pricing Arrangements and Price Limits published by the NDIA. We do not charge above the NDIS price caps. Your Service Agreement sets out the exact pricing that applies to your supports.

For plan-managed and self-managed participants, we invoice through your plan manager or directly to you, with NDIS-compliant documentation.

Cancellations & no-shows

We ask for as much notice as possible if you need to cancel or reschedule a shift.

• More than 7 days notice: no charge
• 2–7 days notice: no charge in most cases; discussed on a case-by-case basis
• Less than 2 days notice (short-notice cancellation): charged at 100% of the scheduled shift, per NDIS rules for short-notice cancellations and no-shows
• No-show: charged at 100% of the scheduled shift

We apply these fairly — genuine illness, emergencies, and exceptional circumstances are handled case-by-case.

If we need to cancel (e.g. worker illness), we’ll give you as much notice as possible, arrange a replacement where feasible, and you won’t be charged.

Your responsibilities

To help us deliver good support, we ask that you:

• Provide accurate information about your needs, preferences, and plan
• Treat our workers with respect — we have zero tolerance for abuse, discrimination, or harassment
• Maintain a safe environment for workers (e.g. smoking restrictions during shifts, secure pets during high-risk tasks)
• Give us reasonable notice of cancellations or changes where possible
• Let us know promptly if something isn’t working — we can only fix what we know about

Our responsibilities

To you, we commit to:

• Delivering your supports in line with your Service Agreement and goals
• Providing trained, screened, and insured support workers
• Respecting your privacy, choice, and dignity at all times
• Maintaining accurate records of supports delivered
• Complying with all applicable NDIS standards, workplace safety laws, and privacy obligations
• Responding to concerns, feedback and complaints promptly
• Giving you reasonable notice of any changes that affect your supports

Insurance

We maintain current Public Liability Insurance, Professional Indemnity Insurance, and Workers Compensation Insurance. Our insurance certificates are available on request.

Changing supports

Your supports can change as your needs change. To modify your Service Agreement, just let us know — we’ll discuss what’s possible and update your agreement in writing.

Changes that affect pricing or frequency require written agreement from both parties before they take effect.

Ending the agreement

You can end our agreement at any time with two weeks’ written notice. We ask for this period so we can wind down supports properly and arrange any handover with other providers.

We may also end the agreement — with notice — if:

• Your needs have changed and we can no longer safely meet them
• There have been ongoing safety issues for our workers or you
• Non-payment of invoices beyond 60 days (plan-managed and self-managed only)
• Any material breach of this agreement by either party

In serious cases (e.g. violence toward workers), we reserve the right to end services immediately. We’ll always try to ensure you have alternative supports in place.

Dispute resolution

If something isn’t working, we want to know. Please follow the process set out in our Complaints & Feedback policy. Most issues are resolved through direct conversation. If not, you can escalate to the NDIS Quality and Safeguards Commission at any time.

Variations

We may update these Terms & Conditions from time to time. Material changes will be notified to active participants. The current version is always at anchoraim.com.au/terms.html.

Governing law

These terms are governed by the laws of Victoria, Australia. Any disputes are subject to the exclusive jurisdiction of the courts of Victoria.