Last Updated: 18 August 2026

Terms & Conditions

ANDS – Canberra

1. Introduction

These Terms & Conditions (“Terms”) govern your use of the ANDS – Canberra website and, where applicable, your relationship with ANDS in connection with our disability support services.

ANDS – Canberra (“ANDS”, “we”, “us” or “our”) provides personalised disability support services designed around individual needs, goals, preferences and independence.

By using our website, contacting us, submitting an enquiry or engaging our services, you agree to comply with these Terms to the extent that they apply to your circumstances.

Where you have entered into a separate written Service Agreement with ANDS, the Service Agreement will govern the specific arrangements for your supports.

2. Canberra Service Area – Important

ANDS – Canberra is a Canberra-based disability support service.

Our disability support services are provided within Canberra, Australian Capital Territory (ACT) only.

ANDS does not provide disability support services outside Canberra.

This geographical limitation is an essential part of our service offering.

Our website may be accessed by people anywhere in Australia or overseas, but this does not mean that ANDS provides services outside Canberra.

If you are located outside Canberra, you may contact us for general information; however, we cannot accept a service arrangement requiring ANDS to provide disability support outside our Canberra service area.

3. Our Services

ANDS provides personalised disability support based on the individual needs, goals, preferences and circumstances of each person.

The availability and type of support may depend on:

  • Individual needs.
  • Individual goals.
  • Support requirements.
  • Service availability.
  • Worker availability.
  • Worker suitability.
  • Applicable laws and regulations.
  • Funding arrangements.
  • NDIS requirements, where applicable.
  • The applicable Service Agreement.

Not every service is suitable or available to every person.

4. Service Agreements

Where applicable, ANDS may enter into a written Service Agreement with a participant or their authorised representative before services commence.

A Service Agreement may set out:

  • The supports to be provided.
  • How supports will be delivered.
  • When and where supports will be provided.
  • Prices and fees.
  • Payment arrangements.
  • Travel arrangements or charges, where applicable.
  • Cancellation arrangements.
  • Responsibilities of ANDS.
  • Responsibilities of the participant.
  • How concerns are handled.
  • How changes are made.
  • The duration of the agreement.
  • How the agreement can be ended.

NDIS guidance recommends written Service Agreements because they help participants and providers clearly understand the supports, costs, responsibilities and cancellation arrangements.

5. Participant Choice and Control

ANDS respects the rights, dignity, independence, preferences and decision-making of people with disability.

We aim to work collaboratively with participants and, where appropriate, their authorised representatives.

Participants should be able to understand the services they receive and raise questions or concerns about their supports.

Where applicable, participants may choose to change providers in accordance with their Service Agreement and applicable NDIS requirements.

6. Our Responsibilities

ANDS aims to:

  • Provide services professionally and respectfully.
  • Provide supports with appropriate care and skill.
  • Respect participant dignity and privacy.
  • Respect participant rights.
  • Communicate clearly and honestly.
  • Provide information about services and pricing accurately.
  • Maintain appropriate records.
  • Respond appropriately to complaints and concerns.
  • Take reasonable steps to protect participants from harm, abuse, neglect and exploitation.
  • Maintain appropriate procedures for safe service delivery.
  • Comply with applicable Australian laws.
  • Comply with applicable NDIS requirements where relevant.

Where the NDIS Code of Conduct applies, ANDS will operate consistently with its applicable requirements.

7. Participant Responsibilities

Participants and authorised representatives are expected to:

  • Provide information reasonably necessary for safe service delivery.
  • Communicate relevant changes in circumstances where appropriate.
  • Treat ANDS workers respectfully.
  • Provide reasonable notice when cancelling or changing a service.
  • Follow agreed Service Agreement arrangements.
  • Communicate relevant safety concerns.
  • Provide accurate information concerning funding and payment arrangements.
  • Raise concerns as soon as reasonably possible.

We recognise that individual circumstances may affect a person’s ability to meet these responsibilities.

8. Safety

The safety and wellbeing of participants, workers and other people is a priority for ANDS.

Where a situation presents a significant safety concern, ANDS may take reasonable steps to protect the people involved.

Depending on the circumstances, this may include:

  • Changing the way a service is delivered.
  • Postponing a service.
  • Changing the location of a service.
  • Involving an appropriate professional.
  • Contacting emergency services where necessary.
  • Taking another reasonable action permitted by law.

Where reasonably possible, ANDS will communicate with the participant or authorised representative.

9. Worker Availability

Services may depend on the availability, qualifications, experience and suitability of individual workers.

ANDS may need to change the worker providing a service.

Where reasonably possible, we will discuss significant changes with the participant and aim to minimise disruption.

10. Appointments, Cancellations and Rescheduling

Participants should provide as much notice as reasonably possible if they need to cancel or reschedule a support.

The applicable notice period and cancellation arrangements will be set out in the relevant Service Agreement.

Where NDIS funding applies, cancellation arrangements must also comply with applicable NDIS rules and pricing arrangements.

ANDS will not impose cancellation arrangements that are unlawful or inconsistent with applicable requirements.

NDIS guidance states that cancellation arrangements should be addressed in the Service Agreement and that applicable cancellation fees are subject to NDIS pricing rules.

11. Fees and Payments

The applicable fees and charges will be communicated to the participant before or when services are arranged and may be specified in the Service Agreement.

Depending on the service, charges may include:

  • Support fees.
  • Agreed travel costs.
  • Materials or other agreed expenses.
  • Other charges expressly agreed in writing.

Where NDIS funding applies, pricing and claiming will be handled in accordance with applicable NDIS requirements.

NDIS providers must provide information about the price of NDIS supports before delivering them and must comply with applicable pricing arrangements and price limits.

12. NDIS Funding

Where a participant uses NDIS funding to access ANDS services, the relevant NDIS rules, pricing arrangements, funding arrangements and Service Agreement will apply.

Participants are responsible for understanding their funding arrangements and ensuring that the supports they choose are appropriate for their plan, subject to the respective responsibilities of the participant and provider.

ANDS will communicate applicable charges and payment arrangements clearly.

13. Service Changes

Support needs and personal circumstances may change over time.

Where appropriate, ANDS may review the service arrangement with the participant.

Changes to important service arrangements should be discussed and documented appropriately.

Participants should be supported to understand their Service Agreement and may request changes where appropriate.

14. Ending Services

A participant or ANDS may seek to end a service arrangement in accordance with the applicable Service Agreement and applicable law.

A participant may choose to change providers.

ANDS may end or suspend services where permitted by the applicable Service Agreement and law, including circumstances involving:

  • Serious or ongoing safety concerns.
  • Material breach of the Service Agreement.
  • Non-payment where payment is the participant’s responsibility.
  • Inability to safely provide the requested support.
  • Circumstances outside our reasonable control.
  • Other lawful circumstances.

Where reasonably possible, ANDS will provide appropriate notice and discuss the situation with the participant or authorised representative.

15. Complaints and Feedback

ANDS welcomes feedback.

Participants may raise concerns about:

  • Quality of support.
  • Worker conduct.
  • Communication.
  • Fees.
  • Payments.
  • Cancellations.
  • Privacy.
  • Safety.
  • Accessibility.
  • Any other aspect of our services.

We will treat complaints respectfully and aim to investigate and resolve concerns fairly.

A participant will not be unfairly disadvantaged simply because they have made a genuine complaint.

Where applicable, participants may also have the right to contact the NDIS Quality and Safeguards Commission regarding concerns about NDIS supports or services.

16. Privacy

Your personal information is handled in accordance with the ANDS Privacy Policy.

Our Privacy Policy explains:

  • What information we collect.
  • How we collect it.
  • Why we use it.
  • How we store it.
  • When we may disclose it.
  • How you can request access.
  • How you can request correction.
  • How you can make a privacy complaint.

You should read the ANDS Privacy Policy before providing personal information through our website.

17. Website Use

You may use the ANDS website only for lawful purposes.

You must not:

  • Attempt to gain unauthorised access to our systems.
  • Interfere with website security.
  • Introduce malicious software.
  • Use the website for unlawful purposes.
  • Copy website content for unauthorised commercial purposes.
  • Misuse information obtained from the website.
  • Interfere with another person’s use of the website.

18. Website Information

ANDS aims to keep website information accurate and useful.

However, website information may change and may not always represent:

  • Current service availability.
  • Individual service suitability.
  • Current pricing.
  • Worker availability.
  • Specific participant arrangements.

Website information does not replace a personalised assessment, professional advice or a written Service Agreement where one applies.

19. Third-Party Websites

Our website may contain links to third-party websites.

These links may be provided for information or convenience.

ANDS does not control third-party websites and is not responsible for their:

  • Content.
  • Privacy practices.
  • Security.
  • Availability.
  • Accuracy.

You should review the terms and privacy policies of third-party websites before using them.

20. Intellectual Property

Unless otherwise stated, the content published on the ANDS website, including:

  • Text.
  • Logos.
  • Branding.
  • Graphics.
  • Images.
  • Design elements.
  • Website layouts.
  • Original materials.

is owned by or licensed to ANDS and may be protected by applicable intellectual property laws.

You must not reproduce, modify, distribute or commercially exploit our website content without permission, except where permitted by law.

21. Accessibility

ANDS aims to make its website and communications accessible and understandable.

If you require information in an alternative format or require communication assistance, please contact us.

Where reasonably possible, we will work with you to identify an appropriate communication method or accessibility arrangement.

22. Australian Consumer Law

Nothing in these Terms & Conditions excludes, restricts or modifies any consumer guarantee, right, remedy or liability that cannot lawfully be excluded under the Competition and Consumer Act 2010 (Cth), Australian Consumer Law or other applicable legislation.

ANDS will comply with applicable Australian Consumer Law requirements.

NDIS providers are required to comply with Australian Consumer Law, including requirements concerning fair treatment, accurate information and appropriate remedies where services do not meet consumer guarantees.

23. Limitation of Liability

To the maximum extent permitted by law, ANDS is not responsible for loss or damage caused by circumstances outside our reasonable control.

Nothing in these Terms excludes liability that cannot legally be excluded under Australian law.

Where a limitation is permitted by law, ANDS’s liability will be limited only to the extent legally permitted.

24. Events Outside Our Reasonable Control

ANDS will not be responsible for delays, interruptions or inability to provide services caused by circumstances outside our reasonable control.

These circumstances may include:

  • Natural disasters.
  • Severe weather.
  • Public emergencies.
  • Government restrictions.
  • Major service outages.
  • Serious unexpected illness.
  • Transport disruptions.
  • Unexpected safety incidents.
  • Other circumstances that could not reasonably have been prevented.

Where possible, ANDS will communicate with affected participants and seek an appropriate alternative arrangement.

25. No Waiver of Legal Rights

Nothing in these Terms & Conditions is intended to remove or restrict rights available under:

  • Australian Consumer Law.
  • Privacy Act 1988 (Cth).
  • Applicable NDIS legislation and rules.
  • Applicable disability discrimination laws.
  • Other applicable Australian legislation.

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

26. Changes to These Terms

ANDS may update these Terms & Conditions from time to time.

Changes may be made because of:

  • Changes to our services.
  • Changes to NDIS requirements.
  • Changes to Australian law.
  • Changes to our business practices.
  • Website or technology changes.

The latest version will be published on the ANDS website with the applicable “Last Updated” date.

27. Governing Law

These Terms & Conditions are governed by the laws applicable in the Australian Capital Territory (ACT), Australia.

Any dispute will be dealt with in accordance with applicable Australian law and any relevant dispute-resolution or regulatory process.

28. Contact ANDS

If you have questions about these Terms & Conditions, our services, fees, cancellations or your rights, please contact:

ANDS – Canberra

Website: https://andscanberra.com/

Email: andscanberra@gmail.com

Phone:  (+61) 421 711 061

Service Area: Woden, Canberra (ACT), Australia

Terms & Conditions Last Updated: 18 August 2026