Terms of service.

1. About these terms

Welcome to Newdawn Support Services ("Newdawn", "we", "our" or "us"). These terms of service govern the use of our website and, at a general level, the delivery of our disability and community support services. By browsing the site or submitting a form, you agree to them.

Newdawn Support Services is a registered NDIS provider operating in Victoria, Queensland and Western Australia (ABN 87 641 625 078).

The supports we deliver to you are governed in detail by the service agreement you sign with us. Where anything on this page is inconsistent with your service agreement, the service agreement prevails.

2. Our commitment

We are committed to safe, respectful, person-centred supports, to participant choice and control, and to compliance with Australian law and the NDIS Practice Standards.

That commitment shapes everything on this site and every service we deliver.

3. Information on this site

We publish plain-English explainers about the NDIS, disability supports, accommodation and related topics. This information is general in nature and does not take your individual circumstances into account.

Nothing on this site is legal, medical, clinical or financial advice. The NDIS changes regularly, and while we work to keep pages accurate and current, we cannot guarantee that every detail reflects the latest NDIA position. Always confirm important decisions with the NDIA, your plan manager, your support coordinator or a qualified professional.

Where we link to external sites, including ndis.gov.au, we do so for convenience. We do not control that content and are not responsible for it.

4. Enquiries, referrals and eligibility

Submitting an enquiry, referral, call request or job application through this site does not create a service relationship and does not guarantee that we can take on the referral. Capacity, funding, compatibility and staffing all affect whether we can help.

Our services are available to eligible participants who have entered into a service agreement with us and provided the information we need for safe service delivery. Services commence only once we have discussed your needs, confirmed we are the right fit, and both parties have signed.

When you make a referral for another person, you confirm that you have their consent, or the consent of their guardian or nominee, to share their information with us.

Please give us accurate information. Decisions about supports, safety and staffing depend on it.

5. Service agreements

The specific services you receive, their schedules and their fees are set out in your individual service agreement. That document, together with the NDIS pricing arrangements, is the authority on what we deliver and what it costs.

Where these terms and your service agreement say different things, your service agreement prevails.

6. Your rights

You have the right to be treated with dignity and respect, to privacy, to make informed decisions about your supports, and to access information about your services in a way you understand.

You have the right to be free from discrimination, abuse, neglect and exploitation. Nothing in these terms reduces those rights, and nothing ever will.

7. Your responsibilities

Support works best when it goes both ways. We ask that you give us accurate information, treat our staff with respect, help maintain a safe environment for the people working with you, and keep to the payment and cancellation terms agreed in your service agreement.

8. Service delivery, cancellations and fees

Occasionally we may need to modify or cancel a service because of an emergency, a safety concern, staff availability, extreme weather or circumstances outside our control. We will always tell you as early as we can and work with you to reschedule.

If you cancel late or do not attend, cancellation fees may apply in line with your service agreement and the relevant NDIS pricing arrangements.

Fees may be funded through the NDIS, government programs, third-party funding or private payment. Invoices are payable according to the terms agreed with you.

9. Staff safety

Our team members have the same right to a safe workplace as anyone else. We may suspend a service where staff safety is at risk from threats, violence, harassment or unsafe conditions, and we will work with you on what needs to change before support resumes.

10. This site is not for emergencies

Do not use this website to report an emergency or a situation involving immediate risk. Website forms are not monitored around the clock.

In an emergency call 000. For mental health crisis support call Lifeline on 13 11 14. To reach our team directly, call 03 5998 0717.

11. Acceptable use

Please use this site lawfully and respectfully. You agree not to submit false, misleading, abusive or unlawful content; not to attempt to gain unauthorised access to our systems; not to interfere with the site or the security of other users; and not to use automated tools to scrape or bulk-collect content or personal information.

We may restrict access where use of the site is unlawful or places others at risk.

12. Privacy, confidentiality and data protection

We handle personal information in accordance with the Privacy Act 1988 (Cth), applicable privacy laws and our own policies. Our Privacy Policy explains what we collect through this site, how we use and store it, and how you can access or correct it. It forms part of these terms.

We apply reasonable administrative, technical and physical safeguards to the information we hold, including access controls, secure storage, staff training and secure disposal. If an eligible data breach occurs, we will manage and report it in accordance with our legal obligations.

Information you submit through website forms is transmitted to our team by email. While we take reasonable steps to protect it, no transmission over the internet is completely secure. Please contact us by phone if you would prefer not to send sensitive details online.

13. Intellectual property

All Newdawn branding, website content, policies, documents and resources, including our illustrations, photography, the Newdawn name and logo, and the design and code of this site, remain the property of Newdawn Support Services unless otherwise agreed in writing.

You may read, print and share our pages for personal, non-commercial use, and referrers may reproduce our resources for the purpose of supporting a participant. Any other reproduction, republication or commercial use requires our written permission.

14. Site availability

We aim to keep the site available and accurate, but we do not guarantee uninterrupted access. The site may be unavailable during maintenance or for reasons outside our control, and we may change or remove content at any time.

15. Liability

To the maximum extent permitted by law, Newdawn Support Services is not liable for indirect or consequential losses, for events beyond our reasonable control, or for loss or damage arising from your use of, or reliance on, information published on this site.

Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law or other laws that cannot lawfully be excluded, including your rights under the NDIS Act 2013 and the NDIS Practice Standards.

16. Ending services

Either of us may end services in accordance with the notice and process set out in your service agreement.

We may suspend services where serious safety, compliance or payment issues arise. Where we do, we will explain why and what would need to happen for support to resume.

17. Complaints, feedback and dispute resolution

If something is wrong, we want to hear about it, and raising it will never affect the quality of support you receive. Complaints are handled fairly, confidentially and promptly. Contact us on 03 5998 0717 or intake@newdawnss.com.au.

If a concern is not resolved, it moves through four steps. First, informal resolution with the people involved. Second, a formal complaint to us in writing. Third, an internal review by senior management. Fourth, external resolution through the NDIS Quality and Safeguards Commission on 1800 035 544 or at ndiscommission.gov.au, the Disability Services Commissioner, or another appropriate authority.

You may seek independent legal advice, or an advocate, at any stage.

18. Changes to these terms

We may update these terms from time to time. The latest version will always be published on this page, and it applies from the date shown above.

19. Governing law

These terms are governed by the laws of the State of Victoria and the Commonwealth of Australia. Any dispute arising out of or in connection with them is subject to the non-exclusive jurisdiction of the courts of Victoria.

Where services are delivered in Queensland or Western Australia, we also comply with the applicable laws, regulations and standards of those jurisdictions.

20. Contact us

Newdawn Support Services, 38 Bakewell St, Cranbourne VIC 3977.

Phone 03 5998 0717. Email intake@newdawnss.com.au. Website newdawnss.com.au.

We also have offices at Suite 184, Shop 14, 60-78 King Street, Caboolture QLD 4510 and Suite 533, 1195 Hay Street, West Perth WA 6005.