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Terms of Service

The conditions that apply when you use Helix Care Pty Ltd services. Last updated September 2026.

1. Agreement to terms

By accessing or using the services of Helix Care Pty Ltd, you agree to be bound by these Terms of Service. If you disagree with any part of these terms, you may not access or use our services.

2. Service description

Helix Care is a registered NDIS provider offering disability support services in Melbourne. We are registered for the following NDIS registration groups:

  • 0101 – Accommodation / Tenancy Assistance
  • 0104 – High Intensity Daily Personal Activities
  • 0107 – Assistance with Daily Personal Activities
  • 0108 – Assistance with Travel / Transport Arrangements
  • 0115 – Daily Life Tasks in Group / Shared Living
  • 0116 – Innovative Community Participation
  • 0117 – Development of Daily Living and Life Skills
  • 0120 – Household Tasks
  • 0125 – Community, Social and Civic Activities
  • 0136 – Group and Centre-Based Activities

3. NDIS compliance

As a registered NDIS provider, we comply with the NDIS Practice Standards and Quality Indicators. Our services are delivered in accordance with:

  • NDIS Act 2013
  • NDIS Rules and Guidelines
  • NDIS Code of Conduct
  • NDIS Pricing Arrangements and Price Limits

4. Service agreements

Before services start, participants enter into a Service Agreement that sets out:

  • Services to be provided
  • Costs and payment terms
  • Responsibilities of both parties
  • Cancellation and termination policies
  • Complaint handling procedures

5. Participant rights and responsibilities

5.1 Rights

  • Receive services that respect your dignity and privacy
  • Be treated with respect and without discrimination
  • Access quality services that meet your needs
  • Be involved in decisions about your support
  • Have your privacy and confidentiality maintained

5.2 Responsibilities

  • Provide accurate information about your needs
  • Treat staff with respect and courtesy
  • Provide safe working conditions for staff
  • Give reasonable notice for cancellations
  • Pay agreed fees for services provided

6. Cancellation policy

Our cancellation policy follows the NDIS Pricing Arrangements and Price Limits:

  • Short notice cancellation (less than 2 business days): 100% of the scheduled fee may be charged
  • Adequate notice cancellation (2 or more business days): no fee will be charged
  • No-show: 100% of the scheduled fee may be charged

7. Complaints and dispute resolution

We aim to resolve complaints promptly and fairly. Participants have the right to:

  • Make a complaint without fear of retribution
  • Have complaints handled confidentially
  • Be supported through the complaint process
  • Raise concerns with the NDIS Quality and Safeguards Commission

8. Limitation of liability

To the maximum extent permitted by law, Helix Care Pty Ltd and its employees shall not be liable for any indirect, incidental, special, consequential or punitive damages resulting from any use of our services or any performance or non-performance of our services.

9. Changes to terms

We reserve the right to modify these terms at any time. We will notify participants of any significant changes and provide an updated copy of the terms.

10. Contact information

For questions about these Terms of Service, please contact us: