Terms of Service
These terms govern your use of Real Caring services and establish our mutual responsibilities.
Effective date: 15 January 2025
Acceptance of Terms
By accessing or using Real Caring services, you agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree to these terms, please do not use our services.
Important Information
- • These terms constitute a legally binding agreement between you and Real Caring
- • We may update these terms from time to time with notice to you
- • Continued use of our services constitutes acceptance of updated terms
- • Specific service agreements may contain additional terms and conditions
Our Services
Personal Care Services
Assistance with daily living activities including personal hygiene, medication management, and mobility support.
Support Services
Domestic assistance, social support, transport, and other services to maintain independence at home.
Service Delivery Principles
- • Services are delivered in accordance with your individual care plan
- • All services comply with Australian aged care standards and regulations
- • Services are provided by qualified and trained care workers
- • We maintain comprehensive insurance coverage for all service delivery
- • Services may be modified based on changing needs and circumstances
Your Responsibilities
Important Responsibilities
Your cooperation and compliance with these responsibilities ensure safe and effective service delivery.
Information Provision
- • Provide accurate and complete information about your care needs
- • Inform us of any changes to your health, circumstances, or needs
- • Update contact information and emergency contacts promptly
- • Provide relevant medical information and care instructions
- • Notify us of any safety hazards or risks in your home
Service Cooperation
- • Be present or arrange for access during scheduled service times
- • Provide reasonable notice for service changes or cancellations
- • Maintain a safe environment for care workers
- • Treat all staff with respect and courtesy
- • Follow agreed care plans and service arrangements
Financial Responsibilities
- • Pay all fees and charges as outlined in your service agreement
- • Provide accurate financial information for fee assessments
- • Notify us of changes to your financial circumstances
- • Pay invoices within agreed timeframes
- • Maintain appropriate insurance coverage where applicable
Our Service Standards
Quality Commitment
Real Caring is committed to delivering high-quality aged care services that meet or exceed Australian aged care standards.
Service Quality
- • Qualified and trained staff
- • Regular quality monitoring
- • Continuous improvement processes
- • Client feedback integration
Safety Standards
- • Risk assessments
- • Safety protocols and procedures
- • Incident reporting and management
- • Emergency response procedures
Service Limitations
- • Services are subject to staff availability and scheduling constraints
- • Some services may not be available in certain locations or circumstances
- • Emergency services outside normal hours may incur additional charges
- • Services may be suspended in cases of non-payment or safety concerns
- • We reserve the right to refuse or discontinue services in certain circumstances
Fees and Payments
Fee Structure
Fees are determined in accordance with Australian Government guidelines and your individual financial assessment.
- • Government subsidies may apply to reduce your costs
- • Client contributions are based on means testing
- • Fee schedules are provided before service commencement
- • Additional charges may apply for extra services or emergency calls
Payment Terms
- • Invoices are issued monthly or as agreed
- • Payment is due within 14 days of invoice date
- • Multiple payment methods are available
- • Late payment fees may apply to overdue accounts
- • Financial hardship assistance is available
Privacy and Confidentiality
We are committed to protecting your privacy and maintaining the confidentiality of your personal and health information in accordance with:
- • Australian Privacy Principles
- • Aged Care Act 1997 and related regulations
- • Health Records legislation
- • Our comprehensive Privacy Policy
For detailed information about how we handle your personal information, please refer to our Privacy Policy.
Liability and Insurance
Our Insurance Coverage
Real Caring maintains comprehensive insurance coverage including:
- • Professional indemnity insurance
- • Public liability insurance
- • Workers' compensation insurance
- • Cyber liability insurance
Limitation of Liability
While we take care to provide safe and effective services, our liability is limited to:
- • Direct damages arising from our negligence
- • Compensation as provided under our insurance policies
- • Remedial action to address service deficiencies
Complaints and Dispute Resolution
Our Complaints Process
- 1. Direct Discussion: Speak with your care coordinator or service manager
- 2. Formal Complaint: Submit a written complaint to our complaints officer
- 3. Investigation: We will investigate and respond within 14 business days
- 4. Resolution: We will work with you to resolve the issue
- 5. External Review: Contact external agencies if needed
Internal Complaints
External Agencies
- • Aged Care Quality and Safety Commission
- • Older Persons Advocacy Network (OPAN)
- • Australian Health Practitioner Regulation Agency
- • Fair Trading offices
Service Termination
Your Right to Terminate
- • You may cease services at any time with reasonable notice
- • No penalties apply for terminating services
- • We will assist with transition to other providers if requested
- • Final invoices will be issued for services provided
Our Right to Terminate
We may terminate services in certain circumstances including:
- • Non-payment of fees after reasonable notice
- • Unsafe working conditions for our staff
- • Breach of service agreement terms
- • Changes in care needs beyond our service scope
- • Inappropriate behaviour toward staff
Governing Law
These Terms of Service are governed by the laws of Victoria, Australia. Any disputes will be subject to the jurisdiction of Victorian courts.
Contact Information
If you have questions about these Terms of Service, please contact us:
These Terms of Service were last updated on 15 January 2025.