Terms of Service

1.About These Terms

GNA Services Pty Ltd (ABN: TBC) trading as GNA Services ("we", "our", "us") is a registered NDIS provider and aged care service provider operating across Australia. These terms apply to:

• Visitors to our website
• NDIS participants, aged care clients, DVA clients and their representatives who engage us
• Anyone submitting an enquiry, referral, feedback or job application via this website

Specific service obligations are detailed in your individual Service Agreement which sits alongside these terms.

2.Eligibility

To engage GNA Services, you (or your representative) must be eligible under the relevant funding program (NDIS, Aged Care Support at Home / CHSP, DVA, or private fee-for-service). We will discuss eligibility and goodness-of-fit during a free consultation before any service starts.

3.Our Services

Subject to availability and matching, we provide:

• NDIS supports including Personal Care, Community Participation, Skill Development, Accommodation & SIL, Catastrophic Injuries Support, and Behaviour Support
• Aged Care services including Support at Home, CHSP, Personal Care, Clinical Care, Domestic Assistance, and DVA in-home services
• Coordination, allied health partner referrals, and 24/7 on-call support where included in your plan

We deliver services in line with the NDIS Practice Standards, the Aged Care Quality Standards, and the NDIS Code of Conduct.

4.Service Agreements

Before services commence, we will sign a written Service Agreement with you (or your representative) covering:

• Specific supports to be delivered, frequency and duration
• How services will be claimed (NDIA-managed, Plan-managed, Self-managed, or private)
• Pricing aligned with the relevant Price Guide and any travel or short-notice cancellation provisions
• How we handle changes, cancellations, complaints and feedback

Your Service Agreement takes precedence over these Terms where there is any inconsistency in service-specific matters.

5.Fees & Payment

We charge in line with the NDIS Pricing Arrangements and Price Limits, the relevant Aged Care fees, or DVA fee schedules — whichever applies to your plan. We do not list specific hourly rates publicly because pricing depends on your plan, support type, support ratio, and time of day. We provide a written, itemised quote before services begin.

Invoices are issued according to your funding arrangement. For self-managed or private clients, payment terms are typically 14 days from invoice.

6.Cancellation & Termination

Short-notice cancellations by you (or short-notice "no shows") may be charged at the rate permitted by the NDIS Pricing Arrangements (typically 100% of the agreed support if cancelled within 7 days for NDIS supports, or as outlined in your Service Agreement for non-NDIS services).

Either party may terminate the Service Agreement by providing the notice period stated in the agreement (typically 14 days) or immediately in cases of safety risk, breach, or loss of funding eligibility.

7.Your Responsibilities

To allow us to deliver safe, high-quality care we ask that you:

• Treat our workers with respect and courtesy
• Provide a safe working environment (e.g. notify us of pets, slip hazards, weapons in the home)
• Notify us promptly of any change to your goals, support needs, plan, contact details, or health status
• Not ask workers to perform tasks outside the agreed scope, their training, or their role
• Provide reasonable notice of cancellation

8.Worker Conduct

Our workers are bound by the NDIS Code of Conduct, the Aged Care Code of Conduct (where applicable), and our internal Code of Conduct. They have completed Worker Screening Checks and ongoing training. If a worker behaves in a way that concerns you, please raise it with us immediately via our feedback channel.

9.Intellectual Property

All content on this website — including text, graphics, logos, photographs, and the GNA Services brand — is owned by or licensed to GNA Services and is protected by Australian and international copyright and trademark laws. You may view and print pages for personal, non-commercial use only.

10.Privacy

Your personal information is handled in accordance with our Privacy Policy, which forms part of these Terms.

11.Disclaimers & Limitation of Liability

This website is provided "as is" for general information. While we make reasonable efforts to ensure accuracy, we make no warranty that information is current, complete, or fit for any particular purpose. The website is not a substitute for professional medical, legal, or financial advice.

Nothing in these Terms limits or excludes any consumer rights or guarantees you have under the Australian Consumer Law. Subject to those rights, our liability for any loss arising in connection with these Terms or our services is limited (to the maximum extent permitted by law) to re-supplying the service or refunding the fees paid for that service.

12.Indemnity

You agree to indemnify GNA Services against loss arising from your breach of these Terms, your wilful or negligent acts, or your failure to provide a safe environment for service delivery, except to the extent caused by our own act or omission.

13.Governing Law

These Terms are governed by the laws of Western Australia. The parties submit to the exclusive jurisdiction of the courts of Western Australia.

14.Changes to Terms

We may update these Terms from time to time. The latest version will always be available on our website. Material changes that affect existing service arrangements will be communicated directly to active clients.

15.Contact

For questions about these Terms or any aspect of your engagement with GNA Services, please contact us using the details below.