Terms and Conditions

Last updated: September 2026

Welcome to A1 Care Group. These terms and conditions apply when you use our website (a1caregroup.com.au) and when you book or receive continence assessment services from us. Please read them carefully. By using our website or our services, you agree to these terms.

In these terms, “A1 Care Group”, “we”, “us” and “our” mean A1 Care Group. “You” and “your” mean the person using our website or receiving our services, and includes your nominee, guardian or anyone acting on your behalf.

1. About A1 Care Group

A1 Care Group is a registered NDIS provider based in Clyde North, Victoria. Our qualified registered nurses provide continence assessments and continence support across Australia through telehealth, video consultations and face-to-face appointments.

We support a wide range of clients, including:

• NDIS participants (self-managed, plan-managed and NDIA-managed)
• older Australians receiving services through the Support at Home program
• private clients who pay for their own services
• clients referred by, or already supported through, other care providers, support agencies and health services

2. Our services

Our services may include:

• continence assessments carried out by a qualified registered nurse
• continence reports prepared by a qualified registered nurse, including product recommendations
• follow-up reviews and product trial check-ins
• education and support for participants, families and carers

Before your first appointment, we will give you a service agreement. It sets out the services you will receive, the fees, and your rights and responsibilities. If anything in your signed service agreement is different from these terms, your service agreement applies.

3. Referrals and bookings

You can book directly with us, or you can be referred by your support coordinator, plan manager, Support at Home provider, care manager, GP, allied health professional, another support agency or a family member. To book, we may ask for:

• your name, date of birth and contact details
• your NDIS number and plan details (for NDIS participants)
• your Support at Home provider and care manager details (for Support at Home clients)
• the name and contact details of any provider or agency that referred you
• your plan management type (self-managed, plan-managed or NDIA-managed)
• any relevant health information that helps us prepare for your assessment

Please make sure the information you give us is accurate and up to date. Let us know as soon as possible if anything changes, such as a new NDIS plan or new contact details.

4. Telehealth appointments

Most of our assessments are delivered by telehealth, using video or phone. By booking a telehealth appointment, you agree that:

• you will join from a private, quiet place where possible
• you are responsible for your own device, internet connection and any data costs
• a family member, carer or support worker may join you if you would like them to
• telehealth sessions are not recorded without your consent

Telehealth is not suitable for every situation. If your registered nurse thinks a face-to-face appointment or a referral to another health professional would be better for you, they will talk with you about your options.

5. Fees and payment

NDIS participants

Our fees follow the NDIS Pricing Arrangements and Price Limits in place at the time of your service. The support items and fees will be listed in your service agreement.

• NDIA-managed: we claim payment directly from the NDIA through the my NDIS provider portal.
• Plan-managed: we send invoices to your plan manager.
• Self-managed: we send invoices to you, and you pay them from your NDIS funds.

It is your responsibility to make sure you have enough funding in your plan for the services you book. If your funding runs out or is not available, we will talk with you before continuing services.

Support at Home clients

If you receive services through the Support at Home program, we work alongside your Support at Home provider. Our services are arranged with your provider and invoiced to them in line with your care plan and our agreement with them. Your provider will let you know about any contribution you may need to pay.

Clients referred through other providers or agencies

If another care provider, support agency or organisation arranges our services for you, we will agree on fees and invoicing with that organisation before your first appointment. We will let you know who is responsible for payment.

Private clients

Private clients will receive an invoice for each service. Invoices are due within 14 days unless we agree otherwise in writing.

6. Cancellations and rescheduling

We ask for at least 2 clear business days’ notice if you need to cancel or reschedule an appointment. A short notice cancellation fee may apply, in line with the NDIS Pricing Arrangements. For full details, please read our Cancellation Policy.

7. Assessments, reports and recommendations

Our registered nurses use their professional judgement to assess your needs and make recommendations. Please keep in mind that:

• recommendations are based on the information provided at the time of your assessment
• funding decisions are made by the NDIA, your Support at Home provider or the organisation funding your care, not by A1 Care Group
• we cannot guarantee that funding will be approved for any recommended product or support
• we are not responsible for the quality or supply of products bought from third-party suppliers

Your continence report belongs to you. With your consent, we can share it with your support coordinator, plan manager, Support at Home provider, GP or other people and agencies involved in your care.

8. Your rights and responsibilities

As a registered NDIS provider, we follow the NDIS Code of Conduct and the NDIS Practice Standards. You have the right to:

• be treated with dignity and respect
• make your own choices about your supports
• have your privacy protected
• bring a support person, advocate or interpreter to your appointment
• give feedback or make a complaint without it affecting your services

We ask that you:

• treat our staff with respect and courtesy
• give us accurate information
• let us know if you cannot attend an appointment
• tell us if your needs, plan or contact details change

We may pause or end services if there is a risk to the safety of our staff, or if these terms are seriously or repeatedly breached. If this happens, we will explain why and help you find another provider where we can.

9. Ending services

You can end your services with us at any time. Please give us notice as set out in your service agreement. If we need to end services, we will give you reasonable notice and discuss options for ongoing support.

10. Privacy and confidentiality

We collect, store and use your personal and health information in line with the Privacy Act 1988 (Cth), the Australian Privacy Principles and the NDIS Practice Standards. We only share your information with your consent, or where the law requires or allows us to. For more detail, please read our Privacy Policy.

11. Using our website

When you use our website, you agree that you will not:

• use it for any unlawful purpose
• try to gain unauthorised access to the website or its systems
• copy, change or reuse our content without our written permission
• upload or send anything harmful, such as viruses or malicious code

Website content is general information only

The information on our website is general in nature. It is not medical advice and does not replace an assessment or advice from a qualified health professional. Please speak with your registered nurse, GP or other health professional about your own situation.

Important: In an emergency, call 000.

Intellectual property

All content on this website, including text, images, logos and graphics, is owned by or licensed to A1 Care Group. You may view and print pages for your personal, non-commercial use only.

Links to other websites

Our website may include links to other websites, such as the NDIS or Continence Health Australia. We are not responsible for the content or privacy practices of those websites.

Reviews and testimonials

Reviews shown on our website come from real clients. They reflect individual experiences, and results may vary from person to person.

12. Limitation of liability

Nothing in these terms excludes, restricts or changes any rights you have under the Australian Consumer Law or any other law that cannot be excluded.

To the extent allowed by law, A1 Care Group is not liable for any indirect or consequential loss arising from your use of our website, or from information on the website that is incomplete or out of date. Where our liability cannot be excluded, it is limited to supplying the services again or paying the cost of having them supplied again.

13. Feedback and complaints

We welcome all feedback, positive or negative. If you are unhappy with our services, please contact us first so we can try to put things right:

We will acknowledge your complaint promptly and keep you informed of our progress. If you are not satisfied with our response, you can contact the NDIS Quality and Safeguards Commission on 1800 035 544 or visit ndiscommission.gov.au.

14. Changes to these terms

We may update these terms from time to time, for example when NDIS rules change. The latest version will always be on this page, with the date it was last updated. If a change affects the services you are currently receiving, we will let you know.

15. Governing law

These terms are governed by the laws of Victoria, Australia. You and A1 Care Group agree to the jurisdiction of the courts of Victoria.

Contact us

If you have any questions about these terms, please call us on 0494 047 778 or email [email protected]. Our office hours are Monday to Friday, 9am to 5pm AEST.