EXPERIENCE THE JOY OF CARE
EXPERIENCE THE JOY OF CARE
Effective Date: 2026/08/13
Last Updated: 2026/08/13
These Terms and Conditions set out the terms under which SaharaCare provides services and supports to participants and other individuals accessing our services.
SaharaCare is committed to providing safe, respectful, person-centred and high-quality support that promotes independence, choice, dignity and inclusion.
These Terms and Conditions should be read together with the participant’s individual Service Agreement, support plan and any other documents applicable to the services being provided.
Where there is an inconsistency between these Terms and a signed Service Agreement, the terms of the Service Agreement will apply to the extent of that inconsistency.
SaharaCare provides support services to people with disability in accordance with applicable Australian laws, regulations and NDIS requirements.
Our services are designed to support participants to pursue their individual goals, exercise choice and control, participate in their community and maintain their independence.
The specific supports available to a participant will depend on their individual circumstances, goals, NDIS plan, funding and the services agreed between the participant and SaharaCare.
Before providing services, SaharaCare may assess whether the requested supports are appropriate and whether SaharaCare has the capacity, qualifications, resources and expertise required to safely provide those supports.
SaharaCare may decline a service request where:
the requested service is outside our scope of services;
we do not have appropriately qualified or available workers;
providing the service would create an unreasonable health or safety risk;
the requested support cannot be appropriately funded;
the requested support is inconsistent with applicable NDIS requirements; or
another provider may be more appropriate for the participant’s needs.
Where appropriate, SaharaCare will discuss available alternatives with the participant or their authorised representative.
Before services commence, SaharaCare and the participant, or their authorised representative, may enter into a written Service Agreement.
The Service Agreement may specify:
the services and supports to be provided;
agreed service arrangements;
frequency and duration of services;
fees and charges;
cancellation arrangements;
participant and provider responsibilities;
communication arrangements;
review arrangements; and
circumstances in which services may be changed or ended.
Participants are encouraged to read their Service Agreement carefully and ask SaharaCare about anything they do not understand before agreeing to the services.
SaharaCare aims to provide services based on each participant’s individual needs, preferences, goals and circumstances.
Participants have the right to:
be treated with dignity and respect;
make choices about their supports;
participate in decisions affecting them;
have their privacy respected;
communicate their preferences and concerns;
receive services free from unlawful discrimination, abuse, neglect, exploitation and violence;
have their culture, identity, values and beliefs respected;
involve an advocate or support person where appropriate; and
provide feedback or make a complaint without fear of disadvantage.
Participants are expected to:
provide accurate and relevant information necessary for the safe delivery of supports;
communicate changes that may affect service delivery;
treat SaharaCare workers respectfully;
provide a safe environment for workers where services are delivered at home or another agreed location;
follow reasonable health and safety requirements;
provide reasonable notice when cancelling or changing appointments;
comply with the terms of their Service Agreement;
ensure SaharaCare has appropriate access to the location where services are being delivered;
inform SaharaCare about relevant changes to NDIS funding or support arrangements; and
communicate concerns as soon as reasonably possible so they can be addressed.
Participants will not be penalised for raising genuine concerns, providing feedback or making a complaint.
SaharaCare will aim to:
provide services in a safe, respectful and professional manner;
respect participant choice and control;
protect participant privacy and confidentiality;
provide appropriately skilled and qualified workers where required;
communicate clearly about services and service changes;
comply with applicable NDIS requirements and Australian laws;
maintain appropriate records;
respond appropriately to incidents and complaints;
take reasonable steps to protect participants from abuse, neglect, violence and exploitation; and
continually work to improve the quality and safety of our services.
SaharaCare may use employees, contractors or other appropriately engaged workers to provide services.
SaharaCare will take reasonable steps to ensure workers are appropriately selected, screened, trained and qualified for the services they provide.
Participants may communicate preferences regarding workers where practicable. However, SaharaCare cannot guarantee that a particular worker will always be available.
SaharaCare may change a worker where reasonably necessary, including due to availability, leave, safety concerns, performance issues or other operational requirements.
The fees payable for services will be outlined in the participant’s Service Agreement or other applicable documentation.
Depending on the participant’s circumstances, services may be funded through:
NDIS funding;
self-management;
plan management; or
another agreed payment arrangement.
SaharaCare will charge fees in accordance with the agreed Service Agreement and applicable NDIS pricing requirements where relevant.
Participants are responsible for ensuring that sufficient funding is available for the agreed supports where they are responsible for payment.
Where a participant is self-managing their NDIS funding, they may remain responsible for payment of invoices in accordance with the agreed payment terms.
SaharaCare understands that circumstances can change and participants may occasionally need to cancel or reschedule a service.
Participants should provide as much notice as reasonably possible when cancelling or changing an appointment.
Participants may request changes to their services or support arrangements.
SaharaCare will consider requests based on:
participant needs and preferences;
available funding;
worker availability;
safety considerations;
service capacity; and
applicable NDIS requirements.
Changes to significant service arrangements may require an updated Service Agreement.
Services may be delivered at locations agreed between SaharaCare and the participant, including, where appropriate:
the participant’s home;
community locations;
educational or employment environments;
other agreed locations; or
locations relevant to the participant’s support goals.
Participants are expected to take reasonable steps to ensure that the environment in which services are provided is reasonably safe for SaharaCare workers.
Where a worker identifies an immediate and serious safety risk, SaharaCare may pause or discontinue the service until the risk can be appropriately managed.
The safety and wellbeing of participants, workers and other people is a priority for SaharaCare.
Participants should inform SaharaCare of relevant information that may affect the safe delivery of services, including significant health, behavioural, environmental or safety concerns.
SaharaCare may take reasonable steps to manage identified risks.
Where an immediate risk to life, health or safety exists, SaharaCare may contact emergency services or other appropriate persons where permitted or required by law.
SaharaCare workers are not a replacement for emergency medical or emergency response services.
Where an emergency occurs, workers may contact emergency services and provide relevant information necessary to protect the participant or another person’s health or safety.
Participants should contact emergency services directly where immediate emergency assistance is required.
Where SaharaCare has agreed to provide assistance involving medication or health-related support, such assistance will be provided only within the worker’s qualifications, training, role and the agreed scope of services.
Participants should provide accurate and up-to-date information relevant to the safe delivery of agreed supports.
SaharaCare does not provide medical diagnosis or treatment unless a particular service is specifically within SaharaCare’s lawful scope and appropriately qualified personnel are engaged to provide it.
SaharaCare respects the privacy and confidentiality of participants and other individuals.
Personal and sensitive information will be collected, used, stored and disclosed in accordance with SaharaCare’s Privacy Policy, applicable Australian privacy laws and relevant NDIS requirements.
SaharaCare may disclose information where:
the participant has provided appropriate consent;
disclosure is necessary to provide agreed services;
disclosure is required or authorised by law;
disclosure is necessary to protect life, health or safety; or
another lawful basis for disclosure applies.
Our Privacy Policy provides further information about how SaharaCare handles personal information.
SaharaCare will maintain records relating to the provision of services where required.
Records may include:
service information;
support notes;
communication records;
incident records;
participant preferences;
assessments;
service agreements;
invoices and payment information; and
other information necessary for service delivery, quality management or legal and regulatory purposes.
Records will be handled in accordance with SaharaCare’s privacy and information-management requirements.
SaharaCare may communicate with participants or authorised representatives through:
telephone;
email;
SMS;
face-to-face communication;
online platforms; and
other agreed communication methods.
Participants should ensure that SaharaCare has current contact information.
SaharaCare is not responsible for delays caused by incorrect or outdated contact information provided by a participant.
SaharaCare welcomes feedback and complaints because they help us improve our services.
Participants have the right to raise concerns about any aspect of the services they receive.
Complaints may be made:
verbally;
in writing;
by email;
by telephone; or
through another accessible communication method.
SaharaCare will aim to handle complaints fairly, respectfully and confidentially.
Participants will not be disadvantaged, refused services or treated unfairly simply because they have made a genuine complaint or provided negative feedback.
Where appropriate, participants may involve an advocate, support person or other representative.
Participants also have the right to raise concerns with the NDIS Quality and Safeguards Commission.
SaharaCare will not prevent or discourage a participant from contacting the NDIS Commission or another relevant authority.
Information about how to make a complaint to the NDIS Commission can be provided to participants upon request.
SaharaCare will respond to incidents in accordance with applicable laws, NDIS requirements and internal incident-management procedures.
Where an incident is required to be reported to the NDIS Quality and Safeguards Commission or another authority, SaharaCare will make the required notification.
Participants and their representatives are encouraged to report incidents, concerns or suspected abuse, neglect, violence or exploitation as soon as possible.
SaharaCare has zero tolerance for abuse, neglect, violence, exploitation or discrimination.
Concerns involving the safety or wellbeing of a participant will be taken seriously and managed in accordance with applicable safeguarding and reporting requirements.
Where necessary, SaharaCare may involve emergency services, police, regulatory authorities, the NDIS Quality and Safeguards Commission or other appropriate organisations.
SaharaCare recognises the importance of participant choice and control.
Participants are encouraged to participate in decisions about their supports and to express their preferences.
SaharaCare will seek to balance participant choice with reasonable considerations relating to safety, legal obligations, worker responsibilities and the appropriate delivery of supports.
A participant may request to end their services with SaharaCare in accordance with the terms of their Service Agreement.
SaharaCare may also suspend or end services where reasonably necessary, including where:
the agreed services are no longer required;
the participant’s funding or eligibility changes;
SaharaCare is no longer able to safely or appropriately provide the service;
there is a serious or ongoing safety risk;
there has been serious or repeated unacceptable behaviour;
there is a significant breach of the Service Agreement;
services are no longer within SaharaCare’s capacity or scope; or
another lawful reason applies.
Where reasonably practicable, SaharaCare will provide appropriate notice and work with the participant to support a safe transition.
SaharaCare is committed to respectful relationships between participants, workers and other people.
Violence, threats, harassment, intimidation, sexual harassment, discrimination, abuse or other serious unacceptable behaviour will not be tolerated.
Where behaviour creates a serious risk to a participant, worker or another person, SaharaCare may take reasonable steps to protect those involved, including modifying, suspending or ending services where appropriate.
Participants remain responsible for their personal belongings and property.
SaharaCare will take reasonable care when workers are handling or assisting with participant property as part of an agreed service.
SaharaCare is not responsible for loss or damage caused by circumstances outside its reasonable control, except where liability cannot lawfully be excluded.
Unless otherwise stated, content appearing on the SaharaCare website, including:
logos;
branding;
text;
photographs;
graphics;
videos;
documents; and
other original materials
is owned by or licensed to SaharaCare and may be protected by copyright, trademark or other intellectual property laws.
You must not reproduce, modify, distribute or commercially use SaharaCare content without appropriate permission, except where permitted by law.
If you use the SaharaCare website, you agree to use it lawfully and responsibly.
You must not:
attempt to gain unauthorised access to the website or its systems;
introduce malicious software;
interfere with website functionality;
use the website for unlawful purposes;
copy or misuse website content; or
submit information that is knowingly false, misleading or unlawful.
SaharaCare may update, suspend or discontinue parts of the website from time to time.
SaharaCare aims to ensure that information published on its website is accurate and current.
However, website content is provided for general information and should not be considered a substitute for individual professional, medical, legal or financial advice.
Information about NDIS services, eligibility, funding and requirements may change. Participants should contact SaharaCare or the relevant government or NDIS authority for information specific to their circumstances.
The SaharaCare website may contain links to third-party websites.
These links may be provided for convenience or informational purposes.
SaharaCare does not necessarily endorse or control the content, security, privacy practices or availability of third-party websites.
You should review the privacy policy and terms of any third-party website you visit.
To the extent permitted by law, SaharaCare will not be liable for loss or damage arising from matters outside our reasonable control.
Nothing in these Terms and Conditions is intended to exclude, restrict or modify any rights, guarantees, warranties or remedies that cannot lawfully be excluded, restricted or modified under Australian law.
Where the Australian Consumer Law or another applicable law provides rights that cannot be excluded, those rights remain unaffected.
SaharaCare will not be responsible for delays, interruptions or inability to provide services caused by circumstances reasonably outside our control.
Such circumstances may include:
natural disasters;
extreme weather;
public emergencies;
pandemics;
power or telecommunications failures;
transport disruptions;
government restrictions;
serious staff shortages;
emergencies; or
other circumstances beyond SaharaCare’s reasonable control.
Where possible, SaharaCare will communicate with affected participants and work towards an appropriate alternative arrangement.
SaharaCare may update these Terms and Conditions from time to time to reflect:
changes to our services;
changes to NDIS requirements;
changes to applicable laws;
changes to our business practices; or
other operational requirements.
Where changes materially affect an existing participant’s service arrangements, SaharaCare will communicate those changes where appropriate.
The most recent version will be made available on the SaharaCare website.
These Terms and Conditions are governed by the laws applicable in the Australian state or territory in which SaharaCare operates.
State/Territory: Melbourne, Victoria Australia
Any dispute arising in connection with these Terms will be subject to the applicable courts and laws of that jurisdiction, subject to any mandatory rights or dispute-resolution mechanisms available under Australian law.
If you have questions about these Terms and Conditions, your services, your Service Agreement or any other matter relating to SaharaCare, please contact us.
SaharaCare
Email: info@saharacare.com.au
Phone: +61450857616
Address: Melbourne, Victoria Australia
SaharaCare acknowledges the Traditional Owners of the lands on which we live, work and provide our services, paying our respects to Elders past and present. We also celebrate and respect the diversity of sexual orientations, gender identities and expressions within our communities.
