Terms of Service
Effective Date: August 14, 2025
Welcome to My Home Care Choices. These Terms of Service ("Terms") govern your use of our website https://myhcc.com.au and the home care services we provide. By accessing our website or using our services, you agree to be bound by these Terms.
1. About Our Services
My Home Care Choices provides comprehensive home care services including but not limited to:
- Personal care and assistance with daily living
- Companionship services
- Transportation assistance
- Medication management support
- In-home nursing services
- Allied health services coordination
- Individualised support planning
2. Service Agreement
2.1 Eligibility
Our services are available to individuals who:
- Are eligible for home care services under government programs or private arrangements
- Have completed our assessment process
- Have agreed to our care plan and service terms
2.2 Care Plans
- All services are provided according to an individualised care plan developed in consultation with you
- Care plans may be modified as needs change, subject to mutual agreement
- Regular reviews of care plans will be conducted to ensure ongoing suitability
2.3 Service Scheduling
- Services are scheduled based on availability and your care plan requirements
- We will make every effort to provide consistent care staff
- Changes to scheduled services require reasonable notice where possible
3. Client Responsibilities
As a client, you agree to:
- Provide accurate and complete information about your care needs
- Maintain a safe environment for our staff to work in
- Treat our staff with respect and courtesy
- Give reasonable notice of any changes or cancellations
- Pay for services as agreed in your service agreement
- Follow agreed care plans and safety protocols
4. Our Responsibilities
We commit to:
- Provide qualified and trained care staff
- Deliver services according to your agreed care plan
- Maintain appropriate insurance and professional standards
- Respect your privacy and dignity at all times
- Comply with all relevant healthcare regulations and standards
- Provide 24/7 support for emergency situations
5. Fees and Payment
5.1 Service Fees
- Fees are outlined in your individual service agreement
- Government-funded services are charged according to applicable funding arrangements
- Private services are charged at our standard rates
5.2 Payment Terms
- Payment is due as specified in your service agreement
- We accept various payment methods as outlined in your agreement
- Late payment fees may apply for overdue accounts
5.3 Cancellation Policy
- Cancellations with less than 24 hours notice may incur charges
- Emergency cancellations will be considered on a case-by-case basis
6. Staff and Safety
6.1 Staff Qualifications
- All staff undergo comprehensive background checks
- Staff maintain current qualifications and training
- Regular supervision and professional development is provided
6.2 Safety Protocols
- We maintain comprehensive health and safety policies
- Staff follow infection control and safety procedures
- Emergency procedures are in place for all service situations
7. Privacy and Confidentiality
- Your personal and health information is protected according to our Privacy Policy
- Information is only shared with your consent or as required by law
- All staff are bound by strict confidentiality requirements
8. Complaints and Feedback
8.1 Feedback Process
- We welcome feedback about our services
- Regular satisfaction surveys may be conducted
- Feedback can be provided through multiple channels
8.2 Complaints Procedure
- Contact your care coordinator or our customer service team
- If unresolved, escalate to our management team
- External complaints can be made to relevant regulatory bodies
- We aim to resolve all complaints promptly and fairly
9. Service Limitations
9.1 Scope of Services
- Services are limited to those outlined in your care plan
- We do not provide medical treatment or diagnosis
- Emergency medical situations require calling emergency services
9.2 Service Availability
- Services are subject to staff availability
- Weather or other external factors may affect service delivery
- We will make every effort to maintain service continuity
10. Termination of Services
10.1 By You
- You may terminate services with reasonable notice
- Outstanding fees must be paid before termination
- We will assist with transition to alternative providers if needed
10.2 By Us
We may terminate services if:
- Fees remain unpaid after reasonable notice
- There are safety concerns for our staff
- You breach these terms of service
- We are unable to meet your care needs safely
11. Liability and Insurance
11.1 Our Insurance
- We maintain comprehensive professional indemnity and public liability insurance
- Workers' compensation insurance covers all our staff
- Details of insurance coverage are available upon request
11.2 Limitation of Liability
- Our liability is limited to the extent permitted by law
- We are not liable for pre-existing conditions or normal aging processes
- Emergency medical situations should be directed to appropriate emergency services
12. Website Terms
12.1 Website Use
- Information on our website is for general purposes only
- Website content does not constitute medical or professional advice
- We reserve the right to modify website content without notice
12.2 Intellectual Property
- All website content is protected by copyright
- You may not reproduce content without permission
- Third-party content remains the property of respective owners
13. Changes to Terms
- We may update these Terms from time to time
- Changes will be posted on our website
- Continued use of services constitutes acceptance of new terms
- Significant changes will be communicated directly to clients
14. Governing Law
These Terms are governed by the laws of Australia and the state/territory where services are provided. Any disputes will be subject to the jurisdiction of the appropriate courts.
15. Contact Information
For questions about these Terms or our services, please contact us:
My Home Care Choices
Address: P O Box 72 Deer Park 3023
Phone: 1300 382 389
Email: info@myhcc.com.au
Customer Service Hours
Monday - Friday: 8:00 AM - 6:00 PM
Saturday: 9:00 AM - 4:00 PM
Emergency Support: 24/7
These Terms of Service are designed to protect both our clients and our organization while ensuring the highest quality of care delivery. We are committed to transparent and ethical service provision in accordance with all applicable laws and industry standards.