Who we are
Happy Phoenix Cleaning Services Pty Ltd (trading as Ms. Polly’s Home Care) (ABN 75 655 516 546) (“we/us/our”) is a registered NDIS provider delivering Personal Care and Household Tasks across Sydney. These Terms apply when we deliver supports under a Service Agreement with an NDIS participant (“you/your”).

1) What we will provide

• Supports described in your Service Agreement (scope, days/times, locations).

• Qualified, screened workers who follow the NDIS Code of Conduct, the NDIS Practice Standards, and our internal policies (incident management, complaints, risk).

2) Your responsibilities

• Provide accurate information, a safe environment for our workers (e.g., no smoking during shifts, secured pets), and any access instructions.

• Tell us promptly about changes to your plan, goals, risks, health, address, or contact details.

• Give reasonable cooperation so we can deliver supports safely and on time.

3) Fees and claiming

• We charge in line with the current NDIS Pricing Arrangements and Price Limits (including relevant claim types such as provider travel, non-face-to-face time and report writing where permitted and agreed in your Service Agreement).

• We work with NDIA-managed, Plan-managed and Self-managed participants and will invoice/claim according to your management type. (NDIA-managed claims are lodged via the myplace provider portal.)

4) Travel, non-face-to-face & minimums

• Where allowed by NDIS rules and agreed in advance, we may claim reasonable travel time/expenses, non-face-to-face time necessary to deliver your supports (e.g., care planning, liaison), and applicable minimum shift lengths for certain supports. See your Service Agreement Schedule for the specifics that apply to you.

5) Changes, cancellations & “short-notice”

• Please give us as much notice as possible if you need to change or cancel a shift.

• Short-notice cancellation rules follow the latest NDIS price guide for the relevant support item. In some items the window is 7 calendar days; in others it is 2 clear business days. Where a short-notice cancellation applies, we may charge up to the agreed fee only if the NDIS rules permit it (e.g., we were unable to redeploy the worker, and we are required to pay them). Your Service Agreement Schedule will state which rule applies to your supports.

6) Safety, incidents & emergencies

• We operate an incident management system and meet the NDIS reportable incident obligations (including 24-hour and 5-business-day notifications, as applicable). We may share necessary information with emergency services, the NDIS Commission or other agencies where legally required.

7) Feedback & complaints

• Tell us if something isn’t right: hello@mspollyshomecare.com.au / 0410 376 778.

• You can also complain to the NDIS Quality and Safeguards Commission at any time.

8) Subcontractors & partners

• We may use vetted subcontractors or allied providers. They must follow the same NDIS and privacy obligations as us.

9) Insurance

• We maintain appropriate public liability and other insurances customary for NDIS service providers.

10) Limits of liability

• Nothing in these Terms excludes the consumer guarantees under the Australian Consumer Law. To the extent permitted by law, we exclude indirect or consequential loss and, for non-ACL claims, cap our liability to the fees you paid to us in the 12 months before the event. (This does not limit liability that cannot lawfully be limited.)

11) Changes to Terms

• We may update these Terms to reflect law or NDIS rule changes. We’ll publish updates on our website and (where material) notify you. Continued use of our services after notice means you accept the updated Terms.

12) Governing law

• New South Wales, Australia.

13) Contact

• Ms. Polly’s Home Care – ABN 75 655 516 546 – hello@mspollyshomecare.com.au – 0410 376 778.