1. About These Terms

These Terms and Conditions (“Terms”) govern your use of the website tetrahealthcare.com.au (the “Website”) and your access to the services provided by Tetra Healthcare Pty Ltd (“Tetra Healthcare”, “we”, “us”, or “our”), including occupational therapy, speech pathology, nursing, support work, and support coordination services (collectively, the “Services”).

By accessing our Website, contacting us, booking our Services, or entering into a service agreement with us, you agree to be bound by these Terms. If you do not agree to these Terms, you must not use our Website or access our Services.

These Terms are to be read alongside our Privacy Policy, which forms part of our overall terms of engagement. Both documents are available on our Website.

IMPORTANT: Tetra Healthcare is not a registered NDIS provider. We currently support self-managed and plan-managed NDIS participants only. Agency-managed participants are not eligible to receive services from Tetra Healthcare under their NDIS plan. Please confirm your eligibility before booking.

2. Our Services 2.1 Service Description

Tetra Healthcare provides the following allied health and disability support services in Brisbane, Queensland, and surrounding areas:

• Occupational Therapy, including Functional Capacity Assessments (FCA), Assistive Technology reports, minor home modification reports, and OT therapy sessions
• Speech Pathology, including communication assessments, language and literacy therapy, augmentative and alternative communication (AAC), and swallowing assessments
• In-home Nursing support, including medication management, wound care, clinical assessment, and health monitoring
• Support Work, including daily living assistance, community access, personal care, and social participation
• Support Coordination, including NDIS plan navigation, provider connections, plan implementation, and capacity building coordination

2.2 Service Delivery

Tetra Healthcare is a mobile-first practice. Our clinicians deliver services at your home, school, workplace, or community setting. We also offer telehealth services for eligible services and participants. Services are delivered Monday to Friday, 8:30am to 5:30pm AEST, with additional flexibility available by arrangement.

2.3 Clinician Qualifications

All clinicians employed by Tetra Healthcare who are required to hold registration are registered with the Australian Health Practitioner Regulation Agency (AHPRA) under the Health Practitioner Regulation National Law (Queensland) Act 2017. We hold current Medicare provider registration where applicable. All clinical staff meet the qualifications, competency standards, and continuing professional development requirements of their respective professional bodies.

2.4 Service Limitations

Our Services are not a substitute for emergency medical care. In the case of a medical emergency, call 000 immediately. Tetra Healthcare does not provide urgent after-hours clinical support. If you have a health emergency or safety concern outside business hours, please contact emergency services.

3. NDIS Participants — Specific Terms 3.1 Eligibility

Tetra Healthcare services are available to NDIS participants who are self-managed or plan-managed. We are currently working toward full NDIS registration and cannot support agency-managed (NDIA-managed) participants at this time. It is your responsibility to confirm your NDIS plan management type before engaging our services.

3.2 NDIS Pricing

All NDIS services delivered by Tetra Healthcare are priced in accordance with the current NDIS Pricing Arrangements and Price Limits published by the NDIA. We will not charge above the applicable price limits for NDIS-funded services. Our pricing is transparent and available on request.

3.3 Service Agreements

Prior to receiving NDIS-funded services, you will be required to sign a Service Agreement. The Service Agreement outlines the specific services to be provided, the agreed hours, rates, and start and end dates, cancellation terms, and your rights and responsibilities as an NDIS participant.

3.4 Plan Budgets

You are responsible for ensuring that you have sufficient funding in the relevant NDIS support category to cover the cost of services. Tetra Healthcare will provide you with information about service costs prior to delivery, but we are not responsible for monitoring your NDIS plan balance. We recommend you work with your plan manager or support coordinator to track your spending.

3.5 NDIS Participant Rights

As an NDIS participant, you have rights under the NDIS Act 2013 and the NDIS Code of Conduct (even as an unregistered provider, we comply with the spirit and principles of the Code). These rights include:

• The right to receive services that are safe, respectful, and of high quality
• The right to be treated with dignity and respect
• The right to have your privacy and confidentiality protected
• The right to make complaints without fear of retaliation
• The right to choose your own providers and to change providers at any time
• The right to be free from abuse, neglect, exploitation, and violence

4. Bookings, Appointments, and Cancellations 4.1 Booking Process

To book an appointment or enquire about our services, you may contact us by phone at +61 416 678 620, by email at admin@tetrahealthcare.com.au, or via the booking or contact form on our Website. Initial consultations are generally available within 3–4 business days of your enquiry.

4.2 Confirmation

Your appointment is confirmed once you receive written or verbal confirmation from a member of our team. We recommend you confirm your appointment details before attending.

4.3 Cancellation Policy

We understand that circumstances change. Our cancellation policy is as follows:

• Cancellations made with more than 2 business days’ notice: No cancellation fee applies.
• Cancellations made with less than 2 business days’ notice (short-notice cancellations): A cancellation fee may apply, in accordance with the NDIS Pricing Arrangements and Price Limits for short-notice cancellations. This fee will not exceed the applicable NDIS short-notice cancellation rate.
• No-shows (failure to attend without notice): A no-show fee may apply, equivalent to the applicable NDIS short-notice cancellation rate.

We will waive cancellation fees in genuine emergency circumstances at our discretion. Please contact us as soon as possible if you are unable to attend.

4.4 Tetra Healthcare Cancellations

In the unlikely event that we need to cancel or reschedule your appointment, we will provide as much notice as possible and will work with you to find an alternative appointment time. No fee will be charged where we cancel.

5. Fees, Invoicing, and Payment 5.1 Fee Schedule

Our fees are set in accordance with the NDIS Pricing Arrangements and Price Limits (for NDIS-funded services) or the applicable Medicare Benefits Schedule (for Medicare-claimable services). Our current fee schedule is available on request. We will provide you with a clear cost estimate before commencing any service.

5.2 Invoicing

Invoices will be issued following the delivery of services (or in accordance with any schedule agreed in your service agreement). Invoices are provided in a format suitable for submission to your plan manager or for self-managed NDIS portal claims.

5.3 Payment Terms

For self-managed NDIS participants: Payment is due within 14 days of the invoice date, unless otherwise agreed in writing.

For plan-managed NDIS participants: Invoices are sent directly to your plan manager, who processes payment within their usual timeframes.

For Medicare and private clients: Payment terms will be provided at the time of service.

5.4 Overdue Accounts

Overdue accounts may be subject to a reminder notice and, if unpaid after 30 days, may be referred to a collections service. We will always attempt to contact you before taking this step and are open to discussing payment arrangements if you are experiencing financial difficulty.

5.5 GST

Fees for most health services provided by Tetra Healthcare are GST-exempt under the A New Tax System (Goods and Services Tax) Act 1999 (Cth). Where GST applies, it will be clearly itemised on your invoice.

6. Consent and Participation

By engaging our services, you consent to:

• The collection and use of your personal and health information as described in our Privacy Policy
• Assessment, treatment, and intervention by our clinical staff
• The sharing of relevant clinical information with other members of your care team and NDIS-related parties as described in our Privacy Policy
• The taking and use of progress notes, reports, and clinical records for the purposes of delivering and documenting your care

You have the right to withdraw consent at any time. Withdrawal of consent may affect our ability to deliver some or all services to you. Consent to specific procedures will be sought separately where required by professional or legal standards.

7. Obligations of Clients and Participants

To ensure we can deliver safe, effective, and high-quality services, we ask that you:

• Provide accurate and complete information about your health, disability, and support needs
• Attend scheduled appointments and notify us as soon as possible if you need to cancel or reschedule
• Treat our staff with respect and dignity at all times
• Ensure that the environment in which services are delivered (such as your home) is reasonably safe for our staff
• Comply with any safety instructions or protocols communicated by our staff
• Notify us promptly of any changes to your NDIS plan, plan manager, support coordinator, or health status that may affect your services

We reserve the right to suspend or cease services if a client or their representatives engage in abusive, threatening, or discriminatory behaviour toward our staff, or if the service environment poses a safety risk that cannot be reasonably mitigated.

8. Conduct and Safeguarding 8.1 Zero Tolerance Policy

Tetra Healthcare has a zero-tolerance policy toward abuse, neglect, violence, exploitation, and discrimination — whether directed at our clients or our staff. Any conduct of this nature will result in immediate cessation of services and may be reported to the relevant authorities, including the NDIS Quality and Safeguards Commission.

8.2 Mandatory Reporting

Our clinical staff are mandatory reporters under the Child Protection Act 1999 (Qld) and related legislation. Where we have reasonable cause to believe that a child or young person is at risk of harm, we are required to report this to the relevant Queensland government authority, regardless of your consent.

8.3 Vulnerable Adult Safeguarding

We take the safety of all participants seriously, including adults with disability. If we become aware of abuse, neglect, or exploitation of an adult participant, we may report this to the appropriate authority (including the NDIS Quality and Safeguards Commission or Queensland Police) in accordance with our obligations under applicable law.

9. Intellectual Property

All content on the Tetra Healthcare website (tetrahealthcare.com.au), including text, images, logos, blog posts, clinical guides, and other materials, is the intellectual property of Tetra Healthcare Pty Ltd and is protected by Australian copyright law under the Copyright Act 1968 (Cth).

You may access and view content on our Website for personal, non-commercial use only. You must not reproduce, distribute, modify, or use any content from our Website without our prior written consent.

Clinical reports, assessments, and documents prepared by Tetra Healthcare for a client are provided to that client for their personal use and for use within the NDIS system. They must not be altered, reproduced, or redistributed without our consent.

10. Website Use 10.1 Permitted Use

You may use our Website for lawful purposes only. You must not use the Website in any way that is unlawful, harmful, fraudulent, or that infringes the rights of others.

10.2 Accuracy of Website Content

While we take reasonable steps to ensure the information on our Website is accurate and up to date, we do not warrant that Website content is error-free, complete, or current at all times. Website content is provided for general information purposes only and does not constitute clinical advice. For clinical advice, please book an appointment with one of our registered clinicians.

10.3 External Links

Our Website may contain links to external websites operated by third parties. We do not endorse, control, or take responsibility for the content or privacy practices of any linked third-party website. You access external links at your own risk.

10.4 Website Availability

We do not guarantee that our Website will be continuously available or free from technical errors. We may temporarily suspend access to the Website for maintenance or other operational reasons.

11. Limitation of Liability

To the maximum extent permitted by law, Tetra Healthcare’s liability for any claim arising from or in connection with our services or Website is limited to the re-supply of the relevant service or the cost of having the service re-supplied.

We exclude, to the maximum extent permitted by law, all liability for indirect, incidental, special, or consequential loss or damage arising from your use of our services or Website.

Nothing in these Terms limits or excludes any guarantee, warranty, right, or remedy that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)), including the consumer guarantees that apply to the supply of services.

12. Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to:

• Services delivered with due care and skill
• Services that are fit for the purpose you told us about
• Services delivered within a reasonable time

If our services do not meet these guarantees, you have rights under the Australian Consumer Law, including the right to ask us to fix the problem, or in some cases to receive a refund. For further information about your consumer rights, visit www.accc.gov.au.

13. Complaints 13.1 Internal Complaints Process

We take all complaints seriously. If you have a complaint about our services, staff, or any aspect of your experience with Tetra Healthcare, please contact us in writing:

Email: admin@tetrahealthcare.com.au | Phone: +61 416 678 620

We will acknowledge your complaint within 2 business days and provide a substantive response within 14 business days. We will treat all complaints confidentially and without retaliation.

14. Anti-Discrimination

Tetra Healthcare is committed to providing services that are free from unlawful discrimination. We comply with the Disability Discrimination Act 1992 (Cth), the Anti-Discrimination Act 1991 (Qld), the Racial Discrimination Act 1975 (Cth), the Sex Discrimination Act 1984 (Cth), and all other applicable anti-discrimination laws.

We do not discriminate on the basis of disability, age, gender, race, ethnicity, religion, sexual orientation, gender identity, or any other protected characteristic. Cultural safety, including for First Nations peoples and CALD (Culturally and Linguistically Diverse) communities, is embedded in our practice standards.

15. Termination of Services 15.1 Termination by You

You may terminate your service agreement with Tetra Healthcare at any time by providing written notice to admin@tetrahealthcare.com.au. Outstanding invoices for services already delivered remain payable upon termination.

15.2 Termination by Us

We reserve the right to terminate or suspend services in the following circumstances:

• Where you have not paid outstanding invoices within agreed timeframes despite reasonable notice
• Where your or another person’s conduct poses a risk to the safety of our staff
• Where you have provided materially false or misleading information to obtain services
• Where continuation of services would be unlawful or contrary to our professional or ethical obligations

Where we terminate services, we will provide you with as much notice as practicable and will, where possible, assist you to identify alternative service providers to ensure continuity of care.

16. Force Majeure

We will not be liable for any delay or failure to perform our obligations under these Terms if such delay or failure is caused by circumstances beyond our reasonable control, including natural disasters, pandemic events, government-directed restrictions, or other force majeure events. We will notify you as soon as practicable and will work with you to minimise disruption to your services.

17. Governing Law and Jurisdiction

These Terms are governed by the laws of Queensland and the Commonwealth of Australia. Any dispute arising from these Terms or your use of our services that cannot be resolved through our internal complaints process will be subject to the exclusive jurisdiction of the courts of Queensland, Australia.

18. Modifications to These Terms

We reserve the right to modify these Terms and Conditions at any time to reflect changes in our services, legal requirements, or business operations. The most current version of our Terms will always be published on our Website at tetrahealthcare.com.au. We will notify existing clients of material changes to these Terms via email where possible. Continued use of our services following any update constitutes your acceptance of the updated Terms.

19. Severability

If any provision of these Terms is found to be invalid, unlawful, or unenforceable by a court of competent jurisdiction, that provision will be severed from these Terms without affecting the validity or enforceability of the remaining provisions.

20. Entire Agreement

These Terms, together with our Privacy Policy and any applicable Service Agreement, constitute the entire agreement between you and Tetra Healthcare with respect to the subject matter herein and supersede all prior agreements, representations, and understandings.

21. Contact Us

For any questions about these Terms and Conditions, please contact us:

Tetra Healthcare Pty Ltd
Holland Park, Brisbane QLD
Email: admin@tetrahealthcare.com.au
Phone: +61 416 678 620
Website: tetrahealthcare.com.au
Business Hours: Monday to Friday, 8:30am – 5:30pm AEST

These Terms and Conditions have been prepared with reference to the Competition and Consumer Act 2010 (Cth) — Australian Consumer Law, the National Disability Insurance Scheme Act 2013 (Cth), the Health Practitioner Regulation National Law (Queensland) Act 2017, the Privacy Act 1988 (Cth), the Child Protection Act 1999 (Qld), the Anti-Discrimination Act 1991 (Qld), the Disability Discrimination Act 1992 (Cth), the Copyright Act 1968 (Cth), and the A New Tax System (Goods and Services Tax) Act 1999 (Cth). These Terms are reviewed annually or whenever significant legislative or operational changes require an update. This document does not constitute legal advice. Tetra Healthcare recommends that clients seek independent legal advice if they have questions about their rights or obligations under these Terms.