Provider terms

About these terms

These terms are between you, the provider, and Tether Technologies Pty Ltd (ABN 18 659 420 005), trading as Help Alliance ("we", "us"). They apply when you create a provider account, accept a request, or start a trial or subscription. If you do any of those things for a business, you confirm you can agree to these terms on its behalf.

How we handle personal information is set out in our privacy policy.

What Help Alliance does

We match people who need disability (NDIS) or aged care support with providers who offer it. When someone asks for support, we send their request to providers whose services, area and accepted funding fit. We don't deliver care, employ or supervise providers, or recommend one provider over another, and the person who asked chooses who they go ahead with.

We can't promise how many requests you'll receive, or that any request will become a client. Requests go out in rounds. The first three providers to accept a request receive the person's contact details, and the request then closes to others.

Your account and listing

• Keep your business details, services, area and accepted funding accurate and up to date, so you only receive requests you can take on.
• We may list providers using public information, such as the NDIS Commission's provider register and a provider's own website. If we've listed your business, you can claim the listing by accepting a request, correct it from your dashboard, or ask us to stop contacting you using the link in any request email.
• Keep your sign-in links private. Anyone with access to your email can sign in to your account.

Accepting requests

• Only accept a request if you can start when the person needs and deliver the support they asked for.
• Contact the person promptly, ideally the same business day, and tell them you were matched through Help Alliance.
• If you can no longer help after accepting, tell the person directly so they can choose someone else.

People's information

When you accept a request, you receive the person's name and contact details. You may use them only to discuss and provide the support they asked for. You must not sell or share them, add them to marketing lists without their consent, or use them for any other purpose. You must handle them in line with the Privacy Act 1988 and the Australian Privacy Principles, and the NDIS Code of Conduct and Practice Standards where they apply to you. If the person doesn't go ahead with you, delete their details unless the law requires you to keep them.

Your responsibilities as a provider

You are responsible for the services you provide, including holding any registrations, worker screening checks, qualifications and insurance they require, and for your prices, service agreements and dealings with the people you support. You must comply with the laws that apply to your services, including the NDIS Code of Conduct where it applies.

Free trial

• New providers get a free 14-day trial. During the trial you can accept requests at no charge.
• If you joined by accepting a request from us, your trial starts then and needs no card. When it ends, you'll need to add a card to keep accepting requests. You'll still see new requests in the meantime.
• If you started your trial with a card, your subscription begins automatically when the trial ends, unless you cancel before then. We'll email you before your trial ends.
• The free trial is available once per business.

Fees and payment

• The subscription costs A$299 a month, including GST, billed monthly in advance to your card. There are no fees per request.
• Payments are processed by Stripe. We don't see or store your full card details. Each payment comes with a tax invoice.
• After your trial, a person's details are released to you only while your subscription is paid up. If a payment fails, you can't accept requests until it goes through, for example with another card.
• We may change the price. We'll email you at least 30 days before a new price applies, and it will start from your next billing period after that, so you can cancel first if you don't want to continue.

Cancelling

• You can cancel at any time from Plan and billing in your dashboard. You can keep accepting requests until the end of the period you've paid for.
• We don't refund part-months, except where the law requires it.
• Switching off "Receiving requests" pauses new requests but doesn't pause your subscription. Cancel if you want billing to stop.

Suspending or closing accounts

We may suspend or close your account if you misuse anyone's information, give us false or misleading details, repeatedly accept requests without contacting the person, act unsafely or abusively, or don't pay. Where it's reasonable, we'll tell you why and give you a chance to fix it first. If we close your account for any other reason, we'll refund any period you've paid for but haven't used.

Our responsibility to you

Nothing in these terms excludes rights you have under the Australian Consumer Law that can't be excluded. Otherwise, to the extent the law allows, we aren't responsible for the information people put in their requests, for what happens between you and the people you support, or for indirect loss such as lost profits. Our total liability to you is limited to the fees you paid us in the three months before the claim arose.

Changes to these terms

We may update these terms. For significant changes, we'll email you at least 14 days before they take effect. If you keep using Help Alliance after that, the new terms apply.

Law and contact

These terms are governed by the laws of Western Australia.

Questions: email contact@helpalliance.com.au or call 0425 536 556.