1. About these Terms

These Terms and Conditions (“Terms”) govern your purchase and use of the NDIS Registration Platinum Packages, NDIS Documentation Template Packages, Add-On Services and the Provider Hub membership supplied by Connect and Grow Pty Ltd (ACN 656 839 253) trading as Provider360 (“Provider360”, “we”, “us” or “our”).

By purchasing, accessing or using any of our packages, services, or the Provider Hub, you (“the Client”, “you” or “your”) agree to be bound by these Terms. If you do not agree, do not purchase or use them.

These Terms apply to all of the following, including their different versions, tiers and inclusions:

• NDIS Registration Platinum Packages — done-for-you registration support packages (for example, the NDIS Mega Platinum Package, NDIS Certification Platinum Package and NDIS Verification Platinum Package).
• NDIS Documentation Template Packages — documentation-only packages (for example, the NDIS Verification, Certification/Core, individual Supplementary Module, and NDIS Mega Documentation Packages).
• Add-On Services — the NDIS Pre-Audit Review Service, the NDIS Documentation Editing Service, and the NDIS Provider Registration Application Submission Service.
• Provider Hub — our online compliance membership platform.

These Terms also apply to the NDIS Consulting Package/Service, a legacy service offered before 2023. The terms that apply to NDIS Registration Platinum Packages also apply to that service.

2. Definitions

In these Terms, unless the context requires otherwise:

• “Add-On Service” means an optional service purchased in addition to a package — namely the NDIS Pre-Audit Review Service, the NDIS Documentation Editing Service, and the NDIS Provider Registration Application Submission Service. An Add-On Service may be purchased either as part of the same order as the Package or separately after the Package has been purchased.
• “Approved Quality Auditor” (AQA) means an NDIS Approved Quality Auditor approved by, and listed with, the NDIS Quality and Safeguards Commission.
• “Australian Consumer Law” (ACL) means Schedule 2 to the Competition and Consumer Act 2010 (Cth).
• “Business hours” / “business day” means Monday to Friday, 9:00 am to 5:00 pm AEST, excluding national public holidays.
• “Client” means any person or entity that purchases, accesses or uses any of our packages, Add-On Services or the Provider Hub.
• “NDIS Documentation Template Package” means a documentation-only package consisting of templates (policies, procedures, forms, registers and supporting materials), without documentation editing, application submission, auditor recommendation, audit support or pre-audit review.
• “Intellectual Property” means all copyright, trademarks, trade secrets, designs, know-how, document structures, templates, systems, frameworks, methods, wording and other intellectual property rights, whether registered or unregistered.
• “Materials” means all templates, policies, procedures, forms, registers, handbooks, guides, training and supporting content supplied by Provider360, in any format.
• “NDIA” means the National Disability Insurance Agency.
• “NDIS Commission” means the NDIS Quality and Safeguards Commission.
• “NDIS Quality Audit” means the examination of a provider’s documents and processes by an Approved Quality Auditor against the applicable NDIS Practice Standards and Quality Indicators.
• “Non-Compliant Document” means a Provider360 template document that does not meet the applicable NDIS Practice Standards and is identified as such during an NDIS Quality Audit. It does not include forms or registers that the Client is responsible for completing (for example, the Business Plan, Strategic Plan, Risk Register or Continuous Improvement Register).
• “NDIS Registration Platinum Package” means a package that combines our NDIS documentation with done-for-you registration support.
• “Package” means any package purchased by the Client, including an NDIS Registration Platinum Package or an NDIS Documentation Template Package.
• “Provider Hub” means Provider360’s online compliance membership platform, which provides regularly updated documentation, regulatory alerts, audit preparation resources, a vetted partners directory, an FAQ library and a self-learning centre, as described in the Provider Hub section of these Terms. Access, inclusions and features may change from time to time at Provider360’s discretion.
• “Services” means the services Provider360 provides as part of, or in addition to, a package, including the Add-On Services.

3. General Terms (apply to everything)

3.1 Acceptance

You accept these Terms when you purchase, access or use any Package, Service or the Provider Hub. Acceptance may be given electronically (for example, at checkout), and that acceptance is binding.

You acknowledge and agree that these Terms may be updated from time to time. By continuing to purchase, access or use any Package, Service, or the Provider Hub after the Terms have been updated, you agree to be bound by the updated Terms.

3.2 What you are buying

The specific inclusions, features and guarantees that apply to you are those described on the relevant product page at the time of your purchase, read together with these Terms. Where there is any inconsistency, the inclusions listed on the product page at the time of purchase prevail for that purchase.

3.3 Pricing and GST

Unless stated otherwise, prices are quoted exclusive of GST. GST and any third-party fees (for example, payment-processing fees) are payable by the Client in addition to the stated price.

3.4 Your Australian Consumer Law rights

Nothing in these Terms excludes, restricts or modifies any right, guarantee or remedy you have under the Australian Consumer Law or any other law that cannot lawfully be excluded. Where the ACL applies, our liability for failing to meet a Consumer Guarantee is limited as set out in the Limitation of Liability section, to the extent permitted by law.

3.5 Communications

So that all interactions are documented and handled consistently, inquiries and notices should be sent by email to info@provider360.com.au. We aim to respond within one to three business days. Please include as much detail as possible to help us respond accurately.

4. Our Packages and Services — Overview

We offer four distinct categories. Each has different inclusions, guarantees and boundaries. Read the section for the category you purchased.

• NDIS Registration Platinum Packages — documentation plus done-for-you registration support (Section 5).
• NDIS Documentation Template Packages — documentation only (Section 6).
• Add-On Services — NDIS Pre-Audit Review, NDIS Documentation Editing Service, and NDIS Provider Registration Application Submission (Section 9).
• Provider Hub — our membership platform (Section 12).

The Intellectual Property and licence terms (Section 13), the limitations on guaranteed outcomes (Section 8), and the General provisions (Sections 3 and 18) apply to all categories.

5. NDIS Registration Platinum Packages

5.1 What is included

An NDIS Registration Platinum Package combines our NDIS documentation with done-for-you registration support. Depending on the package purchased, this may include branded documentation, completion and submission of your NDIS provider registration application across the modules you are registering for, a self-assessment guide with sample answers, a pre-audit review, audit support, and Provider Hub access. The exact inclusions are those listed on the product page at the time of purchase.

5.2 What is excluded

NDIS Registration Platinum Packages do not include third-party costs or services, including auditor fees, insurance, worker screening checks, or any services not expressly listed on the product page. We do not select, engage, contract or pay your Approved Quality Auditor (see Section 7).

5.3 Platinum guarantees

Registration Money-Back Guarantee. If you complete our process, and do not achieve NDIS registration as a result of the documentation and registration support provided in your NDIS Registration Platinum Package, we will refund 100% of your NDIS Registration Platinum Package fee. This guarantee applies only where you have:

• provided all required inputs and information to us on time;
• implemented and customised the documents as instructed;
• completed our pre-audit review;
• strictly followed our guidance throughout your NDIS registration process; and
• attended your NDIS Quality Audit.

The guarantee excludes third-party costs (including auditor fees, insurance and worker screening checks), which are not refundable, and does not apply where registration is not achieved due to operational or legal issues outside our control (for example, staff qualifications or experience, insurance, business or key personnel suitability, or matters identified by the auditor that are unrelated to the documentation or registration support provided by us).

To make a claim under this guarantee, you must contact us in writing within 30 days of receiving your registration outcome and provide reasonable evidence supporting your claim.

Once we receive your claim, we will assess it within 10 business days. Our response may include a request for further information, clarification or supporting documents, or may confirm the outcome of your claim.

If we request further information, you must provide it within 2 business days, unless we agree to a longer timeframe in writing. If you do not provide the requested information within the required timeframe, we may assess the claim based on the information available, place the claim on hold, or decline the claim.

For payment-plan purchases, the refundable amount equals the package fees paid, excluding the payment-plan administration fee. If any documentation has already been delivered, the value of the delivered NDIS Documentation Template Package(s), priced as at the date of the refund, will also be deducted. If any documentation has already been edited or branded for you, the value of the NDIS Documentation Editing Service will also be deducted.

24-Hour Branding & Delivery. We will brand and release your NDIS documentation within 24 business hours of receiving all required inputs from you. If we miss this, we will add two months of free Provider Hub access. The timer is based on business hours and starts only when we have received all required inputs.

12 Months of Updates. Your documentation is kept current through the Provider Hub, with updates included free for 12 months from your order date (see Sections 12 and 14).

Non-Compliant Document Rectification Guarantee. The Non-Compliant Document Rectification Guarantee in Section 6.3 also applies to the Provider360 template documentation included in your NDIS Registration Platinum Package, on the same terms and conditions.

5.4 Client responsibilities — NDIS Registration Platinum Packages

As an NDIS Registration Platinum Package client, you must:

• provide accurate, complete and truthful information, and respond to our requests promptly;
• be substantially involved in preparing your application and customising your self-assessment answers and documents, so they reflect your own organisation (see Section 10);
• review all documents and your application before submission and confirm they are accurate;
• complete the pre-audit review and rectify any issues or gaps we identify;
• select and engage your Approved Quality Auditor directly (see Section 7);
• attend and prepare for your audit, and communicate directly with your auditor; and
• maintain your own operational compliance (qualifications, certifications, memberships, insurance, worker screening and service delivery records), and obtain independent legal, accounting or other professional advice where needed.

5.5 Application submission and myID access

Where application submission is included, we will make a single submission of your NDIS provider registration application via the NDIS Commission Portal, based solely on the information you provide and approve. We will not add information without your direct provision or written approval. Any further or repeat submissions will incur additional fees. To submit on your behalf, you authorise us in writing to use your myID login credentials solely for that submission, and we will handle those credentials confidentially and securely.

6. NDIS Documentation Template Packages

6.1 What is included

An NDIS Documentation Template Package provides a suite of NDIS templates — policies, procedures, forms, registers and supporting materials — aligned with the NDIS Practice Standards and Quality Indicators, supplied in editable formats for you to customise and implement. The exact documents and modules are those listed on the product page at the time of purchase.

6.2 What is excluded

This is a documentation-only package. It does not include NDIS documentation editing, registration application submission, audit support, pre-audit review, or any done-for-you service. Those are available separately as Add-On Services or as part of an NDIS Registration Platinum Package.

6.3 NDIS Documentation Template Package guarantees

24-Hour Missing Document Guarantee. If your Approved Quality Auditor requests a policy, procedure, form or register that is within the scope of your purchased NDIS Documentation Template Package, but that document was not included in the package, we will provide the missing document within 24 business hours at no extra cost.

This guarantee applies only to documents that:

• are within the scope of the specific package you purchased;
• were required for the registration groups or modules included in that package; and
• were not provided to you as part of the package.

This guarantee does not apply to:

• documents outside the scope of your purchased package;
• registration groups, modules or supports you applied for but did not purchase documentation for;
• forms, registers, templates or records that you are responsible for completing, maintaining or implementing;
• participant files, staff files, incident records, complaints records, training records, risk assessments or other operational evidence; or
• documents requested due to your own business operations, service delivery practices, staffing arrangements or auditor-specific requirements outside the purchased package scope.

For example, if you purchased the NDIS Certification Documentation Template Package and also applied for Module 2A, this guarantee does not cover Module 2A documentation unless you also purchased the NDIS Module 2A Documentation Template Package. If your auditor requests Module 2A documentary evidence during your audit and you did not purchase the Module 2A package, the guarantee will not apply.

To claim under this guarantee, you must provide us with the auditor’s written request or other reasonable evidence showing that the requested document is within the scope of your purchased package and was not included.

Non-Compliant Document Rectification Guarantee. If, during your NDIS Quality Audit, your Approved Quality Auditor identifies a Provider360 template document that is within the scope of your purchased package as a Non-Compliant Document, we will revise, update or correct that document so that it meets the applicable NDIS Practice Standards and Quality Indicators, at no additional cost to you.

This guarantee applies only to Provider360 template documents within the scope of your purchased package. It does not apply to forms, registers, records or plans that you are responsible for completing, maintaining or implementing (for example, the Business Plan, Strategic Plan, Risk Register or Continuous Improvement Register), to documents you have significantly altered, or to non-conformities that are unrelated to our documentation. It is also subject to the following conditions:

Conditions on our guarantee. Our Non-Compliant Document Rectification Guarantee applies only where both of the following are satisfied:

• you have obtained all required NDIS documentation exclusively from Provider360. If you source any part of your documentation from another provider, we cannot ensure the effectiveness or compliance of that externally sourced documentation, and our guarantees do not apply to it; and
• you have not significantly altered the Provider360 template documents. Significant alterations to our documents (whether by you or by anyone in your organisation) may cause them to deviate from the NDIS Practice Standards and Quality Indicators. Where this occurs, the affected documents fall outside our document-quality guarantees.

To claim under this guarantee, you must provide us with the auditor’s written finding, or other reasonable evidence, showing that the document is a Non-Compliant Document within the scope of your purchased package.

6.4 Refunds

Because NDIS Documentation Template Packages are digital products delivered instantly and protected by intellectual property rights, they are non-refundable for change of mind, incorrect package selection, or where you later decide the package does not meet your needs.

You are responsible for reviewing the package scope carefully before purchasing and ensuring it matches the registration groups, modules or supports you intend to apply for.

6.5 Provider Hub access

NDIS Documentation Template Package clients receive free Provider Hub access for 3 months from the order date, after which access may be renewed for a fee (see Section 12).

6.6 Client responsibilities — NDIS Documentation Template Packages

As an NDIS Documentation Template Package client, you are solely responsible for:

• selecting the correct package and modules for your service scope;
• customising each template to accurately reflect your organisation’s operations, practices and service delivery model;
• implementing and using the documents correctly in your operations;
• completing all plans, forms and registers (we do not complete these for you);
• providing your customised documents to your chosen Approved Quality Auditor for your audit; and
• obtaining independent legal, accounting or other professional advice where needed.

We may provide guidance on how templates can be adapted, and examples or samples for reference only, but we do not customise documents on your behalf under an NDIS Documentation Template Package.

7. Approved Quality Auditors — Recommendation and Engagement Boundary

Approved Quality Auditors are independent third parties. They operate independently of Provider360 and have no organisational relationship with us. We have no referral arrangements with, and receive no referral fees from, Approved Quality Auditors.

7.1 Our role is limited to recommendation

• We may recommend Approved Quality Auditors for your consideration. Any recommendation is based solely on our clients’ past experience, not on any commercial relationship with the auditor.
• A recommendation is general information only. It is not an endorsement, guarantee or representation about an auditor’s price, availability, suitability, service quality, or the outcome of your audit.
• You are free to choose any auditor you wish, including auditors we have not recommended, from the full list of Approved Quality Auditors published on the NDIS Commission website.

7.2 You engage the auditor directly

As required by the NDIS Commission, you are solely responsible for selecting an Approved Quality Auditor, contacting auditors directly, requesting and comparing quotes, and entering into any arrangement with the auditor. Provider360 cannot contact, negotiate with, appoint, engage or contract an auditor on your behalf, including for the purpose of obtaining quotes. After our recommendation, all communication and arrangements with the auditor are strictly between you and the auditor.

7.3 We do not participate in the audit

Provider360 does not participate in the audit process after the auditor’s recommendation. Once the Approved Quality Auditor has issued their audit recommendation, all communication between you and the auditor must be direct. We do not attend, accompany you at, or otherwise participate in audits on behalf of clients or together with clients.

8. No Guaranteed Outcomes

Our guarantees relate to the quality of our NDIS documentation and the registration support we provide only. To the maximum extent permitted by law, Provider360 does not guarantee, and gives no representation or warranty as to:

• NDIS registration approval;
• the outcome of any NDIS Quality Audit;
• any decision of an Approved Quality Auditor;
• any enrolment, verification, certification or re-certification decision;
• timeframes that are controlled by third parties; or
• any decision of the NDIS Commission, NDIA or any other government or regulatory body.

These outcomes depend on factors outside our control, including your customisation and implementation of the documents, the accuracy of the information you submit, your qualifications, experience, insurance, business or key personnel suitability, inconsistencies between the documents you provide to your Approved Quality Auditor and the information submitted via the NDIS Commission Portal, and the independent decisions of auditors and regulators.

9. Add-On Services

9.1 General

Add-On Services may be purchased as part of the same order as your Package(s), or separately after your Package(s) have been purchased. Add-On Services purchased separately (that is, not as part of a Platinum Package) must be used within six (6) months of the order date. Unused Add-On Services purchased separately expire six (6) months from the order date and are not refundable or extendable. A two-day cooling-off period applies to certain Add-On Services (see Section 16).

9.2 NDIS Pre-Audit Review Service

• We conduct a remote review or health check of your NDIS documentation and supporting evidence. This may include policies and procedures, forms and registers, HR documents, insurance documents, participant files and other supporting evidence, where relevant and authorised.
• Audit-Ready Guarantee. Our review is designed to help your organisation be audit-ready, that is, prepared for your official NDIS Quality Audit, by checking your documentation and supporting evidence against the current NDIS Practice Standards and applicable NDIS rules and identifying gaps, risks and non-conformities for you to address before your audit. Where you use the review as a general health check rather than in preparation for an external audit, it is designed to help you confirm that your documentation aligns with the current NDIS Practice Standards and applicable rules. This guarantee relates to the quality and thoroughness of our review only. It does not guarantee the outcome of any NDIS Quality Audit, and we do not guarantee that you will pass any external audit (see Section 8).
• Following the review, we provide a NDIS Pre-Audit Review Report identifying relevant findings, gaps, risks, non-conformities and recommended corrective actions based on the information made available to us.
• You are responsible for addressing all issues identified in the report and for ensuring that your documentation, records, systems and supporting evidence are complete, accurate and audit-ready before your NDIS Quality Audit.
• The Pre-Audit Review does not guarantee that your auditor will not request additional information, clarification or evidence during the audit. Auditors may request information or evidence that was not identified in our report, including, at the auditor’s discretion, changes in your business operations, incomplete information provided to us, or matters outside the scope of our review.
• Unless stated otherwise, the NDIS Pre-Audit Review Service is provided once per engagement only. Additional reviews, follow-up reviews or reassessments are subject to an additional fee.
• All information shared with us for the purpose of the review will be treated confidentially.

9.3 NDIS Documentation Editing Service

• The NDIS Documentation Editing Service is an administrative editing and branding service only.
• Under this service, we edit and brand the documents included in your purchased Package by applying the business information, details and branding you provide to us. This may include adding your business name, ABN, contact details, logo and other basic organisational details to policies, procedures, forms and registers.
• This service does not include customising the substance of the documents to reflect your organisation’s specific operations, systems, staffing structure, service delivery model, or day-to-day practices. You remain responsible for reviewing, customising and implementing the documents so they accurately reflect how your organisation operates.
• This service does not include completing forms, registers, records, participant files, staff files, risk assessments, incident records, complaints records or other operational evidence on your behalf. We may provide completed examples for reference only.
• 24-Hour Delivery Guarantee. We will deliver your branded documents to your inbox within 24 business hours of receiving all complete and accurate information required from you, or we will add one (1) extra month of Provider Hub access to your account. Any delay in providing complete or accurate information may delay delivery. This is an Add-On Service guarantee: where you purchase the NDIS Documentation Editing Service separately, the Platinum Package and NDIS Documentation Template Package guarantees do not apply to it.
• Revision requests must be sent via email only. We will make reasonable efforts to address revision requests relating to the editing or branding completed by us. Revision requests do not include substantive customisation, operational implementation, completion of records, or changes outside the scope of the NDIS Documentation Editing Service.
• Editing and branding documents does not guarantee audit success or NDIS registration. Outcomes depend on your review, customisation, implementation and use of the documents, as well as your organisation’s operations, systems, evidence and audit performance.
• All information shared with us for the purpose of this service will be treated confidentially.

9.4 NDIS Provider Registration Application Submission Service

• This service includes one submission of your NDIS provider registration application through the NDIS Commission Portal, based solely on the information, documents and responses you provide and approve.
• Correct Scope Guarantee. We assess and confirm your registration scope against your business goals, intended services, and eligibility for those supports before submission, so your scope is right from the beginning, not corrected through a costly resubmission later. We also help you maximise your scope across the NDIS services you are eligible for, so you avoid paying for an out-of-cycle audit to add them down the track.
• Any additional, repeat or corrected submission will incur an additional fee, including where a further submission is required because of incomplete, inaccurate or incorrect information provided by you.
• You must be substantially involved in preparing your application. You are responsible for ensuring that all application details, registration groups, key personnel information, declarations, supporting documents and self-assessment answers are complete, accurate and truthful.
• You must independently customise your self-assessment answers so they accurately reflect your organisation, operations, systems, practices and service delivery model. We may provide sample answers for reference only. We do not edit, verify or approve your customised self-assessment answers.
• You authorise us in writing to use your myID login credentials solely for the purpose of submitting your NDIS provider registration application on your behalf. We will handle those credentials confidentially and use them only for the authorised submission.
• We are not responsible for the accuracy, completeness or truthfulness of the information, documents, declarations or answers you provide. You remain responsible for reviewing and approving all information before submission.

10. Client Responsibilities (all registration clients)

In addition to the responsibilities specific to your package (Sections 5.4 and 6.6), all clients seeking NDIS registration or renewal must:

• provide accurate, complete and truthful information;
• be substantially involved in preparing the application and supporting documents;
• review all documents and submissions before they are relied on or lodged;
• respond to requests promptly so timeframes can be met;
• maintain their own operational compliance with the NDIS Practice Standards and Quality Indicators;
• implement and use the documents correctly in their operations;
• engage directly with their Approved Quality Auditor when required; and
• obtain independent legal, accounting or other professional advice where needed.

11. NDIS Commission Guidelines on Using Consultants, Advice Services or Purchased Policies

The following are the NDIS Commission’s guidelines on the involvement of providers who use consultants, advice services or purchased policies in the registration process. They apply to both NDIS Registration Platinum Packages and NDIS Documentation Template Packages. We reproduce them here so you understand your obligations:

“Using consultants, advice services or purchased policies to apply for registration

You are responsible for the content of your registration application. If you’ve used a consultant, consultancy service, advice service, or purchased policies to assist you with your application, the NDIS Commission expects that:

• you were substantially involved in preparing the application and associated documents
• you understand what you have submitted and can explain the content if required
• your application is an accurate representation of your organisation and key personnel
• you can demonstrate the suitability of your organisation to deliver disability supports and not rely on the expertise of the consultancy or advice service
• the responses in your application are specific to your organisation and are not a direct copy of purchased documents
• your application and supporting documents accurately set out how your organisation complies with NDIS provider responsibilities
• the policies you provide must accurately reflect how your organisation will deliver NDIS supports.

Consultants and advice services that provide the same or very similar information and advice to multiple providers may indicate a lack of understanding on behalf of organisation and its key personnel of the relevant NDIS Practice Standards and associated documents. Providing the same or similar information in your application may subvert the quality audit process and suitability assessment functions of the NDIS Commission. This increases the risk that your application includes false or misleading information, and your application may be refused. The NDIS Commission can also impose an additional condition to your registration that requires you to do a new certification audit (stage 1 and stage 2), including submitting a new self-assessment against applicable NDIS Practice Standards. If the condition is imposed, your auditor will provide you with the template Word document to submit your responses.

Providing false or misleading information in an application for registration is a contravention of section 73D of the National Disability Insurance Scheme Act 2013 (NDIS Act) punishable by civil penalty. It is a criminal offence under section 137.1 of the Criminal Code Act 1995 (Criminal Code). Existing registered NDIS providers may also have their registration suspended or revoked if they provide false or misleading information in an application for registration.“

12. Provider Hub

The Provider Hub is our online compliance membership platform. It is a separate offering from our Packages, and these Provider Hub terms apply in addition to the General Terms.

12.1 What the Provider Hub includes

• Documentation Updates — documents updated regularly following NDIS Commission guidance, NDIA requirements, best practice and auditor feedback, with version history, a summary of what changed and why, and the document type clearly labelled (policy, procedure, form, register). Updated documents are provided in unbranded form.
• Regulatory Alerts — email notifications when the NDIS Commission, NDIA or another government agency announces changes, written in plain English (what changed, what it means, and what action is required).
• Audit Preparation Resources — resources covering initial verification, certification, mid-term reviews, renewal audits and internal audits.
• Vetted Partners — a directory of partners selected on experience and industry standing, covering quality auditing, insurance, marketing, accounting and software.
• FAQ Library — searchable answers about the Provider Hub, the registration process, worker screening, and related topics.
• Self-Learning Centre — step-by-step guidance through the NDIS registration process and cycle.

12.2 Access period and renewal

• Free Provider Hub access is bundled with packages as follows: NDIS Registration Platinum Package clients receive twelve (12) months free from the order date; NDIS Documentation Template Package clients receive three (3) months free from the order date.
• When the free access period ends, you may continue your access through a paid Provider Hub subscription, billed either monthly or annually. The subscription renews automatically for successive periods until you cancel it. You may cancel at any time, with cancellation taking effect at the end of the current paid period.
• Access automatically ends at the end of the free period or any paid renewal period unless renewed. Continued access after that requires a new or renewed subscription.
• Documentation updates and any reference to indefinite or anytime access. Any reference in our marketing or other materials to documentation updates being available for an indefinite time, on an ongoing basis, or anytime means that you may access documentation updates through the Provider Hub for as long as you maintain an active Provider Hub membership. It does not mean updates are provided free of charge. Provider Hub access expires based on the package you purchased (see the free periods above), and continued access after your free period requires a paid monthly or annual Provider Hub membership. Membership fees still apply, and you may continue to access documentation updates through the Provider Hub for as long as your membership remains active.

12.3 Account use and acceptable use

• Access is granted to you for your organisation’s internal business use only. You must not share login credentials, or allow access by anyone outside your organisation or any non-authorised user.
• You must use the Provider Hub lawfully and must not scrape, bulk-download, copy, reproduce, resell, redistribute, sublicense or republish its content.

12.4 Updates, alerts and resources are guidance, not advice

• We update content regularly, but the frequency and timing of updates are at our discretion. We do not guarantee that every regulatory or legislative change will be reflected immediately.
• Regulatory alerts, resources and learning materials are general information only. They are not legal, financial or professional advice, and are not a substitute for it. We do not guarantee their completeness, accuracy or timeliness. You should verify information against official sources and obtain your own advice where needed.
• Provider Hub access does not guarantee any audit or registration outcome.

12.5 Vetted partners

Vetted partners are independent third parties. Listing or recommending a partner is not an endorsement or guarantee of their price, availability, suitability, service quality or results. Any engagement is strictly between you and the partner, and the Referral Disclaimer (Section 20) applies.

12.6 Suspension, termination and changes

• We may suspend or terminate your Provider Hub access for misuse, breach of these Terms, credential sharing, suspicious use, or non-payment of a renewal fee.
• Provider Hub support is provided by email (info@provider360.com.au) and is guidance only; it does not include document customisation or professional advice.
• The Provider Hub’s features, content and inclusions may change or evolve over time at our discretion.
• All Provider Hub content is the Intellectual Property of Provider360 and is subject to Section 13.

13. Intellectual Property and Licence

13.1 Ownership

All Materials, and all Intellectual Property in them — including templates, policies, procedures, forms, registers, handbooks, guides, systems, frameworks, methods, wording, page structures, training materials and supporting content — remain the exclusive property of Provider360 or its licensors at all times, unless expressly stated otherwise. Nothing in these Terms transfers any ownership to you.

13.2 Licence granted to you

We grant you a non-exclusive, non-transferable, revocable licence to use the Materials solely for your organisation’s own internal business use — that is, to achieve and maintain your own NDIS registration and compliance. You may customise the Materials for that internal use.

13.3 Restrictions

You must not, without our prior written consent:

• copy, reproduce or duplicate the Materials except as needed for your own internal business use;
• resell, rent, sublicense, distribute, share, transfer or republish the Materials (including posting them on social media or any website);
• provide the Materials to a consultant, another provider, business owner or any third party;
• use the Materials for any commercial purpose beyond your own internal business use, or create derivative works for resale or distribution; or
• remove any proprietary notices or labels.

13.4 Enforcement and termination of licence

We may terminate your licence and your access (including Provider Hub access) if we reasonably suspect non-compliant or suspicious use of the Materials or our Intellectual Property, and may investigate and, where warranted, permanently revoke access. On termination, you must stop using the Materials and destroy all copies. You are responsible for the legal costs we reasonably incur in enforcing our Intellectual Property rights against your misuse. These rights are in addition to any remedy available at law.

14. Updates Following Regulatory Changes; New Standards, Modules and Registration Groups

14.1 Updates within the scope of your package

We aim to keep the Materials current with applicable legislation, rules and standards. Where a legislative or regulatory change affects documents within the scope of your purchased package, we will develop the new or updated documentation within a reasonable period of up to three months. Updated documentation is made available through the Provider Hub only, and is provided in unbranded form; you are responsible for applying your own branding. Updates are available during your included (or renewed) Provider Hub access period.

14.2 New Practice Standards, new registration groups and new modules

If the NDIS Commission introduces new NDIS Practice Standards, a new registration group, or a new Supplementary Module that requires new documentation, new work or a new service scope, that work is outside the scope of your purchased package and will be treated as a new product or a separate service.

If you purchased your package before the release of the new NDIS Practice Standards or new registration group, any new documentation later developed to align with them is not included in the package you purchased before that release.

Example: New NDIS Practice Standards for Supported Independent Living (SIL), and a new registration group (0138 – Assistance with Supported Independent Living), take effect from 1 July 2026. If you purchased the NDIS Mega Platinum Package before 1 July 2026, your package did not include the new SIL package developed in response to those new NDIS Practice Standards and new registration group. To obtain the SIL documentation, you would need to purchase the new SIL package separately.

15. Privacy, Confidentiality and Use of Internal Tools

15.1 Confidentiality

Each party will keep the other’s confidential information confidential and use it only to perform its obligations under these Terms. We treat the documents and information you provide as confidential and do not disclose them to third parties without your consent, except as set out in these Terms or as required by law.

15.2 Privacy

We collect and handle personal and business information to deliver our Packages, Services and the Provider Hub, in accordance with the Australian Privacy Principles and our Privacy Policy. Some information may be stored or processed outside Australia by us or our service providers; where this occurs, we take reasonable steps to ensure it is handled in accordance with the Australian Privacy Principles. We do not sell your information.

15.3 Use of internal tools, including AI-assisted tools

We may use our own internally owned and operated tools, including AI-assisted tools, to support product refinement, quality improvement, internal drafting support, workflow enhancement, internal analysis and service optimisation. Any such use is subject to our privacy and confidentiality obligations. These tools assist our internal processes and efficiency; they do not change our commitment to keeping your information confidential, and we do not use them in any way that compromises that commitment.

15.4 Sharing contact details with partners

To help facilitate business support services, we may share your business representative’s name, email address, phone number and relevant business details with selected referral partners, including insurance brokers, software providers, marketing agencies or other business service providers, where you have requested or authorised the referral.

This may occur where you submit a request by email, complete a referral form through the Provider Hub, or otherwise ask us to connect you with a referral partner.

By submitting a referral request or referral form, you authorise us to share the relevant information with the applicable referral partner for the purpose of contacting you, responding to your enquiry, providing quotes, offering relevant services, or assisting with your business operations.

You may opt out of having your contact details shared with referral partners at any time by emailing info@provider360.com.au. Because we share your details only when you request or authorise a referral, opting out may affect our ability to connect you with the partner you have asked for.

Referral partners are independent third parties. We are not responsible for their advice, services, fees, products, conduct, privacy practices or any agreement you enter into with them.

16. Payments and Refunds

16.1 Payment

Payment is due in full at the time of purchase, or by an approved instalment plan. You must complete payment to access the Package, Add-On Service or Provider Hub.

16.2 Payment plan

A four-instalment payment plan is available for the NDIS Registration Platinum Packages only. Instalments are paid fortnightly by direct debit via GoCardless or Stripe. NDIS Documentation Template Packages are not available on a payment plan. By selecting the payment plan, you authorise the automatic debit of each instalment. Once the first payment is made and delivery has commenced, the payment plan is non-cancellable, and instalments paid are non-refundable (subject to your ACL rights and the Registration Money-Back Guarantee). Delivery depends on each instalment clearing, and is staged as follows:

• Payment 1: Onboarding, eligibility assessment and registration guidance.
• Payment 2: NDIS provider registration application submission.
• Payment 3: Pre-audit review and audit support.
• Payment 4: Complete documentation suite and full Provider Hub access.

16.3 Refund policy

Except as set out in these Terms, all purchases are final, and we do not offer refunds for change of mind. This refund policy is subject to, and does not limit:

• the Registration Money-Back Guarantee (Section 5.3);
• the cooling-off period for eligible Add-On Services (Section 16.4); and
• your rights under the Australian Consumer Law (Section 3.4).

16.4 Cooling-off period for eligible Add-On Services

A two-calendar-day cooling-off period applies, from the date of first or full payment, to the following Add-On Services: the NDIS Provider Registration Application Submission Service, the NDIS Pre-Audit Review Service, and the NDIS Documentation Editing Service. If you cancel an eligible service in writing within that period and the service has not yet been provided, you are entitled to a full refund of that service. Once the service has been provided, or once the cooling-off period ends, the cooling-off refund no longer applies.

17. Service Expiry

Services included in a Platinum Package (such as application submission, pre-audit review and documentation editing) must be used within twelve (12) months from the purchase date. Unused services expire after twelve (12) months and are not refundable or extendable.

Add-On Services purchased separately from a Package (the NDIS Documentation Editing Service, the NDIS Pre-Audit Review Service, and the NDIS Provider Registration Application Submission Service) must instead be used within six (6) months from the order date. Unused Add-On Services purchased separately expire after six (6) months and are not refundable or extendable (see Section 9.1).

It is your responsibility to provide the required information, documents, access and approvals in time for the services to be completed before the expiry date.

If a service has expired and you later require that service, you may purchase it as an Add-On Service at the rates current at the time of purchase.

18. Disclaimer and Limitation of Liability

18.1 No warranties beyond those implied by law

To the maximum extent permitted by law, the Materials, Packages, Services and Provider Hub are provided “as is” and “as available”, without warranties of any kind except those that cannot lawfully be excluded. You are responsible for verifying information before relying on it, and you use the Materials at your own risk.

18.2 Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any rights, remedies or consumer guarantees that cannot be excluded, restricted or modified under the Australian Consumer Law or any other applicable law.

18.3 Third-party and client-dependent matters

To the maximum extent permitted by law, we are not liable for any loss arising from:

• the independent decisions of Approved Quality Auditors;
• decisions of the NDIS Commission, NDIA or any other government or regulatory body;
• your implementation, customisation or use (or failure) of the Materials;
• inaccurate or incomplete information you provide;
• delays caused by auditors, regulators or other external bodies; or
• service interruptions or events outside our reasonable control.

18.4 Cap on liability and consequential loss

To the maximum extent permitted by law, our total aggregate liability arising out of or in connection with these Terms (whether in contract, tort, including negligence, statute or otherwise) is limited to the amount you paid us for the Package or Service giving rise to the liability. We are not liable for any indirect, special or consequential loss, or for loss of profit, revenue, business, goodwill, opportunity or data.

18.5 Force majeure

We are not liable for any failure or delay in performing our obligations caused by an event outside our reasonable control, including acts of God, fire, flood, epidemic or pandemic, war, civil disturbance, industrial action, failure of telecommunications or internet services, third-party platform outages, or changes in law or government action.

19. Indemnity

You agree to indemnify and hold harmless Provider360, its directors, employees and affiliates from any claim, liability, loss, damage, cost or expense (including reasonable legal costs) arising from or connected with your breach of these Terms, your misuse of the Materials, your infringement of Intellectual Property rights, or any action or sanction by a regulator due to inaccurate information or non-compliance on your part.

20. Referral Disclaimer

Provider360 takes no responsibility for services provided to you by any third party we recommend, including software companies, insurance brokers or companies, and marketing agencies. We may receive a referral fee from some of these partners if you choose to engage them based on our recommendation. We have no referral arrangements with, and receive no referral fees from, Approved Quality Auditors. To the maximum extent permitted by law, we are not liable for any loss arising from your use of third-party referral services, and our liability for any referral is limited to the amount (if any) you paid us for the referral, and no fee is paid by you to us for referrals.

21. General

21.1 Governing law and jurisdiction

These Terms are governed by the laws of South Australia, and the parties submit to the exclusive jurisdiction of the courts of South Australia.

21.2 Dispute resolution

If a dispute arises, the party raising it must give written notice setting out the details and a proposed resolution. The parties must then meet (in person or by phone or video) within seven days to try to resolve it in good faith. If the dispute is not resolved within 21 days of the notice, either party may pursue mediation or commence proceedings. Nothing in this clause prevents a party from seeking urgent interlocutory relief.

21.3 Severability

If any provision of these Terms is held to be invalid, void or unenforceable, that provision is severed, and the remaining provisions continue in full force.

21.4 Entire agreement

These Terms, together with the inclusions on the relevant product page at the time of purchase, are the entire agreement between you and Provider360 and supersede all prior communications. Any waiver must be in writing and signed by us.

21.5 Assignment

You may not assign or transfer your rights under these Terms without our written consent. We may assign or transfer our rights and obligations to a related entity or successor.

21.6 Changes to these Terms

We may modify these Terms at any time, effective when posted on our website. The Terms that apply to a purchase are those in effect at the time of that purchase, read with the product-page inclusions at that time. It is your responsibility to review the Terms periodically.

21.7 Survival

The provisions on Intellectual Property, confidentiality and privacy, disclaimers and limitation of liability, indemnity, and governing law survive termination or expiry.

22. Contact Us

If you have any questions about these Terms, contact us at info@provider360.com.au. Our team will respond during business hours.

Last updated: 15 June 2026