Terms & Conditions

By accessing and using this website, you agree to the Terms of Use set forth below. The term “website” refers to all web pages found on the www.myguardian.com.au domain

This website is the property of My Guardian Group Pty Ltd and its related entities (“My Guardian”). Maintenance of the website is performed by My Guardian Group

Terms of use

This website is the property of My Guardian Group Pty Ltd and its related entities (“My Guardian”). Maintenance of thewebsite is performed by My Guardian Group

Amendments to Terms of Use and Security Statement

We reserve the right to update, amend, revise, or remove the Security Statement and the Terms of Use at any time. You should check these Terms of Use and the Security Statement regularly for changes. If you do not accept the changes, you may stop accessing and using this website. Continued use of this website signifies your agreement to be bound by the amended conditions.

Disclaimer

This website provides information for general purposes only. You should seek expert advice before relying on any statements on this website. While we strive to ensure the information is complete and accurate, we accept no responsibility for any damage or loss resulting from your reliance on this information.

We are not responsible for any claims, actions, demands, costs (including legal costs), or losses (including consequential losses) arising from your use or reliance on:

This website;
Any linked website;
Information obtained from this website or any linked website;
Any harmful code or virus that may infect your system through this website.

Indemnity and Liability’

Certain State and Commonwealth legislative acts imply conditions, warranties, and obligations that cannot be modified or excluded. My Guardian does not seek to exclude your statutory rights and acknowledges them in all cases.

You indemnify and release My Guardian and our officers, agents, employees, contractors, and related entities from all claims, demands, actions, costs (including legal costs), and losses (including consequential losses) incurred as a result of:

  • Your violation of these Terms of Use;
  • Your use of this website’s content;
  • Your use of links to this website’s content.

 

Any implied warranty or condition is excluded to the extent permitted by law. Where liability cannot be excluded, My Guardian’s liability will be limited to one of the following:

For goods:

  • Replacement or supply of equivalent goods;
  • Repair of goods;
  • Payment for replacement or repair of goods.

 

For services:

  • Re-supply of services;
  • Payment for the re-supply of services.

 

We disclaim liability for typographical errors or inaccuracies in software products, service descriptions, or other information published on this website or any linked website. We do not warrant that the content on this website is up-to-date or complete. We are not obligated to update the content and may change it without notice.

You agree that we will not be responsible for any special, consequential, direct, indirect, punitive, or incidental damages arising from the use of this website or any linked website

Intellectual Property Rights

My Guardian owns all intellectual property on this website. No part of this website can be modified, reproduced, stored,
adapted, displayed publicly, or uploaded elsewhere without our prior written approval.

Conduct

You agree not to use this website for any unlawful purpose or in any way prohibited by these Terms of Use. You also agree to abide by all applicable regulations, laws, and codes of conduct:

You agree not to:

  • Publish or transmit any unlawful, defamatory, obscene, or offensive material;
  • Use this website to harass, abuse, threaten, or offend others;
  • Impersonate any entity or person;
  • Promote or engage users in unsolicited emailing or spamming;
  • Upload material containing viruses or harmful codes.

 

My Guardian reserves the right to retain, monitor, and disclose any information necessary to comply with applicable laws and regulations.

Specific Warnings

Ensure that accessing this website is not illegal or prohibited by laws applicable to you. You agree to take precautions to avoid exposure to harmful code, viruses, or other forms of interference.

Linking

We grant you a non-exclusive, non-transferable, and revocable right to provide links to our website, provided you adhere to these Terms of Use.

You agree to:

  • Use only active links to our material;
  • Not reproduce, adapt, or modify our information without prior consent;
  • Retain all trademark and copyright symbols on our material.

 

We may place links to other websites for convenience. These links may not be maintained or up-to-date. We are not responsible for third-party websites’ content or privacy practices.

Termination of Access

My Guardian can terminate access to this website without notice at any time. Our disclaimer will survive any such termination.

General

We are not liable for any failure to comply with these Terms of Use due to circumstances beyond our control. If any part of these Terms of Use is unenforceable, invalid, or illegal, the remaining terms will remain in full force. These Terms of Use are governed by the laws of New South Wales, Australia.

Privacy Policy

Your personal data provided to My Guardian is used according to our Privacy Policy.

Invoicing

All contributions are charged in accordance with government guidelines. You or your Client Adviser/Client Facilitator can review your contributions at any time using our Family Portal on www.myguardian.com.au.

We aim to invoice fortnightly but reserve the right to bill at different intervals. Our invoice will evidence your service usage and charges. Upfront payments are non-redeemable for cash and non-refundable unless agreed by both parties. Additional charges for excess kilometre allowance and sundry expenses will be invoiced separately. Services must be booked and cancelled at least 24 hours in advance to avoid charges.

Process

A team member will visit your residence for a Home Assessment to tailor a Home Care plan. The plan will specify the weekly hours and services provided. Invoices will be issued fortnightly, with various payment options available.

Invoice Queries

If you dispute any part of an invoice, contact our My Guardian Centre on 1800 694 827. Valid enquiries will result in account adjustments.

Payment Options

You can pay invoices in advance or upon receipt using:

  • Credit card via Eway;
  • EFT via internet banking (Account name: My Guardian Group Pty Ltd, BSB: 082-356, Account Number: 40-092-7040);
  • Cheque/money order payable to: My Guardian Group Pty Ltd.
Refund Policy

Refunds will be credited to the original payment method.

Transparent Pricing

Costs, funding eligibility, and contributions will be discussed during the initial assessment. My Guardian is committed to transparency and affordability, adhering to State and Federal laws. Contact us for a copy of our contribution policy.

Security – SSL

My Guardian uses SSL Certificates to provide secure eCommerce transactions, protect passwords, and secure customer information.

Q&A

Do I have a right to complain about a person or invoice?
Yes. You can make a complaint if you are not happy with an invoice or services offered by My Guardian.

Who can make a complaint?
You, your advocate, a family member, a close friend, or a support worker can make a complaint on your behalf.

What should I do if I have a complaint about a person or service?
Inform a My Guardian In Home Care staff member. If you are uncomfortable speaking to them, contact the Service Manager or ask your advocate/family member to help. My Guardian will assist you in finding an independent external agency if needed.

What will My Guardian do with the complaint?
A staff member will investigate and resolve the complaint. The Service Manager will inform you of the complaint’s receipt and resolution timeline. My Guardian will try to meet your expectations and create a resolution plan.

What if I think the complaint has not been handled properly?
Speak with a My Guardian Director. If unsatisfied with the response, you can contact another agency

Stopping or Refusing Services

Can I refuse or stop a service from My Guardian?
Yes. You can refuse or stop a service if you no longer need it or can receive it from another agency. You can access My Guardian services again if available.

Can My Guardian stop providing a service?
Yes. My Guardian may stop a service after discussion with you and, if necessary, with your family/guardian/advocate. Reasons may include inability to provide requested services, non-payment of fees, or staff safety risks.

Accessing Services Again

You can access My Guardian services again if staff is available and My Guardian can meet your needs.

Policies and Procedures

My Guardian has a full set of Policies and Procedures available for review. Contact the Service Manager on 1800 694 827 to read them.