Website Terms and Conditions


This website, is owned and operated by Loyal Aid Australia.

If you have any questions, or require further information, please contact us at

This document sets out the Terms and Conditions you need to be aware of when using this website. Please take a moment to read them, as they set out your important rights and obligations and Loyal Aid Australia cares about making sure we both agree  that you are over the age of 18 and willing to be bound by these Terms and Conditions. If you don’t accept this agreement, you should not continue to visit this website.

All services advertised on this website are offered in compliance with Australian Consumer Law and under the framework of the NDIS (National Disability Insurance Scheme) and the NDIS Quality and Safeguards Commission.

General Disclaimer

On this website you will find information about our services and you can contact us for the purpose of engaging with us to use those services for yourself or someone you are referring. You can also engage with use to enquire about working to assist in the delivery of our services if you are suitably qualified.

Our Rights and Responsibilities

We attempt to ensure that all the information provided on the website is kept updated and accurate.

The generalised information for NDIS plans and suitability provided is not a substitute for specialist advice tailored to your personal circumstances.

If you are applying to work with us, we make no guarantee that the work involved is suitable for you, but we will supply as much information as we can for you to assess suitability after your application.

Visitor consumer rights

Australian Consumer Law gives visitors rights if something is wrong with equipment or supporting services, even when equipment passes its manufacturer’s or supplier’s warranty period. Find out more:

Visitor Responsibilities

We expect you to consider if our services are right for you or the person you are referring. You need to consider the current NDIS plan for you or the participant you are referring, and if it will cover the services provided.

If you are applying for work, you need to consider if you are capable of this work from all perspectives when applying.


Where and when we provide downloads for your benefit, we are not responsible for viruses or other damage that may occur as a result of downloading material from this site.

External Links

Where we provide external links for your benefit, we remain not responsible for the information and updated security of those sites. We endeavour to make sure all links we provide are updated and relevant.

Specific Disclaimer

Our Services

We currently provide services for NDIS participants who have a plan in which they are able to obtain the following assistance:

Support Coordination / Psychosocial Recovery Coaching (0106 Assist Life Stage, Transition)

Assistance with Household Tasks (0120 Household tasks)

Assistance with Community Participation (0125 Participate in the community)

Interpretation and Translation services through Translation and Interpretation Services (TIS) National (0121 Interpret and translate)

Our Responsibility

We will engage with you to create an agreement for the provision of the services you choose from what is available and deliver those services in a timely manner


If any problem arises after we become aware we will address the issues brought up adjust accordingly. As we utilise and engage third parties to deliver some services, we will negotiate and attempt to make sure these third parties address any issues.


Our services are not suitable for those looking for general support outside of the NDIS framework. They are only suitable for those people applying for and who are eligible for NDIS funding.

Intellectual Property


All information provided on this website is protected by copyright. No portion of this website may be copied or replicated in any form without the written consent of Loyal Aid Australia. 


Payment Terms

Payment of supports

Registered providers use the myplace provider portal to process payments with the NDIA.

In the NDIS payment system, supports for participants fall into three categories:

1. Core supports

A support helping a participant complete daily living activities and work towards their goals to meet their objectives.

2. Capital supports

An investment, such as assistive technologies, equipment and home or vehicle modifications, or funding for capital costs (e.g. to pay for Specialist Disability Accommodation).

3. Capacity building supports

A support that helps a participant build their independence and skills.

Supports in participant plans are categorised according to these three categories. Within a plan, participant budgets are subject to NDIS rules in relation to these three categories.

Service Bookings

Service bookings are used to set aside funding for an NDIS registered provider for a support or service they will deliver. Service bookings are not the same as service agreements. Providers claim payments against the service booking in the myplace portal.

A service booking will show the type of support to be provided, the length of time it is needed, and sets aside funding to pay for the support or service.

Service bookings can be made by you, your nominee or NDIS registered provider in the myplace portal.

  • If your NDIS funds are self-managed – You don’t need to use service bookings because you pay your providers directly.
  • If your NDIS funds are plan-managed – Your Plan Manager will make one service booking on the myplace portal, which allows the plan manager to claim payment from the NDIS for all services and supports in your plan. In this case, both NDIS registered and unregistered providers can be included in the service booking.
  • If your NDIS funds are NDIA-managed – You will need to give your NDIS registered service providers your NDIS number, date of birth and surname and the relevant support areas you have been funded for, so your providers can receive payment. You need to have service bookings in place so your provider can claim payment through the myplace portal.

Changing a service booking

A service booking can only be changed on the myplace portal before the end date of the service booking.

Cancelling a service booking

You can end a service booking on the myplace portal before the end date of the service booking. When the service booking is cancelled, any unspent money allocated for that service will be refunded back to your budget.

Cancellation billing policy

·      Cancellation charges will apply if you fail to give required notice or do not attend your scheduled appointment.

·      If you cancel outside the timeframes, you may be charged – even if you did not receive the support.

·      You should understand the service agreement you have with your provider as it may contain information on cancellations.

·      You should discuss your preferred cancellation method with your provider and / or Support Coordinator. This could include notification by phone, SMS, email and/or via the myplace portal.

·      If you have a high number of cancellations, your provider may discuss this with you.

What is the change to Cancellations?

From 30 March 2020, providers are able to claim 100 per cent of the agreed support price for a cancellation at short notice. This has changed from 90 per cent.

The definition of ‘short notice cancellation’ was temporarily broadened between 25 March and 30 June 2020 where participants were required to give 10 business days’ notice if they did not want to pay the full cost of a support service they cancelled.

The definition of short notice cancellation reverted back to two business days for most supports from 1 July 2020.

Providers can only claim for a cancellation if they have not found alternative billable work for the relevant worker and are required to pay the worker for the time that would have been spent providing the support.,supports%20from%201%20July%202020. 


The NDIA Price Guide includes a support item against which the cost of the delivery of support can be claimed.

The Price Guide lists the maximum price providers can claim for personal care, community access, domestic assistance and professional services.

Find out more about the NDIS price guide and pricing.

The NDIA (National Disability Agency) sets price limits for some supports to ensure they provide value for money for participants.

Changes to prices are updated to respond to market trends and changes in costs and are generally identified through an Annual Price Review. The Annual Price Review is undertaken by the NDIA in the lead up to a new financial year, with any new prices outlined in an updated price guide, effective 1 July each year.

The Pricing Reference Group helps guide NDIS price regulation activities and decisions.

Refer to the Annual price review page for the latest updates.

Providers can also read the NDIA’s Market position statements and recently released quarterly data on the performance of the NDIS.

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