Terms of Service &
Privacy Policy
Last updated: <strong>April 2026</strong>. These terms govern your use of Wings Care and our website. Please read them carefully.
Terms of Service
Terms of Service
Welcome to Wings Care PTY LTD (“Wings Care”, “we”, “our”, or “us”). By accessing our website or engaging our services, you agree to be bound by these Terms of Service. If you do not agree with any part of these terms, please do not use our services.
1. About Our Services
Wings Care is a registered NDIS provider offering disability support services across Australia. Our services are provided in accordance with the NDIS Act 2013, the NDIS Practice Standards, and all relevant Australian laws and regulations.
By engaging our services, you agree that:
- You are an eligible NDIS participant or an authorised representative acting on their behalf
- The information you provide to us is accurate and complete
- You will notify us of any changes to your NDIS plan or personal circumstances
2. Service Agreements
Prior to commencing supports, Wings Care will enter into a written Service Agreement with each participant or their representative. This agreement will outline:
- The specific supports to be delivered and their frequency
- The agreed cost of supports in line with the NDIS Price Guide
- The rights and responsibilities of both parties
- Cancellation and feedback processes
- How the agreement may be varied or ended
3. Cancellation Policy
We understand that circumstances change. Our cancellation policy is designed to be fair to both participants and our staff:
- Short-notice cancellation (less than 48 hours’ notice): A cancellation fee of up to 100% of the agreed support cost may apply, in line with NDIS pricing rules.
- Advance cancellation (48+ hours’ notice): No cancellation fee applies.
- Cancellations due to hospitalisation, emergency, or natural disaster are exempt from cancellation fees.
Participants should notify Wings Care of any cancellation as early as possible by calling 1800 000 000 or emailing hello@wingscare.com.au.
4. Participant Rights & Responsibilities
We are committed to upholding the rights of every NDIS participant. You have the right to:
- Receive supports free from abuse, neglect, exploitation, and discrimination
- Be treated with dignity and respect at all times
- Make decisions about your own life and supports
- Have your privacy and confidentiality protected
- Provide feedback, raise concerns, and make complaints without fear of retribution
- Access an advocate of your choice
5. Feedback & Complaints
We welcome and value all feedback. If you are unhappy with any aspect of our service, please contact us via:
- Phone: 1800 000 000
- Email: hello@wingscare.com.au
- Online feedback form: feedback page
If your concern is not resolved to your satisfaction, you may also contact the NDIS Quality and Safeguards Commission on 1800 035 544 or visit ndiscommission.gov.au.
6. Limitation of Liability
To the fullest extent permitted by law, Wings Care’s liability for any claim arising from the use of our website or services is limited to the total value of supports provided under your Service Agreement in the preceding three months. We are not liable for indirect, consequential, or incidental losses.
7. Changes to These Terms
We may update these Terms of Service from time to time. We will notify participants of any material changes via email or written notice. Continued use of our services after changes take effect constitutes acceptance of the revised terms.
Privacy Policy
Privacy Policy
Wings Care PTY LTD is committed to protecting the privacy of participants, families, and visitors to our website. This Privacy Policy explains how we collect, use, disclose, and protect personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
1. Information We Collect
We collect the following types of personal information:
- Name, contact details (phone, email, address)
- NDIS participant number and plan details
- Health and disability-related information necessary to deliver supports
- Emergency contact information
- Website usage data (via cookies and analytics tools)
We collect this information directly from you, your authorised representative, or (where permitted) from other service providers involved in your care.
2. How We Use Your Information
We use your personal information to:
- Deliver and manage the disability support services you have requested
- Communicate with you regarding your supports and appointments
- Meet our obligations as an NDIS registered provider
- Process invoicing and funding claims through the NDIS portal
- Improve our services and website experience
- Respond to feedback and complaints
3. Sharing Your Information
We do not sell or trade your personal information. We may share your information with:
- Other healthcare professionals involved in your care (with your consent)
- The NDIS and the NDIS Quality and Safeguards Commission, as required by law
- Our trusted IT and administrative service providers, under strict confidentiality agreements
- Law enforcement or government agencies when required by law
4. Data Security
We take reasonable steps to protect your personal information from misuse, loss, unauthorised access, modification, or disclosure. Our security measures include encrypted digital records, secure login systems, staff training, and access controls.
While we take every precaution, no data transmission over the internet is 100% secure. If you believe your information has been compromised, please contact us immediately at hello@wingscare.com.au.
5. Your Rights
You have the right to:
- Access the personal information we hold about you
- Request corrections to inaccurate or incomplete information
- Request deletion of your personal data (subject to legal retention requirements)
- Complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au
To exercise these rights, contact our Privacy Officer at hello@wingscare.com.au or 1800 000 000.
6. Cookies & Website Analytics
Our website uses cookies and third-party analytics tools (such as Google Analytics) to understand how visitors use our site. These tools collect anonymised data including pages visited, time spent, and device type. You may disable cookies in your browser settings, though this may affect website functionality.
NDIS Obligations
Our NDIS Obligations
As a registered NDIS provider, Wings Care is bound by the NDIS Act 2013, the NDIS Practice Standards, and the NDIS Code of Conduct. This page outlines our key obligations to participants and the broader community.
NDIS Code of Conduct
All Wings Care staff and contractors commit to the NDIS Code of Conduct, which requires them to:
- Act with respect for individual rights to freedom of expression, self-determination, and decision-making
- Respect the privacy of people with disability
- Provide supports and services in a safe and competent manner with care and skill
- Act with integrity, honesty, and transparency
- Promptly take steps to raise and act on concerns about matters that may impact the quality and safety of supports
- Take all reasonable steps to prevent and respond to all forms of violence against, and exploitation, neglect, and abuse of, people with disability
- Take all reasonable steps to prevent sexual misconduct
Worker Screening
All Wings Care workers who deliver supports to NDIS participants are required to hold a valid NDIS Worker Screening Check. This is a national check that assesses whether a person who works with people with disability poses a risk to them. We maintain records of all worker screening clearances and ensure they remain current.
Incident Management
We have a robust incident management system in place. All reportable incidents are documented and, where required, reported to the NDIS Quality and Safeguards Commission within the required timeframes. Participants and their representatives are notified of any incidents that affect them in a timely manner.
Complaints & Whistleblower Protections
We encourage anyone — participants, families, staff, or members of the public — to raise concerns without fear of retaliation. Concerns can be raised internally through our feedback channels or externally through the NDIS Quality and Safeguards Commission:
- Phone: 1800 035 544
- Website: ndiscommission.gov.au
- TTY: 133 677
Contact Our Compliance Team
For questions about our NDIS obligations or compliance practices, please contact:
- Email: hello@wingscare.com.au
- Phone: 1800 000 000
- Monday–Friday, 8am–6pm AEST
These policies can be updated as needed from the page editor.
Questions? Contact Us