Platinum Healthcare Group Pty Ltd
ABN: 50 150 852 770
C LIENT T ERMS AND C ONDITIONS
This agreement is effective as of the date recorded in Schedule 1 and will remain in place until terminated by either party. The
services will be provided to the client at the request of the authorised funder in accordance with the summary contained in
Schedule 1.
Our Commitment
At Platinum Healthcare Group Pty Ltd we value the
relationships we have with all of our clients, from individuals
to large organisations. In the best interests of our clients,
our staff and our company, the following terms and
conditions have been setup to clearly establish roles and
responsibilities for all parties involved in the provision of our
services. Please note that Platinum Healthcare Group Pty Ltd
(incorporating Platinum Healthcare Assistance For Life Pty
Ltd) reserves the right to update, modify or change this
agreement without prior notice.
1. Platinum Healthcare Group Pty Ltd agrees to provide
non-medical home care assistance services at the
address specified by the client. In return, the client
agrees to pay Platinum Healthcare Group Pty Ltd a
service fee as agreed at the time of booking and in
accordance with the current fee schedule. A booking
may be made either in person, by telephone/fax/email
or via the Platinum Healthcare Group Pty Ltd website.
2. Platinum Healthcare Group Pty Ltd agrees to supply a
staff member who will provide the service faithfully,
diligently and in a timely and professional manner. The
staff member will present themselves at the nominated
address for the service at an agreed start time on the
agreed date and remain for the length of the agreed
service.
Privacy Policy
Platinum Healthcare Group Pty Ltd is committed to
safeguarding the privacy of your personal information.
Any and all personal information you provide will be kept
strictly confidential and will not be sold, reused, rented,
loaned, or otherwise disclosed. Any information you give to
us will be held with the utmost care, and will not be used in
ways that you have not consented to.
We keep records of customer details collected through
enquiries in order to assist us to provide relevant and
additional information updates if and when they occur.
Individuals may at any time request to be removed from our
database by contacting us by phone, email or mail. We do
not sell, rent, loan, trade, or lease the addresses on our list
to anyone. This list is maintained in a secure area protected
from misuse, loss, unauthorised access, modification or
disclosure. If you wish to access, alter or delete your
information from our database please contact us on (08)
9470 4075.
Client Obligations
1. Clients are responsible for assisting Platinum Healthcare
Group Pty Ltd to provide them with the agreed services.
Clients are required to take responsibility for the results
of any decisions they make or actions they take, and
T e r m s & C o n d i t i o n s – Page 1
should act in a way which respects the rights of all
Platinum Healthcare Group Pty Ltd employees.
2. The client agrees not to recruit, hire, use or employ any
staff member introduced to them by Platinum
Healthcare Group Pty Ltd during or after the termination
of any services being provided by Platinum Healthcare
Group Pty Ltd, either privately or via any business other
than Platinum Healthcare Group Pty Ltd. If any staff
member is hired by the client or requested to perform
any work in a private capacity, they agree to pay a
referral fee of $7,500 + GST to Platinum Healthcare
Group Pty Ltd within 14 days.
3. The client agrees to provide Platinum Healthcare Group
Pty Ltd staff with access to the address where services
are to be provided at the time and date agreed with
Platinum Healthcare Group Pty Ltd. The client agrees to
provide, in full working order, all equipment and
materials required to provide the service (unless
otherwise stipulated).
4. Any changes to the services being provided must be
agreed with Platinum Healthcare Group Pty Ltd prior to
the commencement of the service. In the event the
client requires changes to the service at the time the
service is being carried out, such changes must be
directed to Platinum Healthcare Group Pty Ltd by
telephone immediately. Clients should not request such
changes directly from the staff member providing the
service.
5. The client agrees to either secure or remove any fragile
or breakable items, or items of value prior to the
commencement of the service.
6. The client agrees to secure or remove any pets that may
impede the provision of the service prior to the service
commencement time.
7. We ask service users or their representatives DO NOT
ASK our staff members to witness any legal document(s).
8. We also ask that service users do not offer any MONEY,
JEWELLERY OR OTHER GIFTS, to our staff members, as
this causes embarrassment to them, as they are not
allowed to accept them under staff policy.
Health and Safety
It is at the sole discretion of Platinum Healthcare Group Pty
Ltd management as to whether Platinum Healthcare Group
Pty Ltd staff members are to provide services at a client’s
nominated address. If we believe the location is unsafe or
potentially dangerous to our staff, we reserve the right to
decline your request for services. In order to protect our
employees, they are instructed not to enter or remain in an
environment they consider to be unsafe, dangerous to
health, or inoperable for any reason, and are instructed to

withdraw from such an environment and report the
problem. In this event the customer will still be charged
100% of the cost of the booking. If the service is rescheduled
after the environment has been rendered safe, the customer
will be charged for subsequent services at the normal rates.
Platinum Healthcare Group Pty Ltd staff are not permitted to
lift or move heavy items, or climb on any object in the
course of their duties. Our employees are extremely
important to us and we are very serious about ensuring their
health and well-being is maintained – because of this they
are not permitted to move anything heavier than 16kg.
Doing so can put our employees in danger of injury or
potentially cause damage to your property. Clients should
ensure any items fitting these criteria should be moved prior
to the service commencement time and should not expect
the staff member to reallocate any such items at the end of
the service.
Where client’s need to be assisted with transfers of self,
these will be done in accordance with accepted OHS manual
handling guidelines. These guidelines form the basis of
decisions around suitable equipment, suitable methods and
whether the transfer requires more than one support
worker. Should transfers form part of the required services
our Care Coordinators will discuss the issues when the client
assessment is conducted.
Equal Opportunities
Platinum Healthcare Group Pty Ltd is an Equal Opportunity
Employer. Staff are employed on the basis of their ability to
complete their work and we aim to ensure all employees are
treated equally by both Platinum Healthcare Group Pty Ltd
and our clients, regardless of ethnic origin, religion, sex, age,
marital status, nationality, sexual orientation or disability.
We would appreciate your understanding in this matter and
hope you will extend the same fair treatment to all of our
staff.
Cancellation Policy
Where cancellations are made after 4PM on a business day
(Monday to Friday) and less than 24 hours prior to the
service commencement time, full charges will apply.
If staff are unable to gain access to the property as a result
of customer failure to make reasonable arrangements for
access, the client will be charged the full cancellation fee.
Once a booking for a service is requested and subsequently
confirmed by Platinum Healthcare Group Pty Ltd, the
requested time is booked in for the client and Platinum
Healthcare Group Pty Ltd may turn away other potential
customers in order to ensure your booking can be provided
at the agreed time.
Platinum Healthcare Group Pty Ltd will not be held liable for
any delay to or cancellation of services caused by
circumstances beyond their control (including but not
limited to fire, flood, strikes, exceptional traffic congestion,
machinery breakdown or power failure). Where Platinum
Healthcare Group Pty Ltd fails to carry out an agreed service
due to circumstances within our control, our liability shall be
limited to providing the agreed service at no additional
charge at a mutually convenient alternative time and in no
event shall Platinum Healthcare Group Pty Ltd be liable for
any other losses incurred.
T e r m s & C o n d i t i o n s – Page 2
Platinum Healthcare Group Pty Ltd
ABN: 50 150 852 770
Termination of agreement
This agreement may be terminated by either party providing
notice before 4.00PM on a business day (Monday to Friday)
and at least 24 hours’ prior to the commencement of
scheduled services. In the event the client wishes to
terminate this Agreement without providing such notice,
they agree to pay all service fees that would have accrued
within the notice period. Platinum Healthcare Group Pty Ltd
may terminate this agreement with immediate effect in the
event that a breach has occurred which is not possible to be
remedied prior to the commencement of the next scheduled
service.
Satisfaction Guarantee
In the event of any client being dissatisfied with the service
received from Platinum Healthcare Group Pty Ltd, we invite
you to contact us within 24 hours of the completion of the
service and assure you of our commitment to ensure all your
concerns are resolved to your satisfaction and in a timely
fashion.
Platinum Healthcare Group Pty Ltd reserves the right not to
be held responsible for a service not being completed due to
the following: faulty or lack of necessary equipment (i.e.
hoists, slide sheets); faulty or lack of cleaning materials
and/or equipment (i.e. vacuum cleaners, mops); lack of
hot/cold water or electricity; presence of a third party during
provision of the service.
Our guarantee is part of our commitment to our customers.
We want our customers to be satisfied with the services we
provide and we welcome feedback and comments to help us
deliver greater customer satisfaction. Please contact us on
(08) 9470 4075 to tell us what you like and don’t like so we
can provide a service which better suits your needs, or visit
our website at www.platinumhealthcare.com.au if you’d
prefer to submit your feedback anonymously.
Property Access Policy
Platinum Healthcare Group Pty Ltd undertakes to provide
absolute security for your keys/security code (if applicable)
at all times. In the unlikely event of any keys being lost by
Platinum Healthcare Group Pty Ltd, we will make
appropriate arrangements as soon as reasonably possible.
Platinum Healthcare Group Pty Ltd shall not be liable for any
loss or damage as a result of a delay caused by the client.
Charges
Services will be charged for at the rates outlined in the
current fee schedule. To request a copy of our current price
list, please contact our office on (08) 9470 4075. All prices
are subject to change at any time, however any changes will
be notified in writing 28 days prior to the changes taking
effect. The following applies to the charges:
2. GST –Nursing services and some Personal Care services
are exempt from GST, but otherwise GST is applicable to
ALL pricing. Ask for further information.
3. Min. booking length – Other than Overnight or 24 Hour
Live-in services, all
a. all AIN / Care and Call Out services incur a minimum
of 1 hour charge.
b. all Nursing and Nursing Call Out services incur a
minimum of 2 hours charge.

4. Sleepover shifts:
a. are 12 hours and must start between 2000 and 2200;
b. are comprised of 8 hours sleep time and up to 4
hours care before or after the sleep time;
5. ‘Overnight Active’ shifts are a maximum of 8 hours.
6. Live-In Support:
a. involve a support worker being present for a 24 hour
period;
b. include the provision of 8 hours active support in a
24 hour period;
c. can be offered for 1 day or up to 7 days a week –
casually or permanently.
7. Sleeping arrangements (applies to Sleepover and Live-In
services):
a. require sleeping arrangements to be provided for
the carer;
b. are based on minimal support for the client during
during sleep time (. 2 brief supports (up to total 30
min) are included. If carer is required to get up for
longer periods and/or 3 or more times during the
night additional charges will apply at the appropriate
night rate.
6. Meals provision – For ‘Overnight passive’ and ‘24 Hour
Live-in’ care shifts all meals are to be provided for the
Carer. If you choose not to provide meals the following
surcharges will apply: Overnight shifts - $25.00; 24hrs
shifts - $56.10.
7. Call Out – The “Emergency Call Out Fee” is charged when
we are requested to provide immediate (urgent and
non-scheduled) assistance or welfare check to a client.
Please note that time will also be charged at the
applicable Personal Care rate.
Payment Terms
Account customers are also subject to a minimum charge
which is equivalent to 3 service hours per week at the
standard weekly personal care rate in each invoice period.
Services will be invoiced on a fortnightly basis and emailed
to the client. Platinum Healthcare Group Pty Ltd requires
payment within 7 days of invoice date.
Platinum Healthcare Group offers clients several payment
options. We prefer payment via EFT, however other
payment options will be shown on your invoice. We advise
that should the VISA/MASTERCARD option being chosen a
2% surcharge will be payable. This will generally be added to
the next invoice. We regret that this is necessary, but advise
that it is due to the banks exorbitant fee structure for
smaller businesses.
Failure to pay invoices by the due date may result in
additional charges being incurred and if payment is still not
forthcoming upon request, services may be suspended and a
debt collection agency appointed to recover any amounts
which remain outstanding 28 days after the date of invoice.
In this event, the client agrees to pay all costs associated
with recovery of any outstanding funds plus interest on the
total amount outstanding from the date of invoice. The
interest rate on the total amounts owing will be set at 10%
T e r m s & C o n d i t i o n s – Page 3
Platinum Healthcare Group Pty Ltd
ABN: 50 150 852 770
above the current bank bill rates until payment is received in
full.
Refunds
If Platinum Healthcare Group Pty Ltd fails to provide the
service due to the staff member not turning up at the
allocated premises within 1 hour of the agreed
commencement time and date, Platinum Healthcare Group
Pty Ltd will offer to reschedule the service for a later time
and date convenient to the client without incurring any
additional charges beyond the standard costs which were to
be incurred for the initial service.
Insurance - Accidents, Breakage, Damage & Theft
Platinum Healthcare Group Pty Ltd has all applicable
insurances as determined by legislation. Clients are welcome
to request a copy of insurance documentation for their
records.
The client agrees to inform Platinum Healthcare Group Pty
Ltd of any incident which has occurred due to the negligence
of any Platinum Healthcare Group Pty Ltd employee within
24 hours of the service being completed. Platinum
Healthcare Group Pty Ltd will provide an incident report
form which must be completed and signed by the client and
returned to the Platinum Healthcare Group Pty Ltd office
within 7 days.
Support Workers observe all due care in performing their
duties. Accidents rarely happen. If breakages occur, Platinum
Healthcare Group Pty Ltd does not normally accept
responsibility as these can usually be claimed against your
house and contents insurance.
The client accepts there is no entitlement to compensation
from Platinum Healthcare Group Pty Ltd for any incident of
breakage/damage to property or theft if the incident is not
reported within 24 hours, or if the incident report form is
not received by Platinum Healthcare Group Pty Ltd within 7
days.
Platinum Healthcare Group Pty Ltd reserves the right not to
be responsible for:
· key replacement or locksmith fees unless keys
were lost by Platinum Healthcare Group Pty Ltd or
one of our employees
· any damages caused by faulty equipment or
materials such as hoists or other equipment
required during the provision of services
Indemnity and Breach
Platinum Healthcare Group Pty Ltd and all directors,
managers, employees and representatives are indemnified
from any and all claims, losses, damages, liabilities, costs and
expenses (including reasonable legal fees and expenses)
arising out of or relating to the provision of the service.
The client agrees that failure to abide by this agreement will
be considered a breach and Platinum Healthcare Group Pty
Ltd has the right to terminate or suspend the agreement
and/or provision of services. The indemnity shall extend
beyond the termination of this Agreement. Should the
breach be remedied in a manner to the satisfaction of
Platinum Healthcare Group Pty Ltd services will be
recommenced.