Client Policy

Issued by	Ethical Hire ABN 77 679 399 001
Version	1.0
Last updated	06/03/2026
Applies to	Ethical Hire public website, platform, workers, clients, participants, providers, coordinators and authorised representatives, as applicable

1. Purpose and Scope

This Client Policy outlines the responsibilities and expectations of Participants, authorised representatives, Plan Managers, Providers, and other parties who access, request, arrange, or receive services through the Ethical Hire Platform.

This Policy applies to all interactions, bookings, communications, and service arrangements facilitated through or arising from introductions made via the Platform, including supports delivered in-home, within the community, in facilities, or through telehealth services.

For the purposes of this Policy:

• Participant means an individual receiving supports or services through the Platform.
• Plan Manager means an organisation or individual authorised to manage NDIS funding on behalf of a Participant and holding any required registrations, approvals, and a valid ABN.
• Provider means an individual or organisation offering services through the Platform and, where required by law or the NDIS Practice Standards, holding appropriate NDIS registration, licences, qualifications, insurances, and a valid ABN.
• Client means an individual who seeks care, support, companionship, nursing, or allied health services through the Platform, and includes where applicable that individual’s authorised nominee, guardian, plan manager, or legal representative acting in that capacity; Provider means a healthcare organisation, NDIS registered provider, aged care facility, hospital, or other organisation that accesses the Platform to engage Workers for the delivery of Services. Participant means any individual accessing, receiving, or facilitating the delivery of Services through the Platform, including: (a) an NDIS participant within the meaning of the National Disability Insurance Scheme Act 2013 (Cth); (b) an Aged Care client receiving services funded or regulated under the Aged Care Act 1997 (Cth) or any applicable aged care program; (c) a primary carer or family member who is informally or formally recognised as providing ongoing care and support to a person described in (a) or (b); (d) an authorised nominee appointed to act on behalf of such a person in accordance with applicable legislation or regulatory guidelines; (e) a guardian appointed under applicable state or territory guardianship legislation; (f) a plan manager registered to manage NDIS funding on behalf of a participant; or (g) a legal representative, including a holder of a power of attorney or a court-appointed administrator, lawfully authorised to act on behalf of any person described above. Where the context requires, a reference to a Participant includes that person’s duly authorised representative acting in that capacity.

This Policy should be read together with the Ethical Hire Terms and Conditions, Privacy Policy, Code of Conduct, and all applicable Commonwealth, State, Territory, NDIS, Aged Care, workplace safety, and professional regulatory requirements.

Where there is any inconsistency between this Policy and applicable law, regulatory obligations will prevail.

2. Platform Role and Client Responsibility

• Marketplace Only: Ethical Hire facilitates introductions, matching, bookings, communication, and payments. Ethical Hire does not employ Workers or provide care directly.
• Your Responsibility: You (or your authorised representative) are responsible for selecting Workers, ensuring suitability for your needs, maintaining a safe environment, and complying with applicable laws, funding rules, and this Policy.

3. Eligibility, Authority, and Accurate Information

To use the Platform and engage services, you must satisfy the following requirements:

Eligibility

• Be at least 18 years of age or otherwise have a legally authorised representative acting on your behalf.
• Be eligible to receive services within Australia.
• Have the legal capacity to enter into binding arrangements or hold appropriate authority to act for a Participant.
• Where NDIS-funded supports are being arranged, hold a valid NDIS participant record or be authorised to manage or coordinate supports on behalf of an NDIS Participant.

Authority to Act

Where you act on behalf of another person as a nominee, guardian, attorney, Plan Manager, support coordinator, legal representative, or other authorised person, you must ensure your authority remains valid and current and provide evidence of that authority upon request.

Plan Managers and Funding Representatives

Where services are funded through an NDIS Plan Manager or similar funding arrangement, the Plan Manager must maintain all required registrations, approvals, and a valid ABN and ensure funding is administered in accordance with applicable NDIS requirements.

Providers Acting as the Engaging Party

Where a Provider accesses the Platform to engage another Worker or subcontracted support, the Provider must maintain all required registrations, approvals, insurances, and a valid ABN, including NDIS registration where required by law or the nature of the supports being delivered.

Accurate Information

Participants and authorised representatives are responsible for ensuring all information provided through the Platform remains accurate, complete, and current, including:

• Contact details;
• Support requirements and preferences;
• Relevant health, behavioural, environmental, or safety information;
• Funding arrangements and budget availability;
• NDIS participant information and Plan Manager details (where applicable); and
• Any factors that may affect safe and effective service delivery.

Any material changes should be updated through the Platform as soon as reasonably practicable.

4. On-Platform Bookings, Communication, and Payments

• Platform Bookings

All service requests, confirmations, amendments, rescheduling, and cancellations must be managed through the Ethical Hire Platform. This helps maintain accurate records, funding compliance, participant safeguards, and service continuity.

• Communication

Participants, representatives, Workers, Providers, and Plan Managers should use the Platform’s communication tools for all service-related correspondence wherever reasonably possible. Communications intended to avoid Platform processes, protections, or fees are not permitted.

• Payments

All payments associated with services arranged through the Platform must be processed using Ethical Hire’s approved payment systems, including services funded through the NDIS, aged care programs, or private arrangements.

Payments must not be made outside the Platform through cash, direct transfers, vouchers, cryptocurrency, third-party payment applications, or any alternative arrangement intended to bypass Platform processes.

• Pricing

Where NDIS funding applies, Participants, representatives, Providers, and Workers are responsible for ensuring pricing remains consistent with the current NDIS Pricing Arrangements and Price Limits, including any applicable travel, transport, cancellation, and support-related loadings.

5. Selecting and Engaging Workers

• Diligence: Review Worker profiles, qualifications, registrations, insurance status, screening checks, reviews, and verification badges. If needed, request clarification through the Platform before confirming.
• Scope: Engage Workers only for tasks within their role, qualifications, and legal scope. Do not request clinical/high-intensity tasks from unqualified Workers.
• Boundaries: Maintain professional boundaries. Do not offer gifts of value, personal loans, or private arrangements. Do not request Workers to handle your personal finances unless this is explicitly within the agreed scope and appropriately controlled.

6. Safe Service Environment (WHS)

• Provide a Safe Environment: Ensure safe access/egress, clean and hazard-free areas, adequate lighting, appropriate equipment, and infection control standards. Secure pets and remove smoking/illicit substances during visits.
• Equipment Safety: Provide only safe, serviced equipment (for example hoists, slings, mobility aids) with service records available. Ensure compatibility and correct sizing (for example sling type/size/weight limit).
• Transport: If you supply a vehicle, ensure current registration and appropriate insurance for the intended use; restraints and modifications must be compliant and in good working order.
• Stop-Work: Workers may decline or cease work where conditions are unsafe. Remediate hazards promptly and re-schedule if needed.

7. Mandatory Disclosures Before and During Bookings

Disclose, maintain, and promptly update information necessary for safe, suitable service delivery, including:

• Health and Clinical: Diagnoses, infection risks, medication needs, allergies, seizure protocols, pressure care, nutrition/swallowing needs. As well as details from Care plan.
• Behavioural and Safeguarding: Behaviours of concern, known triggers, de-escalation strategies, Positive Behaviour Support Plans, and any authorised restrictive practices (with current authorisation).
• Mobility and Transfers: Transfer needs, equipment required, safe techniques, and any weight-bearing limitations.
• Environment and Risks: Hazards at the premises, access constraints, presence of others, smoking status, pets, chemicals/hazardous materials.

Important: If circumstances change, notify the assigned Worker and Ethical Hire through the Platform without delay.

8. Cancellations, Punctuality, and No-Shows

• Punctuality

Participants and authorised representatives should take reasonable steps to be available at the agreed time and location for scheduled supports. Any anticipated delays should be communicated promptly through the Platform.

• Participant Cancellations

Bookings may be cancelled through the Platform in accordance with the Ethical Hire Terms and Conditions.

Where a cancellation occurs within the applicable notice period, cancellation fees may apply. For NDIS-funded services, cancellation charges may be claimed in accordance with the current NDIS Pricing Arrangements and Price Limits relating to short-notice cancellations.

• Worker Cancellations

Where a Worker is unable to attend a confirmed booking, reasonable efforts should be made to provide notice through the Platform as soon as practicable and, where appropriate, assist with alternative arrangements.

• No-Shows

Where a Participant, authorised representative, or Worker does not attend or make themselves reasonably available for a confirmed booking without appropriate notice, the booking may be treated as a no-show.

In such circumstances, fees, charges, or claims may apply in accordance with the Terms and Conditions, applicable funding rules, and NDIS requirements. In some circumstances, charges of up to 100% of the scheduled booking value may be payable where permitted by law and funding guidelines.

9. Conduct and Respectful Interactions

• Respectful Behaviour: Interact courteously and free from discrimination, harassment, bullying, threats, or abuse. Maintain psychological safety for Workers at all times.
• Privacy: Do not request or pressure Workers to share personal information beyond what is necessary for the booking. Do not record Workers without consent where law requires it.
• Reviews and Feedback: Provide honest, factual reviews based on first-hand experience. Do not disclose sensitive health information about Workers or others.

10. NDIS Responsibilities (Where Applicable)

• Plan Alignment: Book only supports within the Participant’s approved plan, category, and budget; ensure sufficient funds exist before confirming.
• Pricing and Claims: Ensure rates and claims comply with current NDIS Price Limits, including loadings and short-notice cancellation provisions. Approve only accurate claims for supports actually delivered.
• Incident Management: Understand what constitutes a reportable incident. Make required notifications to the NDIS Commission within mandated timeframes. Platform reporting does not replace mandatory regulatory reporting.
• Behaviour Support and Restrictive Practices: Provide Workers with current Behaviour Support Plans; ensure only authorised restrictive practices are used, and report usage per regulatory rules.

11. Aged Care Responsibilities (Where Applicable)

• Standards and SIRS: Where services are funded under CHSP, HCP, or other aged care programs, ensure compliance with the Aged Care Quality Standards and Serious Incident Response Scheme (SIRS) reporting timeframes.
• Records and Audits: Maintain accurate records supporting claims and co-operate with provider/regulator reviews.

12. Privacy and Information Handling

• Minimum Necessary: Share only information necessary for safe, effective service delivery. Use the Platform’s secure channels wherever possible.
• Confidentiality: Do not disclose a Worker’s personal information beyond what is required for the booking or by law.
• Data Security: Protect access to your account; notify Ethical Hire within 24 hours if you suspect unauthorised access or a privacy incident.

13. Off-Platform Circumvention and Solicitation

Platform Protection and Non-Solicitation

To protect Participants, Workers, and the integrity of the Platform, parties must not directly or indirectly seek to establish, continue, renew, or facilitate service arrangements outside the Platform with a Worker or Provider introduced through Ethical Hire.

This restriction applies throughout the period that an account remains active and for a period of twelve (12) months following the end of the most recent engagement, booking, or account termination, unless otherwise specified in the Terms and Conditions.

Consequences of Circumvention

Where a party attempts to avoid Platform processes, fees, safeguards, or payment systems, Ethical Hire may take action including:

• Suspension or termination of Platform access;
• Recovery of unpaid Platform fees or losses;
• Application of circumvention fees where permitted under the Terms;
• Referral to relevant funding bodies, regulators, or authorities where required; and
• Any other remedies available under law or contract.

14. Prohibited Requests and Activities

Do not request or direct Workers to:

• Deliver tasks outside their scope/competence or contrary to law/regulation.
• Use unsafe or unserviced equipment, or perform unsafe manual handling.
• Administer medication or undertake clinical/high-intensity procedures without appropriate qualifications, authority, and instructions.
• Drive without appropriate insurance/registration/restraints.
• Falsify records, inflate hours, miscode services, or submit non-compliant claims.
• Engage in activities that are illegal, discriminatory, abusive, or that compromise privacy or dignity.

   

15. Complaints, Incidents, and Emergencies

• Complaints: Submit complaints through the Platform. You may also complain directly to relevant regulators (for example NDIS Commission, Aged Care Quality and Safety Commission).
• Incidents: Report incidents and near-misses via the Platform within 24 hours and make any required regulator notifications within statutory timeframes.
• Emergencies: Call emergency services (000) where there is immediate risk of harm. Notify Ethical Hire through the Platform when safe to do so.

   

16. Reviews, Ratings, and Platform Integrity

• Honest Reviews: Provide balanced, respectful, and factual feedback post-booking. Do not post defamatory or retaliatory content, or attempt to manipulate ratings.
• Moderation: Ethical Hire may moderate or remove reviews that breach policy or law.

   

17. Debt, Failed Payments, and Chargebacks

• Payment Obligations: Ensure timely payment using the Platform’s approved methods. If plan-managed, ensure authorisations and integrations are in place.
• Failed Payments: Access may be suspended for outstanding amounts; late fees, set-off, and recovery costs may apply per the Terms.
• Disputes and Chargebacks: Use the Platform dispute process within the stated timeframe. Initiating chargebacks without first using the dispute process breaches the Terms.

   

18. Modern Slavery, Safeguarding, and Zero Tolerance

• Zero Tolerance: Ethical Hire prohibits all forms of abuse, neglect, exploitation, violence, and modern slavery.
• Reporting: Immediately report any concerns via the Platform and to relevant authorities as required by law.

19. Cooperation with Audits and Verification

• Documentation: On request, provide information needed to verify eligibility, authority to act, funding details, or safety arrangements.
• Remediation: If issues are identified (for example repeated no-shows, unsafe environment), cooperate in implementing corrective actions before further bookings proceed.

20. Breaches and Consequences

Examples of material breaches include:

• Off-platform arrangements or payments with Workers introduced by the Platform.
• Failing to disclose material risks or providing unsafe environments.
• Requesting out-of-scope or unlawful tasks, or pressuring Workers to act unsafely.
• Repeated late cancellations/no-shows; abusive or discriminatory conduct.
• Privacy breaches; non-compliant NDIS/aged care claiming.

Consequences: May include warnings, suspension, termination, recovery of losses and circumvention fees, regulator referrals, and legal action per the Terms.

21. Accessibility and Support

• Accessibility: Ethical Hire aims to provide accessible information and tools. If you need reasonable adjustments or alternate formats, contact Ethical Hire via the published accessibility channel.
• Support to Understand: If you need help understanding this Policy or your obligations, seek independent advice (for example plan manager, advocate, legal adviser).

22. Updates and Acknowledgements

• Updates: Ethical Hire may update this Policy for regulatory or Platform changes. You will be notified of material updates. Continued use after notice signifies acceptance.
• Acknowledgement: By using the Platform, you acknowledge and agree to comply with this Client Policy in addition to the Terms and other applicable policies.

Quick Reference Checklist Before Confirming a Booking

• Have I provided accurate support needs, risks, and environment details?
• Is the Worker qualified/competent for the requested tasks?
• Are equipment and environment safe and compliant?
• Do the rates/claims align with NDIS or aged care rules (if applicable)?
• Is all communication, confirmation, and payment occurring within the Platform?