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07 3733 1760

Terms & Conditions

Before using this website, please read these terms and conditions carefully. Thank you for visiting our website.

If you continue to browse and use this website, you agree to comply with and be bound by the following terms and conditions of use, which govern distinctionathomecare.com.au’s relationship with you in relation to your use of this website, along with our privacy policy and website disclaimer. You acknowledge acceptance of these terms and conditions by using this website.

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Integrity

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Trust

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Respect

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Collaboration

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Empathy

1. Amendment of Terms

We reserve the right, at any time, to change, modify, add, or remove portions of these terms. Please review these terms and conditions before using our website to ensure you are aware of any changes. We will make every effort to notify you of any significant or substantive changes. If you use our website, we will consider your use to be conclusive evidence of your agreement and acceptance that these terms govern your and www.distinctionathomecare.com.au’s rights and obligations to each other.

2. Limitation of Liability

You must agree and accept that www.distinctionathomecare.com.au is not legally responsible for any loss or damage you may suffer as a result of your use of the website, whether due to errors or omissions in our documents or information, any goods or services we may offer, or any other use of the website. This includes any third-party content, links, comments, or advertisements on which you rely. We will not be liable if you use or rely on any information or materials on this website.

It is your responsibility to ensure that any products, services, or information obtained from this website meet your specific, personal needs. You acknowledge that such information and materials may contain inaccuracies or errors, for which we expressly disclaim liability to the fullest extent permitted by law.

3. Competition and Consumer Act

For the purposes of Schedule 2 of the Australian Consumer Law, and in particular Sections 51 to 53, 64 and 64A of Part 3-2, Division 1, Subdivision A of the Competition and Consumer Act 2010 (Cth), www.distinctionathomecare.com.au’s liability for any breach of a term of this agreement is limited to the following: supplying the goods or services to you again; replacing the goods; or paying the cost of having the goods or services supplied to you again. To use this website and purchase any goods or services, you must be at least 18 years old.

4. Delivery of Goods

Physical goods may be delivered by Australia Post and/or other reputable courier companies. Deliveries are processed promptly upon receipt of full payment. Delivery may take between 2 and 14 days, depending on the delivery option. Damaged or lost orders should be resolved with Australia Post or the courier company directly and we are not responsible for goods that are damaged in transit or not received. Replacement of damaged or lost items is made at the discretion of www.distinctionathomecare.com.au.

Digital goods are delivered immediately. Please be aware there are inherent risks associated with downloading any software and digital goods. Should you have any technical problems downloading any of our goods, please contact us so we may try to assist you.

5. Links to Other Websites

www.distinctionathomecare.com.au may from time to time provide on its website, links to other websites, advertisements and information on those websites for your convenience. This does not necessarily imply sponsorship, endorsement, or approval or arrangement between www.distinctionathomecare.com.au and the owners of those websites. www.distinctionathomecare.com.au takes no responsibility for any of the content found on the linked websites. www.distinctionathomecare.com.au’s website may contain information or advertisements provided by third parties for which www.distinctionathomecare.com.au accepts no responsibility whatsoever for any information or advice provided to you directly by third parties. We are making a ‘recommendation’ only and are not providing any advice nor do we take any responsibility for any advice received in this regard.

6. Disclaimer

To the fullest extent permitted by law, www.distinctionathomecare.com.au absolutely disclaims all warranties, expressed or implied, including, but not limited to, implied warranties of merchantability and fitness for any particular purpose. www.distinctionathomecare.com.au gives no warranty that the documents, goods or services will be free of errors, or that defects will be corrected, or that our website or its server is free of viruses or any other harmful components.

Whilst we, at all times endeavour to have the most accurate, reliable and up-to-date information on our website, we do not warrant or make any representations regarding the use or the result of the use of any document, product, service, link or information in its website or as to their correctness, suitability, accuracy, reliability, or otherwise.

It is your sole responsibility and not the responsibility of www.distinctionathomecare.com.au to bear any and all costs of servicing, repairs, or correction. The applicable law in your state or territory may not permit these exclusions, particularly the exclusions of some implied warranties. Some of the above may not apply to you but you must ensure you are aware of any risk you may be taking by using this website or any products or services that may be offered through it. It is your sole responsibility to do so.

DAHC · SUPPORT AT HOME, DVA AND NDIS

Report an incident or a change in health

Tell us when something has happened, nearly happened, or when a client seems different from usual. Clients, families and DAHC staff can all use this form. It takes about 5 minutes.

Is someone in danger right now? Call 000 first.This form is not watched around the clock. If you are worried today, also phone DAHC on 07 3733 1760, or after hours the on-call nurse on 07 3733 1760.
STEP 1

Who is filling in this form?

Staff: this form does not replace a phone call.If a client is unwell or has changed, phone the RN (or on-call RN) first using ISBAR (WIN003-1). Then complete this form before the end of your shift. This form is the online Part A of FRM006-1 Incident Form.
STEP 2

What are you telling us about?

Please also phone us today.Tell the RN or Head of Clinical Governance straight away. Do not question the client in detail or clean up (PRO006-3, WIN026-1).
Please also phone us today.Call DAHC on 07 3733 1760. If the person is in danger, call 000. You can also contact the Older Persons Advocacy Network on 1800 700 600.
STEP 3

About the client

STEP 4

When and where

STEP 5

What type of incident? Tick all that apply

Staff only. This matches FRM006-1 section A3.

STEP 5

What has changed? Tick all that apply

Compare with how the person usually is. You do not need to know what is wrong.

If the person talks about not wanting to live and could act on it now, call 000 and stay with them. You can also call Lifeline on 13 11 14.
STEP 6

Tell us what happened

STEP 7

Who have you told?

STEP 8

Your details

We collect this information to keep clients safe and to meet our obligations under the Aged Care Act 2024 and Aged Care Rules 2025. It is kept securely and only shared with people who need it to respond, or where the law requires. See our Privacy Policy (POL008).

DAHC · SUPPORT AT HOME, DVA AND NDIS

Report an incident or a change in health

Tell us when something has happened, nearly happened, or when a client seems different from usual. Clients, families and DAHC staff can all use this form. It takes about 5 minutes.

Is someone in danger right now? Call 000 first.

This form is not watched around the clock. If you are worried today, also phone DAHC on 07 3733 1760.

STEP 1

Who is filling in this form?

Staff: this form does not replace a phone call. If a client is unwell or has changed, phone the RN (or on-call RN) first using ISBAR (WIN003-1). Then complete this form before the end of your shift. This form is the online Part A of FRM006-1 Incident Form.

STEP 2

What are you telling us about?

Please also phone us today.

Tell the RN or Head of Clinical Governance straight away. Do not question the client in detail or clean up (PRO006-3, WIN026-1).

Please also phone us today.

Call DAHC on 07 3733 1760. If the person is in danger, call 000. You can also contact the Older Persons Advocacy Network on 1800 700 600.

STEP 3

About the client

STEP 4

When and where

STEP 5 (INCIDENTS)

What type of incident? Tick all that apply

Staff only. This matches FRM006-1 section A3.

STEP 5 (CHANGE IN HEALTH)

What has changed? Tick all that apply

Compare with how the person usually is. You do not need to know what is wrong.

If the person talks about not wanting to live and could act on it now, call 000 and stay with them. You can also call Lifeline on 13 11 14.

STEP 6

Tell us what happened

Facts only: what happened before, during and after; what you saw and heard. Put what people said in quotation marks.

What did you see or notice? How is it different from usual?

STEP 7

Who have you told?

STEP 8

Your details

We collect this information to keep clients safe and to meet our obligations under the Aged Care Act 2024 and Aged Care Rules 2025. It is kept securely and only shared with people who need it to respond, or where the law requires. See our Privacy Policy (POL008).
DAHC · SUPPORT AT HOME, DVA AND NDIS

Complaints, feedback and compliments

We want to hear from you, good or bad. Clients, families, staff and anyone in the community can use this form. You will never be treated unfairly for raising a concern.

Is someone in danger right now? Call 000 first.For anything urgent, phone DAHC on 07 3733 1760. This form is checked during business hours.
STEP 1

Who is filling in this form?

STEP 2

What would you like to tell us?

Want to report wrongdoing confidentially?If you are raising a serious concern about wrongdoing and want whistleblower protection under the Aged Care Act 2024, please do not use this form. Contact the Head of Clinical Governance directly on [HoCG PHONE / EMAIL]. Your disclosure will be recorded separately and confidentially (FRM007-3).
STEP 3

Tell us about it

Please also phone us today on 07 3733 1760. If someone is in danger, call 000. If you think a client is being hurt or neglected, you can also use our Report an incident or change in health form.
STEP 4

About you

You do not have to give your name. We can still act on what you tell us, but we will not be able to tell you the outcome.

You can also go outside DAHC at any time. You do not have to complain to us first.
  • Aged Care Quality and Safety Commission: 1800 951 822, agedcarequality.gov.au
  • Older Persons Advocacy Network (free advocacy): 1800 700 600
  • NDIS participants: NDIS Quality and Safeguards Commission, 1800 035 544
  • Interpreter (TIS National): 131 450 · National Relay Service: 133 677

We collect this information to respond to you and to improve our services, as required by the Aged Care Act 2024 and Aged Care Rules 2025. It is kept securely and shared only with people who need it to respond, or where the law requires. Raising a concern will never affect your services. See our Privacy Policy (POL008).