Our Policies


Changes and Cancellations 

Carers That Drive may claim payment or invoice for support services that were scheduled to be provided in accordance with its cancellation policy and the NDIS Rules. Carers That Drive’s current cancellation policy is set out on its website.

The cancellation policy as at the date of this Agreement is set out below:

If the Participant needs to cancel a booking, the Participant must inform Carers That Drive as soon as possible.

If the Participant informs Carers That Drive of a cancellation before 3.00pm three (3) business days before the booking, there is no cancellation fee.

If the Participant cancels a booking after 3.00 pm three (3) business days of the booking or less, the Participant will be charged 100% of the fee for the booking. 

If a Supporter arrives for a booking and the Participant is not present, the Supporter will wait for a reasonable time and attempt to make contact.  If the Participant does not arrive within a reasonable time this may be a ‘short notice cancellation‘, and the Participant will be charged a 100% cancellation fee.

A cancellation is a short notice cancellation if the Participant:

(a) does not show up for a scheduled support within a reasonable time, or is not present at the agreed place and within a reasonable time when the Supporter is travelling to deliver the support; or

(b) has given less than three (3) business days’ notice for a support that meets both of the following conditions:

(i) the support is less than 8 hours continuous duration; AND

(ii) the agreed total price for the support is less than $1000; or

(c) has given less than seven business days’ notice for any other support.

If the Participant repeatedly fails to provide notice of cancellation, Carers That Drive may suspend or stop providing supports. If supports are quoted as a Programs of Supports, Carers That Drive will claim for all instances of support in the Programs of Support, and all supports during any period of notice of termination of this Agreement.  


Your privacy is important to us. Carers That Drive has an ongoing obligation to manage Personal Information in accordance with the law.

We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). These Principles govern the way we collect, use, disclose, store, secure and dispose of Personal Information.

The Australian Privacy Principles are available on the website of The Office of the Australian Information Commissioner at www.aoic.gov.au

Personal Information is information that identifies an individual.  Examples of Personal Information we collect include: names, addresses, email addresses and phone numbers.

This Personal Information is obtained from you in many ways including: interviews, correspondence, by telephone and facsimile, by email, via our website www.carersthatdrive.com.au, and from any publicly available sources.

We collect your Personal Information for the primary purpose of providing our services to you.  We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure.

When we collect Personal Information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.

The Privacy Act defines sensitive information as information such as an individual’s racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.

Sensitive information is only used:

  • For the primary purpose for which it was obtained
  • For a secondary purpose that is directly related to the primary purpose
  • With your consent; or where required or authorised by law.

Where reasonable, and practical, we will collect your Personal Information only from you.  However, in some circumstances information might be provided to us by third parties.  In that case we will take all reasonable steps to make sure you know about the information provided to us by the third party.

Your Personal Information may be disclosed in a number of circumstances including the following:

  • Third parties where you consent to the use or disclosure; and
  • Where required or authorised by law.

We store your Personal Information in a way that reasonably protects it from being misused or lost and from unauthorized access, modification or disclosure.

Personal Information is stored in secure client files which are kept for a minimum of 7 years.  When your Personal Information is no longer needed it will be destroyed or permanently de-identified

You can access the Personal Information we hold about you to update and/or correct it, subject to certain exceptions.  If you’d like to access your Personal Information, please contact us in writing.

Carers That Drive will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information.

In order to protect your Personal Information, we require identification from you before we can release the requested information.

It is an important to us that your Personal Information is up to date.

We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date.  

If you find that the information we have is not up to date or is inaccurate, please let us know as soon as possible so we can update our records and ensure we can continue to provide quality services to you.

This Policy may change from time to time. All updates will be available on our website.

If you have any questions or complaints about our Privacy Policy please contact us using the contact details shown above.

Alternatively, you can contact the Office of the Australian Information Commissioner or call them on 1300 363 992.


Carers That Drive is committed to providing our clients with a safe and effective service.

If you have a complaint about our service please let us know so we can address your concerns as quickly as possible.  Your feedback helps us deliver our best service to you, and all our clients.

Please get in touch with our Operations Manager, Alison Piper, or Managing Director Suzie Coghlan, to talk about your complaint.  If you would feel more comfortable putting your complaint in writing you can use the Complaint Form (insert hyperlink) below.  This form can be filled in online or you can print it, fill it in and post it to: Carers That Drive, PO Box 4084, Castlecrag 2068.

It is important that you provide as much of the information requested as you can so we can assess and resolve your complaint effectively.

If you are unsure about any part of this complaint process, please call us on 0403057051 during office hours or email Ali – info@carersthatdrive.com.au.

What happens next

We use the information you provide to investigate your complaint.

We will work with you as quickly and carefully as possible to resolve your complaint and get a good result for everyone.

Sometimes we will share the information you give us with other people that need to know or who have information relevant to your complaint. We will not do this without your approval.

If we can’t resolve your complaint, or you are unhappy with our decision about your complaint, we may need to share the information you provide to a third party. 

If we can’t resolve your complaint

If you are not happy with the way Carers That Drive has resolved your complaint you can take the complaint to an outside organisation for resolution.  Which organisation depends on the area of operation you have complained about. 

Complaints can be taken to;

    NDIS client Please circle as applicable

    Please describe the events which you believe resulted in you not receiving adequate or an appropriate service (attach additional sheets if necessary).
    It helps us to investigate and resolve your complaint if you tell us:
    • What happened
    • When (include dates)
    • Where
    • Names of the people involved
    • What impact it had on you
    • Any other relevant details

    How would you like the outcome of your complaint to be?

    Please provide us with copies of supporting information on your complaint.

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