Pinq Care Terms of Service

Physio Inq Pty Ltd (ABN 14 601 877 267) trading as Pinq Care

1. Introduction

Welcome to Pinq Care. These Terms of Service (‘Terms’) outline the conditions under which Physio Inq Pty Ltd, trading as Pinq Care (‘Pinq Care’, ‘we’, ‘us’, ‘our’) provides aged care, reablement, wellness and support services under the Aged Care Act 2024 and Support at Home reforms effective 1 November 2025. By accessing our services, you agree to these Terms.

2. About Pinq Care

Pinq Care delivers reablement‑focused home care services to help older Australians stay strong, safe and independent at home for longer. We operate under the Strengthened Aged Care Quality Standards and the Charter of Aged Care Rights. Our services include Support at Home programs, allied health, nursing, personal care, home maintenance and wellness memberships (Bronze, Silver, Gold and Platinum) with a commitment to dedicate at least 50% of package funds to reablement through allied health.

3. Eligibility

To receive our services under the Support at Home framework, you must meet the following eligibility criteria (unless otherwise agreed under a private or fee‑for‑service arrangement):

Be an Australian resident aged 65 years or older, or for Aboriginal and Torres Strait Islander people aged 50 years or older; and
Have been assessed through My Aged Care and found eligible for in‑home aged care under the new Support at Home program; or
Be a younger person with a disability, dementia or other special care needs who is not eligible for the NDIS but requires aged‑care style support; and
Be willing to engage with us in accordance with your approved Service Agreement (or private membership arrangement) and pay any required contributions.

Eligibility requirements are subject to the rules of the Support at Home program and any relevant legislative changes. If those change, we will notify you and update your Service Agreement accordingly.

4. Your Responsibilities

You agree to provide accurate information, maintain a safe home environment, cooperate with care planning, treat staff respectfully and inform us promptly of any changes affecting your care or funding.

5. Our Responsibilities

We will deliver services that are safe, effective, person‑centred and compliant with the Strengthened Aged Care Quality Standards. Our workforce, including Care Partners, clinicians and contractors, hold appropriate qualifications, checks and insurance. We uphold dignity, respect, diversity, choice and independence, protect your privacy and act promptly on feedback or complaints.

6. Fees, Payments and Funding

Service pricing is transparent and compliant with Support at Home fee caps. Membership or private services are outlined in your Service Agreement. For funded clients, we will support self‑, part‑ or fully‑managed options, providing clear monthly statements and utilisation reports. Payments must be up‑to‑date to continue services.

7. Cancellation and Not At Home Policy and Procedure

To access PDF version: Cancellation and Not At Home Policy and Procedure, click here

Purpose

To outline Pinq Care’s approach when a participant cancels or is not home for a scheduled service, ensuring fairness, safety, and compliance with the Aged Care Act 2024, Support at Home Program, and Strengthened Aged Care Quality Standards (2025).

Scope

This policy applies to:

All Pinq Care participants receiving Support at Home services.
All employees and associated providers responsible for delivering or coordinating services.

Key Definitions

Scheduled Service – A planned and confirmed service (e.g. personal care, nursing, allied health) with a specific date, time, and location agreed upon in the Service Agreement.
Late Cancellation – When a participant provides less than 2 business days’ notice before a scheduled service.
No-Show (Not at Home) – When a participant is not present or not contactable at the agreed time and place of service delivery.
Reasonable Grounds – Circumstances beyond the participant’s control (e.g. hospitalisation, medical emergency, sudden illness, or change in informal support).

Policy Statement

Pinq Care respects that unexpected events occur; however, adequate notice of cancellations is necessary to maintain efficient, safe, and cost-effective service delivery.
Pinq Care is entitled under the Aged Care Act 2024 to recover reasonable costs for services cancelled without adequate notice or where the participant is not home, unless reasonable grounds apply.
Participants will be made aware of this policy through their Service Agreement**,** onboarding information, and reminder communications.
All cancellations and no-shows will be recorded in AlyaCare for transparency and trend analysis.

Participant Responsibilities

Participants (or their representative) are expected to:

Provide at least two (2) business days’ notice when cancelling a scheduled service.
Contact Pinq Care as soon as possible if unable to attend a scheduled appointment or be home.
Keep contact details (including emergency contacts) up to date.
Notify Pinq Care if hospitalised or experiencing an event that impacts service attendance.

Employee Responsibility

If an employee or associated provider arrives for a scheduled service and the participant is not at home or contactable:

Attempt to contact the participant directly via phone.
If no answer, attempt to contact the Authorised Representative or next of kin.
Wait 10–15 minutes at the home (where safe to do so).
If contact is still not made: o Leave a message for the participant advising of the visit and missed appointment.

Notify the Care Partner immediately.
Record the incident in AlyaCare, noting the time waited, actions taken, and outcome.

5. The Care Partner will continue attempts to confirm the participant’s safety and reschedule the service.

6. If safety concerns remain, the Care Partner may escalate to emergency services (e.g. police welfare check).

Cancellation and No-Show Fees:

Notice Provided: More than 2 business days’ notice | Fee/Charge: No charge applies
Notice Provided: Less than 2 business days’ notice | Fee/Charge: Participant may be charged the full service cost in line with the Support at Home Fee Schedule
Notice Provided: No-show / Not at home | Fee/Charge: Participant may be charged the full service cost

Reasonable grounds: Fees may be waived upon review by the Care Partner and Executive General Manager
Examples of Reasonable grounds include;
Admission to hospital or emergency department
Acute health episode (e.g., illness, fall, medication side effect)
Unplanned change to informal care or support arrangements
Bereavement or family emergency
Participants may be asked to provide supporting evidence (e.g. hospital admission slip or written confirmation) where appropriate.

Process for Recording and Managing Cancellations:

Participant-initiated cancellation

Participant or representative contacts Pinq Care via phone or email.
Care Partner or Client Services records the cancellation in AlyaCare with reason, date/time, and whether the service will be rescheduled or charged.

Worker-identified no-show

Worker follows the Not at Home process above.
Care Partner reviews the incident, ensures participant safety, determines whether charges apply, and documents the outcome.

Waiver decisions

Only the Executive General Manager or Care Partner may authorise waivers, following consideration of reasonable grounds.
All waivers are recorded in AlyaCare and noted for quarterly trend review.

Safety and Welfare Checks:

When a participant cannot be contacted and there are ongoing concerns for their welfare:

Care Partner continues attempts to contact the participant and emergency contacts.
If concerns remain, escalate to police for a welfare check.
Record all actions and times in AlyaCare.
The Care Partner records in Incident Register.

8. Commitment to Strengthened Quality Standards

Pinq Care is committed to the Strengthened Aged Care Quality Standards effective 1 November 2025. We maintain governance, risk management, workforce training and continuous improvement systems consistent with the new Standards’ focus on: the individual, the organisation, care and services, the environment, clinical care, food and nutrition and the community.

9. Safeguarding and Incident Management

We uphold a zero‑tolerance approach to abuse, neglect and exploitation. Serious Incidents are reported under the Serious Incident Response Scheme (SIRS). We ensure restrictive practices are only used in line with legislation and with the person’s consent, documented and monitored.

10. Feedback and Complaints

You have the right to raise concerns or complaints without fear of reprisal. Pinq Care will acknowledge and respond promptly, and you may contact the Aged Care Quality and Safety Commission if unsatisfied.

11. Privacy and Data Protection

We collect, store and use personal and health information in accordance with privacy laws and our Privacy Policy. Information is only shared with authorised parties involved in your care or as required by law.

12. Limitation of Liability

While we act with due care and skill, outcomes depend on individual circumstances. To the extent permitted by law, we exclude liability for indirect or consequential loss. Nothing limits your rights under the Australian Consumer Law.

13. Ending or Changing Services

You may end services at any time with written notice per your Service Agreement. We may end or vary services with reasonable notice due to safety, funding or compliance reasons, and will support transition where possible.

14. Governing Law

These Terms are governed by the laws of New South Wales, Australia. Each party submits to the jurisdiction of NSW courts.

15. Contact Us

Pinq Care (Physio Inq Pty Ltd ABN 14 601 877 267)
Phone: 1300 HEY YOU (1300 439 968)
Email: [email protected]
Website: www.pinqcare.com.au
Business hours: Mon to Fri, 9 am – 5 pm (AEST)

16. Charter of Aged Care Rights

We recognise and uphold your rights under the Charter of Aged Care Rights, including dignity, respect, choice, independence, privacy and freedom from abuse. These rights are central to every interaction and embedded in our care model.