Website & Digital Services Terms

About these terms

These terms apply to the public website at telo.au and related TELO digital forms, update lists and online services operated by Telo One (ABN 74 169 269 966), trading as telo. References to “TELO”, “we”, “us” and “our” mean Telo One.

By accessing or using a covered digital service, you agree to these terms. If you use a service on behalf of an organisation or another person, you confirm that you have authority to do so.

These terms do not replace an individual service agreement, support plan, consent, quote or other written arrangement. If there is an inconsistency about delivery of supports, the specific service agreement applies to that issue, subject always to applicable law.

If you are under 18, a parent or guardian should review these terms and assist with any submission. Social Club registrations for ages 12–17 must be completed by a parent or guardian.

Key terms

Digital services means telo.au, TELO-hosted forms, update lists, secure portal features, authenticated downloads, messages and other online functions that link to or expressly adopt these terms.

Participant means a person seeking or receiving disability supports. Representative includes a parent, guardian, nominee, attorney, advocate, family member, carer or other person who is authorised to act for or assist a participant for the relevant purpose.

Service agreement means the separate arrangement that records the supports, rates, schedule, travel, cancellation terms, responsibilities, funding and other service-specific matters agreed between TELO and a participant or authorised representative.

Content includes text, data, images, documents, messages, software, graphics, recordings and other material. Portal means an authenticated TELO digital service made available to an invited user.

Headings assist reading and do not limit the meaning of a clause. “Including” and similar words do not limit what follows. A reference to a law includes subordinate instruments and amendments or replacements.

Authority and capacity

You must be capable of agreeing to these terms or use the digital service with the assistance or authority required in your circumstances. We do not assume a person lacks capacity because of disability, communication style or the involvement of a representative.

If you submit information, accept an agreement, request records, manage funding or give instructions for someone else, you confirm that you have authority for that particular action. TELO may ask for evidence of identity, relationship, guardianship, nomination, consent or other authority before relying on an instruction.

Authority may be limited by purpose, time or document. Access to general information does not authorise access to a participant record, and authority to coordinate supports does not necessarily authorise agreement acceptance, invoice management or release of health information.

If instructions conflict or authority is unclear, TELO may pause the affected action while making reasonable enquiries. We may prioritise the participant’s rights, known will and preferences, safety and applicable legal requirements.

TELO and the NDIS

TELO is an independent, currently unregistered NDIS provider offering lower-complexity supports such as community access and in-home daily living support in Adelaide.

Only self-managed and plan-managed participants can ordinarily choose an unregistered provider. We do not represent that TELO can provide supports funded through NDIA-managed claims. Eligibility, funding and claimability must be confirmed for the individual participant and service.

The NDIS Code of Conduct applies to registered and unregistered providers and workers. Nothing in these terms limits a person’s right to raise a concern with TELO, the NDIS Quality and Safeguards Commission or another authority.

Urgent and clinical matters

TELO’s website, email, referral forms, update lists and portal messaging are not continuously monitored emergency channels. Do not use them to report immediate danger, a life-threatening event, an urgent medical need or a situation requiring a rapid police, fire or ambulance response.

In an emergency call 000. For urgent health advice, contact an appropriate health service. If an existing participant has a non-emergency but time-sensitive support issue, use the direct contact method provided for that support arrangement.

TELO provides lower-complexity disability supports and does not provide medical diagnosis, emergency response, high-intensity clinical care or legal, financial or plan-management advice through the public website. Information on the site must not be used to delay or replace advice from a qualified professional.

A message is not treated as received merely because it has been submitted electronically. Receipt may be affected by filtering, outages, incorrect contact details or system maintenance. We will respond within ordinary operational capacity, not an emergency-service timeframe.

Website information

Website content is general information about TELO and possible supports. It is not medical, clinical, legal, financial, taxation or NDIS plan advice and should not be relied on as a substitute for advice tailored to your circumstances.

We try to keep information current and accurate, but support rules, pricing arrangements, funding decisions, locations, dates and availability can change. Before acting, confirm material details with TELO, your plan manager, support coordinator, the NDIA or an appropriate professional.

This website is not monitored as an emergency service. If there is immediate danger or a serious threat to health or safety, call 000. For urgent health advice in Australia, contact an appropriate health service.

Referrals

A referral or enquiry is a request for TELO to make contact and assess whether we may be able to assist. It is not acceptance of a participant, confirmation of worker availability, a booking, a service agreement or a guarantee that a support is funded.

When submitting information, you must:

• provide information that is accurate to the best of your knowledge and not misleading;
• provide only information reasonably relevant to the enquiry;
• have authority or a reasonable lawful basis to provide another person’s information; and
• avoid entering urgent or emergency information into a web form.

We may contact the person making the referral, request further information, verify authority, place an enquiry on a waitlist or decline a referral where we lack capacity, the support is outside scope or we cannot safely meet the request. Personal information is handled under our Privacy Policy.

Intake decisions

TELO assesses each enquiry individually. We may consider the participant’s requested supports, goals, location, schedule, communication needs, identified risks, required worker skills, funding arrangement, compatibility, available capacity, insurance and whether the request falls within TELO’s lower-complexity service scope.

An intake discussion, worker introduction, quote or draft agreement does not commit either party until the required arrangements are accepted. TELO may pause an assessment while waiting for information reasonably needed to make a safe and informed decision.

TELO may decline a referral where it cannot provide the support safely, lawfully, reliably or within its service model. We do not decline a person merely because of disability. A decision may instead reflect unavailable capacity, a need for high-intensity or clinical supports TELO does not provide, an unmanageable conflict, location, worker safety, insurance limits or another legitimate operational reason.

Where appropriate and permitted, TELO may explain the reason, identify information that could change the assessment, offer a waitlist or suggest that the referrer seek another provider. TELO does not guarantee another provider’s availability or suitability.

Information supplied during intake must be sufficiently complete for TELO to understand material risks and support needs. Withholding a known safety issue may delay or prevent service commencement, but TELO will seek clarification and consider reasonable adjustments before making a final decision where practicable.

Social Club updates

Joining a Social Club update list records your interest and permission for TELO to send relevant program information. It is not a booking, service agreement, acceptance into a program or promise that a session will proceed.

Proposed dates, venues, activities, prices, staffing and age groups may change before launch. Group support does not automatically include one-to-one support, transport, entry tickets or ordinary activity expenses. Any NDIS claimability depends on the person’s plan, disability support needs, applicable rules and the final service arrangement.

You can unsubscribe from optional program updates at any time. Instructions for doing so will be included in relevant messages.

Supports

Information about supports on the website describes TELO’s general service scope and is not an offer to provide every listed support to every person. Availability depends on location, requested time, worker capacity, compatibility, safety, insurance, skills and whether the support is within TELO’s service model.

TELO may decide that a requested support is outside our skills, capacity, insurance, safety settings or service scope. We may also need to change a proposed worker or schedule. Where a service agreement exists, changes and cancellations are handled under that agreement and applicable law.

Support activities are agreed with the participant and should relate to the participant’s goals, preferences and support needs. The participant retains choice and control. TELO may decline an instruction that is unlawful, unsafe, discriminatory, outside the agreed service, likely to harm a person or inconsistent with worker duties.

TELO may use workers or authorised contractors to deliver supports. We take reasonable steps to match and brief a worker, but a particular worker is not guaranteed unless expressly agreed. We will communicate material changes where reasonably practicable.

Service agreements

Before ongoing supports begin, TELO ordinarily seeks a written service agreement so the parties share an understanding of what will be delivered, when and where, what it costs, how payment works, responsibilities, complaints, changes and how the arrangement may end.

A service agreement may include:

• the supports, service locations, usual schedule and agreed outcomes;
• rates, units, support items, GST treatment, travel and participant-transport charges;
• cancellation, short-notice cancellation and non-attendance terms;
• the funding-management method, invoice recipient and payment period;
• participant and provider responsibilities, safety arrangements and communication preferences;
• consents, record-sharing instructions and authorised contacts;
• review dates, change procedures, notice periods and ending the agreement; and
• complaint and dispute pathways.

A service agreement is negotiated and should be presented in a format the participant can understand. A participant may involve a trusted person, nominee, advocate, support coordinator or adviser. Questions should be raised before acceptance.

An accepted version is retained as evidence. A material change to rates, supports or terms should be recorded in a new version or written variation rather than silently changing an accepted record. Website changes alone do not vary an existing service agreement.

If these website terms and a service agreement are inconsistent about service delivery, the service agreement prevails for that issue, subject to non-excludable rights and applicable law.

Responsibilities

TELO

TELO will take reasonable steps to provide agreed supports with due care and skill, respect dignity, privacy, choice and control, communicate material changes, maintain appropriate records, address safety concerns and complaints, and comply with the NDIS Code of Conduct and other laws that apply.

TELO is responsible for ensuring workers are appropriately selected and briefed for assigned supports, subject to the information available and the scope of the service. TELO will not direct a worker to perform an unlawful, unsafe or unagreed task.

Participants and representatives

Participants and representatives should treat workers respectfully, provide accurate information reasonably needed for the support, communicate relevant changes, maintain a reasonably safe service environment, be available at the agreed time, and pay valid invoices or arrange payment through the agreed funding method.

A representative must act within their actual authority, consider the participant’s rights, preferences and will, and avoid presenting a personal preference as the participant’s instruction where that is not the case. TELO may seek the participant’s view directly where appropriate.

Shared responsibilities

All parties should raise concerns early, cooperate in reviews, respect boundaries and confidentiality, and make reasonable efforts to avoid foreseeable disruption. These responsibilities are applied in a way that recognises disability, communication needs, decision-making support and reasonable adjustments.

A failure to meet a responsibility does not automatically end supports or remove legal rights. TELO considers seriousness, cause, impact, available adjustments, procedural fairness and immediate safety before deciding what action is proportionate.

Scheduling

Usual schedules may be recorded as recurring templates, but each occurrence remains subject to worker availability, public holidays, agreed changes and the service agreement. A recurring schedule is not a guarantee that the same worker will attend every occurrence unless expressly agreed.

Changes should be requested through the nominated contact method with as much notice as practical. A requested move is not confirmed until TELO accepts it. If the requested time is unavailable, the original booking remains unless cancelled or another arrangement is agreed.

TELO may propose a replacement worker, different time or remote administrative contact where an assigned worker becomes unavailable. The participant may decline a replacement, subject to any cancellation terms and the circumstances.

Arrival and finish times may be affected by traffic, emergencies or the preceding support. Material delays will be communicated where reasonably practicable. Billing is based on the support actually delivered or a lawful cancellation charge, not merely the displayed calendar block.

A one-off change does not automatically vary the recurring schedule. TELO may record whether an occurrence is an exception so future template updates do not overwrite a deliberate date, time, support, rate, note or travel change.

Completed, cancelled, invoiced, sent and paid records are historical records and are not changed merely because a recurring template is later edited.

Pricing and payment

Website rates, NDIS support-item descriptions and pricing references are indicative unless incorporated into a quote or service agreement. Current NDIS pricing arrangements may change, and not every price limit or support item applies to an unregistered provider, every funding method or every service.

The agreed price may be an hourly, per-kilometre, per-event or other stated amount. The applicable rate and support item may depend on the date, time, day type, location, support category and service actually delivered. TELO records the rate and item used for each service.

Participants using TELO must be self-managed or plan-managed unless the law and TELO’s provider status later permit another arrangement. TELO does not submit direct NDIA-managed claims while operating as an unregistered provider.

You are responsible for checking that requested supports and related costs can be paid from the chosen funding source. A plan manager or the NDIA may decline a payment even after a service has been delivered. A funding decision does not by itself determine whether an amount is payable under the service agreement or consumer law.

Invoices identify the service date, participant, support item or description, quantity, rate and amount where applicable. Payment is due by the date or period stated in the service agreement or invoice. If an invoice appears incorrect, contact TELO promptly so it can be reviewed before escalation.

TELO will not knowingly claim ordinary living costs, activity tickets, meals or other personal expenses as automatically NDIS-funded. Any participant expense, reimbursement or transport arrangement must be separately authorised and supported by appropriate records.

Travel and cancellations

Provider travel, participant transport, kilometres, travel time and activity expenses are separate concepts. Whether and how they are charged must be stated in the service agreement or otherwise agreed in writing and must reflect the service actually delivered and the rules that apply at that time.

TELO keeps records of relevant travel, which may include the route, purpose, time, distance and participant authorisation. A kilometre rate does not automatically cover worker time, parking, tolls, tickets or other costs unless the agreement says so.

Cancellation terms, including any short-notice or late-cancellation charge, are set out in the service agreement. Whether a cancellation can be charged depends on the agreement, the applicable NDIS pricing rules, the funding arrangement, notice given, TELO’s ability to redeploy the worker and the reason the support was not delivered.

A cancellation charge is not automatic merely because a booking existed. TELO records the cancellation time, reason, notice and billing decision. Travel or transport not undertaken is not added to a cancelled support unless a lawful and agreed basis exists.

If TELO cancels a support, we will notify the relevant contact as soon as reasonably practicable and discuss alternatives where available. Any remedy is determined by the service agreement, consumer guarantees and the circumstances.

Expenses and property

Ordinary living costs and activity expenses—such as meals, entry fees, tickets, purchases and personal transport costs—remain the participant’s responsibility unless a written arrangement clearly states otherwise. TELO will not treat an ordinary expense as NDIS-funded merely because it occurs during support.

If a worker is asked to make a purchase, the amount, purpose, payment method and evidence should be agreed beforehand where practical. A worker should not use participant funds for themselves, borrow money, accept control of a bank card or PIN, or enter an informal lending arrangement.

Receipts and reimbursement records may be required. TELO may decline to advance funds or reimburse an undocumented, unauthorised or unrelated expense. Any handling of participant money must follow the agreed safeguards and be capable of reconciliation.

Participants should secure cash, valuables and confidential documents that are not needed for the support. TELO and its workers must take reasonable care of participant property they are authorised to use, but are not insurers of property and are not responsible for pre-existing damage, ordinary wear or loss outside their reasonable control.

Damage, loss or a disputed transaction should be reported promptly so the circumstances can be documented and investigated. Nothing in this section excludes liability or a remedy that cannot lawfully be excluded.

Safety and incidents

TELO may ask for information about access, mobility, communication, behaviour, animals, smoking, household hazards, medical risks relevant to the support and emergency contacts. Information should be limited to what is reasonably needed to plan and provide the support safely.

Participants and representatives should tell TELO about a material change before the next support where practical. A worker may pause, alter or leave a situation if there is an immediate and serious risk that cannot be safely managed within the agreed support. Emergency services may be contacted where appropriate.

TELO may document an incident, near miss, injury, allegation, hazard, medication concern encountered incidentally, vehicle event or other safety matter. Incident records may identify people involved, what occurred, immediate action, notifications, follow-up and closure. Recording a report does not mean every allegation has been substantiated.

TELO may notify a participant, representative, emergency contact, insurer, regulator, police or another authority where consent, the service arrangement or law permits or requires it. Information is limited to what is reasonably needed for the notification and response.

Workers are not required to perform manual handling, clinical, medication, restrictive-practice, high-intensity or other tasks outside their competence, training, insurance or the agreed service. A request may be declined or referred for reassessment.

Violence, threats, harassment, discrimination, sexual misconduct, serious intimidation, deliberate property damage or unsafe weapon use are not acceptable. TELO will consider immediate safety and procedural fairness and may suspend a particular support while the matter is assessed.

Service records

TELO may require workers to record attendance, start and finish times, activities, progress, goals, travel, expenses, cancellations, participant confirmations and incidents. These records support continuity, participant access, quality, invoicing, worker payment, complaints and legal obligations.

Records should be completed promptly, objectively and with enough detail to explain the service. They must not contain discriminatory language, irrelevant personal commentary or copied text that does not accurately describe the support.

A completed record may be locked to protect its integrity. If a correction is needed, TELO may preserve the original and add a dated amendment, reason and author. An amendment must not be used to conceal an error, alter an acceptance retrospectively or remove information relevant to an incident, complaint or audit.

A participant or authorised representative may be asked to confirm that a support occurred. Confirmation is evidence of attendance or specified details; it does not require the person to agree with every note, waive a complaint or accept an invoice known to be wrong. A disagreement can be recorded and reviewed.

Where confirmation is unavailable, TELO may rely on other appropriate evidence and refer the record for administrative review. Fabricating, backdating or knowingly approving an inaccurate record is prohibited.

Access to service records is governed by the Privacy Policy, authority, confidentiality and applicable law. A portal may display only a subset of the complete record.

Portal accounts

Where TELO gives you access to a secure portal, the account is personal to the invited user unless TELO expressly approves another arrangement. You must keep sign-in methods secure, use accurate profile information and promptly tell us if you suspect unauthorised access.

You must not share another person’s account, attempt to access information outside your permissions, defeat security controls, scrape data or upload malicious content. Role labels and screens are for convenience; access is also checked by the backend.

We may temporarily restrict or suspend access where reasonably necessary to protect people, investigate misuse, comply with law, correct an error or maintain security. Where appropriate, we will give notice and restore access once the reason is resolved. Suspension of an online account does not remove legal rights to records or complaint pathways.

Account security

You are responsible for taking reasonable care of the devices, email accounts, passwords, passkeys, verification codes and other methods used to access your portal account. Do not share a verification code, leave a session open on a shared device or allow another person to use your identity.

Tell TELO promptly if you suspect loss, compromise, unauthorised access, incorrect permissions or disclosure of information to the wrong person. We may sign out sessions, reset access, restrict downloads, preserve audit records or temporarily disable a feature while investigating.

Actions performed through an authenticated account may be treated as having been performed by the account holder unless TELO knew or reasonably should have known the account was compromised. This does not make you responsible for TELO’s own security failure or remove rights that cannot lawfully be excluded.

Security testing, vulnerability scanning, automated access or attempts to bypass controls require prior written permission unless expressly protected by law. If you identify a possible vulnerability, report it privately to privacy@telo.au and do not access, alter, retain or disclose other people’s information.

Electronic communications

You agree that TELO may communicate electronically about enquiries, accounts, agreements, schedules, documents, invoices, incidents, complaints and other operational matters using the contact details you provide. You must keep important details current.

Where the law permits, an electronic action may satisfy a requirement for writing or signature if the method identifies the person, indicates their intention and is sufficiently reliable for the purpose. TELO may retain the accepted document, timestamp, account identity, IP-derived information, document hash and related audit evidence.

Clicking an acceptance control, entering a verification code, signing electronically or otherwise clearly confirming an action may create a binding record. You should review the complete document before accepting and keep or download a copy. Contact TELO promptly if you believe an acceptance was made in error or without authority.

Electronic delivery is taken to occur when the communication becomes capable of being retrieved at the address or account designated for that purpose, subject to applicable law. A message may be delayed by filtering or technical failure. If a matter is important and no response is received, use another reasonable contact method.

Optional marketing messages are subject to consent and unsubscribe requirements described in the Privacy Policy. Operational communications may continue where needed to administer a service, account, payment, safety matter or legal obligation.

Acceptable use

You must use TELO digital services lawfully and respectfully. You must not:

• interfere with, damage, overload or probe the site or connected systems;
• circumvent authentication, access controls, rate limits or bot protection;
• submit unlawful, threatening, discriminatory, defamatory, deceptive or malicious material;
• impersonate another person or misrepresent your authority or affiliation;
• upload malware or use automated tools to extract data without written permission; or
• use information obtained through TELO to harm, exploit or invade the privacy of another person.

We may block a submission or access that reasonably appears fraudulent, automated, unsafe or in breach of these terms.

Information you provide

You remain responsible for information and content you submit. To the best of your knowledge, it must be accurate, lawful, relevant and not misleading. You must have the right and authority to provide information about another person and must not submit more sensitive information than the purpose reasonably requires.

You must not upload content that infringes intellectual property, confidentiality, privacy or other rights; contains malware; is defamatory, threatening or discriminatory; depicts unlawful exploitation; or is otherwise unlawful. TELO may quarantine, restrict or remove content where reasonably necessary for security, safety, legal compliance or the rights of another person.

TELO may rely on submitted information when assessing referrals, arranging supports, preparing records or invoices and managing safety. You must correct a material error promptly. TELO may retain both the original and amended record where an audit trail, complaint, incident, agreement or legal obligation requires it.

Do not submit urgent information through a general form or assume a portal note has been read immediately. Use the contact pathway appropriate to the urgency and service arrangement.

Personal information is handled under the Privacy Policy. Your submission does not transfer ownership to TELO, but the limited permission in the next section allows us to process it for the intended purpose.

Ownership

You retain ownership of information and material you submit. You give TELO a limited permission to host, copy, review and use that material only as reasonably necessary to respond, provide services, keep required records, secure our systems and meet legal obligations. You must have the right to provide the material.

This permission is non-exclusive, worldwide for technical operation, royalty-free and lasts only as long as reasonably necessary for those purposes, including lawful retention of archived or backup records. It does not permit TELO to sell your content or use an identifiable image for promotion without the consent required in the circumstances.

Unless otherwise stated, the website design, text, TELO name and logo, graphics, illustrations, software and other content are owned by or licensed to Telo One and protected by intellectual property law. You may view, download or print reasonable extracts for personal, non-commercial use connected with considering or receiving TELO services. Other reproduction, modification, republication or commercial use requires written permission.

You may link to a public TELO page in a fair and lawful way that does not imply endorsement or affiliation. You must not frame the site, remove ownership notices, use the TELO brand in a misleading way or reproduce participant material.

Third-party names, logos and trade marks remain the property of their respective owners.

Third-party services

Our digital services may link to or rely on third-party services, including identity, cloud hosting, email, maps, bot protection, invoicing, payment and NDIS information services. Their own terms and privacy practices may apply when you use them.

A link is provided for convenience and does not necessarily mean TELO endorses all content or services on the destination site. We are not responsible for a third party’s independent content or conduct, but this does not exclude responsibility TELO has under law for providers acting on our behalf.

Third-party availability, accuracy and security can change without TELO’s control. A map route, NDIS price reference, payment status or identity response should be checked where it is material. TELO may replace, remove or suspend an integration where reasonably necessary.

If you choose to transact directly with a third party, that transaction is between you and the third party unless TELO expressly states otherwise. Review its terms, fees and privacy practices before proceeding.

Availability and changes

TELO aims to keep its digital services available and accurate, but does not promise uninterrupted or error-free operation. Access may be affected by maintenance, updates, internet or power failure, supplier outages, cyber incidents, device compatibility, browser settings or events beyond reasonable control.

We may add, remove, redesign or replace a public feature. We may also correct errors, update security requirements, impose reasonable file or rate limits, or temporarily disable an integration. Where a change materially affects an active service arrangement, we address it through the relevant agreement and communication process rather than relying only on these website terms.

Information displayed in a portal may update after a backend process or third-party reconciliation. A screen should not be treated as final evidence where it identifies itself as a draft, pending, estimated, unsynchronised or awaiting review.

You should keep copies of documents that are important to you. TELO may provide authenticated downloads but does not promise indefinite portal access after a relationship or account ends.

Suspension and closure

TELO may restrict a submission, feature or account where reasonably necessary to protect a person, preserve evidence, investigate suspected misuse, respond to a security incident, comply with law, enforce these terms or perform maintenance.

Where practicable, we will consider the seriousness, urgency, available alternatives and likely impact, give an explanation and allow a reasonable opportunity to respond. Immediate restriction may be necessary where delay could expose a person or system to harm.

You may ask to close your portal account, but closure does not erase records that TELO must or may lawfully retain. Important documents should be downloaded before closure. Access to records after closure remains subject to privacy, service, legal and complaint rights.

Suspending a digital account does not itself end a service agreement. Ending or suspending supports is governed by the service agreement, safety obligations, consumer law and any other applicable requirements.

Ending supports

A participant may end supports in accordance with the service agreement and any non-excludable rights. TELO may also end or decline to continue an arrangement where permitted by the agreement and law, including where supports remain outside scope, invoices remain unpaid after reasonable review, necessary information is not provided, worker safety cannot be reasonably managed, capacity is unavailable or the relationship has irretrievably broken down.

Except where immediate action is reasonably necessary, TELO will ordinarily explain the concern, consider the participant’s response and possible adjustments, and give the notice required by the service agreement. Ending supports must not be retaliatory because a person made a complaint, exercised a right or requested an adjustment.

Immediate suspension or ending may be justified by a serious and imminent safety threat, violence, fraud, unlawful instructions, loss of required insurance or authority, or another circumstance where continued delivery cannot reasonably occur. TELO will document the basis and communicate next steps as soon as practicable.

Where appropriate, TELO will cooperate with a reasonable transition, provide outstanding participant-held documents, identify future bookings, issue final invoices and explain how to request records. TELO does not guarantee that another provider can be found or accept responsibility for that provider’s services.

Ending the arrangement does not affect accrued payment obligations, privacy and record rights, complaint pathways, confidentiality, intellectual property or clauses that by their nature continue after ending.

Accessibility

TELO aims to make public information and digital services usable by people with disability. We consider keyboard access, readable contrast, responsive layouts, clear labels, reduced motion and compatibility with common assistive technologies.

No website works equally well for every person, device or assistive technology. If a page, form, document or account feature creates a barrier, contact TELO and explain the task you are trying to complete. We will consider a reasonable alternative such as phone assistance, a different document format, supported completion or another communication method.

An accessibility request does not require a person to disclose unrelated health details. We may ask only for information reasonably needed to understand and provide the adjustment.

Alternative access remains subject to appropriate identity, authority, privacy and security checks. Accessibility support does not require TELO to weaken protections for participant information.

Consumer rights

Where consumer guarantees apply to services, they may include guarantees that services will be provided with due care and skill, be fit for an agreed purpose and be supplied within a reasonable time where no time is fixed.

We take reasonable care in operating the site, but internet services can be interrupted and may contain errors. We do not promise uninterrupted availability, compatibility with every device or that every defect will be corrected immediately. Please keep your own copy of information that is important to you.

If a consumer guarantee is not met, available remedies depend on the law and circumstances and may include correction of the service, cancellation, refund, compensation or another remedy. Contact TELO promptly and provide enough information to assess the issue.

Responsibility and liability

Each party is responsible for the consequences of its own acts and omissions to the extent provided by law. TELO does not exclude or limit liability that cannot lawfully be excluded or limited, including applicable consumer guarantees, liability for fraud or wilful misconduct, and other protected rights.

To the maximum extent permitted by law, TELO is not responsible for loss to the extent it is caused by:

• unlawful, fraudulent or unauthorised use of a digital service;
• materially inaccurate or incomplete information supplied by you or a person acting for you, where TELO reasonably relied on it;
• failure to protect an account or device after a known security warning;
• a third party’s independent service, content or decision outside TELO’s control;
• failure to follow emergency instructions or seek appropriate professional advice; or
• an event outside reasonable control, except to the extent TELO failed to take reasonable steps required by law.

Any exclusion or limitation is read down so it applies only to the extent fair, reasonable and lawful in the circumstances. Nothing in these terms makes a participant indemnify TELO for TELO’s own negligence, breach or wrongdoing.

Statements about possible NDIS funding do not guarantee that the NDIA or a plan manager will approve a claim. TELO remains responsible for accurately describing and invoicing the supports it supplies.

Complaints and disputes

If a problem arises, contact TELO as soon as practical and explain what happened, the outcome sought and any time-sensitive concern. You may use an advocate, interpreter, representative or support person.

TELO will not adversely affect a person’s supports because they make a complaint in good faith. We may acknowledge the matter, seek relevant information, take immediate safety action, review records, give affected people an opportunity to respond, provide an outcome and record any corrective action.

Where appropriate, the parties should first try to resolve the issue through direct discussion. This does not prevent urgent court or tribunal action, use of a regulator, exercise of consumer rights or contact with emergency services.

Depending on the issue, external pathways may include the NDIS Quality and Safeguards Commission, Office of the Australian Information Commissioner, Consumer and Business Services South Australia, Australian Competition and Consumer Commission, a tribunal, court, police or another regulator.

A complaint about privacy is handled under the Privacy Policy. A complaint about the quality or safety of NDIS supports may be made directly to the NDIS Commission, including about an unregistered provider.

Notices

TELO may give a notice under these terms by email, portal message, text message, post, personal delivery or another method agreed for the relevant relationship. The method should be reasonably appropriate to the importance, urgency, accessibility and sensitivity of the notice.

You are responsible for keeping nominated contact details current. A notice sent to an outdated address may still have legal effect where the law permits, but TELO will take reasonable additional steps where it knows the notice was not received and the matter is important.

An electronic notice is generally received when it becomes capable of being retrieved at the nominated address, subject to the Electronic Transactions Act and any service agreement. A posted notice is received according to applicable law and ordinary delivery, unless evidence shows otherwise.

A notice ending supports, changing a material service term, responding to a complaint, reporting a data breach or requiring urgent action should clearly identify the decision or change, effective date, reason where appropriate, available action and contact pathway.

Routine portal alerts do not replace a formal notice where the agreement or law requires a particular method. Conversely, failure to open a convenience notification does not necessarily invalidate a notice properly given through the agreed channel.

Changes and general terms

We may update these terms to reflect changes in law, technology or our services. The current version and effective date are published on this page. Changes apply prospectively from publication unless a different date is stated. A material change to an existing service arrangement will be handled under the relevant agreement rather than solely by changing these website terms.

If part of these terms is invalid or unenforceable, it is read down to the minimum extent necessary or severed, and the remaining terms continue. A delay in enforcing a right is not a waiver of that right.

These terms do not create an employment, partnership, agency, fiduciary or joint-venture relationship between a website user and TELO. A person may not bind TELO unless expressly authorised in writing.

TELO may assign or transfer operation of a digital service as part of a genuine restructure, sale or transfer of the business, subject to privacy law and without reducing non-excludable rights. A user may not transfer a personal portal account or rights under these terms without TELO’s consent.

These terms are governed by the laws of South Australia and applicable Commonwealth laws. The parties submit to the non-exclusive jurisdiction of courts with jurisdiction in South Australia. Nothing in this clause prevents a person from using a tribunal, regulator or complaint body available under law.

Contact

Questions about these terms can be sent to hello@telo.au or raised by calling 0494 826 368.

To make a complaint about TELO, email complaints@telo.au. Raising a complaint will not adversely affect the supports you receive. You may also contact the NDIS Quality and Safeguards Commission about NDIS supports or the appropriate consumer protection body about consumer issues.

Referral enquiries may be sent to referrals@telo.au and privacy matters to privacy@telo.au. You may request these terms in an alternative format.