Terms of Service

Aged Care/Private: Maintenance Cleaning & Non-Clinical Support Services

Sistability Agrees To:

  1. Provide services that fit your needs at your preferred times.

  2. Communicate clearly and honestly with you.

  3. Treat you with respect.

  4. Consult you on how services are provided.

  5. Provide information on handling complaints or cancellations.

  6. Listen to your feedback and resolve issues quickly.

  7. Give you at least 24 hours' notice if we need to change an appointment.

  8. Give notice if we need to end the service agreement.

  9. Protect your privacy and keep your information confidential.

  10. Provide services that follow all relevant laws.

  11. Keep accurate records of the services provided.

  12. Send invoices and statements upon request.

You (or Your Representative) Agree To:

  1. Let us know how you want services delivered to meet your needs.

  2. Treat our staff with respect.

  3. Talk to us if you have any concerns about the services.

  4. Give us at least 48 hours' notice if you need to cancel or change an appointment.

  5. Notify us if your Aged Care Provider changes or if your package ends.

  6. Give us 2 weeks’ notice if you need to end the service agreement.

GST

  • Sistability offers a variety of contracted services to aged care providers.

  • These services include high-quality cleaning and gardening.

  • As a registered business, Sistability is required to charge Goods and Services Tax (GST) on all services provided.

  • GST will be added to the service fee charged to aged care providers.

  • This practice is in compliance with Australian tax regulations.

Feedback, Complaints & Disputes

  • To give feedback or make a complaint, call our Client Care Team at 1300 131 096 or email us.

  • If not satisfied, you can make a complaint to the Aged Care Quality and Safety Commission online or by calling 1800 951 822.

  • Anyone can make a complaint and the service is free.

  • You can complain anonymously, confidentially or openly.

  • You can contact the Commission even if you haven’t spoken with your provider first.

Minimum Service Hours

  • We have a 2-hour minimum service time for maintenance cleaning services.

  • We have a 3-hour minimum service time for deep cleaning services

  • We have a 1.5-hour minimum service time for support services.

Pets

  • If you have a non-service dog, please keep it restrained during our visit.

  • Our team does not clean animal waste, litter trays, or pet areas.

Smoking

  • Please refrain from smoking indoors while our team is present.

  • Open windows and doors at least 1 hour before your scheduled cleaning.

Pre-Existing Faults or Broken Items

  • Let us know about any broken items before we start. We are not responsible for fixing these.

Work Health & Safety

  • If our team feels unsafe, they may leave, and full charges will still apply.

Pricing & Payments

  • Fees are current as of 1 July 2024.

  • Invoices are sent after services are completed. Payment is due within 7 days.

Public Holidays

  • No services on public holidays. Contact us early to reschedule.

Changes to this Agreement

  • Any changes to the service agreement will be in writing and signed by both parties.

Appointment Cancellations

  • Give us at least 48 hours' notice for cancellations.

  • If notice is given with less than 48 hours, full charges apply.

  • If you cancel during a service, full charges apply for both the service and the remaining booked hours.

Ending the Service Agreement

  • To end the service, give 2 weeks’ notice. Pre-booked services during this period will be charged.