Parkes Meals on Wheels – Terms and Conditions

These Terms and Conditions (“Terms”) outline the responsibilities and expectations of clients, carers, staff, and volunteers engaged with Parkes Meals on Wheels (“MOW,” “we,” “our,” or “us”). By accessing or using our services, you agree to these Terms.

1. Our Services

  • Parkes Meals on Wheels provides meal delivery and related support services to eligible members of the community.

  • Services are delivered in accordance with the requirements of the Department of Health and the Aged Care Quality Standards.

  • Services may change or be updated from time to time to meet community needs and funding requirements.

2. Eligibility

  • Clients must meet eligibility criteria as outlined by My Aged Care or other relevant programs.

  • An initial assessment will be conducted to determine eligibility and service needs.

  • Eligibility and service requirements may be reviewed periodically.

3. Client Responsibilities

Clients agree to:

  • Provide accurate and up-to-date personal information as required for assessments and service delivery.

  • Inform Parkes Meals on Wheels of any changes in health, contact details, or circumstances that may affect service.

  • Be respectful to staff and volunteers at all times.

  • Pay applicable service fees promptly, unless otherwise arranged.

4. Fees and Payments

  • Fees are set according to funding guidelines and may change with notice.

  • Clients will be informed of any changes to service fees in advance.

  • Payments must be made by the due date provided on invoices or receipts.

  • Failure to pay service fees may result in suspension or cancellation of services.

5. Privacy and Confidentiality

  • Parkes Meals on Wheels respects your right to privacy.

  • All personal information is handled in accordance with our Privacy Policy, which explains how we collect, use, store, and protect information.

  • Client information will not be shared without consent, except where required by law or in emergencies.

6. Service Changes, Suspension, or Cancellation

  • Services may be temporarily suspended or rescheduled in the event of public holidays, staff shortages, or extreme weather.

  • Clients will be notified in advance wherever possible.

  • Clients may cancel their service at any time by contacting the office.

  • Parkes Meals on Wheels reserves the right to withdraw or suspend services where:

    • Fees are unpaid.

    • There are safety concerns for staff or volunteers.

    • The client does not comply with these Terms.

7. Health and Safety

  • Parkes Meals on Wheels is committed to maintaining safe and healthy conditions for clients, staff, and volunteers.

  • Clients are expected to provide a safe environment for staff and volunteers when receiving services at home.

  • In the event of unsafe or threatening behaviour, services may be withdrawn.

8. Volunteers and Staff

  • Volunteers and staff are required to follow organisational policies, including privacy, confidentiality, and workplace health and safety requirements.

  • Volunteers must not accept gifts, money, or favours from clients beyond a nominal token of appreciation (as per policy).

9. Complaints and Feedback

  • Parkes Meals on Wheels welcomes feedback and is committed to resolving complaints fairly and promptly.

  • Clients, carers, staff, and volunteers can make complaints verbally or in writing.

  • All complaints will be handled confidentially and without disadvantage to the client.

10. Limitation of Liability

  • While Parkes Meals on Wheels takes all reasonable steps to provide safe, high-quality services, we are not liable for:

    • Loss or damage caused by circumstances outside our control (e.g., emergencies, natural disasters).

    • Loss or damage to personal property in connection with the provision of services.

11. Governing Law

These Terms are governed by the laws of New South Wales and the Commonwealth of Australia.

Contact

For questions about these Terms or to discuss services, please contact: parkes@parkesmow.com.au

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