Effective date: 20 May 2026

These Terms of Service explain the conditions that apply when you use the Horizon Community Services website, make an enquiry, or access support services from Horizon Community Services.

These terms are intended to support transparency, participant safety, digital compliance, and alignment with relevant Australian laws, the NDIS Code of Conduct, and the NDIS Practice Standards.

About Horizon Community Services

Horizon Community Services provides disability support, aged care support, community participation, respite care, Supported Independent Living, complex care, in-home care, mental health support, and related community services.

Our supports are delivered with a focus on participant choice, dignity, wellbeing, safety, cultural respect, and independence.

Business name: Horizon Community Services
Phone: 07 3520 8909
Email: hello@horizoncommunityservices.au
Head office: Unit 3, 13 Corporate Place, Hillcrest QLD 4118
Website: https://staging2.horizoncommunityservices.au/

Acceptance of these terms

By accessing this website, submitting an enquiry, requesting services, or entering into a service arrangement with Horizon Community Services, you agree to these Terms of Service.

If you do not agree with these terms, you should discontinue use of this website and contact us before engaging our services.

NDIS compliance and quality standards

Horizon Community Services is committed to delivering supports in line with the NDIS Code of Conduct, NDIS Practice Standards, relevant Australian legislation, safeguarding requirements, and person-centred service principles.

Our approach is guided by:

Participant dignity and respect
Choice and control
Privacy and confidentiality
Safe and competent support delivery
Clear communication and informed consent
Incident management and safeguarding
Continuous improvement
Culturally responsive care

Our services

Horizon Community Services may provide support services including, but not limited to:

Service availability may depend on participant needs, location, funding, staff availability, risk assessments, and suitability of support arrangements.

Participant rights

Horizon Community Services respects the rights of participants, families, carers, nominees, guardians, and support networks.

Participants have the right to:

Be treated with dignity, respect, and fairness
Make decisions about their own supports wherever possible
Receive services that are safe, respectful, and culturally appropriate
Be involved in planning and reviewing their supports
Have their privacy and confidentiality protected
Access information in a way they can understand
Provide feedback or make a complaint without fear of negative treatment
Use an advocate, interpreter, support person, guardian, or nominee
Change or end services in accordance with their service agreement

Participant responsibilities

To help us provide safe and effective support, participants and representatives are expected to:

Provide accurate and current information about support needs
Tell us about changes to health, behaviour, risks, goals, or support requirements
Treat staff, workers, and other participants respectfully
Provide a safe environment for supports to be delivered
Follow agreed service arrangements where possible
Provide reasonable notice for cancellations or changes
Meet agreed payment or funding responsibilities
Raise concerns early so they can be addressed

Service agreements

Participants receiving ongoing supports may be required to enter into a written Service Agreement with Horizon Community Services.

A Service Agreement may include:

The supports to be delivered
Participant goals and preferences
Roles and responsibilities
Support schedules
Funding arrangements
Pricing and payment terms
Cancellation requirements
Review and exit processes
Complaint and feedback options

Service Agreements are designed to provide clarity and support participant choice, control, and informed decision-making.

Fees, funding, and payments

Services may be funded through NDIS plans, aged care funding, private payment, or other approved funding arrangements.

Where NDIS funding is used, pricing may be guided by current NDIS Pricing Arrangements and Price Limits where applicable.

Participants, nominees, plan managers, or funding representatives are responsible for ensuring that funding is available for agreed supports.

Invoices, payment terms, and billing arrangements will be outlined in the relevant Service Agreement or service documentation.

Cancellations and missed appointments

We understand that circumstances may change. Participants should provide as much notice as possible if they need to cancel or reschedule a service.

Short notice cancellations may be charged in accordance with the participant’s Service Agreement, funding rules, or applicable NDIS pricing requirements.

Repeated missed appointments or frequent cancellations may require a review of support arrangements.

Safety and safeguarding

Horizon Community Services is committed to promoting participant safety, wellbeing, and protection from harm.

Our safeguarding approach may include:

Worker screening and suitability checks
Staff training and supervision
Risk assessments
Participant support planning
Incident reporting procedures
Emergency response processes
Continuous improvement activities

Any concerns about safety, abuse, neglect, exploitation, or poor conduct should be reported to Horizon Community Services as soon as possible.

Incident management

Horizon Community Services maintains incident management processes to identify, respond to, record, review, and manage incidents that may affect participant safety or wellbeing.

Incidents may include injuries, near misses, medication concerns, behavioural incidents, alleged abuse or neglect, service delivery risks, or other events that may impact a participant.

Where required, reportable incidents will be managed in accordance with NDIS Quality and Safeguards Commission requirements and other applicable laws.

Restrictive practices

Horizon Community Services is committed to reducing and eliminating restrictive practices wherever possible.

Any restrictive practice, where applicable, must only occur:

In accordance with Australian law
With appropriate authorisation
As part of an approved behaviour support plan where required
In line with NDIS Commission requirements
With a focus on participant rights, safety, and quality of life

Horizon Community Services does not support unlawful, unauthorised, or unnecessary restrictive practices.

Behaviour support

Where a participant has behaviour support needs, Horizon Community Services will work with the participant, family, support coordinator, allied health professionals, and behaviour support practitioners where appropriate.

Supports will aim to promote safety, dignity, communication, wellbeing, and positive outcomes for the participant.

Continuity of supports

Horizon Community Services aims to minimise disruptions to participant supports wherever reasonably possible.

Continuity planning may include arrangements for:

Staff leave or illness
Service interruptions
Emergency situations
Natural disasters or severe weather events
Critical incidents
Changes in participant needs

Where services need to be changed, delayed, or cancelled, we will communicate with participants or their representatives as soon as reasonably possible.

Advocacy and support persons

Participants have the right to involve an advocate, support person, interpreter, guardian, nominee, family member, carer, or trusted representative when communicating with Horizon Community Services.

We will respect participant choices about who they want involved in decisions, planning, complaints, reviews, and communication, subject to consent and legal requirements.

Privacy and confidentiality

Horizon Community Services respects your privacy and manages personal information in accordance with applicable Australian privacy laws and service delivery obligations.

We may collect information such as:

Name and contact details
NDIS or funding information
Health and support needs
Emergency contact details
Service preferences
Care plans, support plans, or risk assessments
Communication records

Personal information is collected only where reasonably necessary to respond to enquiries, provide services, manage safety, meet legal obligations, or improve service delivery.

We will not disclose personal information without consent unless required or authorised by law, necessary for safety, or required for safeguarding or reporting obligations.

Consent and information sharing

Horizon Community Services may request consent to share information with support coordinators, plan managers, family members, carers, allied health professionals, government bodies, or other service providers involved in a participant’s support.

Consent may be withdrawn or updated, subject to legal and safety obligations.

Complaints and feedback

Horizon Community Services welcomes feedback and complaints as part of our commitment to continuous improvement.

Participants, families, carers, advocates, staff, and community partners may raise concerns about:

Service quality
Staff conduct
Communication
Safety or wellbeing concerns
Billing or funding matters
Privacy concerns
Access or inclusion issues

Complaints can be made by contacting:

Phone: 07 3520 8909
Email: hello@horizoncommunityservices.au
Online: Contact Horizon Community Services

Participants also have the right to contact external complaints bodies, including the NDIS Quality and Safeguards Commission where relevant.

Website use

The Horizon Community Services website provides general information about our services, locations, programs, news, and contact options.

Website users agree not to:

Use the website for unlawful purposes
Attempt to gain unauthorised access to systems or data
Upload malicious software or harmful content
Copy or reproduce content without permission
Misrepresent their identity
Interfere with website security or functionality

Horizon Community Services may restrict access to the website where misuse, security risks, or unlawful activity are suspected.

Website information disclaimer

Information on this website is general in nature and is provided for educational and service information purposes only.

Website content should not be taken as medical, legal, financial, therapeutic, or NDIS funding advice. Participants should seek advice from qualified professionals, the NDIA, support coordinators, plan managers, or relevant health professionals for advice specific to their situation.

Digital communications

By contacting Horizon Community Services through the website, phone, email, social media, online forms, or other digital channels, you consent to us responding to your enquiry using the contact details provided.

Communications may include:

Responses to enquiries
Service information
Appointment or support updates
Care planning communication
Feedback requests
Relevant service updates

You may request changes to your communication preferences at any time.

Third-party links

This website may include links to third-party websites, maps, resources, or external services.

Third-party links are provided for convenience only. Horizon Community Services is not responsible for the accuracy, privacy practices, security, or content of external websites.

You can Find us on Google for location details and directions.

Intellectual property

All website content, including text, images, graphics, logos, service descriptions, downloadable resources, blog articles, and branding, is owned by or licensed to Horizon Community Services unless otherwise stated.

Content must not be copied, reproduced, republished, or distributed without written permission from Horizon Community Services.

Limitation of liability

To the extent permitted by Australian law, Horizon Community Services is not liable for indirect, incidental, or consequential loss arising from use of this website, reliance on general website information, technical interruptions, or third-party service issues.

Nothing in these Terms of Service limits rights that cannot be excluded under Australian Consumer Law or other applicable legislation.

Suspension or ending of services

Horizon Community Services may review, suspend, or cease services where there are serious safety concerns, unlawful conduct, repeated breaches of a Service Agreement, non-payment, unavailable funding, or risks that cannot be reasonably managed.

Where possible, we will provide reasonable notice and work with the participant, representative, or support network to support safe transition planning.

Changes to services

Horizon Community Services may update, change, pause, or withdraw services due to operational requirements, staffing availability, funding rules, participant needs, safety considerations, or regulatory obligations.

We will aim to communicate significant changes clearly and respectfully.

Changes to these terms

Horizon Community Services may update these Terms of Service from time to time to reflect changes in law, regulation, service delivery, digital requirements, or organisational policies.

Updated terms will be published on this website with a revised effective date.

Governing law

These Terms of Service are governed by the laws of Queensland, Australia.

Any disputes relating to these terms will be managed under the jurisdiction of Queensland courts, unless otherwise required by law.

Contact Horizon Community Services

If you have questions about these Terms of Service, our website, privacy, complaints, or support services, please contact Horizon Community Services.

Horizon Community Services
Address: Unit 3, 13 Corporate Place, Hillcrest QLD 4118
Phone: 07 3520 8909
Email: hello@horizoncommunityservices.au
Contact page: https://staging2.horizoncommunityservices.au/contact/

Important note

These Terms of Service are provided as a general compliance and website content document. Horizon Community Services should seek independent legal advice before publishing this document as a formal legal policy.

Terms of Service