Policies

At LJ Care Australia Pty Ltd we understand that equipment hire is a great option for many of our customers. Our customers can enjoy access to a big range and modern fleet of rental Home Care, Rehabilitation and Physiotherapy equipment in Australia. 

LJ Care Australia Pty Ltd rental equipment pool is maintained through our standard processes, with all equipment undertaking rigorous detail cleaning and maintenance prior to being delivered.

1. A minimum hire period of 2 weeks applies.
2. Three weeks hire deposit will be charged for each piece of equipment hired and will be refunded to nominated credit card or bank account.
3. No deposit is required for account customers (Insurance company, nursing home etc.)
4. Hire period commences from the day the equipment is delivered and will continue until is returned back to LJ Care Australia Pty Ltd warehouse.
5. It is hirers responsibility to confirm when equipment is available for collection. Failure to do so will result in continuing hire charges.
6. LJ Care Australia Pty Ltd can end hire and collect items at any time if payments are not made or if equipment has been misused.
7. The hirer will be charged for loss or damage other than wear and tear incurred during the hire period. Such cost will be invoiced and charge accordantly.
8. All equipment hired remains the property of LJ Care Australia Pty Ltd.
9. Prices are subject to change without notice.
10. The rates are specified are weekly and includes any GST applicable.
11. Hire equipment subject to product availability.
12. Hire equipment product range can vary between brand and model supplied.
13. All hire equipment repairs to be undertaken by LJ Care Australia Pty Ltd.

 

Similar new products also available for purchase

 

Payment Options

1. Bank Transfer to our nominated bank account.
2. Credit Card
3. EFTPOS

 

Delivery, Pick up and Installation Charges

Large items (Chair Power Lift Recline) - $125 (Excluding GST) each way including installation

Medium Items (High, low back chair, wheelchairs and bedside commode) - $50 (Excluding GST) each way

Small Items (Bed Rail, Seat Walkers, Shower Chair or Crutches) - $40 (Excluding GST) each way

Pick up from our warehouse (48 Blaxland Road Campbelltown) available upon request and previous arrangement (please call us on 0402 032 632) - Free of charge

1. About our policy

LJ Care Australia Pty Ltd ACN 665 589 177 (‘LJ Care Australia Pty Ltd’ ‘we’, ‘us’ or ‘our’) is committed to protect the privacy of your personal information in accordance with Australian privacy laws.

Our Privacy Policy sets out how we and our related entities collect, use, disclose and manage your personal information.

Our Privacy Policy complies with the Australian Privacy Principles set out in the Privacy Act 1988 (Cth) as amended from time to time (‘Privacy Act’).

When you engage us to provide you with any goods or services, apply or complete an application for commercial credit, communicate with us through email, by telephone, in writing, participate in any of our promotional activities, or use any of our other services, including our websites, you agree to the use and disclosure of your personal information in the manner described in this policy. This policy is also relevant and applies to other individuals we deal with in connection with commercial credit we provide, such as guarantors and directors.

We may from time-to-time review and update this Privacy Policy so please check our website periodically to stay informed of any updates.  All personal information collected and held by us will be governed by the most recently updated Privacy Policy.

 

2. Types of personal information we collect

The kinds of personal information we may collect from you will depend on what type of interaction you have with us.  Personal information we may collect from you includes, among other things:

• identity particulars – such as your name, address, date of birth, occupation, telephone numbers and e-mail address.
• personal information we collect from you when assessing, processing, and managing an application by you for commercial credit.
• personal information you provide to us when you participate in a promotion, competition, promotional activity, survey, market research, subscribe to our mailing list.
• your bank, credit or debit account details when you make a purchase.
• your records of communication with us.
• if you visit our website, your website usage information such as your IP address.
• in collaboration with healthcare professionals in a therapeutic capacity to recommend and supply specific products for individual cases the following may be required and collected:

1. photographs to detail individual cases by way of showing an issue or situation.

 

3. The purpose for collecting your personal information

We will generally only collect and use your personal information for the primary purposes of:

• our general business operations.
• effectively providing you with our goods and services.
• where applicable, assessing and processing an application for commercial credit, and for administrative purposes in relation to the ongoing management of your commercial credit arrangement.
• communicating with you.
• responding to your inquiries or complaints.
• meeting our legal and regulatory obligations.
• conducting, improving and developing a relationship with you.
• direct marketing (such as providing you with information about our products, events and activities related to your industry or profession and promotional notices and offers); and
• improving our websites.

Your personal information is only collected by lawful and fair means and where practicable, only from you or from a person acting or authorized to act on your behalf. Where you have applied for commercial credit account with us, we may also make enquiries in respect of commercial credit with third parties with your consent.  This could include persons nominated by you as trade references, credit reporting bodies (“CRBs”) and your bankers.

We will take reasonable steps to ensure that you are aware of:

• the likely use of the information;
• the right of access to the information;
• the identity and contact details of our employee/representative collecting your personal information;
• any law requiring collection of the information; and
• the main consequences of failure to provide your personal information.

 

4. How we may use and disclose your personal information

We may use your personal information for:

• the primary purposes for which it was collected, such as those described above;
• assessing and processing an application for, or administration and management of, any commercial credit account with us;
• administering and responding to your enquiry or feedback about our products and/or services;
• conducting, and allowing you to participate in, any promotion, competition, promotional activity, survey, market research or customer behavioral activity conducted by us;
• promoting and marketing our current and future products and services to you, informing you of upcoming events and special promotions and offers and analyzing our products and services to improve and develop new products and services (but giving you the opportunity to opt out of such direct marketing)
• improving the operation of our websites.

 

We may disclose personal information we collect from you:

• to our related companies, suppliers, consultants, contractors or agents for the primary proposes for which it was collected or for other purposes directly related to the purpose for which the personal information is collected. For example, your name and telephone number may be disclosed to our supplier to enable that supplier to respond to your request for information about a particular product;
• for direct marketing but giving you the opportunity to opt out of such direct marketing; We will include our contact details in any direct marketing.
• to relevant Federal, State, Territory medical, health and safety authorities (as required);
• where the law requires or authorizes us to do so;
• to others that you have been informed of at the time any personal information is collected from you;
• with your consent (express or implied), to others.

Where the Privacy Act permits us to do so, we may also disclose your credit related information (in respect of commercial credit) to CRBs such as Veda or Dunn & Bradstreet, if you apply for commercial credit or request to increase in your commercial credit limit with LJ Care Australia.

 

Where LJ Care Australia Pty Ltd collects information that we are likely to disclose to a CRB, please note:

• the CRBs may include that information in reports provided to LJ Care Australia Pty Ltd to assist it to assess your creditworthiness;
• if you fail to meet payment obligations in relation to commercial credit or commit a serious credit infringement, LJ Care Australia Pty Ltd may be entitled to disclose this to the CRB;
• if you are an individual you may access information from LJ Care Australia Pty Ltd in accordance with this Privacy Policy and may access this information for the purpose of requesting LJ Care Australia to correct the information or make a complaint to LJ Care Australia Pty Ltd.

We do not disclose your personal information for any secondary purposes unless your consent has been given or as required by law, and we will not sell or license any personal information that we collect from you.

LJ Care Australia Pty Ltd retains the Intellectual Property (IP) rights related to scripts developed or any prescribed specifications developed for an individual product solution and is not required to supply this to you as such IP does not constitute Personal Information.

 

5. How your personal information is stored and secured

We take reasonable steps to protect your personal information from loss, misuse or unauthorized access by restricting access to the information in electronic format and by appropriate physical and communications security.

If a substantial data breach has or may have occurred (for example, your personal information was shared with unauthorized persons) we will notify you as soon as is practicable.

We only keep your personal information for as long as it is required for the purpose for which it was collected or as otherwise required by law. We will take appropriate measures to destroy or permanently de-identity your personal information if we no longer need to retain it.  These measures may vary depending on the type of information concerned, the way it was collected and how it was stored.

 

6. Using our Website and Cookies

As with most websites, when you visit our website or use an application on our website, we may record anonymous information such as IP address, time, date, referring URL, pages accessed, and documents downloaded type of browser and operating system.

We also use “cookies”. A cookie is a small file that stays on your computer until, depending on whether it is a sessional or persistent cookie, you turn your computer off or it expires. Cookies may collect and store your personal information. You may adjust your internet browser to disable cookies. If cookies are disabled you may still use our website, but the website may be limited in the use of some of the features.

Our website may also contain links to or from other websites. We are not responsible for the privacy practices of other websites. This Privacy Policy applies only to the information we collect on our website. We encourage you to read the privacy policies of other websites you link to from our website.

 

7. Marketing and Opting Out

We may exchange your personal information between our related entities and so they can also assist in the marketing of our products and services to you.

We will only offer you products or services, where we reasonably believe that they could be of interest or benefit to you.

At the point we collect information from you, you may be asked to “opt in” to consent to us using or disclosing your personal information.  You will generally be given the opportunity to “opt out” from receiving marketing communications from us.  You may “opt out” from receiving these communications by clicking on an unsubscribe link at the end of an email or by contacting us with this request.

 

8. Accurate and up-to-date information

We take reasonable steps to ensure your personal information is accurate, up-to-date, and not misleading by updating its records whenever true and correct changes to the data come to its attention.

If you believe your information is incorrect, incomplete or not current, you can request that we update this information by contacting us via Get in touch option on our website or email us to info@ljcareaustralia.com.au

We will correct information we hold about you if we discover, or you are able to show to a reasonable standard, the information is incorrect. If you seek correction and we disagree that the information is incorrect, we will provide you with its reasons for taking that view.

We disregard information that seems likely to be inaccurate or out-of-date by reason of the time that has elapsed since it was collected or by reason of any other information in our possession.

 

9. Access to your personal information

We acknowledge that you have a general right of access to personal information concerning you, and to have inaccurate information corrected. You can access the personal information we hold about you by contacting us via email (info@ljcareaustralia.com.au) or calling 0402 032 632.

If access is refused to your personal information for reasons permitted by the Privacy Act, we will give you a notice explaining our decision to the extent practicable and your options.

To contact us please see contact details below. If you make an access request, we may ask you to verify your identity and put your request in writing for security reasons.  We may charge a reasonable administration fee to cover the costs of meeting your request. We will reply to your request for access within 30 days of notification by you.

 

10. Dealing with unsolicited information

We take all reasonable steps to ensure that all unsolicited information is destroyed or de-identified immediately.

 

11. Anonymity when dealing with us

Only where it practicable to do so, we may allow you the option not to identify yourself when dealing with us.

 

12. Collecting sensitive information

LJ Care Australia Pty Ltd does not collect sensitive information, unless it is specifically relevant and necessary for the purpose of our business activities and functions, and your consent is first obtained. All sensitive information that is collected is used in accordance with this Privacy Policy.

 

13. Government identifiers

We do not use tax file numbers or Medicare numbers to identify individuals.

For the purposes of identifying individual clients and working with specific programs we may collect and use personal identifiers for insurance we work with may supply personal information to supply goods and complete the transaction.

 

14. Transfer of ownership

As we develop our business, we might sell or buy businesses or assets. In the event of a corporate sale, merger, reorganization, dissolution or similar event, your Personal Information may be part of the transferred assets. You acknowledge and agree that any successor to or acquirer of our business (or its assets) will continue to have the right to use your Personal Information in accordance with the terms of this Privacy Policy.

 

15. Email policy

All emails and any attachments are confidential. They may contain legally privileged information or copyright material. You should not read, copy, use or disclose them without authorization of LJ Care Australia Pty Ltd. If you are not an intended recipient, please contact us at once by return email and then delete the original message and all copies. We do not accept liability in connection with computer virus, data corruption, delay, interruption, unauthorized access or unauthorized amendment. Please consider the environment before printing this email.
 

16. Complaints and disputes

If you have reason to believe that we have not complied with our obligations relating to your personal information under this Privacy Policy or under the Privacy Act, please refer any compliant to queries to our Privacy Officer (details below).

We will ensure your compliant is handled by our Privacy Officer in an appropriate and reasonable manner. Were necessary we may consult with our related entities and partners in order to deal with your complaint. A written notice of our decision regarding your complaint will be provided to you. If you are not satisfied with the outcome, then you may contact the Office of the Australian Privacy Commissioner:

Office of the Australian Information Commissioner
Website: www.oaic.gov.au
Phone: 1300 363 992

 

17. Who should you contact for further information?

Please refer any queries or complaints about our Privacy Policy or privacy issues via Get in touch option on our website, emailing to info@ljcareaustralia.com.au or calling 0402 032 632

As an Essential Service provider LJ Care Australia Pty Ltd is open for business and our priority is to ensure our services remain uninterrupted.

CONTINUITY OF SERVICE

As a supplier of health care, medical equipment and other products to our customers LJ Care Australia Pty Ltd is open for business.

Our priority is to ensure our services remain uninterrupted. We have enforced strict segregation policies to reduce any risk to our business operations.

• We can be contacted via email, phone and website enquiries
• Our delivery services continue to operate as per normal

HEALTH & SAFETY 

The health, safety and well-being of our staff, customers, healthcare professionals, suppliers and communities are our highest priority. In response to the COVID-19 pandemic, we have increased our vigilance and implemented strict protocols and protective measures as detailed below:

• All our facilities are undergoing regular and professional cleaning.
• Staff who have been out of the country will be subject to 14 days self-isolation and required to work from home
• Our staff, they vehicles and our offices have supplies of hand sanitizers, relevant PPE and cleaning equipment.

INVENTORY & SUPPLY

As an integral part of Australia’s healthcare equipment supply chain, we remain open for business. We have large stock holdings in our warehouse to fulfill orders and to ensure the service we provide the Healthcare sector is not interrupted.

We appreciate this situation is unprecedented and changing by the day. We will provide updates in the event of changes to our policies; however, we also recommend you are guided by information provided by the Australian Government Department of Health 

https://www.health.gov.au/news/health-alerts/novel-coronavirus-2019-ncov-health-alert or by calling 1800 020 080.

This phone service operates 24 hours a day, 7 days a week.

In the meantime, please do not hesitate to contact us as per below options

P          0402 032 632

E          info@ljcareaustralia.com.au

W         www.ljcareaustralia.com.au

Publish Date December 2020 (updated March 2022)                                                                                                                                              

PRODUCT WARRANTY

Thank you for choosing LJ Care Australia Pty Ltd

Any claim under this warranty must be made within the warranty period of 12 months from the date of purchase of the product.

To make a claim under the warranty please email info@ljcareaustralia.com.au and provide proof of purchase.

 

WARRANTY SHALL BE VOID FOR THE FOLLOWING REASONS:

1. Inability to provide proof of purchase
2. Plumbing products not installed by a licensed plumber.
3. Electrical products not installed by a licensed electrician.
4. Product not installed to relevant local, national and state regulations.
5. Product used for incorrect applications, non – potable water, etc.
6. Fitting of non-approved flow controllers in tap bodies of end of line devices.
7. Damage to product and / or components due to exposure to caustic or corrosive substances or environments.
8. Fitting of other devices to the outlet.
9. Damage by adhesives or sealants, etc.
10. Any damage which arises from installation or post installation use.
11. Items installed with visible damage. Please thoroughly inspect the item for damage prior to installation.
12. Mishandling and/or transport of products that leads to shattering or other damage.
13. Failure to observe the manufacturer’s care and cleaning instructions.
14. Failure to clean and replace outlet aerator inserts, etc.
15. Service or repairs with non-standard replacement parts previously undertaken without written approval.

 

This warranty is given by LJ Care Australia Pty Ltd        

ABN: 33 665 589 177

Campbelltown NSW 2560

Mobile: 0402 032 632

Email: info@ljcareaustralia.com.au

Should you wish to return a product please email using BOOK a RETURN option within 5 days from the date your order was shipped or delivered. 

In accordance with the Department of Fair Trading we are not required to accept return of an item due to change of mind or incorrect choice however we assess each request on a case by case scenario.

If we choose to accept return of the item a restocking fee of 25% of the item price may be applied. The goods must be unused, undamaged and in perfect condition. The original postage price will not be refunded.

If the product comes in a specific box, we request that you do not affix any labels or tape to the box and that you wrap the box before sending it back to us.  Note however, you are not required by law to return the goods in original packaging. 

You are required to source your own delivery of the product back to us. We recommend you use a service which provides you with proof of delivery. Once the item is returned you will be refunded within 7 working days less the original freight cost and any restocking fees.

If you are requesting an exchange of a product you will be required to pay the freight cost of shipping this product to you.

PLEASE NOTE: For Health and Hygiene reasons we do not accept returns or refunds on any of the following types of products unless they are faulty and within warranty:

• Bathroom, shower and toilet aids including urinals and bed pans
• Daily living aids that may come into contact with the mouth or body
• Cushions and covers
• Slings
• Mattresses and mattress overlays

 Custom made orders are non-refundable.

To find out more about your consumer rights, please click on this link to visit the Department of Fair Trading website

At LJ Care Australia Pty Ltd we do our best to deliver top quality products and exceptional service.

We welcome your feedback and suggestions and like to hear about how we can make a positive contribution to your life.

We also welcome your feedback if you feel we have let you down and you wish to make a complaint.

Our complaints process is as follows:

NOTE: If you bought one of our products from another provider, please contact that provider. This process is only for participants who have bought from us directly.

• If you buy one of our products directly from us, you can make a complaint by:
  • Contacting us via the Get in touch (ljcareaustralia.com.au)
  • Emailing us to info@ljcareaustralia.com.au
  • Calling us on 0402 032 632

Once you have made your complaint, we will do everything we can to resolve it as soon as possible. We will contact you and let you know how we have dealt with your complaint.

You can also make a complaint anonymously, just ask when you email or call and we won’t record any of your personal information. Just remember though, if you make it anonymous, we can’t get back in contact with you to tell you how we’ve dealt with your complaint.

Information for NDIS Participants

LJ Care Australia Pty Ltd is a registered NDIS Provider providing healthcare and rehabilitation equipment to aged people as well as people with disabilities.

This information is for NDIS Participants who buy direct from us by email, over the phone or via this website.

 

Providing Feedback or Making a Complaint

At LJ Care Australia Pty Ltd, we do our best to deliver top quality products and exceptional service.

We welcome your feedback and suggestions and like to hear about how we can make a positive contribution to your life.

We also welcome your feedback if you feel we have let you down and you wish to make a complaint.

Our complaints process is as follows:

NOTE: If you bought one of our products from another provider, please contact that provider. This process is only for participants who have bought from us directly.

• If you buy one of our products directly from us, you can make a complaint by:
  • Contacting us via those links Get in touch (ljcareaustralia.com.au) or Feedback (ljcareaustralia.com.au)
  • Emailing us to info@ljcareaustralia.com.au and request a copy of NDIS feedback and complaint form
  • Calling us on 0402 032 632

You can get a parent, carer or advocate to make a complaint on your behalf.

Once you have made your complaint, we will do everything we can to resolve it as soon as possible. We will contact you and let you know how we have dealt with your complaint.

You can also make a complaint anonymously, just ask when you email or call and we won’t record any of your personal information. Just remember though, if you make it anonymous, we can’t get back in contact with you to tell you how we’ve dealt with your complaint.

If you are not happy with how we dealt with your complaint, you can lodge your complaint with the NDIS Commissioner.

You can also click on this link Feedback and complaints | NDIS to download complaint form and submit directly to NDIS via:

• Email: feedback@ndis.gov.au
• Post: National Disability Insurance Agency, GPO Box 700, Canberra ACT 2601
• Drop it off personally to National Disability Insurance Scheme office

Offices and contacts in your area | NDIS

LJ Care Australia Pty Ltd is committed to minimizing the potential risk of harm to people through analyzing, managing, reporting and the ongoing monitoring of incidents.

LJ Care Australia Pty Ltd acknowledges that effective management and review of incidents both minimizes risk and improves quality of service provision.

PURPOSE

This NDIS Incident management procedure is in place to comply with the requirements under the National Disability Insurance Scheme (Incident Management and Reportable Incidents) Rules 2018 in a relevant and proportionate manner based on the scope and complexity of support we deliver and the size and scale of our organization. Any changes in our provisions of support or the size and scale of our organization will be reflected in our Incident Management and Reporting policy and procedure  

Refer: Incident Management Systems Detailed Guidance for Registered NDIS Providers June 2019

Incidents involving NDIS participants

DEFINITION

Incident:

An incident is defined as an act, omission, event or circumstance. It may mean any of the following:

• Acts, omissions, events or circumstances that occur in connection with providing NDIS supports or services to a person with disability and have, or could have, caused harm to the person with disability
• Acts by a person with disability that occur in connection with providing NDIS supports or services to the person with disability and which have caused serious harm, or a risk of serious harm, to another person
• Reportable incidents that have or are alleged to have occurred in connection with providing NDIS supports or services to a person with disability.
• Form: Reportable Incident - Immediate Notification | NDIS Quality and Safeguards Commission (ndiscommission.gov.au)

Where an incident involves an NDIS participant, registered NDIS providers must comply with the incident management reporting requirements of the NDIS Quality and Safeguards Commission as outlined in the National Disability Insurance Scheme (Practice Standards – Incident Management and Reportable Incidents) Rules 2018 and guidance materials. Reportable incidents include worker misconduct. See also Home | NDIS Quality and Safeguards Commission (ndiscommission.gov.au)

Incident reporting supports the provision of high-quality services to clients through the full and accurate reporting of adverse events and subsequent analysis/investigation, to enable the development of actions and strategies to prevent reoccurrence.

Reportable incidents and time frame for notifying NDIS Commission:

Are serious incidents or alleged incidents that result in harm to an NDIS participant and occur in connection with NDIS supports and services. Specific types of reportable incidents include:

• The death of a person with a disability – 24 hours reportable time frame
• Serious injury of a person with a disability – 24 hours reportable timeframe
• Abuse or neglect of a person with a disability – 24 hours reportable timeframe
• Unlawful sexual or physical contact with, or assault of, a person with disability (excluding, in the case of unlawful physical assault, contact with, and impact on, the person that is negligible) – 24 hours reportable timeframe
• Sexual misconduct committed against, or in the presence of, a person with disability, including grooming of the person for sexual activity – 24 hours reportable timeframe
• the use of a restrictive practice in relation to a person with disability if the use is not in accordance with a required state or territory authorization and/or not in accordance with a behavior support plan – 5 business days reportable timeframe

It is the responsibility of LJ Care Australia Pty Ltd to:

• Collect the required information regarding incidents.
• Complete relevant reporting requirements to the relevant regulatory authority, including confirming categorization and classification of incidents (where relevant).
• Identify trends.
• Document actions undertaken, and actions planned, in response to the client incident and record on the client file.
• Maintain a client incident register that captures the minimum required information for reporting.
• Respond to follow-up requests from the relevant regulatory authority as appropriate.
• Reporting is required even when you have acted and responded to incidents in accordance with your own incident management system. Failure to report within the statutory timeframes is a contravention of the NDIS Act and could lead to infringement notices or other compliance actions.

Clients and their support team

• Should alert staff and / or management of an incident as soon as possible following the incident.
• Where possible will contribute to the completion of the incident report form.
• Will be supported to engage with the NDIS Commission or any other regulatory or (police) body where necessary.
• Will be supported to engage and alternative provider if requested.
• (Note: The subject of the allegation for these incidents may be anyone, including a worker, or a member of the public, as long as the incident occurred in connection with the provision of NDIS supports and services to the impacted person with disability).

Staff

Are responsible for implementing this policy/procedure when necessary
Will receive relevant training
Will alert management of all incidents that are brought to their attention or are identified or observed by them
Will support our clients to report an incident when necessary
Will be responsible for implementing any changes to prevent incident

Immediate response

This involves ensuring the immediate safety, health and wellbeing of the client and other involved parties, obtaining medical attention, notifying NSW Police and other emergency services as appropriate, notifying relatives, cares, friends or advocates as appropriate, preserving evidence, accessing specialist victim and support services as required and contacting the nominated key support person. It also means taking any remedial action necessary to re-establish a safe environment.

LJ Care Management will ensure that when allegations involving staff from another service provider are reported to them, this information will be passed on to the other service provider as soon as practicable to ensure the safety of clients and staff. LJ Care Australia Management will ascertain and make initial contact with the relevant senior management representative of the service provider as soon as possible and then forward a PDF, de-identified copy of the LJ Care Australia Pty Ltd Incident report when completed. LJ Care Australia Pty Ltd will seek to ensure a collaborative and open information sharing and corrective action approach, as appropriate, to enable a timely and effective resolution of the incident within the bounds of confidentiality and privacy legislative and regulatory requirements.

Procedure

• The health and well- being of all persons involved in the incident will be assessed immediately.
• Appropriate emergency aid will be applied including calling emergency services if necessary.
• Once the situation is stable, an incident report form would be completed within no later than 24 hour of the incident or the notification of the incident.
• Management will be alerted immediately.
• In the case of a Reportable Incident, the Client Services Manager or Manager of NDIS Service Provider would contact the NDIS Commission within 24 hours.
• Relevant documentation will be submitted to the NDIS Commission in accordance with time frames (5 days) and in keeping with Privacy legislation.
• Support and assistance will be provided to the impacted person of an incident (including information about access to advocates and supports), to ensure their health, safety, and wellbeing.
• The impacted person will be asked to provide feedback and input into assessments, investigations and any corrective actions proposed or taken (where appropriate).
• Support will be provided to the client to engage with the NDIS Commission when appropriate.
• All possible cooperation will be provided to the NDIS Commission and any other investigating body.
• Any relevant prevention strategies will be implemented immediately.
• An internal investigation of the incident will be completed.
• Any and all cooperation with the NDIS Commission and any other bodies will be provided.
• Supports to the client may be ongoing throughout the resolution process.
• Support to engage an alternative provider will be given if requested by the client
• A review of the process will take place following resolution.
• The use of a restrictive practice in relation to a person with disability, other than where the use is in accordance with an authorization (however described) of a State or Territory in relation to the person or a behavior support plan of the person.

What is a client Incident?

An event or circumstance that occurred during service delivery, which resulted in harm or has the potential to harm a client.

This includes both major impact incidents and non-major impact incidents. It also includes data breaches which are also required to be reported to the Office of the Australian Information Commissioner. The notification to the Commissioner should be made through the Notifiable Data Breach form.

(Note that this excludes incidents that affect staff or members of the public that do not have an impact on a client. Refer to Staff Incident / Injury Reporting procedure (OHS) and Incident Investigation Procedure (OHS) for the management and reporting of these incidents).

TYPES OF INCIDENTS

There are 2 categories of reportable incidents:

MAJOR IMPACT

Major Impact incidents are the most serious incidents that can occur at our service and must be reported within 24hrs.

WHAT IS A MAJOR IMPACT INCIDENT?

• The unanticipated death of a client.
  Severe physical, emotional or psychological injury or suffering which is likely to cause ongoing trauma.
• A pattern of incidents related to one client which, when taken together, meet the level of harm of a client defined above. This may be the case even if each individual incident is assessed as a non-major impact incident.
• In addition, certain incident types are always required to be reported as major impact incidents – for example, allegations of physical or sexual abuse.

REPORTING MAJOR IMPACT INCIDENTS

1. The employee present will call the Client Services Manager who will also assist the employee to complete the incident report.
2. The incident report is saved in the client’s electronic file.
3. LJ Care Australia Pty Ltd may be in contact by relevant authorities to follow up on the incident and ensure further investigations or reviews are taking place.
4. An Incident Report may include personal information from a third party, that is, someone who is not a client or employee but perhaps witnessed or was involved in an incident. Where this occurs, the Privacy Policy in relation to collecting information from third parties will apply.

NON-MAJOR IMPACT

Non-Major Impact incidents involve events where the impact of the harm is determined to be less than a Major Impact.

WHAT IS A NON-MAJOR IMPACT INCIDENT?

• Incidents that cause physical, emotional or psychological injury or suffering, without resulting in major impact as defined above.
• Impacts to the client which do not require significant changes to care requirements, other than short-term interventions. For example, first aid, observation, talking interventions or short-term medical treatment.
• Incidents that involve a client but result in minimal harm.
• Incidents that do not otherwise meet the criteria for ‘major impact’ above.

REPORTING NON-MAJOR IMPACT INCIDENTS

1. The employee will raise the incident report which will be sent to the Client Service Manager.
2. The incident report will be reviewed by the Client Services Manager or delegated authority within 2 working days and will be logged in the client incident register within 5 days of LJ Care Australia Pty Ltd becoming aware of the client incident.
3. The incident report will be safety stored.
4. Client Services Manager or delegated authority will review all non-major impact incidents for the month and submit them through for review by the divisional office in aggregate, by the 5th day of each month.
5. LJ Care Australia Pty Ltd may be contacted by Client Service Manager or other authorities to follow up on the incident and ensure further investigations or reviews are taking place.

Management of Investigation including:

1. Each investigation should have an overall planning process and written plan
2. The investigation should adopt a client centered and rights-based approach
3. The investigation should abide by the standard’s principles of good investigations including procedural fairness, confidentiality & privacy, use of appropriate interview techniques; and
4. The finalization of the investigation with a report that clearly sets out the findings and the foundations for them.

3. Once complete the investigation manager should prepare a response plan. These responses will be logged and confirmed once completed.
4. LJ Care Australia Pty Ltd may choose to review the incident that was investigated after the investigation is complete.
5. A person may request a review of the decision to substantiate a finding of the investigation within 14 working days of parties being notified of the outcome of the investigation.
6. LJ Care Australia Pty Ltd will appoint a lead decision reviewer who will undertake the review in accordance with the Client Incident Management Guide.
7. Once the case review has been finalized or delegated authority signs off on the case review and it is saved to the client file. A copy of the review can be provided on request.
8. Determined actions must be logged against the incident and the findings must be communicated to interested parties.
9. A Root Cause Analysis (RCA) review must be logged with within 60 working days of receiving confirmation of the review action. LJ Care Australia must maintain a copy of all reports, risk reduction action plans and outcomes achieved.

REVIEWING INCIDENTS

Every Major Impact Incident requires a review.

An incident review is an analysis of an incident to identify what happened, determine whether an incident was managed appropriately, and to identify the causes of the incident and subsequent learnings to apply to reduce the risk of future harm.

There are two types of incident review that are required:

Case review – a review led by the service provider following a client incident to identify what happened and any process and system issues. This is a less structured and resource-intensive review than a root cause analysis review.

Root cause analysis (RCA) review – a structured review process for identifying the basic or causal factor(s) that underlie an incident, to facilitate learning from that incident. It requires trained staff and appropriate resourcing and time, and therefore is only required in certain defined cases.

UNDERTAKING REVIEWS

• A senior manager will review the incident to determine if service systems or processes were a significant causal factor.
• The senior manager will determine in writing if it is recommended if the review will be an RCA or Case Review.
• A case review should be initiated within 72 hours after receiving confirmation of appropriate review action from the divisional office. The review must be completed within 21 working days. The minimum requirements of a case review are set out in the Client Management Guide.
• An RCA review must be completed within 60 working days of receiving notification from the Divisional office that it will be required. An RCA review is a structured process and should be carried out in accordance with the Client Incident Management Guide.

Failure to provide advance notice of cancellation will result in losing a service and fee will apply. Client must communicate with our office (info@ljcareaustralia.com.au), call us on (0402 032 632) or any of our contractors to cancel or reschedule they visit by 10:30 AEST the day prior.
Apart from the client’s failure to provide notice, we reserve the right to charge the client $100 plus GST cancellation fee for inaccessible properties, lack of running water or electricity and poor working condition that threaten the health and safety of our crew as well as any verbal or physical abuse shown toward our crew.

Last minute cancellation due to emergency will be considered without penalty. 
Failure to respond to any of our communications prior to the cleaning appointment will automatically lead to its cancellation. Clients must be responsible for their appointments schedule and obligations.

In the event that our team cancels an appointment due to various constrains in time, staffing or equipment availability the client won’t be charge any fees and appointment will be reschedule for another time.

An OHS surcharge equal to 50% of the visit price, will apply if there are any objects are left on the bedroom, bathroom, toilet, laundry or kitchen floor and our worker will have to spend additional time to remove them.

If extra time is required to clean up, please email us (info@ljcareaustralia.com.au) or call us on (0402 032 632) to reschedule your visit by 5 pm AEST the day prior.

Failure to provide advance notice (24 hours) of cancellation to us or any of our contactors will result in losing a service and fee will apply. Client must communicate with our office (info@ljcareaustralia.com.au), call us on (0402 032 632) or office of any of our contractors to cancel or reschedule they visit by 10:30am AEST the day prior.
Apart from the client’s failure to provide notice, we reserve the right to charge cancellation fee of $100 plus GST for inaccessible properties and poor working condition that threaten the health and safety of our crew as well as any verbal or physical abuse shown toward our crew.

Last minute cancellation due to emergency will be considered without penalty. Failure to respond to any of our communications prior to the mowing appointment will automatically lead to its cancellation. Clients must be responsible for their appointments schedule and obligations.

In the event that our team cancels an appointment due to various constrains in time, staffing or equipment availability the client won’t be charge any fees and appointment will be rescheduled for another time.

Health & Safety Notice: Toxic parasites from animal droppings are easily passed through skin and airways while gardeners are working and is a health hazard to gardeners. Leaving hard litter (glass, hard rubbish or objects) within long grass can also damage expensive equipment and cause injury.

An OHS Surcharge equal to 50% of the visit price, will apply if there are animal droppings or hard litter left in the lawns and our worker will have to spend time to clean it.

If extra time is required to clean this up, please email us (info@ljcareaustralia.com.au), call us on (0402 032 632) or discuss with our contactors to reschedule your visit by 5 pm AEST the day prior.

Please alert us of piping or fixed objects in the yard e.g. sprinkler systems, piping. Responsibility cannot be taken for damage to fixed objects that were not brought to our attention prior. If there is a car parked near your nature strip or yard, the gardener may not whipper snip around this area to minimize any risk of damage. 

Any pets must be kept indoors or kept in an enclosed space separate to the lawn, so that our gardeners can work safely and efficiently.

All green waste will be placed in client’s bin. If bin is not available all green waste will be bagged and left at client’s property. If the green waste will be required to be removed and disposed additional charges will apply.

Failure to provide advance notice of cancellation will result in losing a service and fee may apply. Client must communicate with our office (info@ljcareaustralia.com.au) or call us on (0402 032 632) to cancel or reschedule they visit by 10:30am AEST the day prior.
Apart from the client’s failure to provide notice, we reserve the right to charge cancellation fee of $100 plus GST for inaccessible properties and poor working condition that threaten the health and safety of our crew as well as any verbal or physical abuse shown toward our crew.

Last minute cancellation due to emergency will be considered without penalty. 
Failure to respond to any of our communications prior to the appointment will automatically lead to its cancellation. Clients must be responsible for their appointments schedule and obligations.

Failure to respond to any of our communications prior to the appointment will automatically lead to its cancellation. Clients must be responsible for their appointments schedule and obligations.

In the event that our team cancels an appointment due to various constrains in time, staffing or equipment availability the client won’t be charge any fees and appointment will be reschedule for another time.