CAURA PTY LTD. COMMONWEALTH HOMESUPPORT PROGRAM (CHSP)

CHSP PROVIDER

Provider: Caura Pty Ltd

ABN: 75 632 830 865

Address: Shop 3/203 Birdwood Road, Georges Hall, 2198

PO Box: 211 Georges Hall NSW 2198

CLIENT DETAILS

Please take care to enter the details as they are shown on the My Aged Care Portal

Please read carefully the terms and conditions below. If you need assistance with anything please call our friendly staff in the office on (02) 8124 8554

1. DEFINITIONS

In this Agreement, unless the context otherwise requires:

• "Agreement" means this Service Agreement including all schedules and appendices;
• "Aged Care Act" means the Aged Care Act 2024 (Cth) and related subordinate legislation;
• "Business Day" means a day that is not a Saturday, Sunday, or public holiday in New South Wales;
• "Client" means the individual receiving Services under this Agreement and, where relevant, their authorised representatives;
• "Contribution Fees" means the amounts payable by the Client to Caura as a contribution toward the cost of Services;
• "Force Majeure Event" has the meaning given in clause 16;
• "Immediate Termination Event" has the meaning given in clause 14(c);
• "Services" means the domestic assistance, home maintenance, and any related services provided by Caura as agreed with the Client;
• "Transition Arrangements" means any limited, reasonable support provided by Caura to enable continuity of care following termination of Services;
• "Work Health and Safety Legislation" means the Work Health and Safety Act 2011 (NSW) and associated regulations.

2. PURPOSE AND SCOPE

This Agreement outlines how Caura will provide CHSP Services to the Client in accordance with the Aged Care Act 2024, CHSP 2025-27 Manual, and applicable legislation.

Eligibility Requirements:

1. Valid My Aged Care assessment confirming CHSP eligibility;
2. My Aged Care ID (Caura will assist the Client in obtaining this if needed)

3. CLIENT RIGHTS AND PROTECTIONS

3.1 Key Rights

The Client has the right to:

1. Make choices about their care and Services;
2. Be treated with dignity and respect in a culturally safe manner;
3. Express opinions and be heard;
4. Make complaints without fear of reprisal;
5. Have their privacy protected;
6. Access advocates and maintain social connections.

3.2 Protection from Harm

The Client has the right to be free from violence, abuse, neglect, and discrimination.

3.3 Complete Rights Statement

See Appendix A for the full Statement of Rights under the Aged Care Act 2024.

4. SERVICES PROVIDED

4.1 Domestic Assistance

• General house cleaning;
• Linen services (washing, folding, changing);
• Unaccompanied shopping (delivered to home).

4.2 Home Maintenance

• Minor maintenance and repairs;
• Gardening services;
• Safety enhancements and accessibility upgrades.

4.3 Service Delivery Philosophy

All Services are delivered using a wellness and reablement approach focused on helping the Client achieve their goals and maintain independence.

5. WELLNESS AND REABLEMENT APPROACH

5.1 Our Philosophy

Caura works with the Client, not for the Client, building on the Client's strengths and focusing on what the Client can do.

5.2 Goal-Focused Delivery

1. Help the Client achieve goals outlined in their support plan;
2. Encourage the Client's active participation in service delivery;
3. Focus on maintaining and improving the Client's independence;
4. Provide time-limited support when appropriate (typically 12 weeks).

5.3 Client Role

Caura encourages the Client to participate actively in planning and working towards their goals.

6. ONGOING CARE DISCUSSIONS AND MONITORING

6.1 Regular Discussions

Caura will have ongoing conversations with the Client about:

1. Progress towards the Client's goals;
2. Whether Services are meeting the Client's needs;
3. Any changes in the Client's circumstances or requirements;
4. Service effectiveness and satisfaction.

6.2 Frequency of Reviews

1. Formal reviews: At least every 12 months (mandatory);
2. Ongoing discussions: During regular service visits;
3. Additional reviews: When the Client's needs change or the Client requests them.

6.3 Monitoring Care

Caura continuously monitors:

1. The Client's circumstances and changing needs;
2. The Client's home environment for safety;
3. Service appropriateness and effectiveness;
4. Progress towards the Client's agreed goals.

6.4 Documentation

Caura records review outcomes in the Client's My Aged Care record and Caura's internal systems as required.

7. SUPPORT PLAN REVIEWS

7.1 When Caura Requests Reviews

Caura will request a Support Plan Review when:

1. The Client's care needs change significantly;
2. The Client's informal support (family/friends) changes;
3. The Client has completed time-limited reablement services;
4. Either party identifies need for different Services.

 7.2 Review Process

1. Caura submits detailed requests through the My Aged Care Portal;
2. Reviews may result in no change, service adjustments, or new assessments;
3. The Client can request a review at any time.

8. SERVICE FEES AND PAYMENTS

8.1 Service Contributions

1. Domestic Assistance: $17 per 2-hour service;
2. Gardening: $35 per session;
3. Minor Maintenance: $35+ (depending on task and materials);
4. Shopping: $17 service fee plus grocery costs.

8.2 Payment Terms

1. Monthly billing in arrears;
2. Payment due within 30 days;
3. Payment methods: Bank transfer, online, phone.

8.3 Hardship Support

No Client is denied Services due to inability to pay. Hardship support is available - the Client should contact Caura to discuss circumstances in more detail.

8.4 Fee Reviews

Contribution Fees may be reviewed annually with 30 days' notice.

8.5 Refunds and Prepaid Fees

1. Any prepaid Contribution Fees for Services not yet delivered will be refunded, less any reasonable costs incurred up to the termination date;
2. Contribution Fees are otherwise non-refundable.

9. SCHEDULING AND CANCELLATION

9.1 Scheduling

Caura makes a good faith effort to arrange regular, consistent service times based on the Client's preferences and staff availability. Where we are not able to find staff, we may place the client on a wait list until we are able to provide service in the future. 

9.2 Cancellation Policy

1. Client cancellations: 24 hours' notice required;
2. Late cancellations: 90% fee may apply for less than 24 hours' notice;
3. Provider cancellations: Maximum notice provided for rescheduling.

10. COMPLAINTS AND FEEDBACK

10.1 Right to Complain

The Client can make complaints without fear of negative consequences.

10.2 How to Register a Complaint

Internal:

1. Contact Caura directly: (02) 8124 8554 or hello@cauraagedcare.com.au

External:

1. My Aged Care: 1800 200 422;
2. Aged Care Quality and Safety Commission: 1800 951 822;
3. Older Persons Advocacy Network (OPAN): 1800 700 600.

10.3 Complaint Process

Caura acknowledges complaints within 24 hours and provides fair, prompt resolution.

11. THIRD PARTY WORKS AND INDEMNITY

11.1 Exclusive Service Arrangements

The Client acknowledges that all works, repairs, modifications, or services related to or arising from CHSP service delivery shall be performed exclusively by Caura or its authorised agents, contractors, or subcontractors.

11.2 Prohibition on Third Party Engagement

The Client must not, without Caura's prior written consent, engage any third party to perform works that:

1. relate to, arise from, or are connected with CHSP service delivery;
2. concern any matter, incident, or issue occurring during or as a result of CHSP Services;
3. affect premises, property, or equipment where CHSP Services are delivered.

11.3 Client Indemnity

Where the Client engages third parties in contravention of this clause, the Client:

1. assumes sole liability for all costs, expenses, and consequences;
2. indemnifies and holds harmless Caura from any claims, demands, or liability arising therefrom;
3. waives any right to seek contribution, reimbursement, or compensation from Caura.

11.4 Notification and Assessment Rights

The Client must immediately notify Caura of any incident, damage, or issue arising during service delivery and permit Caura reasonable opportunity to assess and address such matters through its own processes and contractors.

12. PRIVACY AND DATA COLLECTION

12.1 Information Use

Caura collects the Client's personal information to deliver Services, meet reporting requirements, and comply with legislation.

12.2 AI Assisted Technologies

Caura reserves the right to utilise AI-assisted and generative technologies to enhance administrative processes, service delivery efficiency, and client outcomes, while maintaining compliance with Commonwealth privacy and data protection requirements.

12.3 Government Reporting

Caura reports de-identified service information through the Data Exchange (DEX) system monthly. The Client's My Aged Care ID is collected and reported in encrypted format.

12.4 Data Exchange Consent

See Appendix B for detailed Data Exchange privacy information and consent requirements.

12.5 Client Rights

The Client can access, correct, or request information about how their data is used.

13. PROVIDER RESPONSIBILITIES

13.1 Service Standards

Caura will:

1. deliver Services professionally and respectfully;
2. ensure staff are appropriately trained and qualified;
3. maintain service quality and safety standards;
4. apply wellness and reablement approaches;
5. help the Client achieve their support plan goals.

13.2 Safety and Quality

Caura complies with all quality standards, Work Health and Safety Legislation, and maintains emergency preparedness.

13.3 Record Keeping

Caura maintains accurate records and updates the Client's My Aged Care information as required.

14. CLIENT RESPONSIBILITIES

The Client agrees to:

1. provide accurate information about their needs;
2. maintain My Aged Care eligibility and assessment currency;
3. communicate changes in circumstances;
4. create a safe environment for service delivery;
5. treat Caura's staff with courtesy and respect;
6. participate in care planning and goal setting where possible.

15. GENERAL INDEMNITY

15.1 Client Indemnity

The Client agrees to indemnify and hold harmless Caura, its employees, and contractors from and against any claims, liabilities, losses, damages, costs, or expenses (including reasonable legal fees) arising out of or in connection with:

1. the Client's failure to provide a safe working environment or comply with reasonable safety instructions;
2. damage to property or injury to persons caused by the Client's negligence, misconduct, or breach of this Agreement;
3. claims by third parties arising from the Client's conduct.

15.2 Limitation on Indemnity

This indemnity does not apply to the extent that any claim arises from Caura's own negligence, wilful misconduct, or breach of law.

16. FORCE MAJEURE

16.1 Force Majeure Events

Caura will not be liable to the Client for any failure or delay in providing Services, or for any loss or damage (including indirect or consequential loss), where such failure, delay, or loss is caused or contributed to by a Force Majeure Event beyond Caura's reasonable control.

16.2 Definition of Force Majeure Event

A Force Majeure Event includes (without limitation) natural disasters, fire, flood, adverse weather, epidemic, pandemic, industrial disputes, government restrictions or directions, power or communications failures, or any other cause outside Caura's reasonable control.

16.3 Effect of Force Majeure

1. Where a Force Majeure Event occurs, Caura's obligations will be suspended for the duration of the event and will resume once the event ceases or its effects are reasonably mitigated;
2. Caura will take reasonable steps to minimise the impact and notify the Client where practicable.

16.4 Payment Obligations Continue

Nothing in this clause excuses or delays the Client's obligation to pay any fees, charges, or other amounts due or becoming due under this Agreement.

17. LIMITATION OF LIABILITY

To the extent permitted by law, Caura's liability for any claim arising under this Agreement is limited to the amount of Contribution Fees paid by the Client in the 3 months prior to the event giving rise to liability.

18. DISPUTE RESOLUTION

18.1 Good Faith Resolution

The parties must attempt to resolve disputes in good faith.

18.2 Mediation Requirement

Where a resolution is not reached within 14 days, the parties must participate in mediation before commencing formal complaints or litigation.

19. COMPLIANCE ASSURANCE

Nothing in this Agreement limits Caura's statutory obligations under the Aged Care Act 2024, the Work Health and Safety Act 2011 (NSW), or any applicable legislation.

20. TERMS AND CONDITIONS OF SERVICE

20.1 Duration

This Agreement runs until 30 July 2027 unless terminated earlier.

20.2 Termination by Either Party

Either party may terminate this Agreement with 28 days' written notice. Outstanding Contribution Fees must be settled prior to termination.

20.3 Immediate Termination by Provider

Caura may terminate this Agreement immediately without notice if the Client:

1. engages in violent, threatening, or abusive conduct toward staff, contractors, or other persons;
2. creates conditions that pose an immediate risk to health and safety that cannot be reasonably mitigated;
3. commits a serious breach of this Agreement that fundamentally undermines the service relationship;
4. engages in conduct that would expose Caura to criminal or civil liability.

20.4 Termination with Warning

Caura may issue a written warning and terminate this Agreement with 7 days' notice if the Client:

1. repeatedly engages in demeaning, disrespectful, or unreasonably demanding conduct toward staff;
2. requests or demands Services that contravene Work Health and Safety Legislation, regulations, or Caura's safety policies;
3. fails to maintain a safe working environment despite reasonable requests;
4. breaches material terms of this Agreement following written warning;
5. engages in conduct that, while not warranting immediate termination, makes continued service delivery unreasonable or unsafe.

20.5 Warning Process

Where a warning is issued:

Caura will provide written notice specifying the conduct of concern;

the Client will have 7 days to address the conduct;

if the conduct continues or recurs, Caura may terminate immediately or with further notice as circumstances require.

20.6 Effect of Termination

Upon termination:

1. all Services cease from the effective date;
2. outstanding Contribution Fees remain payable;
3. Caura will assist with reasonable Transition Arrangements where safe to do so;
4. the Client's My Aged Care record will be updated to reflect service cessation.

20.7 No Prejudice

Termination under this clause does not affect either party's accrued rights or obligations, or Caura's obligation to comply with reporting requirements under the Aged Care Act 2024.

20.8 Variations to Agreement

This Agreement can only be modified in writing with both parties' signatures.

21. AGREEMENT ACCEPTANCE

21.1 Methods of Acceptance

The Client may accept this Agreement by either:

1. signing this Agreement; or
2. allowing Caura's staff to commence Services at the Client's premises.

21.2 Acceptance by Conduct

Acceptance by conduct shall be deemed as valid and enforceable as if this Agreement were signed in writing.

21.3 Client Acknowledgment

By accepting this Agreement, the Client acknowledges understanding of:

1. their rights under the Aged Care Act 2024;
2. Caura's ongoing care discussion and monitoring processes;
3. the complaints process and advocacy rights;
4. Caura's wellness and reablement approach;
5. data collection and reporting requirements.

REQUIRED CONSENTS

The following consents are mandatory to receive CHSP funded services from Caura. Regrettably we are unable to provide service if you do not consent.

Data Exchange (DEX) Information Sharing Notice

The Department of Health, Disability and Ageing (DoHDA) provides grant funding to Caura under the Commonwealth Home Support Program (CHSP). As a CHSP provider, we must report on the delivery of CHSP services to DoHDA via the Data Exchange (DEX), which is an IT system hosted by the Department of Social Services (DSS).

Your My Aged Care ID is required by law and will be collected and reported to the Data Exchange to monitor our compliance with funding conditions under the Aged Care Act 2024. This is not subject to your consent as it is a legal requirement

Authorised Delegate Signature:

Contribution Fees

Please note. Contribution fees for CHSP Services will be increasing from 1, December 2026. See contribution fee information below.

Service	Description	Amount	Details
Domestic Assistance (Ending: 30-11-2026)	House Cleaning Linen Services Unacompanied Shopping	$17 per 2 hour service ($8.50 / hour)	This price is in effect until and including November 30th 2026.
Home Maintenance (Ending: 30-11-2026)	Gardening Minor Home Maintenance & Repairs	$35 per Service	This price is in effect until and including 30 November, 2026.
Domestic Assistance (Starting: 1-12-2026)	House Cleaning Linen Services Unacompanied Shopping	$23 per 2 hour service  ($11.50 / hour)	New contribution fee for services beginning 1 December, 2026
Home Maintenance (Ending: 30-11-2026)	Gardening Minor Home Maintenance & Repairs	$38 per Service	New contribution fee for services beginning 1 December, 2026

Caura CHSP Services

• Phone: (02) 8124 8554
• Email: hello@cauraagedcare.com.au
• Website https://www.cauraagedcare.com.au/
• PO BOX 211 GEORGES HALL NSW, 2198

External Support

• My Aged Care: 1800 200 422
• Aged Care Quality Commission: 1800 951 822
• OPAN Advocacy: 1800 700 600
• Elder Abuse Helpline: 1800 353 374