Terms & Conditions

Last updated: 11 August 2026

1. About these terms

These terms apply to your use of the Keana Care website and to enquiries made through it. Keana Care (ABN 42 701 225 416) operates this website. By using it, you agree to these terms.

Where we deliver supports to you, a separate written service agreement will set out the specific services, hours, rates and cancellation terms that apply. If there is any inconsistency, your service agreement takes precedence over these website terms.

2. Information on this website

The content on this website is general information only. It is not medical, clinical, legal or financial advice, and it should not be relied on as a substitute for professional advice about your individual circumstances.

We take care to keep the site accurate and current, but we do not guarantee that all content is complete or error-free. Service availability, rates and inclusions may change.

3. Enquiries and referrals

• Submitting the referral form is an enquiry, not a booking. No supports commence until we confirm in writing.
• You must provide accurate information. Incorrect or incomplete details may delay or prevent us from arranging support.
• If you are referring another person, you confirm you have their consent (or lawful authority) to share their details with us.
• Acceptance of any referral is subject to worker availability, location, and our capacity to meet the person's needs safely.

4. Service agreements

Before supports begin, we will agree with you in writing on:

• The services to be delivered and the agreed schedule.
• The hourly rates or fees that apply, including any weekend, public holiday or overnight rates.
• How invoices are issued and paid, according to your funding arrangement.
• Notice periods for changes, cancellations and ending the agreement.

5. Scheduling, cancellations and changes

• Please give us as much notice as possible if you need to change or cancel a booked shift. Notice periods and any short-notice cancellation fee will be set out in your service agreement.
• If we need to change or cancel a shift, we will notify you as early as we can and offer a replacement worker or an alternative time where possible.
• We may reschedule supports where required for the safety of a client or a support worker.

6. Fees and payment

• Plan-Managed — invoices are sent directly to your nominated plan manager.
• Self-Managed — itemised invoices are sent to you for payment by the due date shown.
• Private Pay — rates are quoted upfront and invoiced according to the agreed schedule.

Rates may be reviewed from time to time. We will give you reasonable written notice before any change takes effect.

7. Your responsibilities

To help us deliver safe, respectful supports, we ask that you:

• Provide a safe working environment for support workers, including reasonable access to the home.
• Tell us about any risks, changes in health, or changes in circumstances that affect your supports.
• Treat our staff with courtesy and respect. We do not tolerate abuse, harassment, discrimination or threats toward our workers.
• Pay invoices, or ensure they are paid by your plan manager, by the due date.

8. Our responsibilities

• Deliver supports respectfully, safely and in line with your agreed plan.
• Engage support workers who hold a current national police check and current First Aid certification.
• Respect your privacy, dignity, culture and right to make your own decisions.
• Handle feedback and complaints fairly and promptly.
• Maintain appropriate insurance for the services we provide.

9. Ending a service agreement

You may end your service agreement by giving the notice set out in that agreement. We may end an agreement where we can no longer meet your needs safely, where there is a serious risk to a worker, or where fees remain unpaid after reasonable reminders. Wherever possible we will help you transition to an alternative arrangement.

10. Intellectual property

All content on this website — including text, layout, graphics and the Keana Care name and logo — is owned by or licensed to Keana Care. You may view and print pages for your own personal use, but you may not reproduce, republish or commercially exploit them without our written permission.

11. Third-party links

This site may link to third-party websites. We do not control those sites and are not responsible for their content, accuracy or privacy practices.

12. Liability

Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded. To the extent permitted by law, our liability for any claim relating to this website or our services is limited to re-supplying the relevant service or paying the cost of having it re-supplied.

13. Governing law

These terms are governed by the laws of New South Wales, Australia, and you submit to the non-exclusive jurisdiction of the courts of that State.

14. Contact

Keana Care — ABN 42 701 225 416
Phone: +61 435 956 531
Email: info@keanacare.com.au
Address: 17B Parkveiw Pde, Redcliffe WA 6104

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