Policy overview
Clear terms for using our website, forms and information
Bright Heart Co provides online information to help people understand our organisation, support pathways, participant information and ways to contact us. These terms apply to use of that information and our online contact pathways. Any participant service, price, schedule or responsibility is confirmed separately through the relevant service documentation.
Website information
General information to help you understand supports, not personal advice.
Separate service agreements
Your support is set out in a signed agreement, not on a web page.
Rights and responsibilities
Fair use of forms, accurate information and your consumer rights.
About this policy
These terms cover the website only. If they ever differ from a signed service agreement, the service agreement applies to your supports.
Bright Heart Co policy
Bright Heart Co Terms & Conditions
These Terms & Conditions explain how information, enquiries, referrals and other online pathways provided by Bright Heart Co may be used. They also explain the limits of general website information and the important distinction between online information and a separately agreed participant service arrangement. Use the table of contents to go straight to the topic you need.
- Last updated: 7 October 2026
- Bright Heart Co Pty Ltd
- ABN 84 694 169 803
- Queensland, Australia
Key points
- This website gives general information; it is not clinical, legal or financial advice.
- Website terms are separate from any participant service agreement.
- The website and its forms are not an emergency service. Call 000 in an emergency.
- Your consumer rights under Australian law are not limited by these terms.
Part 1 of 6
About these terms
What these terms cover, who we are and how website information differs from advice and service agreements.
1. About these Terms & Conditions
These Terms & Conditions apply when you use the Bright Heart Co website, read our online information, submit an enquiry or referral, or use another online contact pathway. By accessing or using the website, you agree to use it lawfully and consistently with these terms. If you do not agree, you should stop using the website.
These terms do not themselves create a participant service agreement or require Bright Heart Co to commence a support. If you become a participant, additional documents may apply, including a service agreement, schedule of supports, consent records, intake information or other service-specific documents. Where a specific agreement governs a participant service, that agreement should be read together with these general terms.
2. About Bright Heart Co
Bright Heart Co Pty Ltd, ABN 84 694 169 803, provides disability support information and contact pathways through this website. References to Bright Heart Co, we, us or our in these terms refer to Bright Heart Co Pty Ltd unless the context requires otherwise.
The website is designed to help participants, prospective participants, families, carers, nominees, referrers and other visitors understand Bright Heart Co, explore support pathways, access participant information, contact our team, make referrals, provide feedback or make complaints and find relevant policies and resources.
3. Using Bright Heart Co information and online pathways
You may use Bright Heart Co information and online pathways for lawful personal, participant, referral and service-related purposes. The information is intended to help you understand our organisation, identify a relevant support or participant pathway and decide whether you would like to contact us.
You must not use our website or communication pathways to impersonate another person, unlawfully collect information, send malicious or abusive material, interfere with another person’s access, or compromise the privacy, security or availability of Bright Heart Co systems or information.
4. Website terms are separate from participant service agreements
Nothing on this website replaces a participant service agreement, schedule of supports, quotation, intake document, consent record or other document agreed for the delivery of supports. A webpage may describe a support in general terms, but the actual arrangement depends on the participant’s needs, service scope, location, availability, worker capacity, funding arrangements and the terms agreed before support starts.
No service should be assumed to have commenced merely because a form has been submitted, a phone conversation has occurred, or information appears on a service page. Commencement requires the appropriate checks and agreement between the relevant parties.
5. General information is not professional, clinical, legal or financial advice
Website content is general information. It is not medical, clinical, legal, financial, behaviour support, crisis, plan-management or other professional advice tailored to an individual’s circumstances. Information about National Disability Insurance Scheme (NDIS) processes, funding or supports can also change and should be confirmed against current official guidance and the person’s own plan or professional advisers where necessary.
Do not delay seeking qualified professional or emergency assistance because of information on this website. If you need advice about a specific legal, clinical, financial or NDIS decision, use an appropriately qualified professional or the relevant official agency.
Part 2 of 6
Enquiries, referrals and services
NDIS information, enquiries, referrals, emergencies, service availability, pricing and service agreements.
6. NDIS information, plans and funding
References to the NDIS, support categories, plans, funding, pricing or provider obligations are intended as practical information and may not apply in the same way to every participant. NDIS rules, support catalogues, pricing arrangements, registration requirements and plan structures can change. Bright Heart Co does not control the National Disability Insurance Agency (NDIA), the NDIS Quality and Safeguards Commission, plan-management decisions or funding approvals.
Website content does not guarantee that a support will be funded or claimable under a person’s plan. Before services begin, relevant funding, service scope and pricing arrangements should be confirmed through the appropriate participant, nominee, plan manager or other authorised pathway.
7. Enquiries, callbacks and first conversations
Submitting an enquiry or requesting a callback asks Bright Heart Co to contact you about the information provided. It does not create a service agreement, guarantee availability or reserve a support time. We may need additional information to understand the request, confirm service fit, check location or timing and identify the appropriate next step.
You remain free to ask questions and decide not to proceed. Bright Heart Co may also determine that a requested support is outside its service scope, capacity or current availability and may explain this without creating an obligation to offer an alternative provider.
8. Referrals and authority to provide information
A person making a referral should provide information accurately and only where they have an appropriate basis to share it. If the referral concerns another person, the referrer is responsible for considering consent, authority and privacy before submitting personal or sensitive information. Bright Heart Co may contact the participant or authorised representative to confirm the referral and their wishes.
A referral does not guarantee acceptance or service availability. It is an information pathway that allows the team to consider the request. Please avoid attaching or entering information that is not reasonably necessary for the initial referral.
9. This website is not an emergency or crisis service
Website forms, email and routine phone contacts are not monitored as an emergency response service and should not be used when immediate assistance is required. If someone is in immediate danger or there is a medical, fire or police emergency in Australia, call 000. Other urgent health, crisis or safeguarding pathways may also be appropriate depending on the situation.
Submitting a complaint, concern or risk-related form does not guarantee immediate monitoring or intervention. The form may help Bright Heart Co review a matter, but emergency action should be taken through the appropriate emergency or statutory service rather than waiting for a website response.
10. Service scope, suitability and availability
Information about a support means that Bright Heart Co may offer or discuss that type of assistance within its agreed scope and capability; it is not a promise that the support is available in every suburb, at every time, for every level of need or for every funding arrangement. Availability can change with staffing, participant commitments, travel, support complexity and operational capacity.
Before confirming a service, we may need to consider whether the requested arrangement can be delivered safely, lawfully, consistently and within the organisation’s scope. We may decline or postpone a request where those conditions are not met.
11. Pricing, quotes, cancellations and travel information
Website pricing or funding information is general unless clearly identified as a current quotation or agreed service term. The amount payable for a support can depend on the applicable NDIS pricing arrangements, support item, time of delivery, travel, cancellation rules, participant funding method and the terms of the service agreement.
Where a fee, cancellation term or travel charge matters to an arrangement, it should be confirmed before support begins. If there is a difference between general website information and a current signed service agreement or written quote, the specific agreed document should be used for that service, subject to applicable law.
12. Service agreements and participant choice
Participant services are governed by the relevant service agreement and other agreed documentation. Those documents may address support details, responsibilities, communication, pricing, cancellations, changes, privacy, complaints, ending services and other practical matters. Participants should have an opportunity to ask questions and understand what they are agreeing to.
Website wording does not remove participant rights, choice or control. Where a participant needs information in a different format or wants a representative, advocate or trusted person involved, they can raise this during the service process.
Part 3 of 6
Your information and feedback
Your responsibility for what you submit, how privacy applies and how to give feedback or complain.
13. Your responsibility for information you submit
When you submit a form, email or other content through the website, you should take reasonable care to ensure the information is accurate and not misleading. Do not impersonate another person, falsely claim authority, provide fabricated referral information or deliberately submit information intended to cause harm or disruption.
If circumstances change after you contact us, let us know when the change is relevant to the request. Bright Heart Co may rely on information provided when deciding how to respond, so materially inaccurate information can delay or prevent an appropriate response.
14. Privacy and sensitive information
Your use of the website is also subject to the Privacy Policy and Cookie Policy. Website forms should not be used to send more sensitive information than is reasonably required for the immediate purpose. If detailed clinical, identity or financial documents are needed, the team may arrange a more appropriate channel.
If you provide information about another person, you are responsible for considering whether you have the right or authority to do so. Bright Heart Co may verify authority before sharing information back to you.
15. Feedback, complaints and concerns
The website provides pathways for feedback, complaints and concerns. Using those pathways is encouraged where someone wants to raise an issue, and a person should not be treated unfairly for making a genuine complaint. Complaint handling is separate from these general website terms and may involve internal procedures, participant rights, external escalation options and regulatory obligations.
Information submitted through a complaint or concern form should be relevant and as accurate as possible. Deliberately abusive, threatening or knowingly false submissions may be managed differently from genuine feedback, while still considering any underlying safety issue that requires attention.
Part 4 of 6
Using the website
Acceptable use, protecting our systems, copying, external links, accessibility and keeping information current.
16. Acceptable use of website forms and communications
You must not use website forms or communication channels to send spam, malware, unlawful threats, discriminatory abuse, content that infringes another person’s rights, or repeated automated submissions intended to disrupt the service. You must not attempt to bypass form security, rate limits, access controls or consent mechanisms.
We may block, filter, retain evidence of or report activity that appears malicious, unlawful or threatening. This does not prevent people from raising difficult, critical or serious complaints in good faith; robust feedback is permitted when it is connected with a genuine issue.
17. Protecting Bright Heart Co systems and information
You must not attempt to gain unauthorised access to Bright Heart Co systems, information, accounts or protected areas, introduce malicious code, deliberately overload online services, interfere with another person’s use of the website, or attempt to defeat security or privacy controls.
Security testing or access beyond ordinary public use requires prior written authorisation. Bright Heart Co may take reasonable technical, contractual or legal steps to protect its systems, information, participants, staff and other users from misuse.
18. Intellectual property and permitted copying
Unless otherwise stated, website text, original layouts, graphics, brand elements and other original content are owned by or licensed to Bright Heart Co and are protected by applicable intellectual property laws. You may view, print or save reasonable portions for personal information, participant planning or legitimate referral purposes.
You must not reproduce substantial parts of the website for commercial resale, copy the site design or branding to misrepresent another organisation, remove ownership notices, or publish modified content in a way that suggests Bright Heart Co endorsed it without permission. Third-party names, trademarks and official materials remain subject to their respective rights and usage rules.
19. Third-party websites, resources and external links
The website may link to government agencies, regulators, external resources, maps, social platforms or other third-party websites. A link is provided for convenience or context and does not mean Bright Heart Co controls, guarantees or endorses every statement, product, security practice or privacy practice on the external site.
Third-party websites have their own terms, accessibility, privacy and security practices. You should review those conditions when they matter to you. We are not responsible for changes made by an external site after a link was added here.
20. Accessibility and alternative access
Bright Heart Co aims to make the website usable across a range of devices and access needs. The Accessibility page explains the site’s accessibility approach and how to report barriers. Accessibility is an ongoing process and third-party tools or documents may sometimes create limitations.
If information on the website is not accessible to you, contact us and explain what you are trying to obtain. Where reasonably possible, we will work with you to provide the information through another practical format or contact pathway.
21. Availability and changes to online information
Bright Heart Co aims to keep important online information and contact pathways available, but uninterrupted access cannot be guaranteed. Maintenance, security incidents, hosting or network problems, third-party service interruptions or other events may temporarily affect access.
We may update, correct, suspend or replace online content or features where reasonably necessary for accuracy, security, accessibility, compliance or changes to our services. If a temporary loss of website access affects a time-sensitive participant matter, contact Bright Heart Co directly using another available contact method.
22. Accuracy, currency and corrections
We take reasonable care to keep website information clear and current, but information can become outdated, particularly where NDIS rules, pricing, registration requirements, service availability, technology or contact details change. A publication date or last-updated date does not guarantee that every external rule has remained unchanged since that date.
If you identify an error, please let us know. We may correct, clarify or remove content at any time. For decisions with financial, legal, clinical or funding consequences, confirm current information with the relevant official source or professional adviser.
Part 5 of 6
Legal matters
Consumer rights, limits of liability, governing law, changes to these terms and how to contact us.
23. Consumer rights and limitation of liability
Nothing in these terms is intended to exclude, restrict or modify a right, guarantee, remedy or liability that cannot lawfully be excluded under the Australian Consumer Law or another applicable law. To the extent permitted by law, Bright Heart Co is not responsible for losses caused solely by reliance on general website information where a person should reasonably obtain current individual advice or confirmation.
Any limitation in these terms should be read subject to mandatory legal rights. Participant service liability, if relevant, is addressed through applicable law, insurance and the specific service agreement rather than these website terms alone.
24. Governing law, invalid terms and no waiver
These website terms are governed by the laws applicable in Queensland, Australia, subject to any mandatory law that applies differently. If a court or competent authority determines that part of these terms is invalid or unenforceable, the remaining provisions are intended to continue to operate to the extent permitted by law.
If Bright Heart Co does not enforce a term immediately, that does not necessarily mean the right to enforce it later has been waived. These general terms do not prevent the parties from agreeing different or additional terms in a specific participant service agreement.
25. Changes to these terms and contacting Bright Heart Co
Bright Heart Co may update these Terms & Conditions when our services, online information, legal obligations, security practices or operational arrangements change. The current version and last-updated date will be published on this page.
Questions about these terms can be sent to contact@brightheartco.com.au or through the Contact page. Questions about an actual participant service should also be considered together with the participant’s current service agreement and other relevant service documentation.
26. Words used in these terms
“We”, “us” and “Bright Heart Co” mean Bright Heart Co Pty Ltd (ABN 84 694 169 803).
“You” means anyone using this website, including participants, families, carers, nominees, referrers and professionals.
Part 6 of 6
Other website terms
Linking, content you submit, electronic communications, translations, young people, downloads, feedback, order of precedence and notices.
27. Linking to this website
You may link to public pages of this website in a way that is fair and does not suggest an endorsement we have not given.
Please do not frame our pages within another website or present our content as your own.
28. Content you submit
When you submit information through a form, you confirm it is accurate to the best of your knowledge and that you have authority to share any information about another person.
We will not publish anything you submit without your express permission.
29. Electronic communications
By contacting us electronically, you agree that we may reply by the method you choose, such as email or phone.
Electronic communications are not monitored outside office hours.
30. Translations and alternative versions
Information may be provided in other languages or formats on request.
If a translated version differs from the English version, please contact us to confirm the meaning.
31. Young people using this website
Young people are welcome to read this website and contact us.
Where a young person cannot yet make decisions about their support, we may need to involve a parent, guardian or representative.
32. Downloads and printable resources
Printable checklists are provided for personal use to help prepare for conversations and reviews.
They are general guides and should be adapted to your situation.
33. Feedback about the website
If something on the website is unclear, inaccurate or hard to use, please let us know.
Website feedback helps us correct information and improve accessibility.
34. Order of precedence
If these terms conflict with a signed service agreement, the service agreement applies to the delivery of supports.
These terms apply to the use of the website only.
35. Contact details for notices
Notices about these terms can be sent to contact@brightheartco.com.au or to 1048 Beaudesert Rd, Coopers Plains QLD 4108.
We aim to acknowledge written notices within five business days.
Version and review history
- 7 October 2026: Content and accessibility review completed.
- 3 October 2026: Sections reviewed and expanded, with a summary and response times added.
- 2 October 2026: First published on the Bright Heart Co website.
Questions about this page can be sent to contact@brightheartco.com.au.