Precondition

It is a condition of using Drivision Pty Ltd ACN 661 923 431 trading as Drivision Mobility Solutions (hereafter referred to as Drivision Mobility Solutions) for supported transport services (Service) that you — or, where applicable, your nominated representative, support coordinator, or plan manager (collectively, the client) — have reviewed and agree to these Terms of Service.

These Terms of Service are posted on the Drivision Mobility Solutions website, https://mobsolutions.drivision.com.au (Site), and are subject to change from time to time at Drivision Mobility Solutions' discretion.

It is the responsibility of clients and their authorised representatives to familiarise themselves with these Terms of Service prior to each booking, as they constitute a binding agreement in relation to the provision of all Services and may change from time to time.

Service Scope & Eligibility

Service Area

Drivision Mobility Solutions provides supported transport services within the Australian Capital Territory (ACT) and Queanbeyan region. Services outside this area may be arranged on application and are subject to additional charges and availability.

NDIS Compliance

Drivision Mobility Solutions operates as an NDIS-compliant, non-registered transport provider. Services are available to self-managed and plan-managed NDIS participants. NDIS-registered participants who are required to use registered providers exclusively should confirm eligibility with their support coordinator before booking.

Supported Services

Services provided include, but are not limited to:

• NDIS participant transport to and from day programs, therapy, medical appointments, and community activities
• Aged care and community transport
• Shuttle services including the WILLing to Care program
• Accessible and assisted vehicle transport within the service region

Pricing & NDIS Funding

NDIS Line Items

Drivision Mobility Solutions invoices supported transport services in accordance with the NDIS Pricing Arrangements and Price Limits. The following line items apply:

Rates are reviewed in line with NDIS Price Guide updates and may change accordingly. Clients will be notified of any rate changes that affect their service agreement.

Aged Care & Private Pay Pricing

Pricing for aged care transport and private (non-NDIS) bookings is available via the pricing guide on the Site or on application. A PDF pricing schedule is available for download from the Site.

Additional Charges

Additional charges may apply for services outside the standard service area, extended wait times, or requirements involving specialised equipment or support. Any applicable additional charges will be communicated prior to confirmation of the booking.

No Verbal Quotes

Making Bookings

Drivision Mobility Solutions recommends that bookings be made as far in advance as practical to ensure availability of an appropriate vehicle and driver.

Recurring Bookings

Where a participant requires recurring transport (such as regular shuttle or day program runs), a standing booking arrangement may be established in writing. Changes to standing bookings must be communicated as early as possible and are subject to the editing and cancellation provisions of these Terms of Service.

Standard Bookings

Standard bookings are those requested 24 hours or more prior to the scheduled pickup time. Bookings may be made via phone, the contact form on the Site, or by email.

Urgent Bookings

Urgent bookings are any booking made less than 24 hours from the scheduled pickup time. Urgent bookings are subject to vehicle and driver availability and should be confirmed directly by phone.

WILLing to Care Shuttle Service

The WILLing to Care shuttle service operates on scheduled days with set pickup and drop-off times. Participants on the shuttle are notified of their driver, vehicle, and pickup time by SMS on the evening prior to their scheduled service day. Pickup times are indicative and may be adjusted in response to route requirements. Participants should be ready a few minutes prior to their nominated time.

Medical & Support Information

Clients are required to disclose any medical conditions, mobility requirements, behavioural support needs, or emergency management plans relevant to the safe provision of transport prior to the commencement of services. This includes, but is not limited to, epilepsy management plans and any requirements under a participant's NDIS plan.

Relevant management plans are accessible to drivers as required and are managed in accordance with the Privacy section of these Terms of Service.

Editing Bookings

Standard Edits

Changes to bookings should be communicated as early as possible by phone or email. Drivision Mobility Solutions will use reasonable endeavours to accommodate changes. Where a driver has already been allocated and cannot accommodate the change, Drivision Mobility Solutions will attempt to reallocate the booking.

Late Changes

Changes made less than 4 hours before scheduled pickup time may not be able to be accommodated. Where changes cannot be made and a trip is forfeited as a result, cancellation provisions may apply.

Cancellation of Bookings

Standard Bookings

Bookings cancelled with more than 4 hours' notice will not incur a cancellation fee. The following fees apply to late cancellations:

Recurring / Standing Bookings

For participants on standing or recurring bookings (including the WILLing to Care shuttle), cancellations must be notified by 5:00 PM on the day prior to avoid a cancellation fee. The following fees apply to late cancellations of recurring bookings:

Extended Transfers & Hourly Hire

Bookings involving transfers over 100 km or hourly hire may be cancelled without cost up to 48 hours before the scheduled pickup. The following applies thereafter:

• Between 48–24 hours: 50% of quoted fare
• Within 24 hours: 100% of quoted fare

NDIS Funding & Cancellations

Connecting With the Driver

Day-Prior SMS Notification

All clients and/or their nominated contacts will receive an SMS notification on the evening prior to their scheduled service. This notification will include the driver's name, vehicle make, and registration number, together with the estimated pickup time.

Driver Communication

Drivers are required to maintain professional, respectful communication with all participants and their support persons. Any concerns regarding driver conduct should be directed to Drivision Mobility Solutions management promptly.

Trip Tracking

Where a real-time trip tracking link is available, it will be included in the day-prior SMS notification. This is provided as a convenience for participants' families and support persons.

No Shows / Abandoned Trips

Participant Not at Pickup Point

If a participant is not at the designated pickup point within a reasonable time of the driver's arrival, the driver will make reasonable attempts to contact the participant's nominated representative. If contact cannot be established and the participant does not present within the scheduled window, Drivision Mobility Solutions reserves the right to release the vehicle. The full trip cost may be charged in these circumstances.

Driver Not Located

If a participant or their representative cannot locate the driver at the agreed pickup point, they must contact Drivision Mobility Solutions before leaving the pickup location. Failure to do so may result in the full trip cost being charged.

Lost Property

Drivision Mobility Solutions will use reasonable endeavours to return lost property found in vehicles. Clients should contact us as soon as possible. Where a driver is requested to deliver a found item, applicable trip charges will apply. Drivision Mobility Solutions takes no responsibility for loss or damage to personal property left in vehicles.

Damage

The client expressly authorises Drivision Mobility Solutions to charge a minimum fee of $250 for any incident in the vehicle caused by a participant or persons accompanying them that requires cleaning, together with all other costs incidental to returning the vehicle to its normal operating condition and the cost of any bookings lost as a result.

The client also agrees to pay for any damage or loss of whatsoever nature caused to vehicles, including stains, breakages, or vehicle body damage, attributable to the participant or accompanying persons during the provision of Service.

Payment

NDIS Plan-Managed Participants

For plan-managed NDIS participants, invoices will be submitted to the nominated plan manager. Payment is required within the terms specified on the invoice. Drivision Mobility Solutions will not commence or continue services where invoices remain unpaid beyond agreed terms without prior written arrangement.

Self-Managed NDIS Participants

Self-managed participants are responsible for processing claims through the NDIS myplace portal or as otherwise required under their plan. Invoices are provided following each service and must be settled within the terms specified.

Aged Care & Private Pay

For aged care, privately funded, or non-NDIS bookings, payment is accepted by credit card or invoice arrangement as agreed at the time of booking. Drivers are not authorised to accept cash or payment in vehicles under any circumstances.

Credit Card Service Fee

Where credit card payment is processed, a service fee applies based on the card's country of issue:

• Australian issued cards: 1.7% + 30 cents
• Overseas issued cards: 3.5% + 30 cents

Receipts & Service Agreements

A tax invoice will be issued following each completed service and emailed to the nominated contact. NDIS participants and their plan managers will receive itemised invoices referencing the relevant NDIS support item codes.

Where a formal NDIS Service Agreement is required, Drivision Mobility Solutions will provide a written Service Agreement prior to the commencement of services. The Service Agreement will set out the supports to be delivered, agreed rates, and the rights and responsibilities of both parties consistent with the NDIS Practice Standards.

Disputes

All charges applied to a client's account or submitted to a plan manager will be taken as correct and payable unless Drivision Mobility Solutions receives a written objection within 35 days of the invoice or charge date.

Any investigation that ultimately establishes a charge as valid will incur an administrative fee of $75.

NDIS participants also have the right to raise concerns or complaints directly with the NDIS Quality and Safeguards Commission if they are not satisfied with the outcome of a dispute raised with Drivision Mobility Solutions.

Responsibility of the Participant or Representative

The client or their authorised representative shall be responsible for:

• Ensuring the participant is ready at the agreed pickup location at the scheduled time
• Ensuring the participant's behaviour during transport is safe and respectful to the driver and other passengers
• Notifying Drivision Mobility Solutions of any changes to the participant's support needs, medical conditions, or emergency management plans
• Payment of any damage or cleaning costs as outlined in these Terms of Service
• Ensuring any relevant emergency management plans or medical protocols have been provided to Drivision Mobility Solutions prior to service commencement

GST

All prices and considerations referred to in these Terms of Service are inclusive of GST, unless expressed otherwise. Invoices will display GST amounts separately as required under Australian taxation law.

Privacy

Drivision Mobility Solutions collects and holds personal and sensitive information about participants in order to provide safe, appropriate, and coordinated transport services. This includes contact details, medical information, and NDIS plan information where relevant.

All personal information is handled in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Personal information will not be disclosed to third parties except where required to deliver the Service, comply with a legal obligation, or with the participant's consent.

A full Privacy Policy is available on the Site at mobsolutions.drivision.com.au.

General Provisions

By engaging Drivision Mobility Solutions to provide Services, the client agrees to be bound by these Terms of Service.

Drivision Mobility Solutions reserves the right to modify, alter, or update these Terms of Service at any time. The client agrees to be bound by any such modifications, alterations, or updates. The current version of these Terms is always accessible at the Site.

Drivision Mobility Solutions reserves the right to decline or discontinue services to any client where conduct, payment, or safety concerns warrant such action, consistent with applicable legislation including the Disability Discrimination Act 1992 (Cth).

This agreement is governed by and shall be construed in accordance with the laws of the Australian Capital Territory and the Commonwealth of Australia.