Customer Conduct Policy

Purpose

This policy sets out what you can expect from Aged Care & Medical, what we expect from you, and what happens when those expectations are not met. It applies to everyone we support and work with, and it helps our team respond to difficult situations clearly and consistently.

Who this policy applies to

This policy applies to everyone we deal with in providing our products and services, including:

• customers and NDIS participants
• next of kin, family members and carers
• nominees, guardians, plan managers and other representatives
• visitors to our showroom and anyone present when our team visits a home

It applies in person, in your home, on the phone, by email, by text and on social media.

What you can expect from us

• Honest advice. We recommend what suits your needs and your home, not the most expensive option.
• Fair and consistent pricing. Our prices are the same whether you are NDIS funded, on a Home Care Package or paying privately.
• Clear terms. Rental, purchase, delivery and return terms are explained before you commit.
• Respect. We treat you, your home and your information with courtesy, dignity and care.
• Choice. We respect your right to make decisions about the products and services you use.
• Accountability. If we make a mistake, we will tell you and work to put it right.
• A way to raise concerns. You can give feedback or make a complaint at any time without it affecting the service you receive.

What we ask of you

• Treat our team with courtesy and respect, in person and in writing.
• Give us accurate information about your needs, your home and your funding.
• Provide safe access to your home, including keeping pets secured and walkways clear on the day of a visit.
• Keep appointments, or let us know as early as possible if you need to change one.
• Pay for products and services as agreed.
• Follow the agreed rental terms, including care of equipment and return dates.
• Raise concerns with us directly so we have the chance to put things right.

Behaviour we will not accept

We understand that the people we support may be unwell, stressed or grieving, and we take that into account. Some behaviour, however, is not acceptable in any circumstances:

• verbal abuse, swearing at or insulting our team
• threats, intimidation or aggressive behaviour
• physical violence or damage to property
• sexual, racist or discriminatory comments or conduct
• harassment, including excessive or repeated contact after a matter has been resolved
• recording, photographing or posting about our team online without their consent
• deliberately providing false information to obtain products, services or funding

Where behaviour is linked to a person's cognitive impairment or disability, we will work with the person, their family and their support team to find a safe way to continue providing support.

Rental equipment and payments

Fair exchange also applies to equipment and accounts. Under our rental terms, we ask you to:

• use equipment only for the person it was supplied for, and as instructed
• tell us promptly about any fault, damage or change in need, so we can keep the equipment safe
• not modify, repair, sell or lend rental equipment
• return equipment by the agreed date, clean and in reasonable condition allowing for normal wear
• pay invoices by the due date, or contact us early if there is a funding delay

Charges for late returns, loss, damage beyond normal wear, or cleaning are applied as set out in your rental agreement. Where equipment is not returned or accounts remain unpaid, we may pause further services, recover the equipment, or refer the account for collection.

If expectations are not met

Our response depends on how serious the behaviour is. In most cases we follow these steps, in order:

1. Conversation. A team member raises the concern respectfully and explains what we need.
2. Written reminder. We write to the customer or their representative, referring to this policy.
3. Agreed arrangements. We may set conditions, such as a single point of contact, communication by email only, or two team members attending home visits.
4. Pause or end of service. As a last resort we may suspend or end the service, give reasonable notice, and help the person find another provider where we can.

Where there is a risk to anyone's safety, we may skip steps. Our team will leave a home or end a call if they feel unsafe, and serious incidents may be reported to the police. For NDIS participants, we follow our obligations under the NDIS Code of Conduct and our incident management procedures.

Feedback, complaints and review

If you are unhappy with our service or with a decision made under this policy, please contact us so we can review it. You can speak to any team member, or ask for the General Manager.

This policy is reviewed every 12 months, or sooner if our services or obligations change.

Digital Brand Builders Pty Ltd (ABN 54 164 689 294) trading as Aged Care & Medical. Last updated: 10 October 2026.