Our website is designed to inform you about Iconic Care (Integrated Care).

It is intended to provide general information about our services and who we are, and is current at the time of first publication. The materials should not be relied upon as correct, complete or accurate.

Links to other websites are inserted for your convenience only. Iconic Care does not endorse or accept responsibility for the material of linked websites not under the control of Iconic Care, or the associated organisation, product or service.

Iconic Care does not accept any responsibility for any computer or device damage from accessing this website or any data.

To the fullest extent permissible at law, Iconic Care and its officers, employees, agents and others acting under its control are irrevocably and unconditionally released from any and all liability to each person or organisation using this website as a result of any information being incorrect, incomplete or unreliable.

To clarify any material on this website, please contact Iconic Care by clicking here.

Accessibility Statement

General

iconiccaregroup.com.au strives to ensure that its services are accessible to people with disabilities. iconiccaregroup.com.au has invested a significant amount of resources to help ensure that its website is made easier to use and more accessible for people with disabilities, with the strong belief that every person has the right to live with dignity, equality, comfort and independence.

Accessibility on iconiccaregroup.com.au​

Iconiccaregroup.com.au​ makes available the UserWay Website Accessibility Widget that is powered by a dedicated accessibility server. The software allows iconiccaregroup.com.au​ to improve its compliance with the Web Content Accessibility Guidelines (WCAG 2.1).

Enabling the accessibility menu

The iconiccaregroup.com.au accessibility menu can be enabled by clicking the accessibility menu icon that appears on the corner of the page. After triggering the accessibility menu, please wait a moment for the accessibility menu to load in its entirety.

Disclaimer

iconiccaregroup.com.au​ continues its efforts to constantly improve the accessibility of its site and services in the belief that it is our collective moral obligation to allow seamless, accessible and unhindered use also for those of us with disabilities.

In an ongoing effort to continually improve and remediate accessibility issues, we also regularly scan iconiccaregroup.com.au with UserWay’s Accessibility Scanner to identify and fix every possible accessibility barrier on our site. Despite our efforts to make all pages and content on Iconic Care.com.au fully accessible, some content may not have yet been fully adapted to the strictest accessibility standards. This may be a result of not having found or identified the most appropriate technological solution.

Here for you

If you are experiencing difficulty with any content on iconiccaregroup.com.au or require assistance with any part of our site, please contact us during normal business hours as detailed below and we will be happy to assist.

Contact us

If you wish to report an accessibility issue, have any questions or need assistance, please contact Iconic Care.com.au Customer Support as follows:

• Email – info@iconiccaregroup.com.au

Use of interpreter policy

Statement

Iconic Care Group Companies (Iconic Care) i.e., Iconic Care Pty Ltd (ICPL) or Iconic Rehab Pty Ltd(IRPL), Iconic Care Disability Services, Iconic Care Plan Manager here in referred to as Iconic Care.

Iconic Care recognises that effective communication is essential in the delivery of high-quality services. We are committed to ensuring that Participants are able to communicate in their preferred language in order to:

• exercise choice and control about their own supports/services and the way that supports/ services are delivered;
• understand their choices and communicate their decisions;
• provide feedback about the supports/ services they receive; and
• understand, consent to, and participate in the services that they are engaging Iconic Care to deliver.

This commitment is consistent with the expectations of the NDIS Practice Standards and My Age Care which recognise people from culturally and linguistically diverse backgrounds.

Purpose

It is the intent of this policy that Participants are informed of their right to communicate in their preferred language and that it is the responsibility of the organisation to offer and organise interpreter services.

Arrangements will be made to engage an interpreter through TIS National when a Participant requests and:

• a Participant is undergoing assessment and support planning processes;
• a support plan is under review;
• a Participant is being informed of their rights, responsibilities, and complaint mechanisms;
• essential information needs to be communicated and understood to inform decision making;
• giving informed consent;
• there has been a change of circumstances or care needs;
• seeking feedback from the Participant; and
• a request is made by the Participant or their nominee.

Scope

This policy is intended to ensure that no Participant be prevented from receiving equitable quality services as a result of management and staff not communicating with them in their preferred language.

Principles

When promoting and using interpreter services we will ensure that:

• Participants are informed of the availability of interpreting services;
• Language services are appropriate for the Participant including taking into account gender and:
  • ethnic preferences, relevant dialects, and the appropriateness of either onsite or telephone interpreters;
  • management and team members are trained on the protocols to access TIS National services, appropriate use of interpreters and how to work effectively with interpreters; and
  • the implementation of this policy is regularly monitored to ensure staff compliance and for the purposes of continuous improvement.

Risk Management

Iconic Care is committed to effectively managing risks through compliance with legislation, alignment with best practice and through a practical approach that carefully plans for and prioritises risks and balances the costs and benefits of action.

Roles and Responsibilities

Trainers

It is the responsibility of the Trainers to provide training to staff on protocols for accessing and using TIS National services.

Managers / Team Leaders

It is the responsibility of the Manager/Team Leader to ensure their team members practice this policy and are appropriately trained in the access to and use of TIS National services.

General Managers

It is the responsibility of the General Managers to:

• establish protocols for accessing and using TIS National services.
• identify and make available the resources required in order to facilitate the use of TIS National services by team members and
• monitor the implementation of this policy regularly to continuous improvement, quality, and compliance.

Employees

It is the responsibility of all staff to:

• advise Participants of our policy to engage TIS National services in order that we understand their individual needs and
• proactively use TIS National services in accordance with this policy.

Monitoring and Training

This policy will be:

• Incorporated into staff training and induction;
• Amended in accordance with any changes to the NDIS legislation;
• Monitored through supervision, formal and informal feedback mechanisms; and
• Audited in accordance with the internal audit schedule.

Supporting Documents

• Feedback and Complaints Policy
• Feedback and Complaints Procedure
• Use of an Advocate Procedure
• Use of an Interpreter Procedure

Business Area Contact

• Risk and Quality, Corporate Services

Approvals

• Content Owner: Manager Risk and Quality
• Approving Officer: Chief Executive Officer
• Approval Date: 11/07/2023
• Effective From: 11/07/2023

Review

• This policy will be reviewed at least every 2 years.
• Date of last review: First version
• Supersedes: N/A

Definitions

TIS National

TIS National (Translating and Interpreting Service) is an interpreting service provided by the Department of Home Affairs for people who do not speak English and for agencies and businesses that need to communicate with their non-English speaking Participant. TIS National provides this service 24 hours a day, seven days a week for both telephone and on-site interpreting. The contact number for TIS National telephone services is 131 450. TIS National on-site interpreting requires booking online at: https://www.tisnational.gov.au/en/Agencies

Interpreter

An interpreter is a professionally qualified person who takes one oral (or sign language) and converts it accurately and objectively into another language to enable communication between two parties who do not share a common language.

Telephone Interpreting

Access to interpreters via the telephone / teleconference call.

On-site Interpreters

Access to interpreters on-site for face-to-face appointments.

Interpreter accreditation

TIS National interpreters are NAATI (National Accreditation Authority for Translators and Interpreters) accredited. NAATI accreditation is the only qualification officially accepted for the interpreting profession in Australia. Accredited interpreters act in accordance with the Australian Institute of Interpreters and Translators (AUSIT) code of ethics.

Version Control

• Version: 05.01.19 – 1.0
• Date: 11.07.2023
• Prepared by: Manager Risk and Quality

Terms of use

Who we are and how to contact us?

www.iconiccaregroup.com.au is a website (Site) operated by Iconic Care Pty Ltd (ABN 80 636 513 963) and Iconic Rehab Pty Ltd (ABN 78 643 774 869), trading  as ‘Iconic Care’ of Suite 126 ,Level 1, 4 Hyde Parade, Campbelltown NSW 2560, Australia.

Our Site means all the webpages and content located on the www.iconiccaregroup.com.au domain.

To contact us, please email info@iconiccaregroup.com.au or telephone our customer service line on 02 4604 8282.

By using our Site, you accept these terms

By using our Site, you confirm that you accept these terms of use and that you agree to comply with them. If you do not agree to these terms, you must not use our Site.

We may make changes to these terms

We may amend these terms at our discretion from time to time without notice. Every time that you wish to use our Site, please check these terms to ensure you understand the terms that apply at that time.

We may make changes to our Site

We may update and change our Site from time to time to reflect changes to our services, our users’ needs and our business priorities.

We may suspend or withdraw our Site

Our Site is made available free of charge.
We do not guarantee that our Site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our Site for business or operational reasons.

You are also responsible for ensuring that all persons who access our Site through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.

Access to our Site with Devices

If you are accessing the Site using a mobile device or phone (Device), you may have limited viewing or restricted access to the information provided on the Site. It may be necessary for you to access the Site using a computer in order to access all services we provide.

Who is eligible to use our Site

Our Site is directed at users who are residing in and using this Site within Australia. We do not represent content available on or through our Site is appropriate for use or available in other locations. If you access our Site from outside Australia, you do so at your risk and you are responsible for compliance with laws applicable to your accessing the Site from your location.

How you may use material on our Site

We are the owner or the licensee of all intellectual property rights in our Site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

You may print off a copy, and may download extracts, of any page(s) from our Site for your personal use and you may draw the attention of others to content posted on our Site.

You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

Our status (and that of any identified contributors) as the authors of the content on our Site must always be acknowledged.

You must not use any part of the content on our Site for commercial purposes without obtaining a license to do so from us or our licensors.

If you print off, copy or download any part of our Site in breach of these terms of use, your right to use our Site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

If we provide social media features such as the ability to share content, you may take such actions as are enabled by such features.

You must not delete or alter any copyright, trademark or other proprietary rights notices from copies of materials from this Site.

Do not rely on information on this Site

Our Site is designed to inform you about Iconic Care. It is provided on an ‘as is’ and ‘as available’ basis, and we make no representations or warranties, express or implied, regarding the operation or availability of the Site.

The content on our Site is provided for general information about our services only. It is not intended to amount to advice on which you should rely.

Although we make reasonable efforts to update the information on our Site, we make no representations, warranties or guarantees, whether express or implied, that the content on our Site is accurate, complete or up-to-date.

We are not responsible for websites we link to

Where our Site contains links to other sites (including banner advertisements and sponsored links) and resources provided by third parties, these links are provided for your information only.

Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them. We have no control over the contents of those sites or resources, and you access third party websites entirely at your own risk and subject to the terms and conditions of use for those websites.

Rules about linking to our Site

You may link to pages within our site, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.

You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

Our Site must not be framed on any other Site, nor may you create a link to any part of our Site, other than as described above.

We reserve the right to withdraw linking permission without notice.

Security on our Site

Iconic Care cannot guarantee that any information you transmit over our Site, or via the internet generally will be secure. There are risks in using the Site despite our efforts to secure and encrypt information you may send to us. You accept that any information you provide to us, is at your own risk.

We do not guarantee that our Site will be free from bugs or viruses. You are responsible for configuring your technology to access our Site. You should own your own virus protection software.

Limitation of Liability

In no event will Iconic Care, our affiliates or their licensors, service providers, employees, agents, officers or directors be liable for damages of any kind, under any legal theory, arising out of or in connection with your use, or inability to use, our Site, any websites linked to it, any content on our Site or such other websites or any services or items obtained through our Site or such other websites, including any direct, indirect, special, incidental, consequential or punitive damages, including but not limited to, personal injury, pain and suffering, emotional distress, loss of revenue, loss of profits, loss of business or anticipated savings, loss of use, loss of goodwill, loss of data, and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.

Nothing in this clause affects any liability which cannot be excluded or limited under applicable law. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation. Where our liability cannot be excluded, we limit our liability to the fullest extent permitted by the Australia Consumer Law.

You agree to defend, indemnify and hold us, our affiliates, licensors and service providers, and each of their respective officers, directors, employees, contractors, agents, licensors, suppliers, successors and assigns, harmless from and against any claims, liabilities, damages, judgments, awards, losses, costs, expenses or fees (including reasonable attorneys’ fees) arising out of or relating to your violation of these terms or your use of the Site, including but not limited to your use of any information obtained from the site and any use of the Site’s content, services and products other than expressly authorised in these terms.

Australian law applies to disputes

These terms of use, their subject matter and their formation, are governed by Australian law. You and we both agree that the courts in Australia will have exclusive jurisdiction.

Prohibited Use

You may use the Site only for lawful purposes and in accordance with these terms. You agree not to use the Site:

• in any way that violates any applicable federal, state, local or international law or regulation (including, without limitation, any laws regarding the export of data or software to and from other countries);
• for the purpose of exploiting, harming or attempting to exploit or harm minors in any way by exposing them to inappropriate content, asking for personally identifiable information or otherwise;
• to transmit, or procure the sending of, any advertising or promotional material including any ‘junk mail’, ‘chain letter’ or ‘spam’ or any other similar solicitation;
• to impersonate or attempt to impersonate us, any of our employees, another user or any other person or entity (including, without limitation, by using email addresses or screen names associated with any of the foregoing);
• to engage in any other conduct that restrict or inhibits anyone’s use or enjoyment of the Site, or which, as determined by us, may harm us or users of the Site or expose them to liability.

Additionally, you agree not to:

• use the Site in any manner that could disable, overburden, damage or impair the Site or interfere with any other party’s use of the Site, including their ability to engage in real time activities through the Site;
• use any robot, spider or other automatic device, process or means to access the Site for any purpose, including monitoring or copying any of the material on the Site;
• use any manual process to monitor or copy any of the material on the Site or for any unauthorised purpose without our prior written consent;
• use any device, software or routine that interferes with the proper working of the Site;
• introduce any viruses, trojan horses, worms, logic bombs or other material which is malicious or technologically harmful;
• attempt to gain unauthorised access to, interfere with, damage or disrupt any parts of the Site, the service on which the Site is stored, or any server, computer or database connected to the Site;
• attack the Site via a denial-of-service attack or a distributed denial-of-service attack; or
• otherwise attempt to interfere with the proper working of the Site.

We may report any of the activities above to the relevant law enforcement authorities and we will cooperate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our Site will cease immediately.

Other terms and conditions

Additional terms and conditions may also apply to specific portions, services or features of the Site. All such additional terms and conditions are incorporated by this reference into these terms.