Terms and Conditions

Barwon Mobility provides pre-booked, wheelchair accessible passenger transport across the Geelong and Barwon region, including transport for NDIS participants (self-managed and plan-managed), aged care clients, and members of the public requiring accessible transport.

Where transport is funded under the NDIS, the specific terms of your Service Agreement take precedence over these website Terms in the event of any conflict.

Bookings can be made by phone on 0410 034 343, by email at [email protected], or via our booking page at barwonmobility.com.au/book-now. We recommend booking at least 48 hours in advance where possible. We will always try to accommodate shorter-notice requests, subject to availability.

We will confirm pick-up time, location, destination, and any support or mobility equipment needs at the time of booking. It is your responsibility to provide accurate information about mobility equipment, support needs, and any relevant medical or safety information at the time of booking.

Cancellations made with more than 24 hours notice: no charge.

Cancellations made with less than 24 hours notice, or where you are not present at the agreed pick-up location and time (no-show): a short notice charge of $50.00 applies.

We will provide as much notice as possible if we need to cancel or reschedule a booking on our end, and no charge will apply in this case.

Current transport rates are available on request and are set out in your Service Agreement (for NDIS clients) or quoted at time of booking (for other clients). NDIS pricing is based on the NDIS Pricing Arrangements and Price Limits in effect at the time of service, and is reviewed annually.

Tolls, parking, and ferry costs incurred during a trip are charged at cost in addition to the transport fee.

Self-managed and private clients: payment is due within 5 business days of invoice. Plan-managed clients: invoices are sent to your nominated plan manager. Overdue accounts may affect our ability to continue providing services.

All vehicles used are appropriately maintained and equipped for wheelchair accessible transport. Wheelchairs, mobility scooters, and passengers will be properly restrained for the duration of travel, in line with vehicle safety requirements.

Drivers hold all licensing and accreditation required under Victorian law to provide commercial passenger transport, including wheelchair accessible vehicle endorsement where applicable.

We reserve the right to decline transport where a vehicle or piece of equipment cannot be safely accommodated, or where a safety risk cannot be adequately managed.

We ask that clients, family members, and support people treat our drivers and staff with courtesy and respect. We reserve the right to refuse or discontinue service in cases of abusive, threatening, or unsafe behaviour toward our staff.

We collect and store only the personal and health information needed to safely provide transport services. This information is handled in accordance with our Privacy Policy and the Australian Privacy Principles, and is not shared with third parties except where you have consented, where required by law, or with your plan manager solely for invoicing purposes.

To the maximum extent permitted by law, Barwon Mobility is not liable for delays, losses, or damages arising from circumstances outside our reasonable control (including traffic, weather, road closures, or vehicle mechanical faults), provided we have taken reasonable steps to minimise disruption and communicate promptly with you.

Nothing in these Terms limits any rights you have under the Australian Consumer Law or the NDIS Code of Conduct that cannot be excluded by agreement.

We welcome feedback at any time via phone (0410 034 343) or email ([email protected]). If you have a complaint, we aim to resolve it directly and promptly. If you are not satisfied with our response, you may contact the NDIS Quality and Safeguards Commission on 1800 035 544 or www.ndiscommission.gov.au. Making a complaint will not affect the quality of service you receive from us.

We may update these Terms from time to time. The current version will always be available on our website. Continued use of our services after changes are posted constitutes acceptance of the updated Terms.

Barwon Mobility PO BOX 3077, Grovedale VIC 3216 0410 034 343 · [email protected] www.barwonmobility.com.au