Help is at Hand Terms & Conditions
ABN: 11 972 123 896
Effective Date: Monday 4th of August 2025
1. Introduction
Help is at Hand Co. (“we”, “our”, “us”) is a Melbourne-based advocacy service committed to providing personalised advocacy, support, assistance, and referrals to individuals facing everyday challenges, whether simple or complex. We assist clients with navigating services and systems, securing better deals on essential services such as electricity, gas, mobile plans, internet, and banking, and providing a listening ear and practical help where appropriate.
Our services are designed to be affordable, with many available at no cost to clients who receive support through programs such as the National Disability Insurance Scheme (NDIS) or Aged Care funding. We primarily assist residents of Victoria, Australia.
Our utility and tele-communication comparison service will be free of charge moving forth permanently.
Any other services we provide, such as: advocacy, assistance and support, we reserve the right to charge for but we will infomr you and have you agree before we take any form of payment.
PLEASE NOTE: We will ALWAYS discuss with you previously before suggesting any form of paid services.By engaging our services, you (“you”, “your”, “the client”) agree to be bound by these Terms and Conditions.
2. Scope of Services
2.1. We provide general advocacy, support, assistance, and referrals.
2.2. We are not a legal service, financial advisor, or licensed professional in law, finance, medicine, or any regulated profession.
2.3. Any guidance, information, or suggestions we provide are general in nature and should not be relied upon as professional advice. You should always seek advice from a qualified professional where appropriate.
3. Acknowledgement and Agreement
By using our services, you acknowledge and agree that:
- Any information provided by us is offered in good faith.
- We are not responsible for decisions you make or any outcomes resulting from your actions based on any and all information provided to you by Help is at Hand Co..
- You remain solely responsible for determining the suitability of our services for your needs.
4. Telephone & Communication Disclaimer
When receiving services via telephone, video call, email, or other communication channels:
4.1. Calls WILL be recorded for transparency, quality assurance, and training purposes.
4.2. You may end a call or meeting at any time.
4.3. You confirm you understand that our services are limited to general advocacy and referral support.
4.4. You agree that Help is at Hand will not be liable for any loss, damage, financial impact, or other consequences arising from the use of our services or reliance on information we provide.
4.5. We will maintain confidentiality except:
- If required by law;
- If we believe there is a serious and immediate risk to you or another person;
- To prevent a serious crime.
5. Privacy and Confidentiality
5.1. We collect personal information including, but not limited to, your name, contact details, and relevant background information for the purposes of delivering our services.
5.2. We treat all client information as confidential, and access is restricted to authorised staff and contractors.
5.3. Your information will not be shared, sold, or disclosed without your consent, except where required by law or where serious harm risk exists.
5.4. We take reasonable steps to ensure information security, including secure digital storage, password-protected systems, locked physical storage, and secure disposal of records when no longer needed.
5.5. Clients have the right to access and request corrections to their personal information and to withdraw consent for its use (subject to legal obligations).
6. Client Responsibilities
You agree to:
- Provide accurate and honest information relevant to the services you request.
- Notify us of any changes to your circumstances.
- Take reasonable precautions to protect your own privacy when communicating digitally (e.g., use secure devices and networks).
7. Limitations of Liability
7.1. To the maximum extent permitted by law, Help is at Hand Co. excludes all liability for loss, damage, or injury arising from or connected to the provision (or non-provision) of our services.
7.2. We do not guarantee any specific outcome from our services.
7.3. You agree to indemnify and hold harmless Help is at Hand, its staff, and contractors against any claims, costs, or liabilities arising from your use of our services.
8. Termination of Services
8.1. Either party may terminate the service relationship at any time.
8.2. Upon termination, confidentiality obligations remain in effect.
9. Governing Law
These Terms and Conditions are governed by the laws of the State of Victoria, Australia. Please see our complaints policy should you require clarification.
10. Acceptance of Terms
By engaging the services of Help is at Hand Co., you confirm that you:
- Have read and understood these Terms and Conditions;
- Understand the limitations of our services;
- Agree to be bound by these Terms and Conditions.
Help is at Hand Co.
ABN: 11 972 123 896
Chief Privacy Expert: Marcus Barlow
Email: marcus@helpisathand.info
Phone: 03 7064 8260
