A guide to your Service Agreement with Hireup – Easy Read version

This is an Easy Read version of our Service Agreement.

You can use it as a guide to help you understand our
Service Agreement.

Hireup wrote this Service Agreement guide.

When you read the words ‘we’ or ‘us’, it means Hireup.

We wrote some important words in bold.

We explain what these bold words mean.

You can find out what they mean in the Word list.

You can ask for help to read this guide.

A friend, family member or support person might be able to help you.

Your Service Agreement is an agreement between:

• you – the person who will use our services

and

• us – Hireup.

Your Service Agreement could also be between:

• you
• us

and

• your guardian.

A guardian is a person who acts and makes decisions for you.

They could be:

• someone in your family
• a friend.

Sometimes a guardian is someone the government chooses for you.

Your Service Agreement is about the services and supports we can provide you.

Your Service Agreement explains:

• what you must do
• what we must do.

It also includes some important policies.

A policy is:  

• a plan for how to do things 
• where rules come from. 

Your Service Agreement starts when you sign your paperwork.

You can download a PDF of the full Service Agreement here.

You can contact us if you need support to download the Service Agreement.

hello@hireup.com.au

Our website helps connect people with disability with
support workers.

This means you can choose who you want to support you.

You can use our website to book a support worker.

You can choose:

• the date
• the time
• how long you need support for
• where you need the support.

Before you make a booking, you need to:

• talk to the support worker
• make sure they can give you the support you need.

If you need to change or cancel a booking, you have to:

• tell the support worker
• change the booking on our website.

If you don’t cancel in time, you still might have to pay for some of this support.

For example, if you cancel a booking less than 12 hours before it starts.

You can read our Cancellation Policy to find out more about changing or cancelling a booking.

help.hireup.com.au/hc/en-us/articles/ 360031493231-Statement-on-Cancellations

If we need to cancel a booking, we will try to help you find another support worker.

You should make all bookings for a support worker through our website.

You need to tell us if a support worker asks you to make a booking without using our website.

You need to tell us if someone shares your personal information without asking you first.

For example:

• where you live
• your phone number.

You also can’t share other people’s personal information unless they say you can.

We will:

• reply to you as soon as possible when you contact us

• follow the laws in Australia for service
  providers and employers

• manage the payment of support workers

• protect any personal information that you give us.

• We will also make sure we have the right insurance for the supports we provide.

Insurance is a service you pay for to protect you if something goes wrong. 

If you have insurance and something goes wrong, your insurance company pays the cost to fix it. 

We will try our best to make sure the support workers you book on our website do a good job.

Sometimes we need to:

• remove a support worker from our website
• cancel their bookings.

If this affects you, we will tell you as soon as we can.

We will make sure all support workers listed on our website have the right:

• experience
• qualifications.

If you have a qualification, you have:

• studied or trained
• learned how to do your job the right way.

You need to make sure the information you give us when you use our website is always:

• true
• up to date.

You need to tell us if your information changes.

This includes the information:

• on your profile
• in your support plan
• about the supports you need.

You should talk to a health professional about the supports you might need.

A health professional is someone who takes care of 
your health.

For example, a doctor or a nurse.

If you get funding, you should also check what supports this will pay for.

Funding is money from the government to pay for supports and services.

For example, you might take part in the National Disability Insurance Scheme (NDIS).

The NDIS provides services and supports to people with disability.

You can only ask your support workers to do things that are part of their job.

Your support worker can say no if you ask them to do something that:

• they can’t do
• isn’t part of their job
• isn’t safe.

You also need to:

• give your support workers the information they need to do a good job

• let your support workers take a meal break when they need one

• help keep your support workers safe.

You need to tell us if you have broken the law.

If someone else will be with you and your support worker, you also need to tell us if they have broken the law.

For example, if you live with a friend who has broken the law.

You need to show others respect when you use:

• our website
• our services.

You also need to tell us if:

• you or your support worker get injured while you are getting support

• you aren’t happy with our services or the supports you get.

You must also follow our Code of Conduct.

Our Code of Conduct explains how we expect everyone to behave when they use our services.

You can read our Code of Conduct on our website.

help.hireup.com.au/hc/en-us/articles/ 8813452163993-Hireup-Code-of-Conduct

During our agreement, we might share private information with you.

You must not share this private information unless we say it is ok.

If the law says you must share this information, you must tell us first.

We will try to protect this information.

After you have received the support you booked, you need to go to our website to:

• approve your booking

or

• ask for changes.

You can read our Booking Approval Policy to find out more about approving or changing a booking.

help.hireup.com.au/hc/en-us/articles /28407565895193-Booking-Approval-Policy

After you approve your bookings, we will send you an invoice.

An invoice is a list of goods or services and how much
they cost.

We can also send an invoice to:

• your NDIS plan manager – someone who supports you to manage your NDIS funding

• support coordinator – someone who helps you plan and use your supports

• anyone else who needs it.

You need to make sure that:

• your payment information is right

• you have enough money to pay for the service

• you pay for the service on time.

• We will tell you one week before we change the price of your support.

• You will have 10 days to tell us if you don’t agree with something on your invoice.

We will tell you if we change your Service Agreement.

We will send you information about changes to your Service Agreement in writing.

For example, we will send you emails.

If you use our website after your Service Agreement changes, it means you agree to these changes.

If you don’t agree, you can end your Service Agreement.

You can end your Service Agreement:

• at any time
• for any reason.

You just need to send us an email.

hello@hireup.com.au

We can end your Service Agreement at any time if we think you are not following the rules in our agreement.

If we think there is a reason to stop providing you support, we will tell you in writing.

After your Service Agreement ends, we will try to help you find other support services.

You can read our Offboarding Policy to find out more about what you need to do after this agreement ends.

help.hireup.com.au/hc/en-us/articles/ 28407681640601-Offboarding-Policy

We want to hear from you if you have any feedback.

When you give feedback, you tell someone what they: 

• are doing well 
• can do better. 

We also want to hear from you if you want to make a complaint.

When you make a complaint, you tell someone that something: 

• has gone wrong 
• isn’t working well. 

You can call us.

(02) 9113 5933

Or you can email us.

hello@hireup.com.au

We will use the information you give us to help improve 
our services.

Guardian

A guardian is a person who acts and makes decisions for you.

Complaint

When you make a complaint, you tell someone

that something:

• has gone wrong
• isn’t working well.

Feedback

When you give feedback, you tell someone

what they:

• are doing well
• can do better.

Funding

Funding is money from the government to pay for supports and services.

Health professional

A health professional is someone who takes care of your health.

For example, a doctor or a nurse.

Insurance

Insurance is a service you pay for to protect you if something goes wrong. 

If you have insurance and something goes wrong, your insurance company pays the cost to fix it. 

Invoice

An invoice is a list of goods or services and how much
they cost.

National Disability Insurance Scheme (NDIS)

The NDIS provides services and supports to people with disability.

Plan manager

A plan manager someone who supports you to manage your NDIS funding.

Policy

A policy is:  

• a plan for how to do things 
• where rules come from. 

Qualification

If you have a qualification, you have:

• studied or trained
• learned how to do your job the right way.

Support coordinator

A support coordinator is someone who helps you plan and use your supports.

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