Provider Listing Agreement – Local Home Help

This Provider Listing Agreement explains the conditions applying when an organisation is listed on, claims a profile, submits information to or otherwise participates in Local Home Help.

Local Home Help Navigator, ABN 65 439 217 249, trading as Local Home Help (“Local Home Help”, “we”, “us” or “our”), operates the platform.

By claiming, submitting or managing a provider listing, you agree to this Provider Listing Agreement.

1. About Local Home Help

Local Home Help is an independent information and navigation platform that helps older people, families, care managers and other users:

• understand home support and aged care options;

• search for services in their area;

• receive potentially relevant provider matches;

• compare and shortlist providers; and

• contact providers directly.

Local Home Help does not act as the provider’s agent and does not guarantee enquiries, clients, revenue, referrals or service outcomes.

2. How providers may appear on Local Home Help

A provider profile may be:

• created and managed by the provider;

• submitted by an authorised representative;

• created by Local Home Help using publicly available information;

• based on government or professional registers;

• based on information supplied by another reliable source; or

• created to help consumers identify relevant services operating in an area.

A provider does not have to claim a profile for publicly available information about it to appear on Local Home Help.

Providers are encouraged to claim and maintain profiles so that service details, contact information, coverage areas and other information remain accurate.

3. Free listings and commercial separation

A standard provider listing may be made available without charge.

Claiming or maintaining a standard profile does not:

• improve its ranking;

• increase its compatibility score;

• guarantee inclusion in a Liz shortlist;

• give the provider preferential treatment; or

• reduce the visibility of another provider.

Local Home Help may offer separate paid services, tools or commercial products to providers, such as:

• profile-management tools;

• analytics or reporting;

• communication or intake tools;

• consumer-demand insights;

• education or operational resources;

• clearly labelled advertising; or

• other services separate from personalised matching.

Purchasing a separate service must not influence:

• which providers Liz identifies as relevant;

• how personalised Liz results are ranked;

• compatibility or relevance scores; or

• whether another suitable provider appears.

No provider can purchase preferential placement within personalised Liz matching results.

Any commercial terms for a separate paid product will be disclosed independently and do not form part of this standard listing agreement unless expressly stated.

4. How listings and Liz results are presented

Provider profiles and Liz results may be presented using information about:

• service types;

• specialties;

• locations and service areas;

• funding programs;

• service-delivery models;

• management options;

• availability;

• client suitability;

• provider characteristics;

• consumer answers and preferences; and

• other factors relevant to the search.

A complete profile may allow Local Home Help to describe a provider and assess relevance more accurately. It does not create paid preference or guaranteed visibility.

Results may vary between users because different users provide different answers and have different locations, circumstances and preferences.

Local Home Help may update its taxonomy, matching logic, presentation, profile structure and search methods over time.

5. Provider responsibilities

The provider must ensure that information it supplies is:

• accurate;

• current;

• complete where reasonably necessary;

• not misleading or deceptive;

• supported by evidence where appropriate;

• consistent with applicable laws and professional obligations; and

• authorised for publication.

The provider must promptly update or notify Local Home Help about material changes to:

• services;

• locations;

• coverage areas;

• contact details;

• availability;

• funding arrangements;

• government approval;

• registration;

• qualifications;

• ownership;

• complaints information where disclosure is legally required; or

• any other information that could materially affect a consumer’s decision.

6. Authority to manage a listing

A person claiming or managing a profile confirms that they:

• are authorised to act for the provider;

• have authority to publish and update the submitted information;

• may grant the permissions contained in this agreement; and

• will not use the claim process to take control of another organisation’s profile.

Local Home Help may request reasonable evidence of identity, employment, authority or ownership before approving access.

We may decline, suspend or reverse a listing claim where authority cannot be established.

7. Provider content

Provider content may include:

• business names;

• logos and images;

• descriptions;

• addresses and service areas;

• telephone numbers and email addresses;

• website links;

• services and specialties;

• opening hours;

• funding and approval information;

• availability information;

• consumer suitability information; and

• other submitted material.

The provider retains ownership of its original content.

The provider grants Local Home Help a non-exclusive, royalty-free licence to:

• store;

• reproduce;

• format;

• edit for clarity, consistency or length;

• display;

• distribute through the platform;

• include in search and matching processes; and

• use for reasonable promotion of the provider’s presence on Local Home Help.

Local Home Help will not knowingly make a material factual change to provider-supplied information without a reasonable basis.

8. Provider images and branding

The provider confirms that it has the right to supply and authorise the use of any:

• logo;

• photograph;

• graphic;

• trademark;

• testimonial;

• written description; or

• other intellectual property.

Provider images must not unlawfully identify a client, disclose confidential information or infringe another person’s rights.

Local Home Help may crop, resize or reformat images for presentation.

9. Government approval, registration and professional status

Providers must not falsely state or imply that they:

• are government approved;

• participate in a funding program;

• hold a professional registration;

• employ particular qualified professionals;

• provide a regulated service; or

• operate in an area they do not service.

Where Local Home Help requests evidence of approval, registration or professional status, the provider must provide accurate supporting information.

Local Home Help may display information from an official register or public source even where the provider has not supplied it directly.

10. Consumer enquiries

Local Home Help may allow consumers to contact providers directly or submit an enquiry through the platform.

The provider agrees to:

• handle enquiries lawfully and professionally;

• protect personal and sensitive information received;

• use enquiry information only for responding to and managing the relevant request;

• avoid adding a person to unrelated marketing lists without appropriate permission;

• avoid sharing enquiry information without authority;

• comply with applicable privacy and direct-marketing laws;

• clearly identify itself when contacting the consumer; and

• respect a consumer’s request not to be contacted.

The provider is responsible for its own response, intake, sales, assessment and service processes.

Local Home Help does not guarantee:

• the number of enquiries;

• the suitability of an enquiry;

• consumer eligibility;

• funding;

• conversion;

• provider capacity; or

• that an enquiry will result in a service relationship.

11. No sale of consumer leads through matching

Local Home Help does not sell a consumer’s personalised Liz placement or shortlist position to providers.

A provider does not obtain exclusive access to a user merely because it:

• appears in a shortlist;

• receives an enquiry;

• purchases a separate provider service; or

• participates commercially with Local Home Help.

Consumers retain control over which providers they contact.

12. Analytics and provider reporting

Local Home Help may record and analyse activity associated with provider profiles, including:

• profile views;

• views resulting from Liz;

• shortlist selections;

• comparisons;

• website-link selections;

• email or enquiry actions;

• search demand;

• geographic demand;

• service demand; and

• other platform interactions.

Local Home Help may provide a provider with analytics about its own profile or aggregated market activity.

Analytics may be incomplete, approximate or affected by:

• cookie settings;

• device changes;

• browser restrictions;

• automated traffic;

• tracking limitations;

• technical errors; and

• reporting methodology.

Local Home Help does not guarantee that analytics will capture every interaction.

Provider reporting must not identify an individual consumer unless that consumer has chosen to send an enquiry or has otherwise authorised the disclosure.

Sector reports may contain aggregated and de-identified information derived from activity across Local Home Help. Providers must not attempt to re-identify any person from such reports or combine the reports with other information for that purpose.

13. Privacy and data handling

Each party is responsible for complying with privacy obligations applying to information it collects or receives.

Local Home Help handles personal information under its Privacy Policy.

Once a provider receives consumer information through an authorised enquiry, the provider is responsible for its subsequent use, storage, disclosure, security and deletion.

A provider must notify Local Home Help promptly if it becomes aware of:

• unauthorised access to enquiry information;

• a privacy breach affecting information received through Local Home Help;

• misuse of consumer information; or

• an unlawful or unauthorised marketing activity involving an LHH enquiry.

14. Provider conduct

A provider must not:

• misrepresent its services, pricing, approval or availability;

• publish false reviews or testimonials;

• manipulate or attempt to manipulate Liz results;

• submit false consumer activity;

• scrape or copy the directory;

• use enquiries for unrelated marketing without permission;

• impersonate Local Home Help;

• state that Local Home Help endorses or recommends it;

• use LHH branding without permission;

• interfere with another provider’s profile; or

• engage in unlawful, abusive or misleading conduct.

15. Complaints and concerns

Local Home Help may receive consumer feedback or complaints about a provider.

We may:

• refer a complaint to the provider;

• request a response or supporting information;

• correct or qualify profile information;

• temporarily restrict a profile;

• remove particular content;

• suspend or remove the listing; or

• refer a matter to an appropriate authority where reasonably necessary.

The existence of a complaint does not automatically establish wrongdoing.

Local Home Help will act reasonably having regard to consumer safety, fairness, available evidence and the purpose of the platform.

16. Suspension, correction and removal

Local Home Help may correct, restrict, suspend or remove a profile where:

• information is materially inaccurate or misleading;

• the provider cannot verify a material claim;

• the provider is no longer operating;

• approval, registration or authority has changed;

• there are credible safety, conduct or compliance concerns;

• the provider misuses consumer information;

• the provider attempts to manipulate the platform;

• the provider breaches this agreement;

• publication creates material legal or consumer risk; or

• the profile no longer fits the scope of Local Home Help.

Where appropriate, we may contact the provider before taking action. Immediate action may be taken where consumer safety, privacy, security or legal risk requires it.

17. Ending participation

A provider may ask Local Home Help to remove provider-supplied content or cease its management access.

However, Local Home Help may retain or republish accurate publicly available factual information where lawful and appropriate for maintaining a useful consumer directory.

Ending participation does not require Local Home Help to delete:

• legal or operational records;

• historical analytics;

• complaint records;

• de-identified information; or

• information required for security, compliance or dispute resolution.

Separate paid services, where applicable, may have their own cancellation and payment terms.

18. No guarantees

Local Home Help does not guarantee:

• profile traffic;

• search visibility;

• shortlist inclusion;

• rankings;

• enquiries;

• response rates;

• conversion;

• revenue;

• geographic exclusivity;

• consumer suitability; or

• uninterrupted platform availability.

Visibility may change based on consumer needs, location, service relevance, data quality, provider coverage, availability and platform changes.

19. Relationship between the parties

Local Home Help and the provider are independent parties.

Nothing in this agreement creates:

• an employment relationship;

• a partnership;

• a joint venture;

• an agency relationship;

• a franchise;

• an exclusive referral arrangement; or

• authority for either party to bind the other.

Local Home Help is not a party to an agreement between a provider and consumer.

20. Liability and consumer law

Nothing in this agreement excludes, restricts or modifies a right or remedy that cannot lawfully be excluded.

To the extent permitted by law, Local Home Help is not responsible for loss arising from:

• a lack of enquiries;

• provider ranking or visibility;

• incomplete or incorrect provider-supplied information;

• consumer decisions;

• failure of a consumer to proceed;

• technical interruptions;

• external websites; or

• the provider’s services or conduct.

The provider remains responsible for the services it offers and supplies.

21. Changes to this agreement

Local Home Help may update this agreement where its services, commercial model, technology or legal obligations change.

The current version will be published on this page.

Material changes affecting claimed providers may also be communicated through the provider account or available contact details.

22. Governing law

This agreement is governed by the laws of Victoria, Australia.

The parties submit to the courts of Victoria and any courts entitled to hear appeals from them.

23. Contact

Questions about listings or this agreement can be directed to:

Local Home Help Navigator
Email: hello@localhomehelp.com.au
Telephone: 03 8904 9010
ABN: 65 439 217 249