Terms of Service – Local Home Help

These Terms of Service apply when you access or use the Local Home Help website, Liz, the provider directory, calculators, shortlists, provider profiles, enquiry tools and related services.

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

By using Local Home Help, you agree to these Terms. If you do not agree, you should not use the website.

1. About Local Home Help

Local Home Help is an independent information, comparison and navigation platform designed to help people:

• understand home support and aged care options;

• consider their service needs and preferences;

• search for providers;

• receive potentially relevant provider matches;

• compare and shortlist providers; and

• contact providers directly.

Local Home Help does not itself provide aged care, healthcare, clinical care, financial advice, legal advice or government assessments.

We are not affiliated with the Australian Government, My Aged Care or Services Australia.

2. General information only

Information provided through Local Home Help is general in nature.

It does not take into account every aspect of an individual’s circumstances and must not be treated as:

• medical or clinical advice;

• a diagnosis;

• legal advice;

• financial advice;

• an aged care assessment;

• a funding or eligibility decision;

• an emergency response service; or

• a guarantee that a provider or service will be suitable.

You remain responsible for confirming important information with the relevant provider, government agency or qualified professional.

3. Liz and automated matching

Liz uses information supplied by users and information held about providers to identify potentially relevant information, services and provider options.

Matching may consider factors such as:

• location and service coverage;

• service needs;

• funding circumstances;

• service preferences;

• management preferences;

• timing;

• provider capabilities;

• provider availability information; and

• other factors relevant to the search.

Liz may generate relevance scores, categories, summaries, suggested pathways or provider shortlists.

These outputs are intended to narrow the search and support decision-making. They are not professional recommendations or determinations that a provider is appropriate.

You decide whether to:

• view a provider;

• add a provider to a shortlist;

• contact a provider;

• proceed with a service; or

• seek further professional or government advice.

4. No paid influence over Liz

A provider cannot pay Local Home Help for:

• a higher position in Liz results;

• better relevance or compatibility scores;

• preferential ranking;

• inclusion in a personalised shortlist; or

• exclusion of another provider from genuine matching results.

Provider matches are intended to be based on relevance to the information supplied by the user and the provider information available to Local Home Help.

Local Home Help may offer separate provider tools, reporting, communications, advertising or commercial services. These must remain separate from personalised Liz matching and must not alter which providers are selected or how personalised results are ranked.

Any clearly labelled paid placement outside personalised Liz results must not be presented as an organic or independent match.

5. Provider listings

Some provider profiles are created or maintained by the provider.

Other profiles may be created using:

• publicly available information;

• government or professional registers;

• provider websites;

• information supplied by authorised representatives; or

• other sources we reasonably consider appropriate.

A provider’s appearance on Local Home Help does not mean that:

• Local Home Help endorses the provider;

• Local Home Help has audited every aspect of the provider;

• the provider is available;

• the provider is suitable for a particular person;

• the provider has accepted an enquiry; or

• every item of profile information is complete or current.

Providers are responsible for ensuring that information they submit is accurate and not misleading.

6. Government approval and registration information

Where Local Home Help displays information about government approval, registration, professional qualifications or funding programs, that information is provided as a navigation aid.

Users should independently confirm current status through official sources or directly with the provider before making a decision.

Government programs, provider approvals, prices, service areas and eligibility rules may change.

7. Provider enquiries

Local Home Help does not automatically send a user’s details to a provider merely because the user:

• uses Liz;

• views a provider profile;

• compares providers; or

• adds a provider to a shortlist.

Information is sent to a provider only where the user takes an action requesting contact or submission of an enquiry.

Where you submit an enquiry, you authorise Local Home Help to send the selected provider the information included in that enquiry, which may include:

• your contact information;

• your written message;

• selected Liz answers;

• shortlist details; and

• other information you choose to include.

Once the provider receives the enquiry, its handling of the information is also subject to that provider’s privacy practices.

Local Home Help does not guarantee:

• that an enquiry will be delivered without delay;

• that a provider will respond;

• how quickly a provider will respond;

• that a provider has capacity;

• that a provider will accept the person seeking support; or

• that an enquiry will result in services being provided.

8. No agency, brokerage or care relationship

Local Home Help is not:

• the agent of a consumer;

• the agent of a provider;

• an employer of listed provider staff;

• a party to a service agreement between a user and provider;

• responsible for delivering care;

• responsible for supervising provider staff; or

• responsible for payments made between users and providers.

Any service relationship is entered into directly between the consumer and the provider.

Users should review the provider’s own service agreement, privacy policy, prices, cancellation terms, qualifications and complaint processes before proceeding.

9. User responsibilities

When using Local Home Help, you agree to:

• provide information honestly and accurately;

• use the website only for lawful purposes;

• independently confirm information material to a care decision;

• avoid submitting unnecessary medical records or government identifiers;

• obtain appropriate authority before providing information about another person;

• not impersonate another person or organisation;

• not interfere with the operation or security of the website;

• not scrape, copy or systematically extract information without permission;

• not attempt to reverse engineer or manipulate Liz;

• not submit harmful code or automated requests; and

• not use Local Home Help to harass, mislead or unlawfully contact another person.

10. Information about another person

You may use Local Home Help to help a family member, client or another person.

Where you provide personal information about someone else, you confirm that:

• you are authorised to provide it;

• the information is relevant to the request;

• providing it does not breach a legal, professional or confidentiality obligation; and

• where appropriate, the person has been informed.

You should not provide more information about another person than is reasonably necessary.

11. Emergencies and urgent situations

Local Home Help is not an emergency, crisis or clinical triage service.

Do not rely on Liz, website content, email or a provider enquiry where someone is in immediate danger or requires urgent medical attention.

In an emergency, call 000.

For urgent health concerns, contact an appropriate healthcare professional, hospital or government service.

12. Accounts and provider access

Some provider or administrative functions may require an account.

You are responsible for:

• maintaining the confidentiality of login details;

• activity performed through your account;

• providing accurate account information; and

• notifying us if you suspect unauthorised access.

We may suspend or restrict access where reasonably necessary to protect the website, users, providers or data.

13. Intellectual property

Unless otherwise stated, the website and its original content, design, branding, software, matching logic, databases and tools are owned by or licensed to Local Home Help.

You may use the website for personal, non-commercial navigation and evaluation purposes.

You must not, without prior written permission:

• reproduce substantial parts of the website;

• republish provider data as a competing directory;

• copy or replicate Liz or its matching processes;

• use automated systems to extract data;

• remove copyright or attribution notices; or

• use Local Home Help branding in a misleading manner.

Providers retain ownership of material they submit but grant Local Home Help a non-exclusive, royalty-free licence to use, reproduce, edit, format and display that material for operating and promoting the platform and the provider’s profile.

14. Feedback and submissions

Where you provide feedback, suggestions or non-confidential ideas about Local Home Help, you allow us to use them to evaluate and improve our services without an obligation to compensate you.

This does not give us ownership of your personal information or provider branding.

15. Analytics and de-identified insights

Local Home Help may analyse website, search, matching, shortlist, provider and enquiry activity to:

• operate and improve the platform;

• understand consumer needs;

• identify service gaps;

• measure performance;

• conduct research; and

• produce aggregated and de-identified sector insights.

The handling of personal information, sensitive information and external reporting is governed by our Privacy Policy.

We do not authorise external recipients to use sector reports to identify individual users.

16. Third-party websites and services

Local Home Help may link to:

• provider websites;

• government websites;

• professional registers;

• external articles;

• mapping services; and

• other third-party resources.

We do not control these services and are not responsible for their availability, security, content, accuracy or privacy practices.

A link does not necessarily constitute an endorsement.

17. Availability and changes

We aim to keep Local Home Help available and functioning, but we do not guarantee continuous or error-free access.

We may:

• modify or improve the website;

• add or remove functions;

• update matching logic;

• correct information;

• suspend access for maintenance or security;

• remove content; or

• discontinue part of the service.

We may change provider results where provider data, user answers, geographic coverage or matching processes change.

18. Suspension and termination

We may suspend, restrict or terminate access where a user or provider:

• breaches these Terms;

• provides false or misleading information;

• misuses the website;

• threatens the safety or rights of another person;

• interferes with website security;

• engages in unlawful conduct; or

• creates material legal, operational or reputational risk.

Where practical and appropriate, we may provide notice or an opportunity to address the issue.

19. Consumer guarantees

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law or another applicable law.

Where liability can lawfully be limited, it is limited only to the maximum extent permitted by law.

20. Limitation of liability

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

• reliance on general website information;

• incorrect, incomplete or outdated provider information;

• a provider’s acts, omissions or services;

• a provider’s failure to respond;

• a user’s decision to engage a provider;

• changes to government programs, pricing or eligibility;

• interruption or unavailability of the website;

• unauthorised access beyond our reasonable control; or

• external websites and services.

Local Home Help does not exclude liability that cannot lawfully be excluded.

21. Indemnity for misuse

To the extent permitted by law, you are responsible for loss reasonably incurred by Local Home Help resulting from your unlawful use of the website, material breach of these Terms or infringement of another person’s rights.

This provision does not apply to the extent that the loss was caused or contributed to by Local Home Help.

22. Privacy

Our collection and handling of personal information is governed by the Local Home Help Privacy Policy.

By providing information, you acknowledge that it will be handled as described in that policy and any collection notice shown at the relevant point.

23. Changes to these Terms

We may update these Terms where our services, operations or legal obligations change.

The current version will be published on this page with the date it took effect.

Continued use after an update constitutes acceptance of the revised Terms, except where applicable law requires a different form of notice or consent.

24. Governing law

These Terms are governed by the laws of Victoria, Australia.

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

25. Contact

Questions about these Terms can be directed to:

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