Australian Provider Claim Terms

Version: provider-claim-au-v1. These terms apply when a person submits a claim to manage an Australian provider profile on My Caring Guide.

1. Who may submit a claim

You may submit a claim only if you are authorised to act for the provider named in the listing. By submitting the claim, you represent that you are an owner, manager, staff member, officer, contractor, or other authorised representative with permission to request management access for that provider.

• You must use your own account and keep your sign-in details secure.
• You must provide your real name, role or title, and contact details.
• You must not submit a claim for a provider if your authority has ended, is disputed, or is limited in a way that would not allow you to manage the profile.

2. Accuracy of claim information

You are responsible for ensuring the information, documents, and statements provided in the claim are true, current, complete, and not misleading.

• You must not impersonate another person or organisation.
• You must not submit forged, altered, or misleading evidence.
• You must promptly tell us if any claim information becomes inaccurate before the claim is decided.

3. Review, approval, and refusal

Submitting a claim does not guarantee approval or immediate access. We may review the claim manually or through automated checks, request more information, approve the claim, reject the claim, merge it into another operational process, or cancel it where needed to protect users, providers, or platform integrity.

• We may contact you or the provider using the details supplied.
• We may compare your claim with public, provider, or account records.
• We may refuse, suspend, or revoke access if authority cannot be verified or if a dispute, safety risk, legal concern, or policy issue arises.

4. Profile management obligations

If your claim is approved, you must manage the provider profile honestly, professionally, and in accordance with applicable Australian laws, professional obligations, and My Caring Guide policies.

• Profile information, service descriptions, prices, availability, and credentials must be accurate and kept up to date.
• You must not publish claims that are false, misleading, deceptive, or not supported by reasonable evidence.
• You must not imply endorsement, ranking preference, verification, accreditation, funding approval, or clinical superiority unless it is accurate and supportable.

5. Regulated services and professional obligations

If the provider offers health, aged care, disability, allied health, counselling, therapy, accommodation, or other regulated services, you remain responsible for complying with the laws, codes, registration rules, advertising standards, funding rules, and professional obligations that apply to that provider.

• Do not use protected titles unless the provider is entitled to do so.
• Do not make outcome guarantees, unsupported comparisons, or statements about qualifications, registrations, or approvals that cannot be substantiated.
• Do not use the platform to provide clinical, legal, financial, or emergency advice to consumers.

6. Reviews, responses, and consumer trust

Provider access may allow you to view, respond to, or dispute reviews where your plan and permissions allow it. You must use those tools in a way that preserves consumer trust.

• Do not post, request, or incentivise fake or misleading reviews.
• Do not pressure consumers, staff, family members, or contractors to remove or change genuine reviews.
• Do not include private, health, financial, or sensitive personal information in a public review response.
• Review responses should be factual, respectful, and limited to information appropriate for public display.

7. Privacy and confidential information

You must handle personal information lawfully and carefully. Do not upload or publish personal information, health information, NDIS plan details, funding information, identity documents, staff records, or confidential business information unless it is necessary for the claim or permitted by law and policy.

• Only provide information you are authorised to disclose.
• Remove or redact unnecessary personal information from supporting documents before upload.
• Tell us promptly if information submitted with a claim should be corrected, removed, restricted, or treated as sensitive.

8. Platform rights and safeguards

We may take reasonable steps to protect consumers, providers, reviewers, staff, and platform integrity.

• We may audit claim records, profile edits, review responses, account activity, and supporting evidence.
• We may moderate, reject, roll back, or remove profile content that breaches policy or creates legal, safety, privacy, trust, or quality risk.
• We may suspend or revoke provider access during an ownership dispute, authority concern, fraud review, safety review, or policy investigation.

9. Disputes and authority changes

If another person or organisation disputes your authority, or if your authority changes after approval, you must tell us promptly. We may request evidence, limit access, move the claim into manual review, or require a new claim from the correct authority holder.

10. Indemnity and responsibility

To the extent permitted by law, you are responsible for losses, complaints, claims, costs, penalties, or disputes arising from your unauthorised claim, inaccurate information, misuse of provider access, breach of these terms, or breach of applicable law or professional obligations.

11. No endorsement or verification badge

Claim approval means only that we have granted provider management access for the listing. It does not, by itself, create a trust badge, quality endorsement, clinical endorsement, funding endorsement, accreditation, regulatory approval, or higher organic ranking.

12. Australian market scope

These terms are written for Australian provider profiles. New Zealand provider claims require a separate New Zealand terms version before the claim flow may accept a New Zealand acknowledgement.

13. Changes to these terms

We may update these terms by publishing a new version. If a later version materially changes provider claim obligations, we may require a new acknowledgement before accepting a new claim or enabling additional provider access.

14. Contact

For provider claim questions, email hello@mycaringguide.com.