Rainbow Club Service Agreement

Welcome to Rainbow Club Australia. 

This Service Agreement outlines the responsibilities of Rainbow Club Australia Limited, participants (members), and their representatives, including parents, guardians, carers, nominees, support workers and authorised representatives. 

The purpose of this Service Agreement is to outline the terms relating to enrolment, attendance, payments, make-up lessons, class participation, safety, participant rights, and the ongoing delivery of Rainbow Club programs. 

By enrolling in a Rainbow Club program, participants and their representatives agree to the terms outlined within this Service Agreement. 

If you are joining a waitlist only and are not currently enrolled in a class or making payment, this Service Agreement is provided for informational purposes only. 

Rainbow Club Australia is committed to providing safe, inclusive and supportive swimming and movement programs for children and young adults with a disability. 

Rainbow Club aims to: 

• promote social participation and inclusion 

• provide safe and enjoyable learning environments 

• support individual skill development and progression 

• respect participant choice and control 

• uphold participant rights and dignity 

• comply with all relevant NDIS requirements and legislative obligations 

By enrolling in a Rainbow Club program, accepting a class placement, making payment, or continuing participation in Rainbow Club services, participants and their representatives acknowledge that they have read, understood and accepted this Service Agreement. 

A participant or member is the individual receiving services from Rainbow Club Australia. 

A representative may include a parent, guardian, nominee, carer, support worker, advocate or other authorised person acting on behalf of the participant.

Continuous enrolment refers to Rainbow Club’s ongoing membership model where a participant remains enrolled in a recurring weekly class until a cancellation request is submitted and processed or enrolment otherwise ceases in accordance with this Agreement. 

The Parent Portal is Rainbow Club’s online member management system used for enrolment management, attendance recording, absence notifications, make-up lesson bookings, receipts and account information. 

A make-up lesson token is a replacement lesson opportunity issued following an eligible absence recorded in accordance with this Service Agreement.

Direct debit refers to the recurring payment authority provided by the participant or representative authorising Rainbow Club’s payment provider to process lesson fees. 

A blocked-out date is a date where lessons are not scheduled to operate due to public holidays, venue restrictions, school holiday closures, pool maintenance, Rainbow Club events or other operational requirements. 

A NDIS participant is a participant whose supports are funded wholly or partially through the National Disability Insurance Scheme.

A participant who manages and pays for their supports directly and seeks reimbursement through the NDIS. 

A participant whose invoices are managed and paid through a registered Plan Manager.

A participant whose supports are paid directly by the National Disability Insurance Agency (NDIA). 

Rainbow Club operates on a continuous enrolment model. 

Participants remain enrolled in their weekly lesson until: 

• a cancellation request is received and processed 

• enrolment is cancelled due to non-payment 

• Rainbow Club withdraws services in accordance with this Agreement 

• supports can no longer be safely provided 

• the participant chooses to cease participation 

Continuous enrolment reduces the need for repeated re-enrolment and supports greater consistency, continuity and progression for participants. 

Continuous enrolment does not guarantee year-round operation at every Rainbow Club location.

Class bookings are subject to availability. 

Rainbow Club aims to maintain consistency in class times, locations and teachers wherever reasonably possible. 

However, Rainbow Club reserves the right to: 

• change teachers 

• adjust class times 

• combine or restructure classes 

• relocate classes 

• modify class ratios where appropriate 

• implement operational changes required to safely deliver services 

Participants and representatives will be notified of significant changes as early as reasonably possible.

Rainbow Club classes are capacity-limited. 

Where a participant’s enrolment ends, the available class position may be offered to another participant on the waitlist. 

Reinstatement into the same class, teacher, lesson time or location cannot be guaranteed and remains subject to availability. 

Rainbow Club may offer transfers between classes, clubs or programs where there are suitable vacancies. 

Transfer requests are subject to: 

• participant suitability 

• class availability 

• assessment outcomes 

• operational requirements 

Rainbow Club cannot guarantee that a requested transfer will be possible.

Rainbow Club may introduce new programs, modify existing programs or discontinue programs at their discretion.

Rainbow Club operates on a variable monthly billing structure. 

Participants are charged monthly based on the number of lessons scheduled to occur within that specific month for their particular class and location. 

Monthly fees may vary depending on: 

• public holidays 

• blocked-out dates 

• pool availability 

• scheduled Rainbow Club closures 

• venue restrictions 

• school holiday operating schedules 

• ad hoc pool closures 

Participants will only be charged for lessons scheduled to occur.

Rainbow Club Australia may review program fees from time to time. 

Fees may be adjusted due to: 

• changes to NDIS Pricing Arrangements and Price Limits 

• increases in operating costs 

• increases in wages and employment costs 

• increases in venue hire fees 

• program enhancements 

• organisational pricing reviews 

• legislative or regulatory changes 

Where fees are adjusted, participants and representatives will be provided with reasonable notice prior to the change taking effect. 

Updated pricing may be published on Rainbow Club’s website and reflected in future invoices, payment schedules and direct debit arrangements. 

Continued participation after a fee adjustment takes effect constitutes acceptance of the updated pricing.

All private and self-managed NDIS participants are billed via monthly direct debit. 

Direct debits are processed on or around the 1st day of each month for the lessons scheduled to occur during that month. 

For example: 

• A cancellation request submitted on or before 25 June will prevent charges for July lessons. 

• July lesson fees will be processed on or around 1 July. 

• August lesson fees will be processed on or around 1 August. 

By enrolling in Rainbow Club, participants and representatives authorise Rainbow Club and its nominated payment provider to process recurring direct debit payments. 

Separate Direct Debit Terms and Conditions may also apply through Rainbow Club’s nominated payment provider. 

Direct debit failed payment fees charged by the payment provider may apply.

Following successful payment, receipts will be available through the Parent Portal. 

Self-managed NDIS participants may use these receipts to seek reimbursement through the NDIS. 

It is the responsibility of the participant or representative to submit reimbursement claims where applicable. 

Participants may request cancellation of their direct debit authority at any time. 

Where a participant withdraws direct debit authorisation and no alternative approved payment arrangement is in place, Rainbow Club will cancel their enrolment. 

Withdrawal of direct debit authority does not remove responsibility for any outstanding fees owing to Rainbow Club.

If a direct debit payment fails: 

1. A failed payment notification will be issued. 

1. An automatic retry payment will generally be scheduled approximately three days later. 

1. Any failed payment fees charged by the payment provider will apply. 

1. If the retry payment is unsuccessful, Rainbow Club will cancel enrolment. 

Rainbow Club will make reasonable attempts to notify participants before services cease due to unpaid fees. 

Continuation in the same class, teacher or lesson time cannot be guaranteed following cancellation and remains subject to availability. 

Cancellation requests must be submitted via the Rainbow Club Membership Cancellation Form. https://www.myrainbowclub.org.au/membership-cancellation-form/  

Cancellation requests must be received by the 25th day of the current month to avoid inclusion in the following month’s direct debit run. 

If a cancellation request is received on or before the 25th of the month: 

• the participant will continue attending lessons already paid for during the current month 

• no further direct debits will be processed 

If a cancellation request is received after the 25th of the month: 

• the participant will still be included in the following month’s direct debit run 

• the participant may continue attending lessons during that paid period 

• enrolment will cease following the completion of that paid period 

Submission of a cancellation request does not automatically cancel enrolment. Enrolment remains active until the applicable cancellation date has been confirmed by Rainbow Club. 

No refunds are provided for participant-initiated cancellations except where specifically outlined elsewhere within this Service Agreement.

Self-managed NDIS participants are billed via monthly direct debit in the same manner as private participants. 

Receipts will be available through the Parent Portal following successful payment and may be used to seek reimbursement through the NDIS. 

Plan managed participants remain enrolled in continuous weekly lessons unless cancelled in accordance with this Service Agreement. 

Invoices are issued monthly in arrears and provided to the participant’s nominated Plan Manager. 

NDIA managed participants remain enrolled in continuous weekly lessons unless cancelled in accordance with this Service Agreement. 

Claims are submitted to the NDIA for services already delivered.

If payment is not received from a Plan Manager or the NDIA within 7 business days, Rainbow Club reserves the right to cancel enrolment until outstanding balances are resolved. 

Parents, guardians, carers and representatives remain responsible for ensuring sufficient funding is available to cover supports being delivered. 

Participants using NDIS funding will be required to re-sign or update service agreements where: 

• NDIS plans change 

• funding arrangements change 

• funding periods change 

• service types change 

• Rainbow Club updates this Service Agreement 

Rainbow Club may request updated information to ensure supports continue to be delivered appropriately.

Regular attendance is encouraged to support skill development, routine, confidence and progression. 

Participants are expected to attend their scheduled lessons wherever possible. 

Repeated non-attendance without communication may result in Rainbow Club reviewing the participant’s ongoing enrolment. 

Representatives are responsible for ensuring attendance records remain accurate and up to date. 

Absences must be recorded through the Parent Portal. 

Absences may be recorded up to three weeks in advance. 

To be eligible for a make-up lesson token, absences must be recorded at least three hours prior to the scheduled lesson start time. 

Emails, text messages, social media messages, verbal notifications to teachers, or messages sent through third-party channels do not constitute an official absence notification and will not generate a make-up lesson token. 

Recording absences through the Parent Portal ensures the participant’s teacher and Lead Teacher are notified directly and that make-up lesson eligibility can be assessed correctly.

Participants may be eligible for a make-up lesson token where: 

• the absence is recorded through the Parent Portal 

• the absence is recorded at least three hours before the scheduled lesson start time 

• the lesson is an eligible standard lesson booking 

If an eligible absence is recorded: 

• a make-up lesson token will automatically be issued 

• the token will expire 60 days from the date of the missed lesson 

There is currently no limit on the number of active make-up lesson tokens a participant may hold, however each make-up lesson token expires 60 days after the missed lesson date. 

Active Moves lessons are not eligible for make-up lesson tokens. 

Make-up lesson tokens: 

• cannot be exchanged for refunds 

• cannot be converted into account credits 

• cannot be transferred to another participant 

• cannot be transferred to another lesson type or program 

• cannot be reinstated once expired 

• will be forfeited when a participant’s enrolment ends 

Make-up lesson opportunities become available when other participants record eligible absences and release places within classes. 

Availability varies by: 

• location 

• program type 

• level 

• participant ratios 

• lesson demand 

• operational requirements 

Rainbow Club does not guarantee that a suitable make-up lesson opportunity will become available before a token expires. 

No refund, credit, extension or compensation will be provided where a make-up lesson token expires unused.

Parents and guardians are responsible for selecting and booking make-up lesson opportunities through the Parent Portal. 

Make-up lessons: 

• may be booked across participating Rainbow Club locations 

• must match the participant’s current program and level 

• can only be booked into classes displayed as available within the Parent Portal 

• may only be booked up to one week in advance 

• must be booked at least 12 hours before the lesson start time 

Make-up lessons are provided subject to availability. 

Rainbow Club does not guarantee: 

• availability of make-up lessons 

• a make-up lesson within a particular timeframe 

• the same teacher 

• the same club 

• the same class structure 

• the same participant mix 

• the same lesson time 

The availability of make-up lessons is dependent on suitable vacancies becoming available. 

If a participant books a make-up lesson and does not attend, the make-up lesson will be considered used and forfeited. 

Additional make-up lesson tokens will not be issued for missed make-up lessons. 

The participant remains responsible for ensuring attendance at any booked make-up lesson.

If Rainbow Club cancels a booked make-up lesson, a credit equivalent to the value of that missed make-up lesson will be applied to the participant’s account and automatically used against a future monthly direct debit payment. 

Credits are not redeemable for cash, are not transferable to another participant, and cannot be exchanged for a refund. 

Rainbow Club may implement blocked-out dates due to: 

• public holidays 

• school holiday venue closures 

• Rainbow Club events 

• training days 

• pool closures 

• maintenance works 

• operational requirements 

• venue restrictions 

• ad hoc pool unavailability 

Blocked-out dates may vary between locations, venues and states. 

Families will not be charged for dates where lessons are not scheduled to occur. 

Monthly direct debit amounts will automatically adjust based on the number of scheduled lessons occurring within that month for the participant’s specific club and class. 

Rainbow Club aims to operate approximately 48 weeks of the year. 

Many Rainbow Club locations will continue operating throughout most school holiday periods. 

The availability of school holiday lessons is dependent upon venue availability, staffing availability and operational requirements. 

Some Rainbow Club locations are only permitted to operate during school terms due to venue availability restrictions. 

In these circumstances: 

• participants remain continuously enrolled 

• lessons will not operate during the blocked-out school holiday dates 

• participants will not be charged for lessons that are not scheduled to occur 

Continuous enrolment does not guarantee year-round lesson operation at every Rainbow Club location.

Venues may occasionally advise Rainbow Club of dates where lessons cannot operate due to: 

• carnivals 

• community events 

• maintenance 

• emergency repairs 

• venue bookings 

• operational requirements 

Where lessons are not scheduled due to venue closures, participants will not be charged for those lessons. 

Rainbow Club does not offer: 

• temporary membership holds 

• enrolment pauses 

• spot reservations without ongoing payment 

• suspension of fees while retaining a class position 

Participants wishing to retain their place within a class must remain actively enrolled and continue payment. 

Eligible absences may generate make-up lesson tokens in accordance with the Make-Up Lesson Policy while the participant remains actively enrolled. 

Families are welcome to take holidays throughout the year. Planned absences can be recorded through the Parent Portal and may be eligible for make-up lesson tokens where the absence is recorded in accordance with this Service Agreement. 

Participants who choose not to remain enrolled during an extended absence may submit a cancellation request and re-enrol in the future. 

Reinstatement into the same: 

• class 

• teacher 

• lesson time 

• location 

cannot be guaranteed and remains subject to availability. 

Rainbow Club recognises that participants may experience illness, injury or changing support needs. 

Where a participant is unable to attend due to illness, the absence should be recorded through the Parent Portal. 

The standard make-up lesson policy will apply. 

Rainbow Club does not provide refunds or credits for participant absences outside the provisions outlined within this Service Agreement.

If Rainbow Club permanently closes or relocates a club: 

• participants may be offered a transfer to another suitable location where possible 

• Rainbow Club may offer an alternative class, teacher or venue 

• if no suitable alternative exists, Rainbow Club will provide a refund for any unused lessons that have already been paid for 

Participant Cancellation 

No refunds are provided for cancellations initiated by participants or their representatives. 

Participant Absences 

Participant absences do not attract refunds or credits. 

Eligible absences may receive make-up lesson tokens in accordance with this Service Agreement. 

Rainbow Club Cancelled Lessons 

If Rainbow Club cancels a scheduled lesson that has already been paid for, a credit will be applied to the participant’s account. 

Credits will automatically be applied against future direct debit charges. 

Credits: 

• are not transferable to another participant 

• cannot be exchanged for refunds  

Club Closure or Inability to Provide Ongoing Services 

If Rainbow Club permanently closes a club and cannot provide a suitable alternative service location, Rainbow Club will provide a refund for future unused lessons already paid for. 

Withdrawal of Services 

If Rainbow Club makes the decision to suspend or cease services due to safety concerns, behavioural concerns or operational circumstances where supports can no longer be safely provided, future unused lessons already paid for may be refunded at Rainbow Club’s discretion.

Rainbow Club Australia is committed to providing a safe, inclusive and supportive environment for all participants, families, staff and volunteers. 

Participants are expected to engage in lessons in a manner that promotes safety and wellbeing for themselves and others. 

Rainbow Club recognises that participants may require individualised supports, adjustments and strategies to safely participate in programs. 

Rainbow Club will work collaboratively with participants, families and support networks to promote successful participation wherever reasonably possible. 

Rainbow Club may implement reasonable adjustments and support strategies to assist participants to safely engage in lessons. 

These adjustments may include: 

• modifications to lesson structure 

• changes to class composition 

• additional communication supports 

• behavioural support strategies 

• environmental adjustments 

• support person involvement 

• risk management strategies 

The implementation of support strategies does not guarantee that all risks can be eliminated. 

Participants and representatives acknowledge that swimming and movement activities involve inherent risks and that reasonable risk management strategies may be required.

Rainbow Club reserves the right to: 

• modify lesson structures 

• implement additional supervision requirements 

• require updated support documentation 

• require parent, guardian or support worker attendance 

• suspend participation 

• withdraw services 

where behaviours, medical concerns, environmental factors or other circumstances create an unacceptable risk to: 

• the participant 

• other participants 

• staff 

• volunteers 

• facility users 

• Rainbow Club Australia 

Rainbow Club will aim to work collaboratively with families and support networks before withdrawal of services occurs wherever reasonably possible. 

Rainbow Club may suspend or withdraw services where: 

• supports can no longer be safely provided 

• participant needs exceed the scope of supports available 

• significant safety concerns remain unresolved 

• required documentation is not provided 

• participant behaviour places others at risk 

• staff safety is compromised 

• facility safety is compromised 

Where practical, Rainbow Club will discuss concerns with the participant and/or representative prior to suspension or withdrawal of services. 

If Rainbow Club makes the decision to suspend or cease services, future unused lessons already paid for may be refunded in accordance with this Service Agreement. 

Rainbow Club recognises that participants have the right to make informed choices and take reasonable risks. 

Rainbow Club will support participant choice and control by: 

• providing information about available options 

• discussing potential benefits and risks 

• supporting informed decision-making 

• respecting participant preferences where safe and appropriate 

Rainbow Club reserves the right to refuse requests where participation would create an unacceptable risk to the participant, others, staff or the organisation. 

Rainbow Club does not own the facilities in which services are delivered. 

Rainbow Club hires lanes, pool space and other facility areas from various venue providers. 

Participants and representatives must comply with all rules, policies and directions issued by: 

• the venue 

• facility management 

• lifeguards 

• Rainbow Club staff 

Failure to comply with venue rules may result in removal from the facility or suspension of services. 

Some venues may charge separate entry fees payable directly to the facility. 

These fees: 

• are determined by the venue 

• are separate from Rainbow Club lesson fees 

Participants remain responsible for any entry fees charged by the venue. 

Rainbow Club is not responsible for venue closures, operational restrictions or facility decisions made by third-party providers. 

Where facility closures affect service delivery, Rainbow Club will communicate with participants as soon as reasonably possible. 

Alternative arrangements may be offered where available.

Participants must complete and maintain an up-to-date Rainbow Starts Form. 

The Rainbow Starts Form assists Rainbow Club with: 

• lesson planning 

• support planning 

• risk assessment 

• communication strategies 

• participant safety 

• emergency management 

Rainbow Club relies upon the information provided by participants and representatives being accurate and current. 

Participants and representatives must notify Rainbow Club of any changes relating to: 

• medical conditions 

• medications 

• diagnoses 

• behavioural support requirements 

• communication needs 

• emergency contacts 

• NDIS arrangements 

• support worker arrangements 

Failure to provide updated information may impact Rainbow Club’s ability to safely provide services.

Behaviour Support Plans and Medical Plans must be provided where relevant to the participant’s support needs. 

Documents should be submitted to: rainbowstarts@myrainbowclub.org.au 

Rainbow Club may request updated versions of documents at any time. 

Incomplete documentation may delay lesson commencement or ongoing participation.

Where a participant’s Behaviour Support Plan contains a regulated restrictive practice, Rainbow Club may require attendance by: 

• a trained parent 

• guardian 

• authorised support worker 

• carer 

• other appropriately trained person 

The responsible person must be capable of implementing the approved strategy if required. 

Rainbow Club staff will not implement regulated restrictive practices unless appropriately authorised and trained to do so. 

Participants and representatives are responsible for ensuring Rainbow Club has current information regarding: 

• allergies 

• seizure management plans 

• asthma plans 

• diabetes management plans 

• emergency medications 

• other relevant medical information 

Required medication must remain immediately accessible during participation. 

Failure to provide relevant medical information may impact Rainbow Club’s ability to safely provide supports. 

Rainbow Club Australia recognises and supports the rights of all participants. 

Participants have the right to: 

• be treated with dignity, courtesy and respect 

• receive services that are safe and responsive to their needs 

• be free from discrimination, abuse, neglect, exploitation and violence 

• make informed choices regarding participation 

• participate in decisions affecting their services 

• access information about the supports they receive 

• have their privacy and confidentiality protected 

• provide feedback, compliments and complaints 

• access advocacy and representation 

• have cultural, religious and personal beliefs respected 

• be supported to exercise choice and control 

Participants and representatives are responsible for: 

• providing accurate and current information 

• treating staff, volunteers and other participants respectfully 

• following reasonable safety directions 

• complying with venue rules 

• notifying Rainbow Club of changes to support needs 

• notifying Rainbow Club of changes to contact details 

• notifying Rainbow Club of changes to NDIS arrangements 

• complying with this Service Agreement 

Participants have the right to seek support from: 

• family members 

• guardians 

• nominees 

• support coordinators 

• advocates 

• legal representatives 

• other support persons of their choosing 

Rainbow Club will support participants in accessing advocacy services where requested. 

Rainbow Club will not prevent or discourage participants from obtaining independent advice or representation.

Participants and representatives agree to: 

• comply with this Service Agreement 

• comply with venue rules 

• treat others respectfully 

• communicate honestly with Rainbow Club 

• provide accurate information 

• maintain current contact details 

• support safe participation

Participants and representatives agree to: 

• be present for the duration of lessons where required 

• supervise participants before and after lessons 

• ensure participants wear appropriate swim attire 

• provide required swim nappies where applicable 

• provide any required support equipment 

• ensure required medications are available poolside 

• avoid bringing food poolside where allergy risks exist 

• provide current medical and behavioural information 

Parents, guardians and representatives acknowledge that generally parents and siblings are not permitted in the pool during lessons unless specifically required by Rainbow Club staff. 

Participants and representatives agree to: 

• follow directions during emergencies 

• comply with evacuation procedures 

• assist participants where required 

• provide emergency contact information 

• participate in evacuation drills where applicable 

If no responsible person is available during an emergency, Rainbow Club may contact emergency services and emergency contacts to ensure participant safety.

Participants and representatives acknowledge that: 

• Rainbow Club is a social swimming club 

• social participation forms an important part of service delivery 

• Rainbow Club may host social events throughout the year 

• respectful behaviour is expected at all times 

Participants, families, staff and volunteers must be treated respectfully. 

Abusive, threatening, discriminatory or inappropriate behaviour may result in suspension or termination of services.

Rainbow Club may take photographs or video recordings for promotional, educational or organisational purposes. 

Participants consent to photography and video recording unless media consent is withdrawn through: 

• the Parent Portal 

• written notification to Rainbow Club 

Rainbow Club will manage media in accordance with applicable privacy requirements.

Rainbow Club Australia will: 

• provide services in a safe, inclusive and respectful manner 

• communicate openly and honestly with participants and representatives 

• provide information regarding services, fees and policies 

• notify participants of significant operational changes where reasonably possible 

• support participants to access services in accordance with this Service Agreement 

• maintain appropriate insurance, registrations and operational requirements 

• comply with relevant legislation and NDIS Practice Standards 

Rainbow Club will endeavour to notify participants of: 

• pool closures 

• operational disruptions 

• timetable changes 

• staffing changes 

• venue changes 

as early as reasonably possible. 

Rainbow Club is committed to providing an inclusive environment where all participants are treated with dignity and respect. 

Rainbow Club will: 

• respect participant diversity 

• promote inclusion and social participation 

• support participant choice and control 

• respect cultural, religious and personal beliefs 

• provide services free from discrimination, harassment and victimisation 

Rainbow Club is committed to supporting smooth transitions both into and out of services. 

Where requested, Rainbow Club may assist with: 

• transitioning between Rainbow Club programs 

• transitioning between locations 

• exiting Rainbow Club services 

• referrals to alternative services where appropriate 

Transition arrangements will be managed in a fair, transparent and person-centred manner.

Rainbow Club will employ appropriately qualified and screened staff. 

Depending on the role, staff may be required to maintain: 

• Working with Children Checks 

• Working with Vulnerable People registrations 

• Blue Cards 

• NDIS Worker Screening Checks 

• Teacher of Swimming and Water Safety qualifications 

• CPR certification 

• First Aid certification 

• other qualifications required by legislation or organisational policy 

Rainbow Club reserves the right to update qualification requirements as legislation or operational requirements change.

Rainbow Club maintains emergency and disaster response procedures designed to protect participants, staff and visitors. 

Emergency situations may include: 

• medical emergencies 

• facility evacuations 

• extreme weather events 

• natural disasters 

• power failures 

• facility incidents 

• other unforeseen events 

Where an emergency impacts service delivery: 

• lessons may be modified 

• lessons may be rescheduled 

• lessons may be cancelled 

Participants and representatives may be required to comply with emergency procedures and evacuation instructions. 

Rainbow Club is committed to safeguarding children and young people. 

Rainbow Club supports the National Principles for Child Safe Organisations and is committed to: 

• creating safe environments 

• promoting participant wellbeing 

• preventing abuse and harm 

• responding appropriately to concerns 

• encouraging participant voice 

• supporting child-safe practices 

Further information is available within Rainbow Club’s Child Safety policies and procedures.

Rainbow Club values participant feedback and uses feedback to improve service delivery. 

Feedback may be collected through: 

• surveys 

• direct feedback 

• compliments 

• complaints 

• reviews 

• consultation processes 

Rainbow Club may use feedback to improve: 

• programs 

• systems 

• communication 

• participant experiences 

• organisational practices 

Participants, representatives and staff are encouraged to report incidents, concerns and safety issues. 

Incident reports may be submitted through Rainbow Club’s website or by contacting Rainbow Club directly. 

Rainbow Club will review and investigate incidents as appropriate.

Rainbow Club welcomes complaints as an opportunity to improve services. 

Participants have the right to raise concerns without fear of disadvantage, discrimination or retaliation. 

Complaints may be submitted by: 

• participants 

• parents 

• guardians 

• carers 

• advocates 

• support coordinators 

• authorised representatives 

Complaints may be submitted verbally or in writing. 

Rainbow Club will aim to: 

• acknowledge complaints promptly 

• investigate complaints fairly 

• communicate outcomes appropriately 

• implement improvements where necessary 

Participants and representatives are encouraged to provide compliments and feedback regarding services. 

Feedback helps Rainbow Club improve participant experiences and service quality. 

Participants have the right to seek assistance from external organisations, including: 

• NDIS Quality and Safeguards Commission 

• NDIS Commission Complaints Commissioner 

• Advocacy Services 

• State and Territory regulatory bodies 

• Other relevant authorities 

Accessing external complaint pathways will not affect a participant’s right to receive fair treatment from Rainbow Club.

Rainbow Club collects personal information for the purpose of: 

• providing supports and services 

• lesson planning 

• risk assessment 

• emergency management 

• administration 

• billing and payment processing 

• NDIS compliance requirements 

Information will be handled in accordance with applicable privacy legislation. 

Rainbow Club will take reasonable steps to protect information from unauthorised access, misuse, loss or disclosure. 

Participants and representatives consent to Rainbow Club collecting, storing, using and disclosing information where reasonably necessary to: 

• provide services 

• ensure participant safety 

• comply with legal obligations 

• manage NDIS requirements 

• facilitate service delivery 

Information may be shared with authorised staff, contractors and service providers where required for legitimate service delivery purposes.

Participants and authorised representatives may request access to records held by Rainbow Club relating to the participant’s services. 

Requests must be made in writing. 

Rainbow Club may require: 

• proof of identity 

• proof of authority 

• verification of guardianship or representation 

before information is released. 

Access may be restricted where: 

• required by law 

• information relates to another person 

• disclosure may create a serious risk to safety or wellbeing 

Rainbow Club may charge reasonable administrative costs associated with extensive record requests where permitted by law.

As a registered NDIS provider, Rainbow Club may be required to participate in: 

• audits 

• investigations 

• compliance reviews 

• quality assessments 

• regulatory monitoring activities 

conducted by: 

• the NDIS Quality and Safeguards Commission 

• the National Disability Insurance Agency (NDIA) 

• authorised auditors 

• government agencies with lawful authority 

Where required by law, Rainbow Club may provide relevant participant information to these organisations. 

Rainbow Club will only disclose information reasonably required to satisfy legal, contractual or regulatory obligations. 

Participants may request information regarding how their information has been used or shared. 

Where permitted by law, participants may request that identifying information be de-identified during audit processes.

Where necessary to protect health, safety or wellbeing, Rainbow Club may share relevant information with: 

• emergency services 

• medical professionals 

• hospitals 

• authorised support providers 

• government authorities 

where such disclosure is necessary to respond to an emergency or serious incident.

This Service Agreement may be reviewed periodically to ensure compliance with: 

• legislation 

• NDIS requirements 

• organisational policies 

• operational requirements 

• service delivery practices 

Rainbow Club may update this Service Agreement from time to time. 

Changes may occur due to: 

• legislative changes 

• NDIS policy changes 

• operational improvements 

• pricing updates 

• technological changes 

• risk management requirements 

Participants and representatives will be notified of significant changes where reasonably practicable.

Where required, participants may be asked to review and re-accept an updated version of this Service Agreement. 

Continued participation in services following notification of updates may constitute acceptance of the revised Agreement. 

Participants may terminate enrolment by submitting a Membership Cancellation Form in accordance with the cancellation process outlined within this Service Agreement. 

Termination dates will be determined in accordance with the applicable cancellation notice periods. 

Rainbow Club reserves the right to suspend or terminate enrolment where: 

• fees remain unpaid 

• fraudulent information is provided 

• significant safety concerns exist 

• participant behaviour places others at risk 

• abusive, threatening or inappropriate behaviour occurs 

• supports can no longer be safely provided 

• the participant no longer meets eligibility requirements 

• Rainbow Club is unable to continue providing services 

Where reasonably practicable, Rainbow Club will communicate concerns and attempt to resolve issues before termination occurs.

Termination of enrolment does not remove responsibility for any fees incurred prior to termination. 

Outstanding balances remain payable following cessation of services. 

Upon termination: 

• future bookings may be cancelled 

• class positions may be offered to waitlisted participants 

• make-up lesson tokens will be forfeited 

• re-enrolment will be subject to availability 

Rainbow Club does not guarantee reinstatement into the same class, teacher, lesson time or location following termination. 

PO Box 432
Brighton-Le-Sands NSW 2216 

Phone: 0475 075 847 

Email: info@myrainbowclub.org.au 

Website: www.myrainbowclub.org.au 

ABN: 96 753 434 862 

NDIS Provider Number: 4050000653