Service Provider Policies
Last updated 4 April 2022
Kinora’s Marketplace Policy
The Kinora marketplace is the place for you to grow your NDIS business. To ensure the marketplace remains a safe, fair and vibrant space for NDIS participants and their loved ones, we have put in place this policy to explain our expectations of service providers.
Use of Kinora marketplace is subject to our Terms of Use which you can access here. If there is any inconsistency between the Terms of Use and these guidelines, the Terms of Use will apply.
This policy is split up into the following sections:
1.Minimum criteria for service listings
Service listing best practice entails being detailed, succinct and honest
Duplicate listings will result in removal
Services or products offered must be legal
Services or products offered must be for NDIS participants
Pricing and payment must be in accordance with the NDIS pricing arrangements
2.Customer service expectations
Respond within 2 business days to service questions and booking requests
Kinora does not confirm bookings, manage cancellations or is party to your agreement with members.
Minimum criteria for service listings
Your service listing provides the opportunity for you to explain the breadth of your service offerings and is a good way to engage with a potential new customer.
Service listing best practice entails being detailed, succinct and honest
Your service listing must be an accurate representation of your service scope and outcomes. You must not infringe on anyone else’s content or intellectual property rights pursuant to our Service Provider Terms of Use.
Your service descriptions and images must be your own (unless you have a licence to use someone else’s content on our page).
To increase the chance of a Kinora member finding your service, you must do the following:
Select the most appropriate service category. Do not select more than 2 service categories.
Be very descriptive of your service in your title, including the customer relevant keywords.
Use the service description to succinctly explain the service you are offering. Any information about the service provider, should be within the business profile.
Add authentic images from your business. Use different images for each service listing so that Kinora members are able to differentiate between service listings.
Ensure you add a valid service address, or at minimum an Australian suburb. All service listings are geo-located to where the Kinora member is located. Although you may offer telehealth or offer mobile services, anchoring your service listing to a suburb or address will help your listing be found.
Ensure that your service listings are always in accordance with laws and regulations regarding the advertisement and promotion of your services (including those specifically relevant to the provision or offer of services to NDIS participants). You are required to obtain your own advice in this regard.
Duplicate listings will result in removal
In order to build a vibrant marketplace, we want our clients to be offered a broad selection of different service offerings. Therefore, we require each listing to be unique. Duplicate listings are not permitted on Kinora, and if reported or found, any duplicate listing will be suspended or removed in our absolute discretion. Continued violation of this rule could result in temporary or permanent suspension of your Kinora account pursuant to our Service Provider Terms of Use.
Services or products offered must be legal
All products or services being offered by you on the Kinora marketplace must not in any way violate any applicable federal, state, local or international law or regulation.
Please familiarise yourself with our Terms of Use and remember that you warrant that:
all information you provide is complete and accurate including its legality, reliability, accuracy and appropriateness.
you are appropriately qualified to provide the service and hold a current Australian Business Number, all relevant licences, NDIS Worker Clearances, Working With Children Clearances, police clearances, professional registrations and other registrations you are required to hold and maintain in order to offer the products or services, and that you will be bound by professional registration requirements when using Kinora.
Services or products must be for NDIS participants
The Kinora marketplace has been created especially for NDIS participants and the people who support them. All products or services offered on the marketplace should be intended for people living with disability, and in most cases considered to be able to be paid for using an NDIS Plan.
Pricing and payment must be in accordance with the NDIS pricing arrangements
All prices for services you provide must be stated in Australian Dollars ($AUD). You should consult your accountant to determine whether or not the services you provide attract GST. If you are required to charge GST, you must make it clear that the price you are listing includes GST. Your prices should be in accordance with the NDIS Pricing Arrangements and Price Limits price guide, which can be found here.
The Kinora marketplace is actively moderated.
When necessary our moderators may temporarily hide service listing and business profiles or temporarily suspend your access in accordance with our Service Provider Terms of Use.
Should this be the case, a Kinora moderator will be in contact through private message, email or phone to discuss the situation and when appropriate, your access, service listings or business profile will be reinstated as soon as practicable.
On the rare occasion, a Member or Service Provider could be permanently suspended and deactivated to ensure safety of our community.
There are instances in which we will be required to mandatorily report certain content (such as allegations of abuse or neglect). Where this occurs we will comply fully with our legal obligations to do so.
Reports of unacceptable or concerning content or behaviour on the community, within the private message or chat function must be immediately reported by email to contact@kinora.com.au
Customer service expectations
Kinora members (who are your potential new clients) will indicate interest in your service by initiating a contact with you through the:
Ask a Question button – on your business profile or on one of your service listings; or
Request to Book module – which appears on your service listings and business profile.
Potential new clients will assess your service credibility through your responsiveness. Timely responses are positive customer experiences which leads to better lead conversion.
When a Kinora Member accesses your service listing to ask a question or submit a Booking Request, you will receive an immediate email notification. From this email, you will be able to:
Click through to your Kinora chat inbox to respond; or
Access the requested booking details, which should include the potential client’s phone number and/or email address.
Otherwise, to navigate to these sections, log into Kinora and go to the Marketplace. In the header, you will see the:
Provider tab – where you will be able to find the ‘Manage bookings’ section.
Speech bubble – where you will find your chat inbox.
Respond within 2 business days to service questions and booking requests
To ensure a prompt turnaround for Kinora Members, we expect that Service Providers respond to questions or booking requests within 2 business days.
If you consistently fail to meet this response requirement without good reason we may need to suspend your account and refer your potential customers to other more responsive providers.
Respond to Booking Requests and change status to “Actioned”
After you have responded to a client’s booking request, please update the status of the booking to “Actioned”.
To do this, log into Kinora and go to the Marketplace. Under the Provider tab on the header, you will find, “Manage bookings.” All your booking requests will be listed there. Change the status to ‘Actioned.”
To ensure Kinora members are being responded to in a timely basis, if a booking request is not ‘actioned,’ Kinora moderators may suggest an alternative provider to the member.
Pursuant to the Service Provider Terms of Use, Kinora reserves the right to suspended or remove Service Providers from Marketplace if they have active service listings and fail to respond to Booking Requests in line with this timeframe.
Kinora does not confirm bookings, manage cancellations or is party to your agreement with members.
Kinora does not provide booking confirmations on behalf of Service Providers. If you do provide services, or agree to provide services to a Member, the agreement is solely between you and the Member.
When you respond to a booking request, you must provide the Kinora member with information about any of your terms of service such as cancellation fees and other fees and charges.
Kinora is not a party to any of your agreements and will not be bound by any terms. We are here to connect members and service providers. When you enter into an agreement to provide services with a client:
you must undertake your own due diligence, as we do not warrant or suggest that a particular client will be able to pay for your services;
you must communicate all terms of your service provision to potential clients as we will not do so for you;
if a client fails to pay you, then your remedy will be against them, and not Kinora; and
you must not enter into an agreement that would be contrary to a client’s existing service agreements or any applicable law or regulation.
For example, Kinora will not pay a cancellation fee for a member who cancels their appointment with you.
Kinora does not encourage the application of cancellation fees when connecting with NDIS participants using Kinora marketplace. If cancellation fees are a part of your standard terms of service, this is a matter between you and the potential client.
When you arrange to take on a new client from Kinora, you should be clear about your terms of service and/or your Service Agreement and they must be consistent with any relevant NDIA pricing arrangement or limits. Kinora will not under any circumstance enforce your terms of service, fees or charges.
Answer Community Questions to market your expertise and build credibility
Kinora members are always actively seeking more information on Kinora’s community forum to navigate the NDIS and find support to live a better quality of life.
As a service provider, you may be an expert in your field. Where appropriate, please answer community questions to share your knowledge and experience. This is an excellent way to build credibility and market your expertise.
While interacting in the community, we urge you to become familiar with our Community Guidelines. Kinora is a safe, supportive and inclusive online space and there are some common expectations that we would like everyone to adhere to.
All people posting on the forum must comply with all relevant codes of conduct, including the NDIS Code of Conduct.
Reports of unacceptable or concerning content or behaviour on the community, within the private message or chat function must be immediately reported by email to contact@kinora.com.au
Marketplace Subscription Policy
Service providers on the Kinora platform have the option to upgrade their account to be a paid subscriber.
Use of Kinora marketplace is subject to our Terms of Use which you can access here. If there is any inconsistency between the Terms of Use and these guidelines, the Terms of Use will apply.
First month free
Every new service provider to Kinora’s marketplace is entitled to their first month free. Cancel your subscription before your first payment and you won’t be charged. Each provider is only entitled to one free trial.
Price
The Kinora service provider subscription fee is $49.95 per month (GST Inclusive).
The subscription will renew monthly on the date of sign up. For example, if you sign up on the 4th of March, your subscription will renew on the 4th of each month on-going until you cancel. If your renewal date is not in a subsequent month your subscription will be renewed on the final day of the month. For example, if you start your subscription on the 31st of January then your February renewal date will be the 28th of February.
Cancellation
You can cancel your Kinora subscription any time before your renewal date and your subscription will not be renewed. Your subscription services (business profile and service listings) will stay active on the Kinora marketplace until your current subscription period ends. Once your subscription period ends your business profile and service listings will become inactive and they won’t be able to be viewed by the Kinora community on the marketplace. You can restart your subscription at any time and reactive your business profile and service listings.
If you require your business profile and service listings to be immediately deactivated from the Kinora marketplace and cannot wait for your subscription period to end, you must contact the Kinora team by email: contact@kinora.com.au.
Kinora does not provide any refunds for subscriptions fees.
Feedback and Complaints Summary
Below is a summary of how we handle feedback and complaints. A full copy of the Feedback and Complaints Policy can be found here. If there is any inconsistency between the Terms of Use, the full Feedback and Complaints Policy and this summary, the Terms of Use and/or the full Feedback and Complaints will apply.
What is unacceptable content or behaviour?
Kinora is committed to providing all users of its online platform with a safe online space that complies with the Online Safety Act 2021 (Cth). Accordingly, unacceptable behaviour will not be tolerated in any circumstance.
Unacceptable behaviour is any behaviour which is in breach of the Kinora Community Guidelines and our Terms of Use found here.
Unacceptable content may be any content by a service provider in their business listing, service listing, private chat messages or posts in the community that may create a Kinora member to express discomfort or offense.
Service providers must comply with Kinora Service Provider Guidelines when it comes to advertising, promoting services or the solicitation of Kinora members.
Being a part of Kinora marketplace is an appropriate place to market and promote your services, but must always be conducted subject to professional registration requirements and the National Law. We ask that you be a part of the community, offering your expertise and supporting and empowering Kinora members.
How to report?
Reporting inappropriate content or behaviour can be done in one of the following ways (this is not an exhaustive list):
Emailing the Kinora team at contact@kinora.com.au
Flagging a post on the Kinora community
Who can report?
Any person can make a complaint (including an anonymous complaint) about a member or service provider on Kinora, or about the services provided by Kinora.
Kinora ensures that any person wishing to make a complaint can do so either directly to Kinora or to the NDIS Commission and they will not be disadvantaged or suffer any consequences by doing so.
How will Kinora deal with the complaint?
Our complaints management system is based on the principles of procedural fairness and natural justice and complies with the requirements under the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018. These Rules require that all NDIS providers implement and maintain a complaint management and resolution system which is accessible, fair, and responsive.
The Kinora team will review all complaints (whether about our services or about other users) in line with our feedback policy, and aim to assess all complaints within 10 Business Days. Whilst a complaint is under review, we may choose to hide or remove content. The fact we have hidden or removed content does not mean that we have reached a conclusion as to its appropriateness or otherwise, but instead is to ensure that no harm is done in the event the complaint is upheld.
If you see something that concerns you, please report it by emailing contact@kinora.com.au and we will ensure it is dealt with as quickly as possible.
The Kinora team will use its best efforts to respond as quickly as possible, and to review all material that has been reported. We will make a decision as to whether the behaviour or material is in accordance with our Guidelines and/or Legislated requirements. If behaviour or material is not in accordance with our Guidelines and/or legislated requirements, we will action it by removing or editing the material.
We are an NDIS Registered Provider. With this comes reporting responsibilities to report any actual or suspected abuse, neglect or fraud to the NDIS Quality and Safeguarding Commission. If we are advised of any reportable incidents, we will also need to report this to the Commission.