1. Our commitment
Caring Abode is committed to fair, transparent and timely refunds. We recognise that many of the people we support rely on Centrelink payments, NDIS funding or family contributions to pay for rent and services, and that mistakes — when they happen — must be corrected quickly and without unnecessary process.
2. When a refund applies
You may be entitled to a refund where:
- You have been charged for a service that was not delivered
- You have been charged more than the agreed amount (overpayment)
- A Centrepay deduction has continued after a service or tenancy ended
- A duplicate payment has been processed
- A service was cancelled in line with the cancellation terms in your Service Agreement and a credit is owed
- You have been charged in error for any other reason
3. Centrepay refunds
If you pay your rent or service fees by Centrepay and a refund is owed, we will:
- Stop or reduce the Centrepay deduction at our end as soon as we are aware of the error
- Return any overpaid amount directly to you, into the bank account of your choosing, within 10 business days of the refund being agreed
- Provide a written statement showing the period the overpayment covers and the amount being returned
We will not hold Centrepay overpayments as a credit against future services unless you ask us to in writing.
4. How to request a refund
To request a refund, contact us by phone, email or in writing. Please include:
- Your full name and (if applicable) NDIS participant number
- The service, property or invoice the refund relates to
- The date and amount in question
- Your preferred refund method (bank transfer to your nominated account is standard)
Contact: info@caringabode.com.au · 1300 856 616
5. How long it takes
We aim to acknowledge every refund request within 2 business days and to process approved refunds within 10 business days of agreement. Where additional information is required, we will let you know in writing and keep you updated until the matter is resolved.
6. Cancellations
How to cancel a Centrepay deduction, a service or a tenancy is set out in our Cancellation Policy. Where a cancellation results in a credit, that credit will be refunded under this policy — by bank transfer to your nominated account — unless you ask us in writing to apply it to future services.
7. If you are not satisfied
If you are not satisfied with how a refund has been handled, you are welcome to raise a complaint under our Complaints Policy. You may also escalate to:
- NDIS Quality and Safeguards Commission — 1800 035 544 · ndiscommission.gov.au
- Services Australia (Centrepay) — 1800 050 004 · servicesaustralia.gov.au/centrepay
- NSW Fair Trading — 13 32 20 · fairtrading.nsw.gov.au
8. Contact us
For any question about this policy or about a specific charge:
- info@caringabode.com.au
- 1300 856 616
- Lama Care Pty Ltd trading as Caring Abode, Parramatta NSW