CCT Card Terms and Conditions

1.1 These terms set out how your CCT Card account works, what you and we are each responsible for, and the fees that apply. They cover every physical and digital card linked to your account.

1.2 Your card is also issued under the card issuer's own terms. You must follow those terms as well as these.

1.3 In these terms, "we", "us" and "our" mean Civic Care & Transport Pty Ltd. "You" and "your" mean the Participant who holds the account, and include a Nominee acting for the Participant. Other words with special meanings are explained in the Definitions section.

2.1 You accept these terms when you sign your Service Agreement. If a card is used on your account before a signed Service Agreement reaches us, you also accept these terms by that first use.

2.2 If you do not agree to these terms, do not sign the Service Agreement or use the card. If you have already received a card, tell us and we will cancel it. No fees apply if the card has not been used.

3.1 Your CCT Card account is a credit account. When a permitted transaction is made, we pay for it at the time. We then invoice your Plan Manager for the transaction and our fees.

3.2 The account is available only to NDIS Participants whose transport funding is plan managed. It is not available to self-managed or agency-managed (NDIA-managed) Participants.

3.3 We decide whether to issue a physical card, a digital card or both. You can ask us not to issue a particular type of card.

3.4 Each card stays the property of the card issuer or us. You must return or destroy a card if we ask you to.

3.5 A card is issued in the name of one person and cannot be transferred to anyone else.

3.6 When a card expires, is replaced or is cancelled, you must stop using it. A physical card must be cut in half and thrown away. A digital card must be removed from your phone or wallet app.

4.1 You can ask us to issue a card to another person to use on your behalf, such as a family member or carer. We call this person an Authorised User. An Authorised User must be at least 18 years old.

4.2 An Authorised User may only use the card for your transport, or for transport taken with you or for your benefit. They cannot make changes to your account.

4.3 Transactions made by an Authorised User are treated as made by you. You are responsible for making sure each Authorised User follows these terms.

4.4 To remove an Authorised User, email us. We will cancel their card within one business day of receiving your request. You are not responsible for any transaction on that card made after we cancel it.

5.1 The card can only be used to pay for taxi or rideshare transport, including Uber where it is accepted. It cannot be used for any other purchase.

5.2 You choose and book your own taxi or rideshare service. We do not operate vehicles, employ drivers or take bookings.

5.4 A transaction may be declined by us, the card issuer or the driver's payment terminal. We are not responsible if a driver or rideshare service will not accept the card.

5.5 Check the fare before you tap or confirm payment. Ask for a receipt, or keep the email or in-app receipt, so you can check it against your invoices.

6.1 We apply spending controls to your account based on your NDIS plan and what you and your Nominee agree with us. These may include limits for each transaction, each day, each week, each month or each plan quarter, and limits on the type of merchant.

6.2 We may change the spending controls if your NDIS funding changes, if you ask us to, or if we reasonably believe it is needed to protect your funding. We will tell you before we make a change unless we need to act straight away to prevent misuse.

6.3 Spending controls help protect your funding, but they do not replace your own care in using the card. You are still responsible for making sure transport costs are within your plan.

7.1 Tell us straight away if your card, phone or card details are lost or stolen, or if you think someone has used your card without permission. Email accounts@civiccareandtransport.com.au or call your key contact.

7.2 We will block the card as soon as we receive your report. You are not liable for any unauthorised transaction made after you have told us.

7.3 We will issue a replacement card at no extra charge. This is covered by the transaction fee. We may decline to replace a card if cards on your account have been lost repeatedly through a lack of reasonable care, and we will talk with you about other options.

7.4 Before a card expires, we will issue a renewal card unless your account has been closed or you have asked us not to.

8.1 Civic Care & Transport Pty Ltd charges the fees set out in the Fee schedule at the end of these terms. There are two fees: an 11% account management and service fee, and a $1.00 fee for each completed transaction.

8.2 Our fees are charged in addition to the fare. They do not reduce the amount paid to the taxi or rideshare service, and they are not a merchant card surcharge.

8.3 Our fees are stated exclusive of GST. Where GST applies, it is added to the fee and shown on our tax invoice.

8.4 We will not charge any fee that is not in the Fee schedule. We do not charge fees for replacement cards, statements or account closure.

8.5 We may change our fees only by giving you at least 30 days' written notice. If you do not agree with the change, you may end your account without penalty before the change takes effect.

9.1 We will invoice your Plan Manager for card transactions and our fees. Each invoice lists every transaction, the fare, the date, and each fee shown separately.

9.2 Invoices are payable within 7 days of receipt, unless we agree otherwise in writing. You must tell your Plan Manager this when you give us their details.

9.3 You consent to us contacting your Plan Manager directly about invoices and payment.

9.4 If your Plan Manager declines to pay an invoice, or part of one, you are personally liable for the unpaid amount. This does not apply if the invoice was declined because of an error made by us.

9.5 If an invoice is not paid on time, we will contact you or your Plan Manager to try to resolve it. If it remains unpaid, we may suspend the card until it is paid.

9.6 All payments must be made in Australian dollars. Payments are applied to the oldest unpaid invoice first.

10.1 Please check each invoice or statement when you receive it. Tell us about any transaction you do not recognise, or any fare or fee you think is wrong, within 60 days of the invoice date. We may still look at a later claim if there is good reason for the delay.

10.2 We will acknowledge your enquiry within 2 business days. We may ask for receipts, trip details or other information we reasonably need.

10.3 We will tell you the outcome in writing. If a transaction or fee was charged in error, we will correct the invoice and refund or credit the amount, including our fees on that transaction.

10.4 Disputes about the fare itself, such as the route taken or a waiting charge, are between you and the taxi or rideshare service. We will help you with the information we hold.

11.1 You are responsible for all transactions made with cards on your account, including by an Authorised User, except as set out in clause 11.2.

12.2 Where practical, we will tell you before we suspend and give you a reasonable chance to fix the problem. If we need to act straight away, we will tell you as soon as we can afterwards and explain why.

12.3 While a card or account is suspended, it cannot be used. We will lift the suspension once the reason for it has been resolved.

13.1 You may end your account at any time by giving us 30 days' written notice. You may ask to end it sooner and we will not unreasonably refuse.

13.2 We may end your account by giving you 30 days' written notice.

13.3 We may end your account straight away if you seriously breach these terms or your Service Agreement, if we reasonably believe the account was opened using false information, or in the circumstances set out in your Service Agreement.

14.1 When a card is cancelled or your account ends, you must stop using the card and make sure any Authorised User stops too. A physical card must be cut in half and thrown away, and a digital card removed from any device.

14.2 Transactions made and fees incurred up to the time the card is cancelled remain payable. We will send a final invoice to your Plan Manager.

14.3 We will keep your records for as long as the law and NDIS rules require, and we will protect them as described in the Privacy section.

15.1 We will provide our service with due care and skill, and we will meet our obligations under the Australian Consumer Law and the NDIS Code of Conduct.

15.2 We are not responsible for the transport itself. The taxi or rideshare service is responsible for the journey, the vehicle, the driver, the fare it charges, and any delay or cancellation.

15.3 We are not responsible for loss caused by events outside our reasonable control, such as a network or payment system outage, or a card issuer's system failure.

15.4 Nothing in these terms excludes or limits any right you have under the Australian Consumer Law or any other law that cannot be excluded. Where the law allows us to limit our liability for a failure to meet a consumer guarantee, our liability is limited to supplying the service again or paying the cost of having it supplied again.

16.1 We may update these terms from time to time. The current version will always be on our website.

16.2 If a change increases your responsibilities, increases your liability or changes our fees, we will give you at least 30 days' written notice. If you do not agree, you may end your account without penalty before the change takes effect.

16.3 Changes that do not disadvantage you, such as corrections or clearer wording, may take effect when we publish them.

17.1 Please tell us as soon as possible if your name, address, phone number, email, Nominee, Plan Manager or NDIS plan details change. You must tell us within 7 days if your Plan Manager changes.

17.2 We will use the latest details you have given us. If you do not tell us about a change, we may not be able to reach you or invoice correctly.

18.1 We may send you notices, invoices and other information by email to the address you have given us, by post to your last known address, or by making it available online and emailing you that it is there.

18.2 You can send notices to us by email to accounts@civiccareandtransport.com.au or by post to the address in the Contact details section.

19.1 We collect and use your personal information only to open and run your account, apply spending controls, process and check transactions, send invoices, answer enquiries and meet our legal and NDIS obligations.

19.2 We share your information only as needed with your Plan Manager, your Nominee and anyone else you authorise, the card issuer and our payment service providers, and government bodies where the law requires it.

19.3 We handle your information under the Privacy Act 1988 (Cth) and the Australian Privacy Principles. We will not use your information for marketing without your separate consent. You can ask to see or correct the information we hold about you at any time by contacting us.

19.4 If there is a data breach involving your information, we will tell you what was affected and what we are doing about it.

20.1 If you are unhappy with our service, please email accounts@civiccareandtransport.com.au or call your key contact. We will contact you within 2 business days and work with you to resolve it.

20.2 If you are not satisfied with how we handle your complaint, you can contact the NDIS Quality and Safeguards Commission on 1800 035 544 or at www.ndiscommission.gov.au.

21.1 You cannot transfer your account or your rights under these terms to anyone else. We may transfer our rights and obligations to another provider, but only if your rights under these terms are not reduced. We will tell you before this happens.

21.2 If we do not enforce a right under these terms straight away, we can still enforce it later.

21.3 If a court finds part of these terms invalid or unenforceable, that part is removed and the rest of these terms continue to apply.

These terms are governed by the laws of New South Wales. You and we submit to the non-exclusive jurisdiction of the courts of New South Wales and the courts that can hear appeals from them.