Terms of Use

By registering for or using the Housing Match platform, you accept and agree to be bound by these Terms of Use. If you do not agree, you must not register for or use the Platform.

These Terms apply to all users, including participants, families, guardians, support coordinators, allied health professionals, hospitals, health services, SIL providers, SDA providers, property agents and platform administrators.

When you register, you must accept these Terms together with our Privacy Policy and our Consent & Information Sharing Framework before your account is created. Your acceptance is recorded permanently with the version numbers, timestamp and your details.

Housing Match is a technology platform that facilitates introductions, referrals, matching opportunities and information sharing between participants, NDIS service providers, health services, allied health professionals, support coordinators and property owners.

Housing Match does not:

• Provide disability supports or support coordination.
• Provide clinical services, case management or medical advice.
• Provide tenancy advice or housing allocation services.
• Make placement, referral or housing allocation decisions on behalf of any party.
• Act as a registered NDIS provider or support coordinator.

The following terms have the meanings set out below. Definitions shared across the Housing Match governance suite appear in the Master Glossary and are used consistently here.

To register, you select one of seven registration roles. The role you select determines the dashboards, features and data you can access:

Registration works as follows:

1. You select your role.
2. You review and accept these Terms, our Privacy Policy and our Consent & Information Sharing Framework.
3. You provide your email address and choose a password (at least 8 characters), or continue with Google.
4. If you register as a SIL Provider, SDA Provider or Agent, you select a subscription plan or choose to apply for the Founding Partner Program.
5. We send a one-time verification code to your email address. You enter the code to verify your account.
6. Your account is created. Provider and Agent accounts are held for admin approval before activation; other roles are activated immediately and directed to their dashboard.

You are responsible for maintaining the security of your account:

• Keep your login credentials confidential and do not share them.
• You are responsible for all activity that occurs under your account.
• Ensure your profile information is accurate, complete and current.
• Notify us immediately of any unauthorised use of your account.
• You may reset your password using the forgot password flow if you lose access.

Housing Match supports the following authentication methods:

• Email and password, with a one-time email verification code when you register.
• Google sign-in for users who choose to register or log in with a Google account.
• Password reset by email when a user forgets their password.

You may use the Platform only for its intended purposes and in accordance with these Terms and all applicable laws. You must not:

• Provide false, inaccurate, incomplete or misleading information.
• Upload, post or transmit content that is unlawful, threatening, abusive, defamatory, obscene or otherwise objectionable.
• Share another person's information without appropriate consent or legal authority.
• Upload content that infringes another person's intellectual property rights.
• Upload content that contains viruses, malware or harmful code.
• Attempt to access another user's account, data or information that you are not authorised to access.
• Scrape, harvest or systematically extract Platform data.
• Attempt to decompile, reverse engineer or access the Platform's source code.
• Use the Platform for any unauthorised commercial purpose, or transfer or sublicence your access to another person.
• Violate any applicable law, regulation or NDIS requirement, including the NDIS Code of Conduct and NDIS Practice Standards where they apply to you.

Housing Match may review, moderate or remove content that breaches these Terms, applicable law, safety requirements or Platform standards, without prior notice.

Your use of the Platform is governed by our Privacy Policy and our Consent & Information Sharing Framework, which are incorporated into these Terms. By using the Platform, you acknowledge that you have read and agree to them.

• Our Privacy Policy sets out how we collect, use, store, disclose and protect personal and sensitive information, including health and disability information.
• Our Consent Framework records every consent action in a permanent, append-only ledger. Participants can withdraw consent at any time.
• By uploading or sharing any information about another person, you warrant that you have obtained the express informed consent of that person, or have legal authority to share their information.
• Housing Match may require evidence of consent at any time and may remove information where consent cannot be established.
• In the event of any inconsistency between these Terms and the Privacy Policy in relation to personal information, the Privacy Policy prevails.

Housing Match uses artificial intelligence (AI) to generate compatibility assessments, match explanations, document extraction and reporting. Most AI functions use de-identified data. Only document extraction — an optional, opt-in feature — processes the original document, and only with the participant's separate, explicit consent; participants can also enter profile information manually. All AI features are decision-support tools only.

AI outputs do not constitute:

• Clinical advice or clinical assessments.
• Professional advice of any kind, including legal, financial or tenancy advice.
• Housing allocation, placement or referral decisions.
• Support coordination recommendations or NDIS funding guidance.

Further detail on how AI is used, de-identified, consent-gated and audited is set out in our Privacy Policy and AI Governance Policy.

SIL Providers, SDA Providers, Agents and any other service providers using the Platform remain solely responsible for:

• Independently assessing participant suitability for any placement or service.
• Completing intake assessments, risk assessments and compatibility reviews.
• All service delivery decisions and housing allocation decisions.
• Compliance with NDIS Practice Standards, the NDIS Code of Conduct and applicable legislation where they apply.
• Maintaining appropriate insurance, registrations and accreditations relevant to their services.
• Ensuring participant safety and wellbeing in all service environments.
• Not relying solely on Housing Match compatibility assessments as the basis for any placement decision.
• Ensuring that only authorised staff are invited to the organisation's account, and assigning the correct role to each team member.
• Keeping the organisation's property, vacancy, resident and financial information accurate and current.

Participants, and representatives acting on a participant's behalf, are responsible for:

• Providing accurate, complete and current information, and updating it promptly when it changes.
• Obtaining all necessary consents before sharing information about another person.
• Making independent and informed decisions about placements, referrals and services.
• Withdrawing consent where circumstances change, using the Platform's consent controls.
• Ensuring any representative acting on a participant's behalf has the legal authority to do so.

Where Housing Match is used to support hospital discharge planning, transition coordination or allied health referral processes, healthcare providers, clinicians and allied health professionals remain solely responsible for:

• All clinical assessments, recommendations and discharge decisions.
• Determining discharge readiness, clinical suitability and medical appropriateness.
• Reviewing and validating any information provided by Housing Match tools before acting on it.

Housing Match owns all rights in the Platform, including the software, code, architecture, databases, branding, logos, trade marks, design elements, reports, dashboards, analytics, matching algorithms, compatibility assessment methodologies and document templates.

You retain ownership of the content and documents you upload to the Platform. By submitting information to Housing Match, you grant us a non-exclusive, royalty-free licence to use that information for the purposes of operating the Platform, providing matching services and improving Platform functionality. We will not sell or disclose your information to third parties except as set out in our Privacy Policy.

You remain solely responsible for all content you upload, post or submit. Housing Match does not endorse or verify user-generated content.

NDIS Participants, Support Coordinators, Allied Health / Hospital Social Workers and Family / Guardian accounts are free. SIL Providers, SDA Providers and Agents require a paid subscription, selected during registration:

All prices are quoted in Australian dollars (AUD), exclude GST, and are billed annually.

How subscriptions work:

• No payment is required at registration. A subscription starts only after your application is approved by a Platform Administrator.
• After approval, payment is arranged by invoice. Housing Match does not currently offer self-service checkout or automated payments.
• Housing Match may amend future subscription pricing with reasonable advance notice (no less than 30 days for existing subscribers).
• Existing contractual commitments, including Founding Partner and Pilot Agreements, are honoured for their agreed terms.
• Refund and cancellation terms are set out in your subscription agreement or plan documentation. If no specific terms apply, contact us to discuss.

Some packages include promotional benefits such as Featured Listings and joint house viewing promotions. These are approved and tracked by Housing Match administrators. A promotional placement never influences compatibility scoring, recommendations or participant choice. Any feature not yet available is identified as in development and is not represented as currently available software.

Housing Match provides in-platform messaging so users can communicate about properties, applications, referrals and placements. When you use Platform messaging:

• You must communicate respectfully and lawfully, and must not use messaging to harass, threaten or mislead.
• You must not share another person's personal or sensitive information via messaging without their consent.
• Housing Match may log messages and communications for security, fraud prevention, legal compliance and audit purposes, as described in our Privacy Policy.
• Housing Match is not a party to any agreement reached between users through Platform messaging.

Housing Match may suspend or terminate your access to the Platform immediately and without prior notice where:

• You breach any provision of these Terms.
• You provide false, fraudulent or misleading information.
• Your conduct creates a safety risk to any person, including participants or residents.
• Your conduct creates legal, compliance or regulatory risk for Housing Match or other users.
• You misuse the Platform or act in bad faith.
• Required by law or regulation.

Housing Match may also terminate accounts that have been inactive for an extended period, or where the Platform is being wound down or restructured. Upon termination, your right to access the Platform ceases immediately. You may close your account at any time by contacting us; closure is subject to the retention terms in our Privacy Policy.

Housing Match does not guarantee uninterrupted, error-free or continuous access to the Platform. The Platform may be unavailable from time to time due to planned maintenance, upgrades or unexpected technical issues. We will use reasonable efforts to provide advance notice of planned maintenance where possible.

Housing Match is an evolving platform. We reserve the right to:

• Modify, improve, suspend or permanently remove any feature or functionality at any time.
• Introduce new features, tools and capabilities.
• Change the user interface, workflows or data structures.
• Retire legacy features as the Platform develops.

Where changes materially affect your use of the Platform, we will provide reasonable notice through the Platform or by email.

Housing Match provides the Platform on an "as available" basis. To the maximum extent permitted by law:

• Housing Match excludes all liability for indirect, consequential, special, incidental, punitive or economic loss.
• Housing Match is not liable for any loss or damage arising from decisions made by users based on Platform information, compatibility assessments or match recommendations.
• Housing Match is not liable for the actions, services or omissions of any provider, landlord, healthcare service or other third party.
• Housing Match is not liable for platform unavailability, data loss or service interruption.
• Housing Match is not liable for outcomes arising from referral processes, matching outcomes or placement decisions.

Nothing in these Terms limits liability that cannot be excluded by law, including under the Australian Consumer Law.

You agree to indemnify, defend and hold harmless Housing Match and its directors, employees, agents and contractors from and against any claims, losses, damages, costs and expenses (including legal costs) arising from:

• Information you provide on or through the Platform that is false, inaccurate or misleading.
• Your misuse of the Platform or breach of these Terms.
• Unauthorised sharing of another person's information or breach of privacy obligations.
• Your failure to obtain appropriate consents before sharing information.
• Any agreement or arrangement you enter into with another user.
• Your failure to comply with applicable laws, NDIS requirements or professional obligations.

We encourage all users to resolve disputes directly and in good faith. If a dispute arises between you and Housing Match in connection with these Terms or your use of the Platform:

1. You must first contact us in writing at hello@housingmatch.com.au, setting out the nature of the dispute and the outcome you are seeking.
2. We will acknowledge your notice within 5 business days and attempt to resolve the matter through good-faith negotiation within 20 business days.
3. If the dispute is not resolved through negotiation, either party may refer the matter to mediation conducted by an independent mediator agreed between the parties, or failing agreement, appointed by the Australian Disputes Centre.
4. Each party will bear its own costs of negotiation; mediation costs will be shared equally unless otherwise agreed.

Nothing in this clause prevents either party from seeking urgent injunctive or interlocutory relief from a court.

These Terms are governed by and construed in accordance with the laws of New South Wales, Australia. You irrevocably submit to the non-exclusive jurisdiction of the courts of New South Wales and Australian federal courts for any dispute arising under or in connection with these Terms.

Housing Match reserves the right to revise these Terms at any time. Material changes will be notified to users by email or through the Platform where practicable. Where a material change requires fresh acceptance, you may be required to accept the new version before continuing to use the Platform. The version you have accepted is recorded permanently with your details and timestamp.

Your continued use of the Platform after changes are posted constitutes acceptance of the updated Terms, except where fresh acceptance is required. We encourage you to review these Terms regularly. The current version is always available via the Trust Centre.

• Severability: if any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision will be severed and the remaining provisions will continue in full force and effect.
• Entire agreement: these Terms, together with our Privacy Policy, Consent Framework, and any applicable subscription, Pilot or Founding Partner agreement, constitute the entire agreement between you and Housing Match. In the event of any inconsistency between these Terms and a specific agreement, the specific agreement prevails to the extent of the inconsistency.
• Force majeure: Housing Match is not liable for any failure or delay caused by circumstances beyond its reasonable control, including natural disasters, pandemic, government action, civil unrest, cyberattacks, telecommunications failures or failure of third-party service providers.
• No outcome guarantees: Housing Match does not guarantee any housing, placement, referral, tenancy, compatibility, funding or clinical outcome arising from use of the Platform.

For questions about these Terms, your account, or your use of the Platform, please contact: