Provider agreement

Last updated: 16 October 2026

SolDirectory provider agreement

5.1 Parties and acceptance

This agreement is between Sol Business Consultant Pty Ltd (ABN 20 662 022 522), trading as SolDirectory (“we”, “us”), and the organisation or sole trader that claims or creates a provider profile (“you”). The person accepting it confirms they’re authorised to bind you. It applies together with our terms of use and privacy policy. If there’s any inconsistency, this agreement applies.

5.2 Definitions

  • Request: an enquiry for support sent through SolDirectory by a participant, family member, carer or support coordinator.
  • Brief: the summary of a request we send to matched providers, without the requester’s name or contact details.
  • Unlock: viewing the requester’s name, contact details and free-text details for a request.
  • Requester information: all personal information in a request, including information you see on unlocking.
  • Listed plan: our free plan. Connect plan: our paid plan.

5.3 Eligibility and verification

You must be a genuine business that delivers, or is preparing to deliver, disability, aged care or related supports in Australia, with a valid ABN. We’ll verify your profile by checking your ABN against the Australian Business Register and at least one other proof, such as an email address on your business domain or a document. We can decline a profile we can’t verify.

5.4 Your profile

You agree to:

  • list only supports you actually deliver, service areas you genuinely cover and funding types you accept
  • show your registration status accurately. Registration details come from the NDIS Provider Register and you can’t change them on SolDirectory
  • not describe yourself as registered, approved or endorsed for anything you aren’t
  • keep your intake email and phone monitored and your details current
  • own or have permission to use any logos, photos and text you upload, and grant us a non-exclusive, royalty-free licence to display them on SolDirectory and in our marketing of SolDirectory while your profile is active

5.5 Weekly capacity check

Each week we’ll ask whether you’re taking new people in each of your service areas. You’ll answer “yes” only if you could realistically start a new person in that area. If you don’t answer within the weekly cycle, you won’t receive briefs until you do. Your profile stays live.

5.6 Requests and unlocks

A request is an enquiry. It isn’t a booking, a confirmed client or an exclusive referral, and we don’t guarantee any number of requests, responses or new clients. Up to 3 providers can unlock each request. When you unlock a request, you agree to:

  • use the requester information only to respond to that request and, if the requester agrees, to arrange and deliver their supports
  • contact the requester within one business day, including to tell them if you can’t help
  • not add the requester to any marketing list, send them marketing, or contact them again after they decline or close the request, unless they ask you to
  • not sell, share or disclose requester information to anyone else, except your staff who need it to respond, or as required by law
  • not copy requester information out of SolDirectory in bulk

5.7 Privacy and data security

You agree to:

  • comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles when handling requester information, whether or not the Act would otherwise apply to your business
  • comply with your obligations under the NDIS Act 2013 (Cth), the NDIS Code of Conduct and, if you’re a registered provider, the NDIS Practice Standards
  • keep requester information secure and limit access to staff who need it
  • tell us within 72 hours if you become aware of any unauthorised access to, disclosure of or loss of requester information, and cooperate with us in responding
  • destroy or de-identify requester information you no longer need, unless you’re required to keep it (for example, as a provider’s record of a service you deliver)

5.8 Plans, fees and GST

  • Listed plan: free. Includes a verified profile, the weekly capacity check, email notification of matching briefs (summary only), and worker directory search.
  • Connect plan: $249 plus GST ($273.90 including GST) a month. Includes everything in Listed plus 15 unlocks a month, SMS alerts, 3 team seats and response-time reporting.
  • Founding member price: if you join as one of our first 100 founding members, your Connect plan is $149 plus GST ($163.90 including GST) a month for the first 12 months of your subscription, then our standard price.
  • Fees are charged monthly in advance to your nominated card by our payment processor, Stripe, and your subscription renews automatically each month until cancelled.
  • We’ll issue a tax invoice for each payment showing our ABN and the GST included.
  • Unused unlocks don’t carry over to the next month.
  • Unlock credit: if a requester’s contact details are invalid, or the request duplicates one you’ve already unlocked, tell us within 14 days and we’ll restore the unlock.
  • If a payment fails, we’ll retry it and email you. If it isn’t paid within 14 days, your plan moves to Listed and your profile stays live.
  • We never charge a commission or a share of fees you agree with a participant.

5.9 Price and plan changes

We may change our prices or plan inclusions by giving you at least 30 days’ written notice by email. The change applies from your next billing period after the notice period ends. If you don’t agree with the change, you can cancel before it takes effect without any fee or penalty.

5.10 Cancellation and refunds

You can cancel your Connect plan at any time from your dashboard. Cancellation takes effect at the end of the current paid month, and you keep access until then. We don’t refund part months, except where required by the Australian Consumer Law or where our service wasn’t provided as described. You can close your profile entirely by contacting us.

5.11 Ranking and matching

Briefs are sent and results are ordered according to our published listing and ranking policy. Your plan determines whether you can unlock requests. It never changes whether you’re matched or where you appear.

5.12 Suspension and removal

We may suspend or remove your profile, or restrict your access to briefs, if:

  • information in your profile is materially false or misleading
  • your NDIS registration lapses, is suspended or revoked, or the NDIS Commission or another regulator takes enforcement action against you, including a banning order
  • you breach section 5.6 or 5.7
  • we receive complaints indicating a risk to participants’ safety or wellbeing

Where it’s safe and practicable, we’ll tell you the reason and give you 7 days to respond or fix the issue before acting. Where there’s a serious risk to someone’s safety or privacy, we may act immediately and will tell you why. If we remove your profile because of your serious breach, we don’t refund fees already paid. If we suspend your access for any other reason, we’ll refund fees for the period you couldn’t use the service.

5.13 Ending this agreement

You can end this agreement at any time by cancelling your plan and asking us to close your profile. We can end this agreement by giving you 30 days’ written notice, in which case we’ll refund any fees paid for the period after it ends. Sections 5.6, 5.7, 5.14 and 5.15 continue after the agreement ends.

5.14 Liability

  • Nothing in this agreement excludes rights you have under the Australian Consumer Law that can’t be excluded.
  • You’re responsible for the supports you provide, your workers, your pricing, your compliance with the law and your own insurance. We aren’t a party to any arrangement between you and a participant.
  • Each party is responsible for loss it causes to the other through its breach of this agreement or its negligence, reduced to the extent the other party contributed to the loss.
  • Neither party is liable for indirect or consequential loss, such as loss of profit, except in the case of a breach of section 5.6 or 5.7 or fraud.
  • Except for a breach of section 5.6 or 5.7 or fraud, our total liability to you under this agreement is limited to the fees you paid us in the 3 months before the claim arose.

5.15 Confidentiality

Each party will keep confidential any non-public information about the other’s business it receives through SolDirectory, except where disclosure is required by law.

5.16 Disputes

If a dispute arises, either party can give the other written notice of it, and both will try in good faith to resolve it within 21 days. If it isn’t resolved, either party may refer it to the Victorian Small Business Commission for mediation before starting court proceedings, except where urgent relief is needed.

5.17 Changes to this agreement

We may change this agreement by giving you at least 30 days’ written notice by email. If you don’t agree, you can end this agreement before the change takes effect without any fee or penalty, and we’ll refund any fees paid for the period after it ends. We won’t make a change that is unfair to you.

5.18 Notices

We’ll send notices to the account email address on your profile. You can send notices to directory@solbusinessconsultant.com.au or 97 John St, Glenroy VIC 3046.

5.19 General

This agreement, our terms of use and privacy policy are the entire agreement between us about SolDirectory. If any part is invalid or unenforceable, it’s severed and the rest continues. You may not transfer this agreement without our consent. We may transfer it to a business that takes over SolDirectory, after notifying you. This agreement is governed by the laws of Victoria, Australia.

Contact

Sol Business Consultant Pty Ltd (ABN 20 662 022 522), 97 John St, Glenroy VIC 3046. Email directory@solbusinessconsultant.com.au. Phone 0460 003 494 (Monday to Friday, 8am to 5.30pm Melbourne time).