Coordinator Terms of Use Summary

This document sets out a summary of the new Terms of Use for Coordinators, which will commence on 16 January  2026.  This document is intended to provide a summary only, and does not replace the complete Terms of Use. Please ensure you refer to the new Terms of Use for Coordinators here.

Clearer layout for the Terms of Use

A Coordinator’s/your agreement with Mable is now a couple of documents (instead of one big document) to help you understand the terms. Your agreement includes:

If you use an Apple App, you must also now comply with the “Apple End User Terms”, which are included within the Platform Terms.

The Site Terms are applicable to general visitors to the Mable website. 

We have clarified your role as a Coordinator

  • Your Clients: You represent Clients who require care and related services. You can provide those Clients with Coordinating Services, Funding Services, or both.
  • Appointed Coordinators: You may appoint another Coordinator to assist you, and you will be responsible for that Appointed Coordinator’s actions.
  • Funding Services: If you provide Funding Services, you are responsible for facilitating payment of all invoices; and our agent, MPS, will collect payment from you.
  • Coordinating Services: If you provide Coordinating Services, you are responsible for coordinating the engagement of Support Workers to provide Care Services to your Clients and, importantly, for ensuring the Care Services Agreement meets the Platform Minimum Requirements. This requires you to ensure that the fees Support Workers charge under the Care Services Agreement for the Care Services are no less than the Minimum Rate. Failure to meet these requirements is a Breach Event which may lead to suspension or termination.

You have some new contractual rights

  • You can now ask Mable to turn off automatic approval of Support Worker shifts for your Clients (by emailing: accounts@mable.com.au). If you do this, you will have to manually approve each shift.
  • You now have an express right to dispute any invoice you receive on behalf of your Clients, even after the automatic approval of the relevant shift(s) (by emailing: accounts@mable.com.au).
  • If one of your Clients is struggling to pay the fees, you can contact us and we may be able to help them. 
  • We can now only increase the Mable Fees in line with inflation since the last increase to the Mable Fees.
  • We now have some greater obligations to protect your personal information and confidential information.

We have some new rights

  • The terms describe the eligibility criteria that apply to coordinators, including to ensure that your clients have a government funded or private funding pathway to pay us and support workers.
  • If we don’t think that you have met the Eligibility Criteria, we may prevent you, or your Clients, from accessing the Platform until that criteria is met, or we may terminate your account.
  • We have some new rights to suspend or terminate your access to the Platform if you breach the Terms of Use. This includes if you fail to pay invoices repeatedly, or if you no longer meet the Eligibility Criteria or other Verification Checks.

Key Terms

Support Workers are independent

Support Workers are not employees, contractors or franchisees of Mable. Support Workers (and not Mable) are responsible for delivering care and support to your Clients.

Serious consequences for engaging off Platform (Avoidance conduct)

You must not use the Platform to recruit or subcontract any person. You must not engage with any Support Workers off Platform for 12 months from the date you last received a Care Service from that Support Worker. If you do, you will be subject to serious consequences including suspension, investigation, termination, or payment of monetary damages to Mable.

Exclusions of Liability

We only provide the Platform and Platform Services, and are not responsible or liable for anything in connection with the Care Services or the Care Services Agreement. You are responsible and liable for the services your Clients receive from Support Workers and for the Care Services Agreement.

Mutual liability cap

Both our liability and your liability is limited to all Support Engagement Fees paid and payable, including those payments that are facilitated, by you under the Terms of Use in the 12 months leading up to the Claim giving rise to the liability; unless the liability is caused by fraud or is under an indemnity.

Neither you nor we are liable for Consequential Losses, unless under an indemnity.

You indemnify us

You indemnify us for certain Claims and Losses that we or our affiliates suffer in connection with the Terms of Use, your or your Appointed Coordinators use or misuse of the Platform or Platform Services, or your Clients receiving Care Services, including:
  • breach of any law
  • engagement in Avoidance Conduct
  • breach of privacy requirements
  • breach of the Terms of Use as a result of reckless, fraudulent or malicious acts or omissions death or injury to any person
  • loss or damage to property
  • if the content you or your Appointed Coordinators post on the Platform infringes any person’s rights
  • breach of our technology or intellectual property rights.

You indemnify us and our affiliates if your Appointed Coordinators or Clients cause the liabilities referred to above.

We indemnify you

The new Terms of Use include an indemnity in your favour. We will indemnify you against losses suffered by you arising from any claims regarding: our technology or content on the Platform breaching another person’s intellectual property rights; and our breach of the Terms of Use due to reckless, fraudulent or malicious acts or omissions.

When we can suspend or terminate your Account

We have clarified the different circumstances (called “Breach Events”) when we may suspend or terminate your Account. If your conduct amounts to a Breach Event, you will have a chance to fix that breach. If you do not fix the Breach Event, we can terminate your Account.

However, some Breach Events are really serious (such as engaging Support Workers off Platform, or causing a health or safety, or financial or reputational issue). If a “Material” Breach Event occurs, we can immediately suspend your Account and investigate your conduct, which may lead to termination.

We can now also terminate your Account for convenience in certain circumstances, as follows:
  • For any reason by giving you 12 months’ written notice;
  • If you have not been active on the Platform for 6 months;
  • If we stop providing the Platform in Australia with 30 days’ written notice.

Both you and we can terminate your Account if we cannot provide the Platform or Platform Services due to an event outside of our control (which continues for 60 days or more).

Amending the Terms or the Fees

We can amend the Terms of Use and the fees and charges by providing at least 30 days written notice to you of the changes. You can terminate your Account if you do not agree to those changes. We can only increase the Mable Fees in line with inflation since the last time we increased the Mable Fees.

Other key changes

Compliance

You must comply with laws, the Terms of Use, our policies (Code of Conduct and Incidents and Complaints Management Policy), and relevant third-party codes of conduct such as the NDIS Code of Conduct and the Code of Conduct for Aged Care.

Privacy

You must ensure that you only use personal information (including health information) from Clients in accordance with privacy laws. You must obtain all consents from and make all disclosures to Your Clients to comply with the privacy laws.

Reporting

You must comply with your reporting requirements, including reporting incidents or suspicions of abuse or neglect of a child, elderly person or a person with disability in accordance with relevant legal requirements.

Prohibited Conduct

You must not engage in any Prohibited Conduct, or post Prohibited Content on or through the Platform.

Fee terminology

There have been no changes to the fees that Mable charges but we have changed the terminology to better reflect the nature of these fees. The new Terms of Use clarify that the “Agreed Rate” is not a fee, but is a reference rate used to calculate the other fees and charges under the Terms of Use.

The “Cost of Support” are the fees your Clients pay to Support Workers for provision of Care Services, the “Support Engagement Fee” and “Client Connection Fee” are the fees you or your Clients pay to Mable. These changes are to terminology only and do not affect the way in which payments are processed or fees are charged.

An example of how the fees are charged in practice is set out at this link: https://mable.com.au/pricing/

You can terminate your Account

You can still terminate your Account and the Terms of Use at any time. If you terminate your Account, you will no longer be able to access the Platform and any Care Services that you have booked to be performed after the date of termination will also be terminated.

This means that your Clients will not be able to access Care Services through the Platform.

Disputes, incidents and complaints

You and we must follow the processes here if a dispute arises between us.

Disputes between you and a Client, Appointed Coordinator or a Support Worker are directly between you and that other party. Mable may provide assistance or monitor such disputes, but we are not obliged to do so.

You can still report incidents or make complaints here.

Sign up to Mable

I want to find support:

For myself, a client or on behalf of a friend or family member.

I want to provide support:

As a support worker, nurse, allied health professional, gardener or cleaner.

Sign up to Mable

I want to find support:

For myself, a client or on behalf of a friend or family member.

I want to provide support:

As a support worker, nurse, allied health professional, gardener or cleaner.