Terms of Service

Last updated: 30 March 2026

1. Definitions

• "Platform" means the Titus CRM software application, including all features, tools, mobile applications, AI assistants, and services.
• "You" / "Customer" means the organisation or individual who subscribes to the Platform.
• "Users" means individuals authorised by the Customer to access the Platform, including Directors, Team Leaders, Roster Officers, Office Administrators, Support Workers, and Independent Contractors.
• "Participants" means NDIS participants, aged care clients, or other individuals receiving services through the Customer's organisation.
• "Content" means data, documents, progress notes, incident reports, care records, and materials uploaded to or created within the Platform.
• "Care Passport" means the unique, permanent participant identification record created within the Platform that travels with the Participant across provider transitions (see Section 6).
• "GPS Data" means location data collected from User devices during active shifts (see Section 7).
• "AI Features" means all artificial intelligence functionality including Andy AI Assistant, freestyle voice progress notes, document scanning, incident classification, and automated task creation.
• "Subscription Period" means the duration for which the Customer has paid for access.

2. Account Registration and Access

• You must provide accurate, current, and complete information during registration.
• You are responsible for maintaining the confidentiality of your account credentials.
• You must notify us immediately of any unauthorised use of your account.
• You are responsible for all activity that occurs under your account, including actions taken by Users you have authorised.
• You must ensure all Users within your organisation are made aware of and agree to these Terms before accessing the Platform.
• We reserve the right to suspend or terminate accounts that violate these Terms.

3. Subscription and Payment

3.1 Pricing

• Subscriptions are billed weekly in Australian Dollars (AUD), plus GST.
• Current pricing tiers: Independent Contractor ($79/week) and Company Growth ($349/week, up to 100 user licences). Customisation is available at an additional cost to be quoted.
• Implementation fees for Company Growth are dependent on the size of your business and are payable upon onboarding.
• Add-on modules (including the 24/7 AI Agent at $129/week) are billed separately at their listed weekly rates. Call and SMS charges are not included in add-on pricing.

3.2 Free Trial

• New customers receive a 14-day free trial with full platform access.
• No payment details are required to start a trial.
• At the end of the trial, you must subscribe to continue using the Platform.

3.3 Cancellation

• You may cancel your subscription at any time with 7 days' written notice.
• Cancellation takes effect at the end of the current billing period.
• No refunds are provided for partial billing periods.
• Upon cancellation, you may export your data for up to 30 days before account deactivation.
• Care Passport records remain accessible to Participants regardless of provider cancellation (see Section 6).

4. Acceptable Use

You agree not to:

• Use the Platform for any unlawful purpose or in violation of Australian law.
• Upload malicious code, viruses, or harmful content.
• Attempt to gain unauthorised access to other accounts, organisations, or systems.
• Reverse engineer, decompile, or disassemble the Platform.
• Use the Platform in a way that could damage, disable, or impair its functionality.
• Share your account credentials with unauthorised individuals.
• Use the AI features to generate false, misleading, or fraudulent documentation.
• Interfere with or disable GPS tracking features during active shifts where GPS tracking is enabled.
• Falsify progress notes, incident reports, or compliance records.
• Alter, modify, or delete Care Passport identification numbers.

5. Your Data

5.1 Ownership

You retain ownership of all Content you upload to the Platform. We do not claim ownership of your data. However, certain data elements (including Care Passport records) are subject to the portability provisions in Section 6.

5.2 Licence

You grant us a limited licence to host, store, process, and display your Content solely for the purpose of providing the Platform services. This includes processing Content through AI features for the purposes of extraction, classification, compliance analysis, and quality scoring. This licence terminates when you delete your Content or close your account, except for Care Passport records which are retained under Section 6.

5.3 Data Processing

We process your data in accordance with our Privacy Policy and applicable Australian privacy legislation, including the Privacy Act 1988 (Cth) and Australian Privacy Principles. Where your data includes NDIS participant information, we comply with NDIS data handling requirements under the National Disability Insurance Scheme Act 2013.

5.4 Data Categories

The Platform collects and processes the following categories of data:

• Participant data: personal details, NDIS plan information, support plans, progress notes, incident reports, medication records, and care documentation.
• Staff data: personal details, employment records, certifications, training records, timesheets, and performance data.
• Stakeholder data: contact details and linked participant relationships for Support Coordinators, Nominees, Guardians, and Behaviour Practitioners.
• Operational data: rosters, shifts, invoices, compliance registers, and organisational policies.
• Location data: GPS coordinates collected during active shifts (see Section 7).
• AI interaction data: questions asked to Andy AI Assistant and responses provided, which are logged for quality assurance and audit purposes.

5.5 Data Export

You may export your data at any time through the Platform's export features (CSV, PDF, and document downloads). Upon account termination, data export is available for 30 days.

6. Care Passport

6.1 What is a Care Passport

A Care Passport is a unique, permanent identification record assigned to each Participant entered into the Platform. Each Care Passport ID uses one of 22 alphabetical prefixes and is globally unique across all tenants and providers using Titus CRM.

6.2 Care Passport Portability

• Care Passport records belong to the Participant, not the Provider. When a Participant transitions between service providers, their Care Passport travels with them.
• If a Participant leaves your organisation and joins another provider that uses Titus CRM, their Care Passport record (including care history, support plans, and relevant documentation) may be made accessible to the new provider, subject to appropriate consent and privacy safeguards.
• Providers cannot delete, modify, or reassign Care Passport identification numbers. These IDs are permanent and follow the Participant for life.

6.3 Data Included in Care Passports

Care Passport records may include:

• Participant personal details and NDIS number.
• Support plans, goals, and preferences.
• Medical and health information relevant to care delivery.
• Communication preferences and accessibility needs.
• Progress notes and service delivery history.
• Incident reports and safety information.
• Medication profiles and administration records.
• Stakeholder and emergency contact information.

6.4 Consent

• You must obtain appropriate consent from Participants (or their authorised representatives) before entering their information into the Platform.
• You must inform Participants that their data will form part of a Care Passport that travels with them between providers.
• Participants (or their authorised representatives) may request access to their Care Passport data at any time.

6.5 Provider Obligations

• You must ensure all Participant data entered into the Platform is accurate and up to date.
• You must not enter false, misleading, or incomplete information into Care Passport records.
• You remain responsible for the quality and accuracy of data entered by your Users.

7. GPS and Location Data

7.1 What GPS Data is Collected

• The Platform collects GPS location data from User devices during active shifts when shift tracking is enabled.
• GPS data includes coordinates, timestamps, and movement between service delivery locations.
• GPS tracking activates when a shift starts and deactivates when the shift ends.
• Kilometre calculations for travel reimbursement are derived from GPS data.

7.2 Purpose of GPS Data Collection

GPS data is collected for the following purposes:

• Worker safety: Lone worker protection and emergency location identification.
• Service verification: Confirming service delivery at the correct location and time for NDIS billing compliance.
• Travel recording: Automatic kilometre tracking for mileage reimbursement at the ATO rate.
• Rostering optimisation: AI-powered staff suggestions based on proximity to Participants.
• Audit compliance: Evidence of service delivery location for NDIS Quality and Safeguards Commission audits.

7.3 Consent and Obligations

• By accepting these Terms, Users consent to GPS data collection during active shifts.
• Customers must inform all Users (including Support Workers, Independent Contractors, and other field staff) that GPS data will be collected during shifts prior to their first use of the Platform.
• GPS data is not collected outside of active shift periods.
• Users must not deliberately interfere with, spoof, or disable GPS tracking during active shifts.

7.4 Data Retention and Access

• GPS data is retained for the duration required by NDIS record-keeping obligations (minimum 7 years).
• GPS data may be accessed by authorised management Users (Directors, Team Leaders, Roster Officers) for rostering, safety, and compliance purposes.
• Individual Users may view their own GPS and travel data through the Platform.

8. AI Features

8.1 AI Assistant (Andy AI)

• Andy AI is an AI assistant integrated into the Platform that answers questions from staff, references organisational policies and procedures, and can create follow-up tasks for management when unable to provide a definitive answer.
• All conversations with Andy AI are logged to the staff member's contact history for audit and quality assurance purposes.
• Andy AI's knowledgebase is built from documents uploaded by the Customer to the Company Files section of the Platform. Customers are responsible for the accuracy of knowledgebase content.

8.2 AI Progress Notes and Document Processing

• The Platform uses AI to extract structured data from voice recordings and free-text progress notes, classify documents, detect incidents, identify complaints, and score note quality against NDIS audit requirements.
• AI-generated content (including extracted fields, quality scores, incident classifications, and compliance suggestions) is provided as a drafting aid and must be reviewed by the User before submission.
• We do not guarantee the accuracy of AI-generated content. Users are responsible for reviewing and approving all AI-processed records.

8.3 AI Data Processing

• AI features use third-party providers (Anthropic Claude) for processing. Your data is sent to these providers solely for the purpose of providing AI functionality within the Platform.
• Your data is not used to train third-party AI models.
• You are responsible for ensuring that AI-generated content is reviewed and approved by qualified staff before submission to regulatory bodies, Participants, or external parties.

9. Training and Learning Management

• The Platform includes an integrated Learning Management System (LMS) with NDIS mandatory training courses, quizzes, and certificates of completion.
• Training records (including completion dates, scores, and certificates) are retained for NDIS audit evidence purposes.
• Customers are responsible for ensuring their staff complete mandatory training within required timeframes. The Platform provides reminders and deadline tracking, but compliance responsibility remains with the Customer.
• Certificates of completion generated by the Platform are issued by the Customer's organisation through Titus CRM and do not represent independent accreditation.

10. Service Levels

• We target 99.9% uptime for the Platform, excluding scheduled maintenance.
• Scheduled maintenance will be communicated at least 24 hours in advance where possible.
• We are not liable for downtime caused by third-party service providers, internet connectivity, or circumstances beyond our reasonable control.

11. Intellectual Property

The Platform, including its design, features, code, AI models, training content, and documentation, is the intellectual property of Titus CRM Pty Ltd. Your subscription grants you a non-exclusive, non-transferable licence to use the Platform during your Subscription Period. This licence does not include the right to sublicence, resell, or redistribute the Platform.

12. Limitation of Liability

• To the maximum extent permitted by Australian Consumer Law, our total liability for any claim arising from these Terms is limited to the fees paid by you in the 3 months preceding the claim.
• We are not liable for indirect, incidental, special, consequential, or punitive damages.
• We are not liable for losses arising from your failure to maintain adequate backups of your data.
• We are not liable for decisions made based on AI-generated content, including incident classifications, compliance suggestions, or quality scores.
• We are not liable for inaccuracies in GPS data caused by device limitations, signal interference, or User error.
• Nothing in these Terms excludes or limits liability that cannot be excluded under Australian law, including the Australian Consumer Law.

13. Indemnification

You agree to indemnify and hold harmless Titus CRM Pty Ltd from any claims, damages, or expenses arising from your use of the Platform, violation of these Terms, infringement of any third-party rights, or failure to obtain appropriate consents from Participants or Users for data collection (including GPS data and Care Passport data).

14. NDIS Compliance

• The Platform is designed to support NDIS provider compliance, including 18 compliance registers across 5 categories, incident management, restrictive practice reporting, and audit evidence generation.
• The Platform does not guarantee compliance with NDIS Practice Standards or Quality Indicators. You remain responsible for your organisation's compliance obligations.
• Compliance features are based on current NDIS guidelines and are updated as regulations change.
• AI-generated compliance content (incident classifications, CAPA records, quality scores) must be reviewed by qualified staff before reliance or submission.

15. Termination

• Either party may terminate with 7 days' written notice.
• We may terminate immediately if you breach these Terms and fail to remedy the breach within 14 days of notice.
• Upon termination, your access to the Platform ceases and data export is available for 30 days.
• Care Passport records are retained beyond account termination to ensure continuity of care for Participants (see Section 6).
• GPS data is retained in accordance with NDIS record-keeping requirements regardless of account status.

16. Changes to Terms

We may update these Terms from time to time. We will provide at least 30 days' notice of material changes via email. Continued use of the Platform after changes take effect constitutes acceptance of the updated Terms.

17. Governing Law

These Terms are governed by the laws of Queensland, Australia. Any disputes will be resolved in the courts of Queensland, subject to the exclusive jurisdiction of those courts.

18. Contact

For questions about these Terms:

• Email: info@titus-crm.com
• Phone: 0488 810 958
• Address: Brisbane, QLD, Australia
• ABN: 28 616 760 206