These Terms & Conditions apply to services provided by Nurses Quay (“Nurses Quay”, “we”, “us” or “our”), including personal care, clinical oversight, medical appointment advocacy, staffing solutions, allied health coordination and related support services.

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By engaging Nurses Quay or booking our services, you agree to these Terms & Conditions together with any individual service agreement, care plan, quotation or other agreement that applies to your service.

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1. Our Services

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Nurses Quay provides services that may include:

• Personal care and support

• Clinical oversight and nursing-related services

• Medical appointment advocacy and support

• Staffing solutions, including registered nurses, caregivers, care managers, domestic staff, kitchen hands and chefs

• Allied health coordination, including occupational therapy, physiotherapy and podiatry

• Community and aged-care support

• Other healthcare, education, staffing or support services agreed with the client

The services provided to each client will depend on their individual needs, agreed service plan, funding arrangements, worker availability and the scope of practice of the relevant professional.
 

2. Person-Centred Care

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Nurses Quay is committed to providing services that respect each person’s:

• Dignity and independence

• Privacy

• Cultural needs and values

• Preferences and choices

• Individual goals and circumstances

Where our services constitute health or disability services in New Zealand, they will be provided consistently with the Code of Health and Disability Services Consumers’ Rights.

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3. Client Assessment and Service Planning

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Before services commence, Nurses Quay may collect information necessary to understand the client’s needs, risks, goals and support requirements. 

- A service plan or care plan may be developed where appropriate.

- The service plan may be reviewed when the client’s needs change or when clinically or operationally necessary.

- Nurses Quay may recommend referral to another healthcare professional or service where a client’s needs are outside the scope of the service requested.

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4. Consent

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Clients have the right to make informed choices about their care and to give or decline consent.

Nurses Quay will seek appropriate consent before providing services or sharing information, subject to situations where disclosure or action is permitted or required by law.

Where a client cannot provide consent, Nurses Quay may work with an authorised representative, welfare guardian, attorney or other legally authorised person, as appropriate.

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5. Personal Care and Support

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Personal care services may include assistance with activities of daily living and other agreed support.

Services will be provided according to the client’s assessed needs, agreed service plan and the worker’s qualifications and scope of practice.

Nurses Quay does not guarantee a particular outcome where the outcome depends on factors outside our reasonable control.

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6. Clinical Services and Clinical Oversight

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Where Nurses Quay provides clinical services, they will be delivered by appropriately qualified and, where applicable, registered health professionals working within their professional scope of practice.

Clinical decisions remain the responsibility of the appropriately qualified health professional involved.

Clinical services do not replace emergency medical care.

In an emergency, call 111 or seek immediate medical assistance.

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7. Medical Appointment Advocacy

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Medical appointment advocacy is intended to assist clients to communicate their concerns, understand information provided to them and, where authorised, support communication with healthcare providers.

Advocacy does not constitute independent diagnosis, medical treatment or a guarantee of a particular medical outcome.

Clients remain entitled to make their own healthcare decisions.

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8. Allied Health Coordination

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Nurses Quay may coordinate or facilitate access to allied health professionals such as:

• Occupational Therapists

• Physiotherapists

• Podiatrists

• Other appropriately qualified professionals

Where an allied health professional is an independent provider, that professional remains responsible for their own clinical assessment, recommendations, treatment and professional obligations.

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9. Staffing Services

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Nurses Quay may provide or coordinate staffing solutions including:

• Registered Nurses

• Caregivers

• Care Managers

• Domestic staff

• Kitchen hands

• Chefs

• Other agreed personnel

Workers will be selected according to the requirements of the relevant position and applicable legal, professional and organisational requirements.

Specific staffing arrangements may be governed by a separate Staffing Services Agreement.

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10. Client and Employer Responsibilities

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Clients and organisations engaging Nurses Quay agree to:

• Provide accurate and relevant information

• Inform us of significant changes in health, risks or circumstances

• Provide a safe working environment

• Treat Nurses Quay workers with respect

• Provide reasonable access to the premises where services are being delivered

• Comply with agreed payment arrangements

• Notify us of cancellations or changes as soon as reasonably practicable

Nurses Quay may review, modify, suspend or discontinue services where there are significant safety concerns, unacceptable risks or circumstances outside the agreed scope of service.

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11. Privacy and Confidentiality

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Nurses Quay takes privacy and confidentiality seriously.

We collect, use, store and disclose personal and health information only for legitimate purposes connected with providing services, managing our business, meeting legal obligations, coordinating care, processing funding or payments, or where otherwise authorised or required by law.

Where applicable, health information will be handled in accordance with New Zealand privacy requirements, including the Health Information Privacy Code 2020.

For further information, please refer to our Privacy Policy.

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12. Fees and Payment

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Fees will be communicated before services commence where reasonably practicable.

Fees may depend on:

• The type of service

• Duration of service

• Location

• Staffing requirements

• Assessment or clinical complexity

• After-hours or urgent requirements

• Applicable funding arrangements

Invoices must be paid within the timeframe specified on the invoice or service agreement.

Additional costs may apply where agreed, including travel, specialist requirements, cancellation fees or other approved expenses.

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13. ACC and Other Funding

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Where services are funded or partially funded by ACC, government agencies, insurers or another third party:

• Eligibility for funding is determined by the relevant funding organisation

• Funding approval does not necessarily cover all services or costs

• The client may remain responsible for any non-funded portion of the service

• Services will be provided subject to applicable funding rules and provider requirements

Where Nurses Quay or an individual health professional provides ACC-funded services, the relevant ACC registration, contract and service requirements will apply.

ACC-registered providers also have obligations relating to professional standards, clinical records, reporting, privacy and billing.

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14. Cancellation and Rescheduling

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Clients are asked to provide as much notice as reasonably possible when cancelling or rescheduling an appointment or service.

Any cancellation charges will be communicated in advance and will depend on the applicable service agreement.

Cancellation fees will not remove any rights a consumer may have under applicable New Zealand consumer law.

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15. Consumer Rights

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Nothing in these Terms & Conditions is intended to exclude, restrict or override rights that cannot legally be excluded.

Where applicable, services supplied to consumers are subject to the Consumer Guarantees Act 1993, including guarantees relating to reasonable care and skill, fitness for purpose and reasonable time where no timeframe has been agreed.

Where services are health or disability services, clients also have rights under the Code of Health and Disability Services Consumers’ Rights.

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16. Complaints and Feedback

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Nurses Quay welcomes feedback and complaints.

Clients may raise concerns by contacting:

Nurses Quay
Email: admin@NQcare.co.nz
Phone: 027 536 6772

We will aim to address complaints fairly, respectfully and as promptly as reasonably possible.

Where the Code of Health and Disability Services Consumers’ Rights applies, complaints will be handled consistently with the Code’s requirements. These include acknowledging applicable complaints in writing within five working days and providing information about relevant internal and external complaint options.

Consumers may also seek assistance from the Health and Disability Advocacy Service or complain directly to the Health and Disability Commissioner.

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17. Safety, Safeguarding and Professional Conduct

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Nurses Quay is committed to protecting clients from abuse, neglect, discrimination, exploitation, harassment and other inappropriate conduct.

We expect clients, families, representatives, workers and partner organisations to maintain respectful and professional behaviour.

We may take appropriate action where there are concerns about safety, abuse, exploitation, violence, harassment or serious misconduct.

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18. Professional Boundaries

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Nurses Quay workers are required to maintain appropriate professional boundaries.

Workers must not:

• Misuse a client’s money or property

• Engage in inappropriate personal or financial relationships with clients

• Provide services outside their competence or scope

• Accept inappropriate gifts or benefits

• Disclose confidential information without appropriate authority
   

19. Service Limitations

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Nurses Quay will only provide services that are within the agreed scope of service and the relevant worker’s qualifications, competence and professional scope.

We may decline or refer a service where:

• The client’s needs exceed the agreed service

• Appropriate staffing or clinical expertise is unavailable

• The environment presents an unacceptable safety risk

• The requested service is outside our scope

• Another provider or emergency service is more appropriate
   

20. Staffing and Worker Changes

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Staffing availability may change due to illness, leave, emergencies, workforce availability or other circumstances.

Where reasonably practicable, Nurses Quay will seek to provide an appropriately qualified replacement.

A particular worker cannot always be guaranteed unless specifically agreed in writing.

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21. Intellectual Property

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Unless otherwise agreed in writing, materials developed by Nurses Quay, including:

• Training materials

• Educational resources

• Forms

• Templates

• Business materials

• Frameworks

• Written content

• Branding

remain the intellectual property of Nurses Quay or the relevant rights holder.

They must not be copied, reproduced or commercially used without permission.

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22. Training, Career and Recruitment Services

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Where Nurses Quay provides training, seminars, education or recruitment-related services:

• Participation does not guarantee employment

• Participation does not guarantee visa approval, professional registration or residency

• Recruitment outcomes depend on the requirements of employers and relevant authorities

• Employment remains subject to the employer’s recruitment and employment processes

Any separate training, recruitment or placement service may have additional Terms & Conditions.

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23. Australian Services

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Where Nurses Quay provides services in Australia, services will be subject to the laws and regulatory requirements applicable to the relevant Australian state or territory and the particular service being provided.

Additional registration, accreditation, professional, privacy, aged-care or other regulatory requirements may apply.

A separate Australian service agreement may be used where appropriate.

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24. Changes to Services and Terms

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Nurses Quay may update its services, policies and these Terms & Conditions from time to time.

The current version will be published on our website with the date of the latest update.

Where a significant change affects an existing client’s service agreement, we will provide appropriate notice where required.

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25. Governing Law

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For services provided in New Zealand, these Terms & Conditions are governed by the laws of New Zealand.

Where services are provided in another jurisdiction, the applicable laws and mandatory consumer and professional requirements of that jurisdiction may apply.

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Contact Nurses Quay

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NURSES QUAY

Email: admin@NQcare.co.nz
Phone: 027 536 6772
Location: Auckland, New Zealand

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© 2026 Nurses Quay. All rights reserved.

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Last Updated: 06 October 2026