Ason Towers Care Hub – Client Code of Conduct
Effective Date: 16/01/2026
Last Updated: 16/01/2026
1. Introduction
Ason Towers Care Hub (“Ason Towers”, “we”, “us”) operates a digital platform that helps connect people seeking aged care, NDIS-related disability supports, and allied health services (“Clients”, “you”, “your”) with the people and businesses who may provide those supports (“Support Workers” and “Providers”).
Our purpose is to help make care more accessible by supporting safe, respectful, and transparent connections.
A positive platform experience relies on shared responsibility. We ask every Client to engage with:
• Support Workers
• Providers
• Ason Towers staff
in a manner that is respectful, safe, and in good faith.
This Client Code of Conduct sets the minimum expectations for how Clients and anyone acting on their behalf should behave when using Ason Towers.
This includes:
• family members
• guardians
• nominees
• advocates
• plan managers
• support coordinators
• other representatives
Any reference to “Client” includes these representatives.
This Code must be read together with:
• Ason Towers Terms of Use
• Incidents & Complaints Policy
• Privacy Policy
• relevant external standards such as the NDIS Code of Conduct and Aged Care Code of Conduct
A breach of this Code may result in:
• warnings
• restrictions
• suspension
• permanent removal from the Platform.
Important note about Ason Towers’ role
Ason Towers is not a registered NDIS provider or aged care provider by default (unless stated otherwise).
We operate as a technology marketplace platform.
Support Workers and Providers are typically independent professionals or businesses.
Clients remain responsible for choosing services that suit their needs.
2. Core Principles
Clients using Ason Towers must uphold the following principles.
RESPECT
Treat all users and platform staff with dignity and respect, embracing diversity.
BOUNDARIES
Maintain appropriate professional boundaries with Support Workers and Providers.
HEALTH AND SAFETY
Ensure the environment where services occur is safe and disclose known risks.
GOOD FAITH
Use the platform honestly, fairly, and as intended.
REPORTING
Raise concerns early and report serious incidents when necessary.
CONFLICT OF INTEREST & FRAUD PREVENTION
Avoid conduct that is fraudulent, coercive, exploitative, or designed to misuse funding.
3. Respect and Inclusion
Clients must:
• treat Support Workers, Providers, other Clients, and staff with courtesy
• respect cultural, linguistic, religious, gender, sexual identity, and personal diversity
• avoid discrimination, harassment, bullying, intimidation, or threats
• avoid abusive or violent behaviour
Ason Towers has zero tolerance for:
• harassment
• discrimination
• violence
• abuse
• neglect
• exploitation
Where credible allegations exist, Ason Towers may immediately restrict accounts while assessing risks.
4. Professional Boundaries
Clients must recognise that Support Workers and Providers operate in professional service relationships.
Clients must not:
• touch Workers inappropriately
• engage in sexual behaviour connected to services
• expose Workers to pornography or explicit content
• steal from Workers
• threaten Workers
• damage Worker property
• offer gifts, loans, cash tips, or incentives that pressure workers
• pressure Workers to break rules or perform unsafe tasks
Support Workers may establish boundaries regarding:
• tasks they will not perform
• safety requirements
• limits of competency
Clients must respect these boundaries.
5. Health and Safety Responsibilities
5.1 Sharing information that affects safety
Clients should share relevant safety information including:
• care plans
• mobility needs
• behavioural support requirements
• medication risks
• allergies or infection risks
• hazards within the home environment
• presence of other individuals
• pets or smoking risks
Clients should not withhold information that may affect safety.
5.2 Safe workplace expectations
When services occur in homes or private environments, Clients should:
• ensure safe access (clear pathways, lighting)
• disclose hazards (pets, damaged flooring, unsafe equipment)
• ensure Workers can exit safely
• prevent threatening individuals from being present
• avoid asking Workers to perform unsafe tasks
If a Worker believes a situation is unsafe, they may decline or stop services.
Clients must not retaliate against Workers for prioritising safety.
6. Restrictive Practices
6.1 NDIS
Restrictive practices must only occur where lawful and authorised.
Clients must not request restrictive practices unless:
• authorised under an approved behaviour support plan
• delivered through an appropriately registered provider
If restrictive practices occur or are suspected:
• notify Ason Towers
• notify the NDIS Quality and Safeguards Commission
• cease services where required
6.2 Aged Care
Restrictive practices are strictly regulated.
If misuse is suspected:
• notify Ason Towers
• consider reporting to the Aged Care Quality and Safety Commission.
7. Good Faith Use of the Platform
7.1 Accurate information
Clients must provide truthful and accurate information including:
• location
• support needs
• service timing
• funding context where relevant.
7.2 Payments and platform processes
Where payment tools exist on the Platform, Clients must use them.
Clients must not:
• demand cash payments outside the platform
• pressure Workers into off-platform payments
• circumvent platform safeguards
• deliberately withhold payment for legitimate services
7.3 Reviews and feedback
Reviews must be:
• honest
• respectful
• based on real experiences
Clients must not:
• threaten workers with negative reviews for discounts
• publish false information
• harass workers through reviews.
Ason Towers may moderate reviews under its Review Moderation Policy.
8. Reporting, Complaints and Disputes
When issues arise, Clients should:
- raise concerns with the Worker or Provider where safe
- use platform reporting tools
- contact emergency services or regulators where appropriate.
Serious concerns to report include:
• abuse
• neglect
• exploitation
• fraud
• unsafe conduct
• serious injuries
• criminal activity
The Incident & Complaints Policy outlines reporting pathways.
9. Conflict of Interest and Fraud Prevention
Clients must not misuse funding programs such as:
• NDIS
• aged care funding
Examples of prohibited conduct include:
• false invoices
• false timesheets
• directing funding improperly
• pressuring workers to misrepresent services
• kickbacks or fee splitting.
Clients must also avoid conflicts of interest, such as:
• allowing workers to control their finances
• creating financial dependency.
Representatives must act in the best interests of the Client.
10. Criminal Conduct and Safety of Premises
Clients must not request services where there is a known unmanaged safety threat, such as:
• violence
• threats
• weapons
• dangerous individuals present
Such risks must be disclosed where relevant.
Ason Towers may restrict platform access to protect user safety.
11. Consequences of Breach
Where breaches occur, Ason Towers may take actions including:
• education or warnings
• temporary access restrictions
• suspension during investigation
• permanent removal from the Platform
• referral to regulators or emergency services.
Ason Towers may also assist affected parties with guidance on alternative options where possible.