Terms of Service

Version 2.0 – Last updated: 20 November 2025

These Terms govern your use of our website, the NIMS technology platforms, and the clinical and administrative services we provide. By accessing or using any part of our services, you agree to these Terms.

1. Acceptance of Terms

By accessing our website, using our technology platforms, booking a consultation, or receiving services from NIMS Health (“NIMS”, “we”, “us”, “our”), you agree to these Terms. If you do not agree, please do not use our website, portal or services.

2. Who we are

NIMS Health is an Australian healthcare provider delivering telehealth-based occupational injury management services to workers, employers, insurers, rehabilitation providers and other authorised stakeholders.

For the purposes of these Terms, “services” include clinical consultations, telehealth appointments, case coordination, administrative support, technology platforms, clinical documentation, and any related services we provide.

3. When these Terms apply

These Terms apply whenever you visit our website, register or log in to the NIMS technology platforms, make a booking, or otherwise engage with our services online, by phone, or in writing. Use of the NIMS technology platform is governed by separate Terms presented at registration or login.

4. Not for emergencies

NIMS Health is not an emergency or crisis service. If you are in danger or experiencing a medical emergency, call 000 or go to your nearest emergency department.

5. Eligibility and your responsibilities

Users of our services agree to:

• be at least 16 years old, or involve a parent/guardian where required.
• provide accurate, complete information and update it when necessary.
• ensure you (or the worker you represent) attend consultations in a private, secure environment.
• follow reasonable clinical advice.
• not record consultations unless all parties give written consent.

Organisational users (employers, insurers, rehab providers) must:

• ensure they have authority to act on behalf of the worker.
• provide correct claim, employer or insurer details where required.
• ensure referrals and bookings comply with scheme rules and applicable law.

6. Telehealth consent and clinical standards

• By attending or booking a telehealth consultation, you consent to receiving care via telehealth.
• NIMS clinicians are qualified, AHPRA-registered practitioners who follow professional, statutory and scheme-based guidelines for telehealth and occupational injury management.
• We may verify identity at the start of each consultation.
• Telehealth may not be suitable for all presentations. Where clinically required, we will arrange in-person assessment, imaging, referral or escalation.
• Clinical outcomes cannot be guaranteed and depend on individual circumstances and adherence to advice.

7. Bookings, fees, payment and cancellations

• Appointments are delivered nationally by secure video telehealth unless otherwise arranged.
• Where services fall under workers’ compensation or insurer funding, fees usually align with the relevant state/territory gazetted schedule.
• Standard scheme services are invoiced at gazetted rates with no gap fees.
• Private or non-scheme services may attract different fees.
• Please provide 24 hours’ notice for cancellations or rescheduling; late cancellations or no-shows may incur a fee, where scheme rules permit.

If an employer, insurer, agent, or representative books on behalf of a worker, they:

• confirm they have authority to do so and to receive relevant work capacity, documentation, and updates.
• accept that we will communicate clinical and return-to-work information in line with scheme requirements and law.

If a claim is declined, liability is denied, or the expected funder does not pay for reasons outside our control, the individual receiving the service remains responsible for unpaid fees.

8. Reports, certificates and communications

With your consent, or as required or authorised by workers’ compensation law, insurer rules, or other legal obligations, NIMS may provide clinical reports, certificates of capacity, updates and referrals to employers, insurers, rehabilitation providers or other authorised stakeholders.

9. Acceptable use

When using our services, you agree to act lawfully, respectfully and in a way that does not compromise the safety, privacy or integrity of our systems, staff or other users.

You must not:

• upload, share or transmit any unlawful, offensive, defamatory, discriminatory, threatening or harmful content.
• harass, abuse, intimidate or behave inappropriately toward any clinician, staff member, or other user.
• interfere with, disrupt or attempt to compromise the security, availability or performance of our systems, networks or telehealth platform.
• use another person’s login or allow someone else to use yours.
• access or attempt to access information you are not authorised to view.
• alter, falsify, misuse or misrepresent any NIMS-issued documentation, certificates, clinical reports or communications.
• use our content, systems or documentation for commercial, competitive or non-authorised purposes.

10. Technology and third-party services

We use secure, reputable third-party technology and service providers to support telehealth, hosting, and communications. These providers operate under strict privacy, confidentiality, and security obligations.

Use of Artificial Intelligence (AI):

We may use compliant, human-supervised AI tools to help clinicians and staff with notetaking and administrative documentation. These tools do not replace clinical judgement or make automated treatment decisions. A qualified practitioner reviews and finalises all clinical records. Our use of AI is governed by our Privacy Policy.

11. Intellectual property

All materials, trademarks and content on our website and technology platforms are owned by NIMS Health or our licensors. You may use them only as needed to access your care or manage referrals to our services.

12. Service reliability

We take reasonable steps to keep our systems available and secure. Temporary interruptions may occur, and we will act promptly to restore access.

13. Australian Consumer Law (ACL)

Nothing in these Terms excludes or limits non-excludable guarantees under the Australian Consumer Law. Where permitted, our liability for such guarantees is limited to resupplying the services or reimbursing their cost.

14. Liability

To the extent permitted by law, we are not liable for indirect or consequential loss, loss of profit, or business interruption. This does not limit liability for personal injury caused by our negligence or your statutory rights.

15. Privacy

We handle personal and health information in accordance with our Privacy Policy, which forms part of these Terms.

16. Dispute resolution

If you have a complaint, please contact us first (see Contact). We will review and respond within a reasonable timeframe. If unresolved, you may refer the matter to your state or territory health complaints entity or the Office of the Australian Information Commissioner (OAIC).

17. Changes to these Terms

We may update these Terms periodically. The latest version will be posted on our website with the effective date shown above.

18. Governing law

These Terms are governed by the laws of Queensland, Australia, and subject to the jurisdiction of Queensland courts.

19. Contact

Email: info@nimshealth.com.au
Phone: 1300 853 517
Postal: PO Box 951, Surfers Paradise QLD 4217