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Accident Hub

Terms of Service

Last updated 1 November 2025

The ground rules for working with us, in plain English.

The short version

These are the ground rules for working with Accident Hub after a car accident in NSW. We look after the car side, the medical side, and the compensation side on your behalf. You bring the accident and the honest facts about it; we bring the people, the process, and the follow-up. If there’s ever a disagreement about how any of this is working, tell us — we would much rather sort it out than have it drift.

Who these terms apply to

These terms apply any time you use Accident Hub’s service — whether you first got in touch by phone, through a form on the site, or by someone referring you through. By going ahead with our help, you accept the terms set out here.

For most matters, you’ll also get an engagement letterthat spells out the detail for your specific situation — what work we’re doing, any provider being involved, and any fee arrangement. If the engagement letter and this page ever disagree on a particular point, the engagement letter wins.

What we actually do

Accident Hub is a NSW motor accident service. After someone has a car accident, they call us and we take it from there — looking after the moving parts of what comes next so they don’t have to juggle a dozen different people at once. Practically, that breaks into three sides:

  • The car.Sorting out towing, a smash repairer who can actually turn the job around, a hire car while yours is off the road, or a valuation if the car isn’t worth fixing.
  • The medical side. Booking you in with GPs, specialists and allied health practitioners who understand motor accident injuries, and following up with your insurer on any pre-approvals.
  • The compensation side. Walking you through what you may be entitled to under NSW motor accident law, handling the paperwork to get a claim started inside the time limits, dealing with the CTP insurer on your behalf as the claim progresses, and where a damages claim is on the table, bringing in a qualified NSW lawyer who looks after that part of the file as part of our service.

What we’re not

It helps to be clear about the edges of what we do:

  • We’re not a law firm.Any legal work on your compensation claim is done by a qualified NSW legal practitioner who sits behind the service. Outside of a compensation-claim context, we don’t deliver standalone legal advice.
  • We’re not a medical clinic.The doctors and allied health professionals involved in your treatment are independent. They’re the ones making the clinical calls; we just book the appointments and follow up.
  • We’re not an insurer.We deal with your insurer and theirs on your behalf. We don’t underwrite policies and we don’t pay out on claims ourselves.
  • We’re not a tow company. We book qualified operators and repairers who handle the actual hands-on work.

How costs typically work

The short answer is that most people who call us don’t pay us directly for the service. Our income comes from the providers who do the hands-on work on your matter — the repairer, the practitioners, the legal side where a damages claim is running — and from the way costs are recovered through the compensation framework itself. That’s how we’re set up to look after people at the moment someone needs help without adding to the pile of bills on the kitchen table.

A few things to be specific about:

  • Third-party costs— repairs, medical treatment, imaging — are charged by those providers. Where your CTP cover or another insurer covers those costs, they’re paid through that arrangement rather than by you out of pocket.
  • Legal costs on a damages claimare regulated under NSW law and, where a damages matter resolves, they’re typically paid by the at-fault insurer’s side as part of the settlement rather than out of your compensation.
  • Your engagement lettersets out the specifics for your matter before work begins. Any fee arrangement that affects you is agreed in writing up-front, and we don’t spring surprise charges partway through.

We don’t make blanket promises here — everyone’s situation is a little different — but the principle is simple: the service exists so people can get help straight away without having to think about a bill on day one.

What we ask of you

For the service to work properly, we need you on the same side of the fence as us:

  • Tell us the truth about what happened, your injuries, your health history, and any prior claims. We can’t help around information you’ve held back, and doing so can put your claim at risk.
  • Get us the documents we ask for — licence, registration, medical records, insurer correspondence — as quickly as you reasonably can.
  • Turn up to the appointments we’ve booked for you, or let us know ahead of time if you can’t make it so we can rebook rather than having the slot wasted.
  • Keep us in the loop if anything changes — new symptoms, new treatment, a return to work, a change of address, any letter or call you’ve had from the insurer or a regulator.

If we don’t have the full picture or if appointments keep falling through, your matter slows down and in some cases parts of it can be jeopardised. We’ll always tell you when that’s starting to happen.

What we commit to you

In return, when you’re on our books:

  • We’ll look after your matter with reasonable care and skill and the sort of attention you’d expect from someone who does this for a living.
  • We’ll keep you informed. Every insurer letter that matters gets explained, every decision point talked through, and we’ll answer your call or get back to you the same day wherever we reasonably can.
  • We’ll speak plain English, and where English isn’t your first language we’ll arrange for communication in a way you can follow.
  • We’ll look after your information the way our Privacy Policy describes.
  • We’ll act in your best interests at each step and flag any conflict of interest up-front if one ever comes up.

Confidentiality

Anything you tell us about your accident, your injuries, your finances, or your life is confidential. We only share information with third parties where it’s needed to deliver the service on your behalf (the full list is in the Privacy Policy) or where the law requires it.

Our team members are under confidentiality obligations through their employment. The providers we work with are bound by confidentiality and data-handling obligations through their own contracts with us.

Our materials and intellectual property

The content we put together for you — letters, summaries, document packs, anything drafted on your behalf — is yours to use for the purpose of your matter. The things we build for the business itself, including the website, the guides, the templates and the brand, remain ours. Please don’t copy those and republish them as someone else’s.

Where our responsibility sits, and where it doesn’t

We take responsibility for the work we do. That said, because the service brings together independent professionals (doctors, repairers, lawyers, insurers), there are outcomes we don’t control and can’t be held responsible for — an insurer’s decision on a threshold classification, a treating doctor’s clinical call, a court ruling on a contested point — except where those outcomes flow from our own mistake or breach.

For anything we are responsible for, our total liability to you under or in connection with the service is limited to the greater of the fees actually received for your matter or AUD $5,000.

None of what’s in this section cuts across your consumer rights. Under the Australian Consumer Law, services have to be supplied with due care and skill, and fit for their purpose, and those guarantees apply no matter what any clause on this page says. Any rights you have under the Australian Consumer Law that can’t be excluded aren’t excluded here.

Ending the engagement

You can end our engagement at any time, in writing. Email help@accidenthub.com.auor the person on your file. We’ll acknowledge it, transfer anything on your matter to whoever you tell us to transfer it to, and provide a closing statement.

We can also step away from a matter — reluctantly, and only where we have good reason. That might be because information has been given to us that turns out to be false, because we can’t get cooperation on the things we need to keep a claim on track, because a conflict of interest has come up, or because continuing would put us on the wrong side of a professional obligation. If we have to do this, we’ll tell you in writing, give you reasons, and give you a reasonable window to arrange an alternative so you’re not left hanging.

Any fees properly earned up to the end of the engagement stay payable in line with your engagement letter.

If something goes wrong

Tell us first. The complaints page walks through the exact process — who to email, what to expect, and the timeframes. In short: complaints go to complaints@accidenthub.com.au, get acknowledged quickly, and land with a senior team member who’s independent of the person you first dealt with.

If our response doesn’t land right with you, you have external routes open:

  • AFCA (Australian Financial Complaints Authority) for complaints that fall on the financial services side.
  • SIRA (State Insurance Regulatory Authority) for anything concerning a CTP insurer or the NSW motor accident scheme.
  • OAIC (Office of the Australian Information Commissioner) for complaints about how your personal information has been handled.
  • The Personal Injury Commission on statutory decisions and disputes about motor accident matters within its jurisdiction.

Resolving a dispute

If there’s a dispute between us that isn’t coming right through the complaints process, we’ll first try to sort it out through direct, good-faith discussion. If that doesn’t get us there, the next step is mediation — a proper structured process with an independent mediator — before anyone heads to court. Court is genuinely the last resort, not the first. Where the matter does need to go to court, the courts of New South Wales have jurisdiction.

Governing law

These terms are governed by the laws of New South Wales, Australia.

If a part of these terms doesn’t hold

If a court ever decides any part of these terms is unenforceable, the rest keeps working. The offending bit is treated as if it wasn’t there, and the balance of the terms carries on.

Changes to these terms

If we update these terms, the “Last updated” date at the top changes. If the change matters to an engagement that’s already running, we let the people affected know directly before the change takes effect.

Getting in touch

For questions about these terms, or about anything else:

(02) 7238 7379
or request a callback →