The Terms of Service below form part of the Application for membership of the MOA Benchmarking™ program. Submission of an application signifies your agreement to the following terms.

We welcome you to the MOA Benchmarking™ Program and look forward to assisting your organisation to maintain a consistent approach to quality.

We believe that clear communication from the beginning is important and we provide the following details of service, including responsibilities of MOA Benchmarking™ and responsibilities of participants in the MOA Benchmarking™ Program.

The MOA Benchmarking™ program has no contracts and a once-only set-up fee for each service. The set-up fee must be paid prior to the joining package and program access being issued.


Every person nominated to receive access to the newly commenced programs will receive an email with their login details and instructions on accessing any relevant resources such as Audit Schedules and Program Guides.

The email will also provide options for accessing online training and the MOA Benchmarking™ Team’s contact details along with an offer to provide assistance.

As soon as you receive your login details you can login and start using your program.


By completing this agreement you are agreeing to purchase a subscription to the MOA Benchmarking™ program. Regardless of whether your service’s program has accessed or completed the program, the program will remain available and invoicing will continue until we receive written or emailed notice that this is to cease. No refunds are available once payment of an annual invoice has been made.

If you’ve opted for your service to be invoiced monthly for your MOA Benchmarking™ program, you can cancel your membership immediately through providing written advice to admin@moa.com.au. Providing your advice is received by COB (4.30pm AEST) on the last business day of that month and you don’t require any future access to the program (e.g. to access reporting for the current month), the program will immediately be taken offline at the end of the current month. Your service will have been invoiced at the beginning of the current month. If this invoice is still unpaid, your service will need to pay this and any other outstanding invoice, within the terms of the latest invoice.

If you’re advising of a future cancellation date or require access to the program after your nominated cancellation date (e.g. later access to reporting for the current month), your service will also be invoiced for those monthly programs that have been provided to you through your online member’s area regardless of whether they are accessed or completed.

The MOA Benchmarking™ program and all its individual components, content and tools are fully protected by copyright. On cancellation of your subscription to the MOA Benchmarking™ program, you must immediately cease to access, use and/ or further distribute the audit tools, program guides or any other intellectual property owned by MOA Benchmarking™.

Your service is fully entitled to its data and historic results. These should be downloaded from the MOA Benchmarking™ website prior to the cancellation date. Additional charges may apply if requests for such items are made post-cancellation.

Your service also owns the unique membership identification number we allocate. Should the service resubscribe to the program in the future, the service can continue to use this number and once again access the historic programs and reports available online.



  1. MOA Benchmarking™ will work with consultants, industry experts and its member base to continually update and improve each individual audit tool.
  2. MOA Benchmarking™ will email participants at the beginning of each month as a courtesy reminder to access their new Audit, Surveys and/ or Quality Indicator programs scheduled for the upcoming month and also to access last month’s suite of reports.
  3. MOA Benchmarking™ will provide annual updates to Program Guides, Planners and Audit Schedules. These will be hosted in the Resources area of all member programs and their release communicated via our monthly e-newsletter.
  4. The MOA Benchmarking™ team is available between the hours of 8.30am – 4.30 pm AEST to provide personalised telephone, email and remote online support to clients. The team will also contact nominated service representatives if issues (such as potential data entry errors) are identified through our internal quality assurance measures.
  5. MOA Benchmarking™ provides a ‘live’ reporting system to access results reflective of all the data submitted through your service’s Audit, Survey, and Quality Indicator program at the time of generation.
  6. MOA Benchmarking™ provides a monthly suite of live reports featuring modern data visualisation methods to present your services results in comparison with statistically robust internal and external benchmarks.
  7. MOA Benchmarking™ will distribute an e-newsletter to all members on the third Friday of every month to communicate important program news, updates and advance notice of changes to the fee structure.
  1. Read and ensure these Terms of Service are understood and agreed to prior to lodging an application to join the program.
  2. Read and ensure the Program Guides in the Resources area of the website are understood prior to commencing the program.
  3. Register for and attend an online training session within the first month of being provided access to the program.
  4. Reach out to the MOA Benchmarking™ team if you have any questions, require training, have suggestions for improvement or have any issues or concerns with your program.
  5. Endeavour to submit all data online by the due date (the 15th of the following month, e.g. data for the March program is due by the 15th April) which is also when MOA Benchmarking™ automatically locks all programs.
  6. Provide honest evidence-based responses in all audit tools you complete. If something is planned, but has not yet happened, then it doesn’t quality as meeting the requirements of a question. Review the Quality and Performance Indicator definitions for each question and ensure the data you are entering is within those parameters. No other interpretation is to be used to collect data through these tools.
  7. Adopt the same proactive and structured approach you use in your MOA Benchmarking™ program to follow up results of interest and convert them into plans for continuous improvement.
  8. Ensure your services information) are always correct. This includes yours and your services contact or billing details, the service personnel that have access to your program and benchmarking characteristics. Make any changes required through the website or by contacting MOA Benchmarking™.
  9. Comply with the confidentiality, privacy, and copyright requirements as outlined in these Terms of Service.
  10. Pay program invoices by the due date.
  1. MOA Benchmarking™ is compliant with the Australian Privacy Principles.
  2. All services are assigned a de-identified number to ensure confidentiality. The service name will not appear on any documentation or reports, unless you receive Summary Management Reporting within your organisation.
  3. Data is stored on secure Australian services where all data is routinely backed up every 15 minutes.
  4. MOA Benchmarking™ will provide aggregated and de-identified data and information only for research, peak bodies, government bodies, marketing, and training. Individual service data will not be identified.
  5. Please refer to the Terms and Conditions and Privacy Policy on our website.
  1. Unauthorised copying, distribution, or modification of MOA Benchmarking™ information is not permitted.
  2. Copyright refers to all areas of MOA Benchmarking™ but is not limited to: Audits, Surveys, Quality Indicators, CQI Guide, Audit Explanation Sheets, Quality Indicator Data Definitions, Blank Collection Sheets, Action Sheets, Audit program schedule, training and promotional material.
  3. Copying of MOA Benchmarking™ information is only permitted after receiving written authorisation from MOA Benchmarking™.
  4. The program may only be used by a single facility. Information may not be copied or lent to a third party or individuals, nor distributed across multiple services in original or modified format.

When a service ceases their membership to the MOA Benchmarking™ program they are no longer permitted to use any elements of the program or any components of the schedule, audits, surveys, indicators, forms the, or CQI guide. These all remain the property of MOA Benchmarking™ and must be deleted, destroyed or returned to MOA Benchmarking™ on cancellation.


While we aim to provide the best possible range of services and reporting to all of our members, there are times when specific requests are made where we may not have an immediate or ready-made solution available. In instances where additional work, such as consultation and development, outside the scope of a MOA Benchmarking™ membership is required, MOA Benchmarking™ can provide an estimate of the time and costs involved in completing the project. All additional works and the associated terms must be agreed upon and approved by an authorised person prior to MOA Benchmarking™ commencing work on the request.


In the event that a service’s payment of subscription fees falls in arrears, including services who have cancelled but still have subscription fees owing, the following action will be taken:

  1. When an account becomes sixty (60) days in arrears, a note will be automatically issued requesting immediate payment of the monies due.
  2. If payment of fees is not received within thirty (30) days of the note above being issues, the system will automatically suspend all online member access until such time as the payment due has been received.
  3. If after ninety (90) days, payment due still has not been received, the system will cancel the service’s membership and MOA Benchmarking™ will commence debt recovery procedures.

While every care is taken in compiling information and providing tools to facilitate our member services continuous quality improvement, MOA Benchmarking™ shall not be held responsible for the use of this information or tools. The documents produced by MOA Benchmarking™ are only tools and it is the responsibility of each organisation to use this information to implement changes and guide their quality systems as required.

No responsibility is accepted for the accuracy, completeness, or relevance to the user’s purpose of the information, and those using it for whatever purpose, are advised to verify it with the relevant government body or state legislation and regulations.

Reference to resources in the audit tools or data definitions are provided as examples and MOA Benchmarking™ makes no representations, express or implied, as to the accuracy of the information and data contained on web sites.

Neither MOA Benchmarking™, nor its officers, employees or representatives make any representation or warranty, express or implied, with respect to completeness, accuracy or currency of any information and MOA Benchmarking™ expressly disclaims any and all liability relating to or resulting from the use of the MOA Benchmarking™ program.

MOA Benchmarking™ reserves the right to alter these Terms of Service at any time. Please refer to the MOA Benchmarking™ website www.moa.com.au for the current Terms and Conditions.