Our Policies
The standards behind our support
The standards we hold ourselves to, in plain language.
These are plain language summaries of the policies that guide our work. Full copies of any policy are available free of charge: email [email protected] and we will send them to you, or ask any member of our team.
Policy summaries
We collect only the personal information we need to deliver safe, effective supports, store it securely and never share it without your consent, except where the law requires.
You can ask to see the information we hold about you at any time.
Feedback and complaints are welcomed, taken seriously and never affect the supports you receive. Complaints are acknowledged promptly, investigated by someone not involved in the matter wherever possible, and you are kept informed throughout.
You can also raise concerns directly with the NDIS Quality and Safeguards Commission on 1800 035 544.
Every incident is recorded, reported and reviewed so we can act quickly and prevent it happening again. Reportable incidents are notified to the NDIS Commission within required timeframes.
We have zero tolerance for abuse, neglect, exploitation or discrimination of any kind. All staff hold current NDIS Worker Screening and National Police Checks and complete the NDIS Worker Orientation.
Your service agreement sets out your supports, rates and notice periods in plain language before anything starts. Short notice cancellations follow the NDIS Pricing Arrangements.
We plan every support with safety in mind, for participants and workers alike, including home safety checks, safe transport practices and infection control.