Multi-Service Provider Declaration

What we are declaring

Nova Cares may deliver several supports in your plan at the same time — for example support coordination, supported independent living, community participation, short term accommodation, daily living support and allied health. Because one organisation can hold multiple roles, we formally declare this to you before you sign a service agreement so your decision is fully informed.

Supports we may provide

• Supported Independent Living
• Community Access & Participation
• Short Term Accommodation (respite)
• Allied Health Professionals
• Daily Living Support
• Support Coordination

Your rights

• You can choose Nova Cares for one support, several, or none — and you never have to bundle them.
• You can change or end any single service without affecting the others, with notice as set out in your service agreement.
• You can ask us for a list of alternative providers in your area at any time, and we will help you transition if you choose one.
• Your housing or accommodation is never conditional on using our other supports.
• You can have an advocate, family member or nominee involved in any decision.

Safeguards we apply

• Support coordination is kept operationally separate from service delivery, with different staff and reporting lines wherever practicable.
• Coordinators present multiple provider options and document why a support was recommended.
• No staff incentives, bonuses or targets for internal referrals.
• Each conflict is recorded in our Conflict of Interest Register and reviewed by management quarterly.
• Independent avenues for feedback and complaints, including direct access to the NDIS Commission.
• Separate service agreements and clear, itemised invoicing for each support type.

Participant acknowledgement

When you sign a service agreement with us, we ask you to acknowledge that you have received this declaration, that the supports and any conflicts were explained in a way you understand, that you were offered alternative providers, and that your choice was made freely. A signed copy is kept in your file and a copy is given to you.

Read alongside

This declaration should be read with our Conflict of Interest Policy and our Privacy Policy.