Our NDIS policies

Rights and responsibilities

Core Module 1

• You have the right to choice and control, dignity, privacy and freedom from abuse, neglect and exploitation.
• We respect culture, language, gender identity, sexuality and beliefs. We are LGBTQIA+ inclusive.
• You can bring a support person or advocate to any meeting.
• Information is given in the way that suits you, including Easy Read and interpreters (TIS National 131 450).

Governance and risk management

Core Module 2

• We keep a risk register and review it regularly.
• Our policies are reviewed at least every year and when NDIS rules change.
• We hold the insurance required for registered providers.

Incident management and reporting

Core Module 2 · NDIS (Incident Management and Reportable Incidents) Rules 2018

• Every incident is recorded, and the participant's safety comes first.
• Reportable incidents (such as death, serious injury, abuse or neglect, unlawful sexual contact, and unauthorised restrictive practices) are reported to the NDIS Commission within 24 hours, or 5 business days where the rules allow.
• Police are contacted for any suspected crime.
• We learn from incidents and tell the people involved what we changed.

Restrictive practices

NDIS (Restrictive Practices and Behaviour Support) Rules 2018

• We aim to reduce and eliminate restrictive practices.
• A regulated restrictive practice is only used when it is in an approved behaviour support plan and authorised under state or territory law.
• Any unauthorised use is reported to the NDIS Commission.

Worker screening and training

NDIS (Practice Standards — Worker Screening) Rules 2018

• Workers in risk-assessed roles need an NDIS Worker Screening Check before working.
• We also check photo ID, right to work, police checks (under 12 months old), Working with Children Checks and the NDIS Worker Orientation Module.
• Workers follow the NDIS Code of Conduct.

Feedback and complaints

Core Module 2

• You can complain in any way — phone, SMS, email or our easy complaints form — and it will not affect your services.
• We acknowledge complaints within 2 business days and aim to resolve them within 21 days.
• You can also contact the NDIS Quality and Safeguards Commission on 1800 035 544.

Safeguarding, abuse and neglect

Core Module 1

• Zero tolerance for abuse, neglect, violence and exploitation, including domestic and family violence.
• Staff are trained to recognise and respond to warning signs.
• In an emergency, call 000.

Medication and health support

Core Module 4

• Workers only help with medication when trained and when a current medication plan is in place.
• Errors are recorded and handled as incidents.

Information and records

Core Module 2

• Records are kept securely for at least 7 years.
• See our Privacy Policy and AI Privacy Policy for details.

Multi-service and multi-provider policies

Related: Multi-service declaration · Conflict of interest policy.

Official sources

• NDIS Practice Standards — NDIS Commission
• NDIS Code of Conduct
• Incident management and reportable incidents

Last reviewed: 28 September 2026.