Your rights and our commitments
You have the right to understand how our services work, make informed choices, feel safe and raise concerns. These plain-English summaries explain what we commit to. Our full policies and procedures are available in an accessible format on request.
Need this in Easy Read or another format? Call 07 3882 1863.
Accessing and leaving our services
Decisions about who we support are fair, transparent and non-discriminatory. They depend on suitability, location, worker availability and whether we can provide safe and effective support. If we cannot support you, we will explain why.
You can end your services in line with your Service Agreement. If you decide to leave, we will help with a planned transition or referral to another provider if you would like us to.
Feedback and complaints
We welcome compliments, suggestions and complaints. You can make a complaint without fear of losing your service or being treated differently, and you can stay anonymous where that is practical. You can use an advocate, a representative or an interpreter.
When you raise a concern we respond respectfully, deal with any immediate safety issues first, keep you informed and use what we learn to improve. You can also contact the NDIS Quality and Safeguards Commission at any time.
Conflict of interest
We identify, disclose, record and manage any actual, potential or perceived conflict of interest openly. We will tell you about any conflict that may affect your supports, and you remain free to choose your providers without pressure from us.
Your right to an advocate
You can involve an advocate, family member, friend or other support person in any part of your support. With your permission we will communicate with that person while protecting your privacy. You can change or withdraw your nominated advocate at any time. If you would like an independent advocate, the Disability Advocacy Finder (disabilityadvocacyfinder.dss.gov.au (opens in a new tab)) lists services near you.
Diversity, inclusion and cultural safety
We welcome and respect people of all cultures, backgrounds, identities, abilities, beliefs, family structures and life experiences. We work to provide culturally safe support for Aboriginal and Torres Strait Islander participants and families, and for people from culturally and linguistically diverse backgrounds. Support is shaped around your communication needs, values and preferences.
Consent and information sharing
We talk about consent in a way that is easy to understand, and we give you time to ask questions. You can change or withdraw consent where applicable. We ask for your consent before sharing your information or using your image, unless the law permits or requires us to share it. An advocate does not automatically have legal authority to consent on your behalf.
Privacy and confidentiality
We collect only the information we need to provide safe and appropriate support. It is stored securely and accessed only by authorised people. You can ask to see your information, ask for corrections and raise any privacy concern with us. Read our full Privacy Policy for details.
Participant rights, safety and wellbeing
You have the right to dignity, privacy, choice and fair treatment, and to be free from violence, abuse, neglect, exploitation and discrimination. We identify risks together with you, respond to concerns and report incidents when required, without unnecessarily limiting your independence or your right to take reasonable risks.
Other places you can get help
- NDIS Quality and Safeguards Commission: 1800 035 544 (free call from landlines) or ndiscommission.gov.au (opens in a new tab)
- National Disability Abuse and Neglect Hotline: 1800 880 052
- National Relay Service: 133 677 (or ask for 1800 035 544)
- Translating and Interpreting Service (TIS National): 131 450
- Disability Advocacy Finder: disabilityadvocacyfinder.dss.gov.au (opens in a new tab)
- Emergency: if anyone is in immediate danger, call 000
Accessible information
We aim to provide information in formats that work for you. Contact us if you need Easy Read information, an interpreter, larger print or another adjustment.
Talk with our team
Call us on 07 3882 1863, Monday to Friday, 9am to 5pm, or send an enquiry and we will get back to you.
Enquiring does not commit you to anything.