Your Rights and Responsibility

We will treat you with respect and dignity.
We will treat you fairly and speak honestly.
We will protect your personal information and only use it for the right reasons.
We will provide good quality services that suit your needs, age, lifestyle and cultural background.

You have the right to a safe and comfortable place to use the service.
You have the right to make choices and decisions about the services you receive.
You have the right to the information you need to make good choices.
You have the right to have someone help you make the best choices – an advocate or support person.
You have the right to get help accessing services in the community.

Incident Reporting

Your safety is very important to us.

We work hard to deliver safe services.

But sometimes accidents happen. Sometimes people make mistakes or treat other people badly. We call these things ‘incidents’.

This brochure explains how we try to prevent incidents and what we do if one happens.

You can help prevent incidents happening too. Act safely. Treat other people with respect.

And if you don’t feel safe, tell someone about it.

Our staff know what to do if there is problem or accident. We follow NDIS rules if an incident happens.
1. We must tell the NDIS Commission.
2. We must investigate the incident
3. We must do something so that the incident doesn’t happen again.
4. We must talk about all this with the person who was hurt.

You have the right to complain about the service.
- You have the right to a reply as quickly as possible.
- If you still are not happy, you have the right to complain again, or talk with the NDIS Commission.

NDIS providers must follow rules about keeping people safe. We work hard to keep everyone safe. That means you, our workers and other people in the community.
We think about how accidents can happen and how to prevent them. This is called ‘risk management’.
We ask you questions, and think about the supports we provide, about the places where those supports happen, about the people who work with you and other people around you.
We want everyone to be safe, and to feel safe. If you feel unsafe, you can tell us. We promise to listen.
We only ask for information we need. We will tell you why we need it.
That includes photos and videos too.
If you don’t understand why we need information, it’s OK to ask us.