0102 - Assistance to Access and Maintain Employment or Higher Education

This support helps individuals with disabilities find, secure, and sustain employment or participate in higher education. It includes:

• Assistance with resume writing, interview preparation, and job applications

• Workplace modifications or on-the-job training

• Support to build work-related skills

• Assistance with enrolling in and attending university, TAFE, or other higher education institutions

This service ensures that individuals can engage in meaningful employment or further studies to improve their independence and financial stability.

0106 - Assistance in Coordinating or Managing Life Stages, Transitions, and Supports

This service helps participants navigate major life changes and develop the skills needed for independence. It may include:

• Transitioning from school to work or higher education

• Moving out of home and learning independent living skills

• Support for entering and managing different service systems (e.g., Centrelink, housing, legal services)

• Developing daily routines and improving decision-making skills

This support empowers individuals to confidently manage new life stages and responsibilities.

0107 - Assistance with Daily Personal Activities

This support is designed for individuals who need help with everyday personal care tasks, such as:

• Showering, dressing, and personal hygiene

• Eating and drinking assistance

• Mobility support, including transfers and positioning

• Support with communication and assistive technology

0108 - Assistance with Travel/Transport Arrangements

This service supports participants in getting to and from important destinations, including:

• Medical appointments

• Work, education, or community activities

• Social events or family visits

Transport assistance may be provided through a support worker who drives the participant or by funding transport services like taxis, public transport training, or modified vehicle access.

0115 - Assistance with Daily Life Tasks in a Group or Shared Living Arrangement

This registration group covers support for individuals living in shared housing or supported accommodation. Services may include:

• Assistance with cooking, cleaning, and home maintenance

• Support with social interactions and household routines

• Personal care within a shared living setting

• Skill development for independent living

This support ensures that participants in group homes or shared living environments can live comfortably while receiving the necessary assistance.

0116 - Innovative Community Participation

This category focuses on helping individuals engage in community-based programs that promote social inclusion and personal development. Services include:

• Workshops, training, and skill-building programs

• Social groups, hobby-based activities, and community engagement

• Programs that encourage volunteering or self-employment

• Strategies to build confidence and independence in social settings

0117 - Development of Daily Care and Life Skills

This service provides training and development to help individuals become more independent in managing their daily lives. It includes:

• Cooking, meal planning, and grocery shopping

• Budgeting and financial management

• Personal care skills like grooming and hygiene

• Problem-solving and self-advocacy training

0120 - Household Tasks

This support assists participants in maintaining a clean and safe living environment. Services may include:

• Cleaning, laundry, and dishwashing

• Meal preparation and planning

• Gardening, home maintenance, and minor repairs

• Organising and decluttering living spaces

0125 - Participation in Community, Social, and Civic Activities

This support encourages participants to engage in recreational, social, and community-based activities. Services can include:

• Attending social groups or clubs

• Participating in sports, arts, or music programs

• Volunteering or joining local events

• Building relationships and improving social skills

0136 - Group and Center-Based Activities

This service offers structured group activities in a community center or group setting. Activities may include:

• Day programs with planned social and skill-building activities

• Group outings to parks, museums, or cultural events

• Art, music, or recreational therapy

• Educational workshops

Module 2a: Implementing Behaviour Support Plans

This module focuses on supporting individuals with complex behavioral needs by implementing behavior support plans (BSPs). It includes:

• Understanding and following positive behavior support strategies

• Reducing restrictive practices and promoting independence

• Teaching participants coping mechanisms and self-regulation strategies

• Working with behavior specialists to ensure the best outcomes

How much does Swan Home Care Services charge for support services?

We charge in line with the NDIS Price Guide to ensure fair and transparent pricing for all our services. Our rates align with the NDIS Pricing Arrangements and Price Limits, which are updated regularly by the National Disability Insurance Agency (NDIA).

2. Where can I find the NDIS Price Guide?

You can access the latest NDIS Pricing Arrangements and Price Limits here: Pricing arrangements | NDIS

3. Do you charge travel fees?

Yes, travel costs may apply in accordance with the NDIS Pricing Arrangements. The applicable rates depend on the location and type of support provided.

4. Are there any additional fees?

We follow NDIS guidelines for any applicable charges, such as non-face-to-face support, cancellation policies, and public holiday rates.

5. How can I get a detailed price breakdown for my support needs?

Please contact us, and we will provide a personalised quote based on your NDIS plan and required services.

📩 Email: hello@swanhomecareservices.com.au

📞 Phone 0476128313

We love working in the disability sector because it allows us to make a meaningful impact on people's lives every day. This field is about more than just providing care—it is about empowering individuals, fostering independence, and creating an environment where individuals feel valued and supported.

We find great joy in building connections with participants, understanding their unique needs, and working collaboratively to improve their quality of life. The opportunity to witness their growth, resilience, and happiness is incredibly fulfilling.

Additionally, we are inspired by the diversity of challenges and opportunities this sector presents. It fuels our passion for continuous learning and drives us to innovate and improve services. Knowing that our efforts contribute to a supportive, compassionate community is what we truly love about this work.

After 32 years collectively of dedicated service in the aged care and disability sector, we decided to leverage our extensive experience and entrepreneurial drive to establish Swan Home Care Services. Our career journey, which began at the grassroots level as a support workers and progressed to leading large teams and taking on corporate roles, has provided us with a comprehensive understanding of the sector. This foundation, coupled with an unwavering passion for growth, learning, and excellence, underpins our commitment to ensuring Swan Home Care Services delivers the highest standard of care and support to its participants.

Participants should choose Swan Home Care Services because we are dedicated to delivering personalised, high-quality care that empowers individuals to live their lives to the fullest. With over 32 years of experience in the aged care and disability sector, we bring a wealth of knowledge, professionalism, and compassion to every interaction.

Here is what sets us apart:

Tailored Services:

We recognise that every participant's needs and goals are unique. Our care plans are personalised to ensure the highest level of support and satisfaction.

Experienced Leadership:

Our founder's hands-on experience, from support roles to corporate management, ensures that we understand care delivery at every level. This knowledge translates into effective, participant-focused services.

Commitment to Quality:

At Swan Home Care Services, we are driven by a passion for excellence. We maintain rigorous standards in recruitment, training, and service delivery to ensure participants receive exceptional care.

Focus on Empowerment:

We prioritise enabling participants to lead independent and fulfilling lives, respecting their preferences, and fostering a sense of dignity and autonomy.

Centered Approach:

As a locally founded organisation, we are deeply invested in our community and committed to building trusted relationships with our participants and their families.

Swan Home Care Services is more than just a provider; we are a partner in your care journey, dedicated to making a meaningful difference in your life.

At Swan Home Care Services, here’s how we achieve this:

1. Regular Staff Assignment

• Consistency with Regular Staff: We prioritise keeping participants with the same staff members wherever possible. This allows participants to build trusting, predictable relationships with their support workers, which is essential for person-centered care. At Swan Home Care, we ensure that you and your loved ones receive care from the same dedicated team, fostering a strong and reliable connection.

• Rostering for Continuity: We carefully plan our rosters to ensure that regular staff are assigned to the same participants. This minimises the likelihood of unexpected staff changes and ensures that familiar faces always support you.

2. Pre-Shift Meet and Greet

• Meet and Greet Sessions: If a staff change is necessary, we ensure a pre-shift meet and greet with the new staff member before they support you. This ensures that you are comfortable and familiar with anyone new coming into your home. We believe this step is vital for maintaining a high level of comfort and trust between you and your support workers.

• Feedback and Personalisation: After each meet and greet, we encourage participants and their families to provide feedback, which helps us ensure that the match is right and that your preferences and needs are respected.

3. Never Canceling Shifts

• Reliable Shift Cover: At Swan Home Care Services, we understand the importance of never canceling shifts. We have a robust system in place to ensure all shifts are covered, even in the event of staff sickness or leave. Our dedicated pool of trained, familiar staff members is always available to step in, ensuring no disruption to your care.

• Advanced Planning: We proactively plan for staff coverage in advance, ensuring that there is always a suitable, familiar staff member available to provide support when needed. Our goal is to make sure that you never face any disruption in your care, no matter the circumstances.

4. Clear and Transparent Communication

• Proactive Communication: If there’s any need to adjust staff, we will inform you ahead of time. Whether it’s a temporary change or a longer-term adjustment, we will always keep you informed and ensure you feel confident and comfortable with the arrangement. We believe in building open lines of communication with participants and their families to ensure peace of mind.

• Ensuring Comfort: If for any reason you’re concerned about a new staff member, we are happy to arrange additional meet and greets or answer any questions you may have. Our commitment is to ensure you are always at ease with the care you receive.

5. Flexibility in Staff Coverage

• Backup Systems: In rare instances where staff may need to take urgent leave, we ensure a backup plan is in place. We use a reliable pool of staff who are familiar with your care needs and are trained to step in without disrupting the quality of support you receive.

• No Interruptions: We work hard to ensure that your care continues seamlessly, no matter the circumstances. Our team is always ready to provide backup support, so you never experience a lapse in the care you deserve.

6. Personalised Support Plans

• Tailored Care Plans: Each participant at Swan Home Care Services has a detailed, personalised care plan that includes preferences, routines, and specific needs. These plans are shared with all staff, ensuring continuity of care, even if a temporary change in staff occurs.

• Continuous Monitoring and Adjustments: We regularly review and update care plans to reflect any changes in your needs or goals. This allows us to provide consistent, high-quality care without disruption, even if new or backup staff are involved.

7. Maintaining Strong Relationships with Our Team

• Staff Retention and Satisfaction: At Swan Home Care, we prioritise staff satisfaction and retention to ensure that you have access to a stable, consistent team. We offer competitive wages, professional development opportunities, and a supportive work environment, which helps reduce turnover and promotes continuity of care.

• Team Engagement: Our team members are committed to providing the best care possible, and we foster a culture of teamwork and support. This means that, even when there’s a need to temporarily adjust staffing, your care remains uninterrupted and high-quality.

Conclusion

At Swan Home Care Services, we are dedicated to providing you with the highest level of care, ensuring that you receive consistent support from staff members you know and trust. Through careful planning, effective communication, and a strong, flexible team, we ensure that there are no disruptions to your care, even in the event of staff sickness or leave. Your comfort, trust, and satisfaction are our top priority.

Privacy and Information Management Policy

At Swan Home Care Services, we are committed to safeguarding the privacy, dignity, and confidentiality of our participants. Our Privacy and Information Management Policy outlines how we collect, use, store, disclose, and dispose of personal information in compliance with the NDIS Practice Standards, Australian Privacy Principles, and relevant legislation.

We ensure participants’ information is securely managed, accurately recorded, and accessible to them while maintaining confidentiality. Participants are informed of how their information is collected, used, and stored, and their consent is obtained before any disclosure unless required by law.

Our team is trained to handle sensitive information responsibly, ensuring it is protected with secure storage and management systems. Regular reviews, incident reporting, and adherence to strict retention and disposal protocols reinforce our commitment to privacy.

For more information, please contact us.

Feedback and Complaints Management

At Swan Home Care Services, we are committed to providing a clear, transparent, and fair process for managing feedback and complaints. We believe that feedback, including complaints, is essential to improving the quality of services we provide to individuals with disabilities. It is our goal to resolve all complaints promptly, professionally, and respectfully.

We encourage all participants, their families, advocates, and stakeholders to share their feedback or raise concerns. We ensure that every complaint is treated with the utmost respect and confidentiality, with no risk of retaliation for making a complaint. We aim to create an environment where feedback is welcomed, and people feel safe in expressing their opinions.

Our complaints process is outlined below:

1. How to Make a Complaint: You can make a complaint in the following ways:

   • In person

   • By email: hello@swanhomecareservices.com.au

   • By phone: 0476 128 313

   • By post: PO Box 172, FORRESTFIELD, WA, 6050

2. Complaints Process:

   • Acknowledgment within 3 days

   • Investigation into the issue raised

   • Transparent communication and resolution

3. Escalation: If you are unsatisfied with the outcome, you have the right to escalate your complaint to the NDIS Commission via phone (1800 035 544) or by visiting NDIS Commission Complaints.

We are committed to ensuring that all complaints are resolved fairly and in a timely manner, and we continually review our processes to improve our services. Your feedback helps us achieve better outcomes for everyone involved in our services.

NDIS General Contact Information

• Phone: 1800 800 110

  • Available:

    • Monday to Friday, 8:00 AM to 8:00 PM (local time).

    • Closed on national public holidays.

  • If you’re calling from outside Australia, dial +61 2 6289 6200.

• TTY (Text Telephone): 1800 555 677

  • For people with hearing or speech impairments.

• Speak and Listen (Speech Relay): 1800 555 727

• National Relay Service (NRS):

  • Visit relayservice.gov.au to make a call.

Online Contact

• Email: enquiries@ndis.gov.au

• Website: www.ndis.gov.au

In-Person Contact

• NDIS Local Area Coordination Partners (LACs):

  • Visit the NDIS website to locate your nearest partner in the community for in-person assistance.

Emergency and Critical Incidents

If an immediate safety issue arises:

• Emergency Services: Call 000 for police, fire, or ambulance assistance.

For complaints or concerns regarding NDIS providers:

• NDIS Quality and Safeguards Commission: 1800 035 544

  • Available: Monday to Friday, 9:00 AM to 5:00 PM (local time).

Help in Other Languages

• Translating and Interpreting Service (TIS): 131 450

  • Ask for the NDIS when connected.

These contact details can assist with eligibility, applications, plan management, or reporting issues related to the NDIS.

The National Disability Insurance Scheme (NDIS) is designed to support Australians living with significant and permanent disabilities. Access to services and funding through the NDIS depends on meeting specific eligibility criteria. Here’s a breakdown of who can access the NDIS:

Eligibility Criteria

1. Age Requirement

   • You must be under 65 years old when applying to the NDIS.

   • If you're already an NDIS participant, you can continue receiving supports after turning 65.

2. Residency Status

   • You must be an Australian citizen, a permanent resident, or hold a Protected Special Category Visa (SCV).

3. Disability Requirement

   • Your disability must be permanent (likely to be lifelong) and result in a substantial impact on your ability to complete daily activities.

   • This includes physical, intellectual, sensory, cognitive, or psychosocial disabilities.

4. Need for Support

   • You must require significant and ongoing support to participate in daily activities, achieve your goals, or access the community.

   • Alternatively, you may need early intervention supports to reduce the long-term impact of your disability, particularly for children and young people.

5. Location

   • You must live in an area where the NDIS is available, which is now nationwide in Australia.

Who Cannot Access the NDIS?

1. Over 65 Years Old

   • Those over 65 are typically directed to the Aged Care System for support.

2. Temporary Residents or Visitors

   • Non-residents or those without appropriate visa status are not eligible.

3. Conditions Without Significant Functional Impairment

   • If a condition does not significantly impact a person’s ability to carry out daily activities, they may not qualify for NDIS funding.

How to Determine Eligibility?

Individuals can check their eligibility through the NDIS Access Checklist available on the NDIS website. If eligible, they can apply directly to the NDIS, and once approved, they will receive a NDIS plan tailored to their goals and needs.

Key Principles of the NDIS Code of Conduct

1. Act with Respect for Individual Rights

   • Uphold the rights of people with disabilities to autonomy, decision-making, and choice in their lives.

2. Promote Individual Rights to Freedom from Abuse, Violence, Neglect, and Exploitation

   • Ensure a safe environment and take steps to prevent any form of abuse or neglect.

3. Act with Integrity, Honesty, and Transparency

   • Communicate openly, act honestly, and deliver services in a way that builds trust.

4. Provide Quality Services and Supports Safely and Competently

   • Deliver services with the necessary skills, competence, and qualifications.

5. Prevent Sexual Misconduct

   • Take active steps to protect participants from inappropriate behavior and maintain professional boundaries.

6. Take Action on Quality and Safety

   • Act promptly to address concerns or incidents that may compromise the safety or well-being of participants.

7. Respect Privacy and Confidentiality

   • Handle personal information responsibly and ensure participants' privacy is protected.

Who Must Follow the Code?

• NDIS-Registered Providers: Mandatory compliance.

• Unregistered Providers and Workers: If delivering services to NDIS participants, compliance is also required.

• All Workers: Includes support workers, allied health professionals, and administrative staff involved in service delivery.

Enforcement and Accountability

The NDIS Quality and Safeguards Commission oversees compliance with the Code of Conduct. If a provider or worker breaches the Code, participants or others can lodge a complaint with the Commission. Consequences for breaches may include:

• Investigations.

• Disciplinary actions such as deregistration or banning orders.

• Fines or other penalties.

How Does the Code Benefit Participants?

The NDIS Code of Conduct fosters a culture of respect, accountability, and professionalism. It ensures that participants are treated with dignity and provided with safe, high-quality, and ethical supports. This framework helps protect participants’ rights while promoting trust and transparency within the NDIS ecosystem.

A copy of the NDIS Code of conduct can be found by clicking the link below:

NDIS Code of Conduct | NDIS Quality and Safeguards Commission

What are restrictive practices?

Restrictive practices refer to any intervention that limits a person's rights or freedom of movement. These practices are typically used as a last resort to manage behaviors of concern and ensure the safety of the individual and others. Restrictive practices can include physical, mechanical, chemical, environmental, and seclusion-based restrictions.

What are the different types of restrictive practices?

The main types of restrictive practices include:

• Physical restraint – Using physical force to restrict a person's movement.

• Mechanical restraint – Using devices (e.g., belts, straps) to restrict movement.

• Chemical restraint – Using medication to influence behavior, not for treating a medical condition.

• Environmental restraint – Modifying an individual’s surroundings to restrict access (e.g., locked doors, restricted items).

• Seclusion – Isolating a person in a room or space where they cannot leave.

When can restrictive practices be used?

Restrictive practices should only be used when absolutely necessary and as a last resort, where there is an imminent risk of harm to the person or others. They must be proportionate, least restrictive, and used for the shortest time possible. They should always align with a behavior support plan developed by a qualified professional.

How are restrictive practices regulated in Australia?

In Australia, the use of restrictive practices is regulated under the National Disability Insurance Scheme (NDIS) Quality and Safeguards Commission. The key regulations include:

• Providers must comply with the NDIS (Restrictive Practices and Behaviour Support) Rules 2018.

• The development and implementation of Positive Behaviour Support Plans by registered behavior support practitioners.

• Restrictive practices must be reported and monitored through NDIS compliance frameworks.

• They must align with state and territory laws governing restrictive practices.

What are the requirements for an NDIS provider regarding restrictive practices?

NDIS providers must:

• Be registered with the NDIS Quality and Safeguards Commission.

• Develop, implement, and review Positive Behaviour Support Plans for participants requiring restrictive practices.

• Seek authorisation or consent from the appropriate body before using restrictive practices.

• Train staff on positive behavior support strategies to reduce reliance on restrictive practices.

• Report the use of restrictive practices to the NDIS Commission as per the reportable incidents framework.

What is the role of a Positive Behaviour Support Plan?

Positive Behaviour Support Plan (PBSP) aims to:

• Identify proactive strategies to reduce behaviors of concern.

• Promote alternative, positive ways of meeting the individual’s needs.

• Ensure that any restrictive practices used are necessary, justified, and regularly reviewed.

• Support the individual's quality of life and reduce reliance on restrictive measures.

What happens if restrictive practices are used unlawfully?

The NDIS Commission investigates and enforces compliance with restrictive practice regulations. Unlawful use can result in:

• Provider sanctions or deregistration.

• Legal consequences under state and federal law.

• Mandatory reporting obligations for providers to prevent abuse and neglect.

How can restrictive practices be reduced or eliminated?

The best approach to reducing restrictive practices includes:

• Implementing Positive Behaviour Support strategies.

• Providing adequate training for staff on alternative approaches.

• Encouraging participant choice and control.

• Regularly reviewing and updating support plans.

• Ensuring collaborative decision-making with families, caregivers, and professionals.

Where can I find more information?

For further information, visit:

• NDIS Quality and Safeguards Commission – www.ndiscommission.gov.au

• State and Territory Government Disability Services Websites

• Peak bodies in Positive Behaviour Support

If you have any questions about restrictive practices and compliance, contact Swan Home Care Services for guidance on best practices and participant-centered care.

A NDIS-registered provider is an individual or organisation approved by the NDIS Quality and Safeguards Commission to deliver services to NDIS participants. To become registered, providers must meet rigorous standards that ensure they offer high-quality, safe, and ethical services. This includes compliance with the NDIS Practice Standards, which focus on participant rights, service delivery, and operational management. Providers undergo regular independent audits to maintain their registration and ensure ongoing compliance. Additionally, registered providers are listed on the NDIS Provider Finder, making it easier for participants to locate and access their services.

What are the benefits for Participants

One of the primary benefits of choosing an NDIS-registered provider is the guarantee of quality and safety. Registered providers must adhere to strict guidelines, ensuring participants receive consistent, high-quality care. These services are also subject to regular audits, offering participants and their families peace of mind about the standard of care.

Participants with NDIA-managed plans can only access services from registered providers. This ensures accountability and safeguards the participant; all providers are bound by the NDIS Code of Conduct and answerable to the NDIS Commission. This structure also allows participants to lodge formal complaints if necessary, providing greater protection and confidence in the services they receive.

Registered providers can deliver specialised supports such as Specialist Disability Accommodation (SDA), Supported Independent Living (SIL), and complex behavior support services, which are essential for participants with higher needs. Furthermore, registered providers must follow the NDIS pricing guidelines, ensuring fair and consistent costs for services. This transparency helps participants manage their funding effectively.

For families, the thorough vetting process and ongoing oversight of registered providers provide peace of mind. They can trust that the provider operates ethically, prioritising participant safety and empowerment. Ultimately, choosing an NDIS-registered provider helps participants achieve better outcomes by ensuring their support aligns with their goals in a structured, safe, and compliant environment.

The National Disability Insurance Scheme (NDIS) is designed to support individuals with disabilities by providing funding for necessary services. A well-structured NDIS Support Plan ensures participants receive tailored support to meet their unique needs and goals.

What is an NDIS Support Plan?

• An NDIS Support Plan is a document that outlines the funding and services a participant will receive to support their daily living, independence, and personal development. The plan is developed based on a participant’s goals and specific requirements.

• Having an NDIS Support Plan is important because it provides clear guidance on the supports available to a participant, ensuring they receive the necessary services to improve their quality of life. It also helps participants, carers, and support workers stay aligned on goals and services while allowing for funding allocation tailored to individual needs, preventing gaps in essential care.

• An NDIS Support Plan helps individuals achieve their goals by outlining clear, measurable objectives that guide their progress. It ensures funding is directed towards services that support skill development, independence, and community participation. Additionally, it allows for progress tracking over time, making it easier to review and adjust the plan to better meet evolving needs.

What Does an NDIS Support Plan Include?

• An NDIS Support Plan typically consists of several key components. Participant details include personal information and disability-related needs. Goals and aspirations outline short-term and long-term objectives, while funded supports fall into categories such as Core Supports, Capital Supports, and Capacity Building Supports. The plan also considers informal supports, which include assistance from family, friends, or the community.

• Examples of funded supports under an NDIS Plan vary depending on individual needs. Core Supports cover assistance with daily activities, transport, and consumables. Capital Supports include assistive technology, home modifications, and vehicle modifications. Capacity Building Supports focus on therapy, skill development programs, employment support, and social participation programs.

• Having clear goals in an NDIS Plan is crucial because it ensures that funding is allocated effectively to meet the participant’s needs. Goals help participants stay motivated and track progress over time. Additionally, clearly defined goals improve communication between participants, families, and support providers, ensuring that services align with the individual’s aspirations.

Disability Support Worker Responsibilities

• Support workers play a vital role in delivering services outlined in an NDIS Support Plan. Their responsibilities include assisting participants with personal care, daily activities, and community participation. They also encourage independence while ensuring the safety and well-being of participants. Additionally, support workers document and report on participant progress and must adhere to NDIS guidelines and ethical care standards.

• A great disability support worker possesses essential qualities such as empathy and compassion, allowing them to understand and respect the challenges faced by participants. Patience and adaptability are also crucial, as support needs can change frequently. Strong communication skills help support workers interact effectively with participants, families, and other professionals, while reliability and professionalism ensure high care standards and trustworthiness.

• Support workers can help participants achieve their goals effectively by encouraging independence and teaching new skills rather than simply completing tasks for them. Providing consistent and personalised support aligned with the participant’s plan is essential. Keeping detailed records to track progress allows for adjustments in support strategies. Additionally, collaborating with other professionals, such as therapists and doctors, ensures a holistic approach to care.

A well-implemented NDIS Support Plan ensures participants receive quality care tailored to their needs. Disability support workers play a crucial role in delivering these supports while promoting independence, dignity, and inclusion. Understanding and following an NDIS Support Plan leads to better outcomes for participants and a more effective support system

If you have concerns about the quality or safety of NDIS services or supports, you can make a complaint to the NDIS Quality and Safeguards Commission. The process is straightforward, and complaints can be made by participants, their families, carers, or advocates. Here's how you can do it:

Steps to Make a Complaint

1. Identify the Issue

• Clarify the nature of your complaint:

  • Is it about the behavior of a provider or worker?

  • Is it regarding the quality or safety of services?

  • Is it related to your NDIS plan or funding?

• You can complain about registered or unregistered providers delivering NDIS-funded services.

2. Contact the NDIS Quality and Safeguards Commission

You can make a complaint through the following methods:

• Phone: Call 1800 035 544

  • Available Monday to Friday, 9:00 AM to 5:00 PM (local time).

  • TTY users can call 133 677 and ask for 1800 035 544.

  • Speak and Listen users can call 1300 555 727.

• Online: Submit a complaint form on the NDIS Commission website.

• In Writing:

  • Send a letter to: NDIS Quality and Safeguards Commission PO Box 210, Penrith NSW 2750

3. Provide Relevant Details

When making a complaint, provide as much detail as possible, including:

• Your name and contact details (complaints can also be made anonymously).

• The name of the provider or worker involved.

• The date, time, and location of the issue.

• A description of the issue and how it has affected you.

• Any steps you have taken to resolve the issue directly with the provider.

4. Work Towards a Resolution

Once a complaint is lodged, the NDIS Commission may:

• Investigate the issue.

• Facilitate a resolution between you and the provider.

• Take action to address the concern, which may include compliance activities or sanctions.

Tips for Making a Complaint

• Act Promptly: It’s best to raise concerns as soon as possible after the issue arises.

• Be Clear and Specific: Clearly explain your concerns and what outcome you hope to achieve.

• Involve an Advocate: If needed, an advocate can assist you in lodging your complaint.

What Happens After You Lodge a Complaint?

The NDIS Commission will review the complaint and take appropriate action. They will:

1. Acknowledge receipt of your complaint.

2. Assess the matter and determine the best course of action.

3. Keep you informed about the progress of your complaint.

If the issue is outside the Commission’s scope (e.g., it involves NDIA decisions), they may direct you to the appropriate body.

Making a complaint is a vital step to ensure the NDIS continues to deliver high-quality, safe, and respectful services.

Click the link below:

Complaints about a provider or worker | NDIS Quality and Safeguards Commission