Participating in the National Disability Insurance Scheme (NDIS) opens up a world of support and services.
They are designed to enhance your quality of life. However, to fully benefit from them, it is essential to understand your rights as an NDIS participant and how the Code of Conduct plays a crucial role in ensuring your safety and well-being.
What is the NDIS Code of Conduct?
The NDIS Code of Conduct is a fundamental framework that outlines a series of rules governing the behaviour of NDIS providers and workers. Its primary objective is to ensure participants are treated with respect and dignity. Here is what the Code encompasses:
Respect for participants: Providers and workers must honour your identity and autonomy. This includes recognising your individual needs and preferences, ensuring that you are actively involved in decisions that affect your life, and valuing your input.
Privacy protection: Your right to privacy is paramount. Providers and workers must respect your choices regarding what information you wish to keep confidential and what you are comfortable sharing. This includes protecting personal details from unauthorised disclosure and discussing only what is necessary for your care.
Commitment to safety and quality: Services must be delivered safely and effectively. Providers and workers are expected to possess the necessary qualifications and skills to perform their roles competently. Regular training and adherence to best practices are essential for maintaining high standards of care.
Transparency and honesty: Clarity is key in any support relationship. Providers and workers should communicate openly about the services they offer, their qualifications, and what you can expect from them. This transparency builds trust and allows you to make informed choices about your care.
Protection from harm: The Code aims to safeguard you against various forms of mistreatment, including violence, abuse, neglect, exploitation, and sexual misconduct. Your safety is the utmost priority, and measures should be in place to address any concerns promptly.
KompleteCare’s Head of Quality, Jarod Graham, states that ‘it is important for participants to be aware and familiarise themselves with the NDIS Code of Conduct as it clearly sets out service providers’ minimum standards and expectations.
‘[This] empowers participants to know their rights, and the basic obligations of service providers, so that they can confidently find assistance, [especially] if the Code of Conduct is not respected’.
How does the NDIS Code of Conduct ensure your safety?
The Code of Conduct establishes clear behavioural expectations that promote a safe environment where you are treated with respect and dignity. Here is how it works to keep you secure:
Empowerment: The Code encourages you to take control of your life, make informed choices, and actively participate in decisions about your care and support.
Quality assurance: Services provided must meet your specific needs and promote your autonomy. This means your preferences should be considered in the service delivery, ensuring that you have a say in your own care.
Ethical practices: Providers and workers are held to high ethical standards, ensuring accountability and integrity in their actions. This includes regular oversight and audits to maintain service quality.
Prevention of abuse: By outlining unacceptable behaviours, the Code works to prevent any form of harm or exploitation. It establishes mechanisms for reporting and addressing grievances, ensuring your voice is heard.
‘If [the NDIS Code of Conduct] if not followed by providers, or utilised properly by participants to keep providers accountable, its just words on a page,’ says Graham. ‘Registered providers, like KompleteCare, are audited and monitored regularly to ensure they comply with what is stated in the Code.
‘When used properly, [it] gives participants leverage to demand safe, respectful, and quality services, pushing even unregistered providers to adhere to the values of safety and care.’
How to make a complaint
Even though most NDIS providers strive to deliver exceptional services, issues can arise. If you feel your provider or worker is not adhering to the NDIS Code of Conduct, it is crucial to voice your concerns. Here is how to approach making a complaint:
Recognise your rights: If you believe something has gone wrong or you are dissatisfied with the service, you have the right to raise a complaint. This is not just acceptable; it is encouraged as a means of ensuring accountability.
Impact of complaints: Making a compliant is not only your right; it also contributes to improving services for yourself and other participants. Your feedback can lead to necessary changes that enhance the quality of support available to everyone.
‘A [decent] provider will investigate your complaint and put some actions in place to ensure the issue is… rectified,’ says Graham.
‘It is good to complain when your provider is not meeting the Code of Conduct, as they will be accountable to the NDIS Commission.
‘This ensures your safety, but importantly, it also ensures the safety of others who may be receiving supports from [the same] service provider’.
If you believe your provider is not offering adequate support or taking steps to investigate your issue, you can contact the NDIS Commission. Support is also available from family members, friends, or advocacy organisations who can assist you in articulating your concerns and navigating your complaint process effectively.
To file a complaint with the NDIS Commission, you can contact them via telephone at 1800 035 544 (free for landlines), their website, or by post at PO Box 210, Penrith NSW 2750.
If you need help due to hearing or speech loss, contact the National Relay Service via Internet relay, phone 1800 555 727 and ask for 1800 035 544.
Understanding your rights and the NDIS Code of Conduct is essential for empowering yourself as an NDIS participant. The Code protects your rights, ensures you receive quality service, and maintains a safe and respectful environment. If you ever have concerns about your supports or services, remember that valuable resources are available.
Your well-being is paramount, and the NDIS is committed to supporting you every step of the way. By being informed and engaged, you can help shape the services you receive and contribute to a more inclusive and respectful community for all participants.
What about KompleteCare?
KompleteCare is a registered NDIS Service Provider, and the support we provide is considered reasonable and necessary if it is in line with the participant’s goals. If you are interested in learning more about KompleteCare’s community and home care services, visit our website for details.
