1. NDIS Code of Conduct
- Act with respect for individual rights to freedom of expression, self-determination, and decision-making in accordance with applicable laws and convention.
- Respect the privacy of people with disability.
- Provide supports and services in a safe and competent manner with care and skill.
- Act with integrity, honesty, and transparency.
- Promptly take steps to raise and act on concerns about matters that may impact the quality and safety of supports and services provided to people with disability.
- Take all reasonable steps to prevent and respond to all forms of violence, exploitation, neglect, and abuse of people with disability.
- Take all reasonable steps to prevent and respond to sexual misconduct or other inappropriate relationships.
2. Participant Service Charter
What You Can Expect from Us
When you are in contact with GIFSA, we will:
- Treat you with respect at all times
- Treat you fairly and without discrimination
- Provide you with sufficient information about the service and terms of use
- Inform you of your rights and responsibilities
- Provide a safe and healthy environment within the service and facilities
- Respect your privacy and confidentiality
- Ensure you don't face any forms of neglect, exploitation or physical, sexual, emotional or verbal abuse
- Protect your personal information and only use it for the right reasons
- Involve you in decisions about the services you access and support you to have a say
- Support you to connect with other services if needed
- Tell you how to provide us with feedback on our service and how to make a complaint
- Ensure your complaints are dealt with fairly and promptly
GIFSA is committed to ensuring Participants have the opportunity to contribute to the review and continuous improvement of GIFSA, particularly around governance, and have input into the development of GIFSA policies and processes relevant to the provision of supports and the protection of Participants rights.
How You Can Help Us
You can help us provide a quality service if you or your support person:
- Provide us with complete and accurate information about yourself and your situation
- Tell us if things change or you cannot keep an appointment or commitment
- Act respectfully and safely towards other people using the service, and towards staff and volunteers
- Provide us with feedback about our service and how we can work better
- Notify us when you have a new NDIS Plan
- Provide us with the most up to date version of your NDIS plan
How You Can Participate in Your Services
We encourage our Participants to participate in, and exercise choice over service decisions. We will ensure you are aware of and understand the services we provide. We are committed to supporting Participants to make choices and participate in decisions by using interpreters, advocates, written materials in a variety of community languages, and culturally appropriate service strategies, where needed.
Welcome to GIFSA and we look forward to working with you to achieve your goals!
3. Privacy & Dignity
You have a right to privacy, dignity and intimacy.
We make sure the information about you is kept private.
You do not need to give us your personal information, however if you do not give us your personal information, we may not be able to deliver services to you.
GIFSA has advanced security and record storage systems to ensure all your information is kept safe, secure and confidential.
You can access information about you upon request.
4. Planning Your Supports
You have the right to be involved in the planning of your supports and services.
You can involve friends or family close to you. You can also involve an advocate or support person.
You can tell us how you want your services delivered. We will try to involve you in choosing your worker.
We can also involve other providers with your consent. They can help us to make the best support plan.
We will look at your risks. We will try keep you and others safe by reducing these risks.
We will talk about your support plan and risks with you every year. We may do it sooner if your needs or situation changes.
You can tell us about your strengths, needs and goals. We will make a support plan with you and the other people you want involved.
5. Your Values & Beliefs
You have the right to practice your culture and religion.
You can choose the people or community you spend your time with.
You can use an interpreter or receive information in a different format.
We will help you to live your life the way you want to.
We will respect the things important to you, for example:
- Your Culture
- Your Values
- Your Beliefs
- Your Religion
- Your Sexuality
- Your Language
- Your Goals
- Your Strengths
- Your Abilities
- Your Community
- Your Needs
We will respect your identity and treat you with dignity.
6. What Can I Do if I Have Concerns About an NDIS Provider or Worker?
The NDIS Quality and Safeguards Commission (NDIS Commission) is an independent Commonwealth agency established to improve the quality and safety of NDIS supports and services.
The NDIS Commission can take complaints from anyone about:
- NDIS services or supports that were not provided in a safe and respectful way
- NDIS services and supports that were not delivered to an appropriate standard
- how an NDIS provider has managed a complaint about services or supports provided to an NDIS participant.
You can make a complaint to the NDIS Commission by either:
- completing a complaint contact form
- calling 1800 035 544 (free to call from landlines)
- if you are deaf or hard of hearing, contact TTY on 133 677, or the National Relay Service on 1800 035 544.
7. Information & Consent
We will ask for your consent to collect personal and sensitive information about you.
Personal and sensitive information can include your name, your contact details, your health and your religion or culture.
We will collect this information from you or people and providers you consent to.
We use personal information about you to deliver services or information.
We also use it to improve our services and to follow the law.
We only give your information to workers who are involved in your services and people or providers you consent to (for example your doctor).
We will keep your information for as long as the law says we must. After that, we will destroy it safely.
If you are unhappy about how we have kept your information you can make a complaint to us.
You can tell us if you change your mind on any areas of consent.
