How we assess, plan, deliver, and review your supports at every stage of your time with us.
This policy describes the standards we apply to every aspect of delivering supports — from the first contact with a participant through to transitions and exits. It is grounded in the NDIS Practice Standards and reflects our commitment to person-centred, culturally safe, and rights-based service delivery.
Before supports commence, we conduct an initial assessment to understand your needs, goals, preferences, cultural background, communication requirements, and any risk factors relevant to safe service delivery. The assessment is conducted with you — and with anyone you choose to involve — not about you. We will not make assumptions about your needs based on your disability or diagnosis.
Every participant receives a written support plan that is individual to them. The plan records your goals, the supports agreed, the hours and frequency of delivery, any risk management strategies, your cultural and communication preferences, and your emergency contacts. The plan is developed with you, signed by you, and reviewed at least every twelve months or whenever your needs change significantly. You receive a copy of your plan at all times.
We enter into a written service agreement with every participant before supports commence. The agreement specifies the supports to be delivered, the hours and frequency, the costs and how they are charged, the notice period required to end the agreement, and how you can make a complaint. Service agreements are reviewed when your plan changes or when the NDIS Pricing Arrangements are updated — typically annually in July.
Supports are delivered by workers who have completed induction, hold a current NDIS Worker Screening Check, and have been briefed on your individual support plan and preferences. A progress note is recorded by the support worker at the end of every shift. Notes are factual, objective, and specific to the support delivered. Participants and their nominees may request access to progress notes at any time.
If your needs change between support plan reviews, we will respond promptly. Support workers are trained to identify and escalate changed needs. Where a significant change is identified, we will initiate a support plan review within five business days and may seek input from relevant health professionals with your consent.
If you decide to change providers or stop receiving supports from us, we will manage the transition professionally and without delay. We will provide your incoming provider with a transition summary — with your written consent — covering your support needs, preferences, risk factors, and current health information. We will not create gaps in your supports as a result of a transition. The notice period for ending a service agreement is set out in your individual agreement — typically five business days.
Supports are delivered in a culturally safe manner that respects your cultural background, language, religion, dietary requirements, and personal values. Where possible, we will match you with a support worker who shares your language or cultural background. All workers complete cultural safety training as part of their induction and at least every two years thereafter.
Legal basis: NDIS Practice Standards v4, Outcomes 4.1–4.4 — Assessment, Planning, Delivery, and Transitions. NDIS (Provider Registration and Practice Standards) Rules 2018, r.6–r.8.