How we keep support safe.
Families and coordinators are entitled to know exactly how a provider screens its workers, handles incidents, and responds when something goes wrong. Here is ours, in plain language.
Our registration
We work with agency-managed, plan-managed and self-managed participants. Registration groups can be confirmed for your referral pathway — just ask.
Before a worker starts a shift
Nobody supports a participant on our behalf until every one of these is complete and recorded.
- STEP 1
Screening checks
NDIS Worker Screening clearance, Working with Children Check where relevant, and identity and right-to-work verification — all current, all on file.
- STEP 2
Face-to-face induction
In person, not a video link. Covers the NDIS Code of Conduct, our practice expectations, incident reporting, and what to do when they are unsure.
- STEP 3
Training for the specific role
Ongoing professional development, plus high intensity skills training and sign-off by our Clinical Lead before any complex care shift.
- STEP 4
The care plan, read first
Routine, preferences and known risks are in Visual Care and read before arrival — so a participant never has to explain themselves from scratch.
When something goes wrong
Incidents happen in every service. What separates providers is what happens next.
- The worker records the incident in Visual Care immediately — not at the end of the week.
- A manager reviews it the same day and decides what action is needed.
- The participant, and their family or coordinator where appropriate, are told directly. We do not wait to be asked.
- Reportable incidents are notified to the NDIS Quality and Safeguards Commission within required timeframes.
- We review what happened, change the plan or the roster if needed, and tell you what changed.
Restrictive practices
We do not use restrictive practices unless they are authorised in a behaviour support plan written by a registered practitioner, and reported as required. Where a plan includes one, we will explain it to the participant and family in plain language, record every use, and keep working toward reducing it.
Supervision and review
Workers have regular supervision and a manager they can reach out of hours. Progress notes and documentation are reviewed by managers, not filed unread. Where our systems are not working, we change them — and we ask workers directly what is getting in the way.
Your rights, and your say
Support belongs to the person receiving it. These are things you can ask for at any time, without needing a reason.
Choose your worker
You can tell us your preferences on gender, language, interests and communication style — and meet a worker before regular shifts begin.
Change your worker
If the match is not right, tell us. You do not need to justify it and it will not affect your service.
Set your own goals
Your care plan is written with you, in your words, and reviewed with you — not written about you.
Bring someone with you
A family member, friend or advocate is welcome at any meeting. We can also arrange an interpreter, including Auslan.
See your information
You can ask for a copy of your care plan, progress notes or any record we hold about you.
Complain, safely
You can raise a concern with us, or go straight to the NDIS Commission. Your support will not be affected either way. How to complain →
Want to see the detail?
We are happy to share our policies, insurance certificates, worker screening process or a sample progress report with any participant, family member or coordinator considering us. Just ask — we would rather you check.