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NDIS Service Charter

At First Peoples Disability Care, our Service Charter reflects our commitment to providing safe, respectful, culturally responsive and person-centred NDIS supports.

 

We recognise every participant as an individual with their own strengths, goals, identity, culture and aspirations. Our role is to walk alongside participants, supporting greater independence, choice, control and meaningful participation in everyday life.

 

Our Commitment to You

When receiving services from us, you can expect to:

  • Be treated with dignity, fairness and respect

  • Receive culturally safe and responsive supports

  • Have your culture, identity, beliefs and values respected

  • Be involved in decisions about your supports

  • Exercise choice and control over how your services are delivered

  • Receive services tailored to your individual needs and goals

  • Have your privacy and confidentiality protected

  • Receive clear and accessible information about your services

  • Be supported to build independence and capacity

  • Feel safe and supported when accessing our services

  • Have your family, carers, advocates or other trusted people involved when you choose

  • Provide feedback or make a complaint without fear of your services being negatively affected

 

Choice & Control

You are at the centre of your supports.

 

We will work with you to understand what is important to you, how you want your supports delivered and what you would like to achieve.

 

Where possible, you will be supported to make informed decisions about your services, support arrangements and goals.

 

Cultural Safety

We recognise the unique cultures, histories, strengths and experiences of Aboriginal and Torres Strait Islander peoples.

 

We are committed to providing services that respect identity, family, community, cultural practices and connection to Country.

 

Cultural safety means listening, learning and ensuring participants feel respected, understood and empowered when receiving supports.

 

Your Rights

You have the right to:

  • Be safe and free from abuse, neglect, violence, exploitation and discrimination

  • Be treated equally and respectfully

  • Have your privacy, dignity and personal information protected

  • Make decisions about your own life and supports

  • Take reasonable risks as part of exercising choice and independence

  • Access information in a way you can understand

  • Ask questions about your services

  • Change or review your supports in accordance with your service arrangements

  • Access an independent advocate

  • Provide feedback or make a complaint

  • Have concerns taken seriously and responded to fairly

 

Your Responsibilities

A positive support relationship works best when everyone treats each other with respect.

 

We ask participants, families and representatives to:

  • Treat staff and other people with dignity and respect

  • Provide accurate information relevant to the safe delivery of supports

  • Let us know when your needs, circumstances or support requirements change

  • Participate in planning and reviews where possible

  • Tell us if you are unhappy with your services or believe something could be improved

  • Provide reasonable notice when cancelling or changing scheduled supports where applicable

  • Respect agreed service arrangements and the safety of staff and others

 

Safety & Quality

We are committed to maintaining high standards of safety and service quality.

 

We continually review our practices, listen to participant feedback, manage risks and incidents, and identify opportunities to improve the way we provide supports.

 

Where concerns arise, we will respond appropriately and take reasonable steps to protect the safety, wellbeing and rights of participants.

 

Privacy & Confidentiality

Your personal information will be treated with respect and confidentiality.

 

We will only collect, use and share personal information where appropriate, authorised or required by law. We will take reasonable steps to protect your information from unauthorised access, loss, misuse or disclosure.

 

Feedback & Complaints

Your voice matters.

 

You can provide a compliment, suggestion, concern or complaint at any time. Making a complaint will not negatively affect the services you receive.

 

We will listen to your concerns, respond respectfully and use feedback to improve our services.

 

Participants may also contact the NDIS Quality and Safeguards Commission if they have concerns about the quality or safety of NDIS supports and services.

 

Working Together

Our commitment goes beyond delivering a service.

 

We aim to build genuine relationships based on trust, respect, culture and understanding—supporting participants to strengthen independence, achieve meaningful goals and remain connected to the people, communities, cultures and Country that are important to them.

 

Your Life. Your Culture. Your Choice.

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