Policies & Procedures Manual

PURPOSE

This policy outlines the rights and responsibilities of participants, their families/carers, and Care for People staff and Provider Partners. Care for People is committed to upholding the rights of all NDIS participants and ensuring they are treated with dignity, respect, and fairness in all interactions.

SCOPE

This policy applies to all staff, volunteers, Provider Partners, contractors, and management of Care for People Pty Ltd and covers all services and supports delivered to NDIS participants.

DEFINITIONS

• Participant: A person who has been assessed as eligible for and is receiving support under the National Disability Insurance Scheme (NDIS).
• Carer / Support Person: A family member, guardian, or other individual who provides unpaid support to a participant.
• Provider Partner: An individual or organisation delivering supports under Care for People's NDIS registration via a Provider Partner Agreement.
• NDIS Code of Conduct: The code of conduct established under the NDIS (Code of Conduct) Rules 2018 that sets out the standards of behaviour expected of NDIS providers and workers.

POLICY

Care for People recognises and upholds the following participant rights in accordance with the NDIS Quality and Safeguards Commission and the National Disability Insurance Scheme Act 2013 :

• The right to be treated with dignity and respect at all times.
• The right to privacy and confidentiality of personal information.
• The right to make informed decisions about their own life and supports.
• The right to be free from abuse, neglect, exploitation, and discrimination.
• The right to have their cultural, linguistic, and spiritual identity respected.
• The right to access information about their supports and services in a format they understand.
• The right to provide feedback or make a complaint without fear of retribution.
• The right to choose and control who delivers their supports.
• The right to have a support person, advocate, or interpreter present at any interaction.
• The right to have their NDIS plan goals respected and worked towards.

Participant Responsibilities:

• Treat all Care for People staff and Provider Partners with respect.
• Provide accurate information relevant to the provision of their supports.
• Notify Care for People of any changes to their NDIS plan, goals, or circumstances.
• Adhere to agreements made in the Service Agreement.
• Provide reasonable notice for cancellations as outlined in the Service Agreement.

Care for People Responsibilities:

• Comply with the NDIS Code of Conduct and Practice Standards at all times.
• Ensure all staff and Provider Partners understand and respect participant rights.
• Maintain current, accessible information about participant rights and how to raise concerns.
• Provide services in a manner consistent with participant goals, preferences, and values.
• Ensure a transparent complaints and feedback process is available to all participants.

PROCEDURE

1. Informing Participants of their Rights: At the commencement of services, Care for People will provide each participant with a Welcome Pack that includes a plain-language summary of their rights. The Service Agreement will also reference participant rights. Participant Handbook / Welcome Pack (Sample)
2. Ongoing Communication: Staff and Provider Partners are required to remind participants of their rights at regular intervals and whenever a concern is raised.
3. Advocacy Support: If a participant requests an advocate or support person, Care for People will facilitate this and may refer participants to the NDIS Independent Advocacy service.
4. Breaches: Any alleged breach of participant rights is to be reported immediately to the Care for People management team and recorded as an incident. Incident Report Form (Blank Sample)
5. Review: This policy is reviewed annually or following any relevant legislative change.

RELATED DOCUMENTS

• Service Agreement Terms & Conditions (Sample)
• Referral / Intake Form
• Complaint / Feedback Form
• Incident Report Form (Blank Sample)

REFERENCES

• National Disability Insurance Scheme Act 2013 (Cth)
• NDIS Practice Standards
• NDIS Code of Conduct
• Australian Human Rights Commission Act 1986 (Cth)

PURPOSE

Care for People is committed to respecting and honouring the individual values, beliefs, cultural backgrounds, and identities of every participant. This policy ensures our services are culturally safe, inclusive, and person-centred.

SCOPE

Applies to all Care for People staff, Provider Partners, volunteers, and contractors in all interactions with participants, families, and communities.

POLICY

• Care for People acknowledges the diversity of participants including cultural background, religion, language, gender identity, sexual orientation, age, and disability type.
• All supports will be delivered in a manner that respects the participant's values, beliefs, and cultural identity without judgement.
• Staff and Provider Partners will not impose their own values or beliefs on participants.
• Where a participant's values or beliefs may affect the support being provided, this will be discussed respectfully and alternatives considered.
• Care for People will seek to engage interpreters or bilingual workers where language is a barrier.
• Aboriginal and Torres Strait Islander participants will receive culturally appropriate, trauma-informed support that acknowledges historical and ongoing impacts of colonisation.

PROCEDURE

1. At intake, staff will ask participants about their cultural background, language preferences, and any values/beliefs relevant to their support — this will be recorded in the participant's support plan. Referral / Intake Form
2. Support plans will be developed with this information incorporated to guide service delivery.
3. Staff will complete cultural awareness training as part of their induction and ongoing professional development.
4. Any conflict between a participant's values/beliefs and a worker's is to be escalated to management for resolution without disruption to supports.
5. If an interpreter is required, Care for People will arrange this through a recognised interpreter service and ensure this is funded appropriately in the participant's plan.

REFERENCES

• NDIS Practice Standards — Rights and Responsibilities
• Racial Discrimination Act 1975 (Cth)
• Sex Discrimination Act 1984 (Cth)

PURPOSE

To ensure Care for People Pty Ltd handles all personal and sensitive information about participants, staff, and Provider Partners in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

SCOPE

This policy applies to all personal information collected, held, used, or disclosed by Care for People in connection with its NDIS services, including information held in digital and physical formats.

DEFINITIONS

• Personal Information: Information or an opinion about an identified individual or an individual reasonably identifiable — whether true or not — and whether recorded in material form or not.
• Sensitive Information: A subset of personal information including health information, disability information, racial or ethnic origin, religious beliefs, criminal record, and other categories defined in the Privacy Act 1988.

POLICY

• Care for People collects personal information only for lawful purposes directly related to the delivery of NDIS supports.
• Participants will be informed of what information is collected, why it is collected, and how it will be used at the time of collection.
• Sensitive information will only be collected with the participant's explicit consent.
• Personal information will not be disclosed to third parties without the participant's consent, except as required by law or to prevent serious risk to health or safety.
• All records will be stored securely — digital records with appropriate access controls and physical records in locked storage.
• Participants have the right to access and correct their personal information held by Care for People.
• Personal information will be retained for a minimum of 7 years (or as required by NDIS Commission rules) after the end of service delivery, then securely destroyed.

PROCEDURE

1. Collection: Staff collect only information necessary for the provision of supports. Participants sign a consent form at intake. Participant Consent Form (Sample)
2. Storage: All digital records are stored in our secure portal with role-based access controls. Physical documents are stored in locked filing cabinets.
3. Disclosure: Before disclosing any personal information to a third party (e.g. another provider, GP, family member), staff must obtain written consent from the participant or their authorised representative, unless an emergency or legal obligation exists.
4. Access Requests: Participants wishing to access or correct their personal information should contact Care for People at admin@careforpeopleportal.com.au or 0475 898 632. Requests will be responded to within 30 days.
5. Breaches: Any suspected privacy breach must be reported immediately to management. If the breach meets the threshold for a Notifiable Data Breach, Care for People will notify the Office of the Australian Information Commissioner (OAIC) and affected individuals within 30 days. Privacy Breach & Hazard Report (Blank Sample)
6. Data Disposal: Records are destroyed securely (shredding for paper; secure deletion for digital) at the end of the retention period.

REFERENCES

• Privacy Act 1988 (Cth)
• Australian Privacy Principles
• NDIS Commission — Information for Registered Providers

PURPOSE

To ensure Care for People actively supports participants to exercise choice and control over their supports, make informed decisions, and maintain as much independence as possible in their daily lives.

POLICY

• Participants have the right to make decisions about their own lives, including decisions that others may consider risky (Dignity of Risk).
• Care for People will provide participants with all information needed to make informed decisions about their supports, including information about alternatives and potential risks.
• Staff and Provider Partners will support — not replace — participant decision-making.
• Where a participant has a legal guardian or plan nominee, Care for People will work in partnership with that person while still seeking to understand and incorporate the participant's own views and wishes.
• Care for People will not pressure participants to choose any particular service, worker, or support option.
• Supports will be regularly reviewed to ensure they continue to align with the participant's goals and preferences.

PROCEDURE

1. At intake, staff explain service options, pricing, and the participant's right to choose or change providers at any time.
2. Support plans are co-developed with the participant (and their support person if applicable), documenting their goals and how they wish to achieve them.
3. If a participant is considering a decision that involves some risk, staff will discuss the risks openly, explore risk-mitigation strategies, and document the conversation — respecting the participant's right to make the final decision.
4. Participants are reminded at each review that they may change, pause, or cease services at any time with appropriate notice.
5. Where a participant requires additional support to make decisions, Care for People will refer to advocacy services. Find an Advocate — NDIS

REFERENCES

• NDIS Practice Standards — Rights and Responsibilities
• NDIS — Choice and Control Policy

PURPOSE

To protect all participants from violence, abuse, neglect, exploitation, and discrimination (VANED), and to ensure Care for People has robust systems for prevention, early identification, and response.

DEFINITIONS

• Abuse: Any act that causes harm to a person, including physical, emotional, sexual, psychological, or financial abuse.
• Neglect: Failure to provide adequate care, support, or supervision to a person who requires it.
• Exploitation: Taking unfair advantage of a participant's vulnerability for personal gain.
• Discrimination: Treating a participant unfavourably because of a protected attribute such as disability, race, gender, age, or religion.
• Reportable Incident: An incident that must be reported to the NDIS Quality and Safeguards Commission under the NDIS (Incident Management and Reportable Incidents) Rules 2018 .

POLICY

• Care for People has zero tolerance for any form of violence, abuse, neglect, exploitation, or discrimination towards participants.
• All staff and Provider Partners are required to complete safeguarding training prior to commencing work with participants.
• All workers must hold a current Working with Children Check (where applicable) and NDIS Worker Screening Clearance before working with participants.
• Any allegation or suspicion of VANED will be treated seriously, investigated promptly, and reported to the relevant authorities.
• Participants will be supported to understand what constitutes abuse, neglect, and exploitation, and how to report concerns.
• Whistleblower protections apply to any person who reports a genuine concern in good faith.

PROCEDURE

1. Prevention: Robust recruitment screening (including NDIS Worker Screening), mandatory training, and regular supervision reduce risk of VANED occurring.
2. Identification: Staff and Provider Partners are trained to recognise signs of abuse and neglect. Any concerns should be raised immediately with management.
3. Immediate Response: If a participant is in immediate danger, call 000. Then notify Care for People management immediately.
4. Incident Reporting: All VANED incidents or allegations must be documented using the Incident Report Form and reported to the NDIS Commission within 24 hours for serious incidents. Incident Report Form (Blank Sample)
   NDIS Commission — Report an Incident
5. Investigation: Care for People will conduct an internal investigation in parallel with any external investigation, documenting findings and implementing corrective actions.
6. Support for Participants: Affected participants will be offered appropriate support, including referral to counselling or advocacy services, throughout the investigation process.
7. Record Keeping: All records related to VANED incidents are kept confidentially and securely for a minimum of 7 years.

REFERENCES

• NDIS Commission — Incident Management
• NDIS (Incident Management and Reportable Incidents) Rules 2018
• Racial Discrimination Act 1975 (Cth)

PURPOSE

To establish a clear governance framework for Care for People Pty Ltd that ensures sound, ethical, and legally compliant management of all NDIS services and business operations.

POLICY

• Care for People is governed by its Director(s) and management team, with clear lines of accountability and delegation.
• All governance decisions are made in the best interests of participants, staff, and the organisation.
• Care for People maintains compliance with all relevant legislation, the NDIS Practice Standards, and the NDIS Code of Conduct.
• Financial management is conducted in accordance with sound accounting principles, and all participant funds are managed transparently and ethically.
• Conflicts of interest are identified, disclosed, and managed in accordance with Care for People's Conflict of Interest Policy.
• The organisation maintains adequate insurance coverage including professional indemnity and public liability.

PROCEDURE

1. Governance Structure: The Director holds ultimate accountability. Operational management is delegated to the management team with clear role descriptions.
2. Meetings: Management team meetings are held at least monthly to review operations, risks, incidents, and compliance. Minutes are recorded and retained.
3. Financial Controls: All expenditure is approved in accordance with the Delegation of Authority Schedule. Financial statements are reviewed quarterly.
4. Compliance Monitoring: The management team monitors compliance with NDIS requirements, reporting obligations, and legislative changes on an ongoing basis.
5. Audit: Care for People undergoes independent audits by an NDIS-approved Quality Auditor — a certification audit every three years and a verification audit at approximately 18 months.
6. Policy Review: All policies are reviewed at least annually, or following a significant incident, legislative change, or audit finding.
7. Whistleblower Protection: Staff and Provider Partners are protected from detriment when reporting genuine governance concerns in good faith.

REFERENCES

• NDIS Practice Standards — Provider Governance and Operational Management
• National Disability Insurance Scheme Act 2013 (Cth)
• Treasury Laws Amendment (Enhancing Whistleblower Protections) Act 2019

PURPOSE

To ensure Care for People identifies, assesses, and manages risks to participants, staff, Provider Partners, and the organisation — proactively preventing harm and maintaining continuity of quality services.

POLICY

• Care for People maintains a Risk Register that is reviewed at least quarterly by management.
• All identified risks are assessed for likelihood and consequence, and controls are put in place to reduce risk to an acceptable level.
• Staff and Provider Partners are empowered to identify and escalate risks without fear of penalty.
• Participant-specific risks are documented in individual support plans and reviewed regularly.
• Care for People has a Business Continuity Plan to maintain essential services in the event of a significant disruption.

PROCEDURE

1. Identification: Risks are identified through incident reports, participant feedback, staff observations, audits, and management review.
2. Assessment: Each risk is rated on a 5×5 matrix (Likelihood × Consequence). Risks rated High or Critical require immediate action. Risk Register (internal)
3. Controls: Risk controls are documented, assigned to a responsible person, and tracked to completion.
4. Participant Risk Assessments: A risk assessment is completed for each participant at commencement of services and updated at each support plan review or after any incident.
5. Review: The Risk Register is tabled at monthly management meetings. Critical risks are escalated immediately to the Director.

REFERENCES

• NDIS Practice Standards
• AS/NZS ISO 31000:2018 — Risk Management

PURPOSE

To establish a culture of continuous improvement at Care for People, ensuring the consistent delivery of high-quality, safe, and person-centred NDIS supports.

POLICY

• Care for People is committed to continuous improvement in all aspects of service delivery and organisational management.
• Participant feedback, complaints, incidents, and audit findings are used as improvement opportunities.
• All staff and Provider Partners participate in regular supervision and professional development.
• Key performance indicators (KPIs) are tracked and reported to management quarterly.
• An annual quality review is conducted and informs the organisation's improvement plan.

PROCEDURE

1. Feedback Collection: Participant satisfaction surveys are conducted at least annually. Feedback is also gathered through check-in calls, review meetings, and the complaints process. Participant Satisfaction Survey (Blank Sample)
2. Improvement Log: All identified improvements are recorded in the Continuous Improvement Register, with actions assigned, tracked, and reviewed at management meetings. Continuous Improvement Register (internal)
3. Audits: Internal audits are conducted at least annually across key operational areas. External NDIS audits are prepared for and facilitated by management.
4. Staff Development: Training needs are identified through supervision and performance reviews, and a training plan is maintained for all staff and key Provider Partners.
5. Annual Review: The Director reviews the quality management outcomes annually and sets improvement priorities for the coming year.

REFERENCES

• NDIS Practice Standards — Provider Governance and Operational Management

PURPOSE

To ensure Care for People manages all organisational and participant information accurately, securely, and in accordance with legislative requirements.

POLICY

• All records are maintained accurately, completely, and in a retrievable format.
• Information systems are secured against unauthorised access, loss, and corruption.
• Participant records are kept for a minimum of 7 years from the end of service (or longer if required by law).
• Staff have access only to the information they need to perform their role.
• All staff are trained on information management obligations at induction.

PROCEDURE

1. Record Creation: All participant, staff, and operational records are created promptly and accurately using approved systems and templates.
2. Storage: Digital records are stored in Care for People's secure portal. Physical records are kept in locked storage. Both are backed up regularly.
3. Access: Role-based access controls ensure staff can only access records relevant to their duties.
4. Retention & Disposal: Records are retained according to the Retention Schedule and securely destroyed at end of life. Records Retention Schedule (internal)
5. Breach Response: Any suspected unauthorised access or loss of records is reported immediately to management and handled per the Privacy and Confidentiality Policy.

REFERENCES

• Privacy Act 1988 (Cth)
• NDIS Quality and Safeguards Commission

PURPOSE

To ensure Care for People recruits, trains, supports, and retains a skilled, safe, and values-aligned workforce — including staff and Provider Partners — capable of delivering high-quality NDIS supports.

POLICY

• All workers must hold a current NDIS Worker Screening Clearance before working with participants.
• Qualifications and experience relevant to the role are verified prior to engagement.
• All workers complete a mandatory induction covering the NDIS Code of Conduct, participant rights, safeguarding, privacy, and emergency procedures.
• Regular supervision (at minimum quarterly) is provided to all staff and promoted for Provider Partners.
• Performance concerns are addressed promptly, fairly, and in accordance with employment law.
• Mandatory Reporter obligations are understood and met by all relevant workers.

PROCEDURE

1. Recruitment: All candidates undergo reference checks, verification of qualifications, and NDIS Worker Screening before engagement. [LINK PLACEHOLDER: CFP Worker Screening Checklist — URL to be added]
2. Induction: All new workers complete the Care for People induction program before delivering supports. [LINK PLACEHOLDER: CFP Induction Checklist — URL to be added]
3. Supervision: Supervisors schedule regular check-ins and formal supervision sessions. Notes are recorded and retained.
4. Training: Workers are required to maintain relevant professional development, including mandatory NDIS training modules.
5. Exits: When a worker leaves, access to systems is revoked promptly and exit interviews are offered to inform continuous improvement.

REFERENCES

• NDIS Worker Screening
• NDIS Code of Conduct
• Fair Work Act 2009 (Cth)

PURPOSE

To ensure Care for People delivers all NDIS supports in a manner that is safe, effective, person-centred, and aligned with each participant's NDIS plan goals.

POLICY

• All services are delivered under a current, signed Service Agreement with each participant.
• Support plans are developed in collaboration with the participant (and their support person where applicable) and reviewed at least annually or when circumstances change.
• Supports are delivered only within the registered support categories approved by the NDIS Commission for Care for People.
• All supports are delivered within the NDIS Pricing Arrangements and Price Limits for the current financial year (2026–27).
• Service delivery is documented via progress notes after each support session.

PROCEDURE

1. Intake: New participants complete the intake process including needs assessment, goal setting, and Service Agreement. Referral / Intake Form Service Agreement Terms & Conditions (Sample)
2. Support Planning: A support plan is developed within 2 weeks of service commencement, documenting goals, preferences, risks, and how supports will be delivered. Support Plan (Blank Sample)
3. Delivery: Supports are delivered as agreed in the support plan and Service Agreement. Any variation requires participant consent.
4. Progress Notes: A progress note is completed after each support session, noting what was delivered, participant progress, and any concerns.
5. Reviews: Support plans are formally reviewed at least annually, after any significant incident, or when the participant's NDIS plan is renewed.
6. Handover / Transition: Where a participant is transitioning to another provider, Care for People will facilitate a smooth handover with appropriate notice and transfer of relevant documentation (with participant consent).

REFERENCES

• NDIS Practice Standards — Provision of Supports
• NDIS Pricing Arrangements 2026–27

PURPOSE

To ensure every participant receives a clear, accessible Service Agreement that transparently outlines the supports to be delivered, pricing, cancellation terms, and both parties' rights and responsibilities.

POLICY

• A Service Agreement is signed with every participant (or their authorised representative) before services commence.
• The Service Agreement is written in plain language and provided in an accessible format on request.
• Service Agreements are reviewed and updated whenever the participant's supports, pricing, or circumstances change.
• Participants may terminate the Service Agreement with reasonable notice, as specified in the agreement.
• All pricing in the Service Agreement aligns with the current NDIS Pricing Arrangements.

PROCEDURE

1. Prior to signing, staff walk the participant through the Service Agreement and answer any questions.
2. A copy of the signed agreement is provided to the participant and retained by Care for People.
3. Amendments to the agreement require the written consent of both parties.
4. If a participant or Care for People wishes to end the agreement, the notice period and process outlined in the agreement applies.

RELATED DOCUMENTS

• Service Agreement Terms & Conditions (Sample)

PURPOSE

To ensure participants experience no unplanned disruptions to their supports and that Care for People has plans in place to maintain continuity of service in the event of worker unavailability, emergencies, or organisational changes.

POLICY

• Care for People takes all reasonable steps to ensure continuity of supports for all participants.
• Where a worker is unavailable, Care for People will arrange a suitable replacement with the participant's agreement.
• Participants are given as much advance notice as possible of any changes to their supports.
• Emergency protocols are in place to ensure participants are not left without critical supports.

PROCEDURE

1. Worker absences are reported to management as early as possible. Management will contact the participant to arrange a suitable alternative.
2. If the participant has complex or high-intensity needs, contingency plans are documented in the support plan and activated when required.
3. In the event of Care for People ceasing operations (planned or unplanned), participants will be given maximum possible notice and assisted to transition to another registered provider.
4. All emergency contact details are kept up to date in the participant's records.

PURPOSE

To protect the health, safety, and wellbeing of all workers, participants, visitors, and others who may be affected by Care for People's operations, in compliance with the Work Health and Safety Act 2011 (Cth) and applicable State/Territory WHS legislation.

POLICY

• Care for People is committed to providing and maintaining a safe work environment for all workers and participants.
• All staff and Provider Partners have a responsibility to take reasonable care for their own health and safety and the health and safety of others.
• Hazards are identified and controlled using the hierarchy of controls.
• All workers have the right to refuse unsafe work.
• WHS matters are standing agenda items at management meetings.

PROCEDURE

1. Hazard Identification: Workers report hazards immediately to their supervisor using the Hazard Report Form. Privacy Breach & Hazard Report (Blank Sample)
2. Risk Control: Hazards are assessed and controls implemented — from elimination through to PPE as a last resort.
3. Incidents: All workplace injuries and near-misses are reported and investigated. Workers' Compensation is managed in accordance with the relevant State/Territory legislation.
4. Home Environments: Where supports are delivered in a participant's home, workers conduct an informal hazard check at the start of each visit and raise any concerns with management.
5. Emergency Procedures: All workers are briefed on emergency evacuation procedures for any site where they regularly work.
6. PPE and Manual Handling: Appropriate PPE is provided and manual handling training is completed prior to any direct personal care supports.

REFERENCES

• Work Health and Safety Act 2011 (Cth)
• Safe Work Australia

PURPOSE

To ensure the safe and appropriate management of medications for participants who require support with medication administration, in line with relevant health and NDIS standards.

POLICY

• Medication support is only provided where explicitly documented in the participant's support plan and Service Agreement.
• Workers may only administer or assist with medication if they hold the relevant competency and it is within their authorised scope.
• Medication errors must be reported immediately to management and documented as an incident.
• Medications are stored as directed (locked where required, at correct temperature).
• A Medication Administration Record (MAR) is maintained for each participant who requires medication support.

PROCEDURE

1. At intake, the participant's GP or treating health professional provides a current Medication Management Plan. [LINK PLACEHOLDER: CFP Medication Management Plan Template — URL to be added]
2. Workers complete the MAR at each medication administration, noting time, dose, and any observations.
3. Any refusal to take medication, side effects, or changes in condition are documented and reported to the supervisor promptly.
4. Medication errors (wrong dose, missed dose, wrong medication) are treated as an incident and reported. [LINK PLACEHOLDER: CFP Incident Report Form — URL to be added]

PURPOSE

To ensure Care for People is prepared to respond effectively to emergencies and disasters, minimising harm to participants, workers, and the organisation.

POLICY

• Care for People maintains an Emergency Management Plan that is reviewed annually.
• All participants have an individual emergency plan as part of their support plan.
• Workers are trained in emergency procedures at induction and through regular drills.
• Care for People maintains contact with relevant emergency services and local council emergency management units.

PROCEDURE

1. Individual Emergency Plans: Each participant's support plan includes an emergency/evacuation plan tailored to their needs and home environment. [LINK PLACEHOLDER: CFP Individual Emergency Plan Template — URL to be added]
2. Response: In an emergency, workers follow the: Remove-Alert-Confine-Extinguish (RACE) protocol and/or call 000 as appropriate.
3. Business Continuity: The Business Continuity Plan is activated in the event of a significant disruption (natural disaster, IT failure, pandemic). Management notifies participants of any impact to their supports as soon as possible.
4. Post-Emergency Review: Following any significant emergency, a debrief is held and lessons learned are incorporated into the Emergency Management Plan.

PURPOSE

To provide participants, their families, carers, and other stakeholders with a transparent, accessible, and effective process for raising feedback and complaints — and to use this information to drive continuous improvement at Care for People.

POLICY

• Care for People welcomes all feedback — positive and negative — as a vital tool for improvement.
• All complaints are taken seriously, handled confidentially, and resolved without detriment to the complainant.
• Complainants have the right to have a support person or advocate assist them at any stage of the process.
• All complaints are acknowledged within 2 business days and resolved within 10 business days (or the complainant is kept informed of progress if more time is required).
• Complainants may escalate to the NDIS Quality and Safeguards Commission at any time: ndiscommission.gov.au/complaints or call 1800 035 544.

PROCEDURE

1. How to Complain: Complaints may be made verbally, in writing, via email (admin@careforpeopleportal.com.au), by phone (0475 898 632), or using the Complaint Report Form. Complaint / Feedback Form
2. Recording: All complaints are recorded in the Complaints Register immediately upon receipt. Complaints Register (internal)
3. Acknowledgement: The complainant is contacted within 2 business days to acknowledge receipt and outline the resolution process.
4. Investigation: The complaint is investigated impartially. The complainant and any relevant parties are given the opportunity to provide their perspective.
5. Resolution: The outcome and any corrective actions are communicated to the complainant in writing. Corrective actions are tracked to completion in the Continuous Improvement Register.
6. Escalation: If the complaint cannot be resolved internally, or the complainant remains dissatisfied, they are advised of their right to escalate to the NDIS Commission.
7. Review: Complaint trends are reviewed at management meetings quarterly to identify systemic issues.

REFERENCES

• NDIS Commission — Making a Complaint
• NDIS Practice Standards — Feedback and Complaints

PURPOSE

To ensure all incidents involving participants, workers, or Care for People's operations are identified, reported, managed, investigated, and used to prevent recurrence — in compliance with the NDIS (Incident Management and Reportable Incidents) Rules 2018 .

DEFINITIONS

• Incident: Any event or circumstance that resulted in or could have resulted in harm to a participant or worker.
• Reportable Incident: A specific category of serious incident that must be reported to the NDIS Commission within set timeframes. These include: death of a participant, serious injury, abuse or neglect, unauthorised use of restrictive practices, and sexual misconduct.
• Near-Miss: An event that did not result in harm but had the potential to do so.

POLICY

• All incidents (including near-misses) are reported, documented, and investigated.
• Reportable Incidents are notified to the NDIS Commission within the required timeframes (within 24 hours for Priority 1 incidents).
• Workers are never penalised for reporting incidents in good faith.
• Incident data is analysed regularly to identify trends and systemic risks.

PROCEDURE

1. Immediate Response: Ensure safety first — call 000 if required. Then notify management immediately.
2. Reporting: Complete the Incident Report Form as soon as practicable (within 24 hours). Incident Report Form (Blank Sample)
3. NDIS Commission Notification: Management determines if the incident is Reportable and submits the notification to the NDIS Commission within the required timeframe via the NDIS Commission portal .
4. Investigation: A thorough investigation is conducted using a root-cause analysis approach. Findings and corrective actions are documented.
5. Participant Support: The affected participant is offered appropriate support (e.g. counselling, advocacy referral) throughout the process.
6. Corrective Actions: All corrective actions are tracked in the Improvement Register to closure. [LINK PLACEHOLDER: CFP Continuous Improvement Register — URL to be added]
7. Trend Analysis: Incident data is reviewed at management meetings at least quarterly. Patterns are used to inform risk management and quality improvement.

REFERENCES

• NDIS Commission — Incident Management
• NDIS (Incident Management and Reportable Incidents) Rules 2018

PURPOSE

To ensure Care for People has a zero-tolerance approach to the use of unauthorised restrictive practices, and that any authorised use of restrictive practices is minimal, documented, monitored, and focused on transitioning to positive behaviour support.

DEFINITIONS

• Restrictive Practice: Any practice or intervention that has the effect of restricting the rights or freedom of movement of a person with a disability. The five regulated restrictive practices are: seclusion, chemical, mechanical, physical, and environmental restraint.
• Positive Behaviour Support (PBS): An evidence-based approach that addresses the causes of challenging behaviour and reduces the need for restrictive practices.

POLICY

• Care for People is committed to eliminating the use of restrictive practices in its services.
• No restrictive practice may be used unless it has been authorised by the relevant State/Territory regulatory body and included in a behaviour support plan developed by a registered behaviour support practitioner.
• Any use of a restrictive practice is a Reportable Incident and must be notified to the NDIS Commission.
• Workers are never to use restraint as a punitive measure or for the convenience of the worker.

PROCEDURE

1. Where a participant has a behaviour support plan that includes an authorised restrictive practice, Care for People ensures all delivering workers are trained in the specific practice as documented in the plan.
2. Each use of a restrictive practice is documented in the participant's records immediately after the event.
3. Reportable incidents relating to restrictive practices are notified to the NDIS Commission per the Incident Management Policy.
4. The need for any restrictive practice is reviewed regularly with the behaviour support practitioner, with the goal of reduction and elimination over time.

REFERENCES

• NDIS Commission — Behaviour Support and Restrictive Practices
• NDIS (Incident Management and Reportable Incidents) Rules 2018