Organisation commitments
Actively work with the Participant to identify their wishes, will, preferences and rights to establish goals and needs and subsequently develop a Support Plan.
Assist the participant in accessing an advocate as required by referral to appropriate services such as Disability Advocacy Finder.
Work with the Participant’s advocate, trusted decision maker and/or family member to assist the participant in exercising choice and control and to have their voice heard in matters that affect them. This can occur at any time while the participant is using Child and Adolescent Psychology services.
Review the provision of supports at regular intervals with the Participant and their advocated or trusted decision maker.
Provide the agreed safe and high-quality supports that meet the Participant’s needs at the Participant’s preferred location and times whenever possible.
Respect and respond to the cultural values and beliefs of the participant.
Communicate openly and honestly in a timely manner and in a way the participant can best understand, including using an interpreter if required.
Treat the Participant with courtesy and respect.
Inform the Participant of all costs associated with the provision of supports, including the cost associated with cancellations.
Protect the participant’s privacy and confidential information as per the Privacy Act 1988.
Store participant information in a secure electronic file that is password protected and has appropriate firewall protection.
Inform the participant how to make a complaint and treat them fairly and impartially if they make a complaint.
Listen to the participant’s feedback and resolve problems efficiently.
Give the participant a minimum of 48 hours’ notice (where possible) if the Provider has to change a scheduled appointment to provide supports.
Provide supports in a manner consistent with all relevant laws, including the National Disability Insurance Scheme Act and Rules, and the Australian Consumer Law.
Keep accurate records of the supports provided to the participant.
Issue regular invoices for the provision of supports delivered to the participant.
Give the participant the required notice if the CAPS needs to end the Service Agreement (see Service Agreement).
Continually inform the participant of possible risks and benefits associated with achieving their goals.
Investigate any incidents that occur and follow NDIS (Incident Management and Reportable Incidents) Rules 2018. This includes involving the participant in the investigation and determining actions/outcomes.
Respecting the participant’s freedom of choice.
Respecting the participant’s freedom of expression and decision-making.
Respecting participants’ culture, diversity, values and beliefs.
Take the necessary measure to prevent violence, abuse, neglect, exploitation and discrimination to participants within the organisation’s realm of control.
Deliver services through competent and trained staff.
Participant commitments
Be involved in the development of the Support Plan and any other assessments.
Provide accurate information and keep CAPS informed of changes to personal information.
Inform CAPS of the receiving of any other services or supports.
Use equipment safely.
Ensure there are appropriate funds available for claiming services that have been booked and provided.
Treat staff with courtesy, respect, and dignity.
Provide a safe and smoke-free environment for the staff to work in if seen in the community.
Contact CAPS with any concerns about the supports being provided.
Give the organisation a minimum of two full business days’ notice if they cannot make a scheduled appointment.
Provide the required notice if they need to end the Service Agreement (see service agreement).
Let the organisation know immediately if their NDIS plan is suspended or replaced by a new NDIS plan or if they stop being a participant in the NDIS.
Provide feedback or lodge a complaint if you are dissatisfied with the service or the way it is delivered (see Complaint Policy).
Discuss their concerns with possible risks associated with achieving their Support Plan.
Request a copy of any of our policies if further information is required.
Accept responsibility for their actions and choices.
Understand that there may be a need for change.
Abide by the terms of the service agreement.
Participants Right to Provide Feedback
CAPS understands the importance of participant feedback and values its assistance in the organisation’s growth. CAPS encourages participants and their families/caregivers to speak up on any issues. Participants can provide feedback in the following ways:
In writing, with the option of remaining anonymous, sent to the organisations address
Talking to a staff member or submitting a Feedback and Complaints form through a staff member
Contacting the CEO
Sending an email
Completing a Participant Survey
For further information on feedback and complaints management, see Feedback and Complaints Management Policy and Procedure.
Code of Conduct
The NDIS Code of Conduct requires workers and providers delivering NDIS support and services to do the following in providing those supports and services:
Act with respect for individual rights to freedom of expression, self-determination and decision-making in accordance with applicable laws and conventions.
Respect the privacy of people with disability.
Provide support 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 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 against, and exploitation, neglect and abuse of, people with disability.
Take all reasonable steps to prevent and respond to sexual misconduct.