Refer a Participant
For support coordinators, hospitals & families
For support coordinators, hospitals & families
At Home Care Experts, we are committed to delivering support that respects your dignity, upholds your rights, and is grounded in the NDIS Practice Standards. This Charter outlines what you can expect from us, and what helps us deliver the best care for you.
This Charter is consistent with the NDIS Act 2013, the NDIS Code of Conduct, and the NDIS Practice Standards. It applies to every participant and every member of our team, in every interaction.
Every person we support has the following rights. These are not conditional. They apply at all times, in all circumstances, without exception.
You have the right to be treated with respect, courtesy, and dignity at all times. Your cultural background, beliefs, identity, and personal values will always be honoured.
You have the right to make decisions about your own life, your supports, and your goals. We will provide information and options. The choices are always yours to make.
Your personal information is handled with strict confidentiality in accordance with the Privacy Act 1988. Your information will never be shared without your consent, except where required by law.
You have the right to receive supports in a safe environment, free from abuse, neglect, exploitation, and any form of violence, harassment, or discrimination.
You have the right to receive clear, accurate, and timely information about your supports, your plan, your provider agreement, fees, and any changes that may affect you.
You have the right to raise concerns, make complaints, and appeal decisions without fear of negative consequences. All feedback is valued and responded to promptly.
You have the right to receive supports that are tailored to your individual needs, goals, and circumstances, and that are consistent with your NDIS plan.
You have the right to participate fully in your community and to receive support that promotes your independence and inclusion, not dependence.
You have the right to have a support person, family member, carer, or independent advocate present in any meeting or decision-making process that affects you.
A great care relationship works both ways. Below are our responsibilities to you, and the things that help us support you as well as possible.
Everything we do is underpinned by the NDIS Practice Standards. These are the quality benchmarks all registered providers are required to meet, and we hold ourselves to the highest level within each one.
Your goals, preferences, and choices are at the centre of everything we plan and deliver.
We actively promote your rights and make sure our team understands and upholds them in practice.
Our systems, processes, and leadership are designed to maintain consistent, safe, and quality service delivery.
Our staff are thoroughly screened, trained, and supported to deliver safe, high-quality, person-centred care.
All incidents are reported, investigated, and used to improve the safety of our services for everyone.
We welcome all feedback as an opportunity to improve. Complaints are handled fairly, promptly, and transparently.
You always have the right to raise a concern or make a complaint. This will never affect the quality or continuity of your supports. There are several ways to do this.
You can speak directly with your support worker or coordinator, contact our office by phone or email, or submit feedback through our website. All concerns are taken seriously and responded to within 5 business days.
If you are not satisfied with our response, you have the right to contact the NDIS Quality and Safeguards Commission on 1800 035 544, or the Commonwealth Ombudsman. You may also engage an independent advocate at any time.
Download this Charter. We encourage you to keep a copy of this Charter for your records. It is also available in Easy Read format on request.
Download PDFOur team is here to answer any questions you have about this Charter, your NDIS rights, or how we deliver our services. We welcome the conversation.
We acknowledge the Traditional Custodians of the lands and waters on which we work and live. We pay our respects to Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples.
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