Rights, safety and governance
Policies
Accessible policy summaries for privacy, complaints, conduct, incidents, consent, safeguarding and service agreements.
Code of Conduct
Respect, safety, dignity, boundaries, accountability and professional behaviour.
Read accessible HTML policy Download PDFFeedback and Complaints Policy
How compliments, concerns and complaints are received, reviewed and resolved.
Read accessible HTML policy Download PDFIncident Management Policy
How incidents are identified, reported, reviewed and used to improve safeguards.
Read accessible HTML policy Download PDFPrivacy and Confidentiality Policy
How personal, sensitive and health information is collected, used, stored and shared.
Read accessible HTML policy Download PDFConsent and Decision-Making Policy
Consent, authority, capacity and supported decision-making.
Read accessible HTML policy Download PDFAbuse, Neglect and Exploitation Policy
Preventing, recognising and responding to harm.
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Supporting people to use advocates and speak up.
Read accessible HTML policy Download PDFInfection Prevention Policy
Reducing infection risk during therapy, home and community work.
Read accessible HTML policy Download PDFRestrictive Practices Policy
Avoiding, monitoring and reducing restrictive practices where relevant.
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Promoting dignity, wellbeing and safety.
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Scope, fees, cancellation, privacy, responsibilities and next steps.
Read accessible HTML policy Download PDFEasy Read and Accessible Information
Requesting accessible formats and communication supports.
Read accessible HTML policy Download PDFComplaint pathway
Submit referral/enquiry
Tell us the service, goals, safety considerations and safe contact method.
Initial contact
We confirm service fit, scope and availability.
Consent and information
Consent/authority is confirmed and relevant reports are gathered.
Service agreement
Scope, funding, cancellation terms and privacy are confirmed.
Assessment and planning
We meet the person and supporters, assess needs and co-develop goals.
Support and review
Sessions, plans, reports, coaching and reviews are completed as agreed.
People can use an advocate or support person. Raising a complaint should not reduce the quality or safety of support.
Share feedback or complaint