You make your own decisions
You choose your supports, your workers, your goals and your schedule. Where a decision-maker acts on your behalf, we still involve you in every conversation about your life to the greatest extent possible.
You get information you can use
Everything we ask you to agree to is written in plain English. If a document is not clear, tell us and we will explain it, translate it, or rewrite it. You never have to sign something you do not understand.
You can bring an advocate
A family member, friend, support coordinator or independent advocate can join any meeting or speak on your behalf. You do not need our permission and you do not need to explain why.
You are safe from abuse and neglect
You have the right to be free from violence, abuse, neglect, exploitation and discrimination. We have zero tolerance, and we report reportable incidents to the NDIS Commission as the law requires.
You can complain without fear
You can raise a concern with us or go straight to the NDIS Commission. Your supports will never be reduced, delayed or withdrawn because you complained, and you will never be treated differently.
Your culture and beliefs are respected
Your culture, language, faith, values, gender identity and sexuality shape how support should be delivered. Tell us what matters and we work around it, not the other way around.
Your privacy is protected
We collect only the information needed to support you, keep it secure, and never share it without your consent unless the law requires it. You can ask to see your records at any time.
You can leave whenever you want
You can end your service agreement without giving a reason. We will help you transition to another provider and continue your supports until your new provider is ready.
Using an Advocate
You have the right to bring anyone you choose to any conversation with us — a family member, a friend, a support coordinator, or an independent advocate. You do not need our permission and you do not need to tell us why.
Free, independent disability advocacy is available in Victoria. The Disability Advocacy Resource Unit maintains a directory at daru.org.au, or call the National Disability Advocacy Finder on 1800 643 787.
If Something Goes Wrong
You can raise a concern with us, or go straight to the NDIS Commission. You never have to come to us first, and using our process does not affect your right to contact the Commission at any time.
How to give feedback or complain