0421 169 383

Participant Rights and Responsibilities

Kind Care Connect Services > Participant Rights and Responsibilities

Policy and Procedures

KindCare Connect Services

At KindCare Connect Services, we are committed to delivering high-quality, person-centred support that promotes the rights, dignity, and autonomy of all NDIS participants. We uphold the values enshrined in the NDIS Practice Standards, NDIS Code of Conduct, and all relevant Commonwealth and State legislation, ensuring that participants feel safe, heard, and respected.

This policy also recognises the rights of our team members. We believe that mutual respect between participants and staff is essential for delivering effective support. As such, participants are encouraged to play an active role in creating a respectful, inclusive, and safe environment for everyone.

Participants will be informed of their rights and responsibilities as outlined in their individual Service Agreements prior to commencing services.

*This Policy should be read alongside other internal frameworks, including KindCare Connect Services’ Human Resources Policy and Procedure, which applies to all staff and contractors delivering services on behalf of the organisation.

Our Commitment to Participants

KindCare Connect Services affirms the following responsibilities to ensure the protection and promotion of participant rights:

  • Collaborate with participants to identify their needs, goals, and preferences, and develop an individualised Support Plan.
  • Support participants in exercising choice and control at all stages of service delivery.
  • Provide referrals to independent advocacy services when participants require additional support to have their voices heard.
  • Include participants’ nominated family members, carers, or legal representatives in decision-making when requested.
  • Conduct regular reviews of supports in partnership with the participant and their representatives to ensure services remain aligned with their goals.
  • Deliver services that are respectful, inclusive, and culturally responsive.
  • Maintain clear, open, and respectful communication using accessible language and formats, including interpreters where necessary.
  • Clearly communicate all associated costs, including cancellation charges, prior to the delivery of support.
  • Protect participant confidentiality and ensure all personal information is handled in accordance with the Privacy Act 1988.
  • Provide participants with access to our complaints and feedback process, and ensure any concerns are treated fairly and without bias.
  • Respond promptly and constructively to participant feedback to improve service quality.
  • Offer at least 48 hours’ notice (where reasonably possible) for any changes to scheduled appointments.
  • Comply with all applicable laws, including the NDIS Act 2013, NDIS Rules, and Australian Consumer Law.
  • Keep accurate and up-to-date records of all supports delivered.
  • Provide timely invoices for all services rendered.
  • Offer appropriate notice if services need to be suspended or terminated.
  • Discuss potential risks and benefits associated with service delivery in a clear and transparent manner.
  • Investigate all incidents in line with the NDIS (Incident Management and Reportable Incidents) Rules 2018, involving participants in resolution discussions where appropriate.

Participant Responsibilities

Participants, or their nominated representatives, are expected to uphold the following responsibilities to maintain a safe and cooperative service environment:

  • Actively participate in the development and review of their Support Plan.
  • Provide accurate personal information and update KindCare Connect Services on any changes relevant to their supports.
  • Notify us of any other services being received that may affect the delivery of NDIS supports.
  • Use any provided or personal equipment in a safe and responsible manner.
  • Ensure sufficient NDIS funding is available to cover the cost of scheduled supports. If funds are insufficient, participants may be required to cover costs directly.
  • Treat all KindCare Connect Services staff with courtesy, dignity, and respect.
  • Ensure a safe and smoke-free environment for staff during service delivery.
  • Communicate any issues or concerns about service delivery directly and respectfully.
  • Provide at least two full business days’ notice when cancelling a scheduled appointment. Late cancellations may incur a fee in line with the NDIS Pricing Arrangements.
  • Notify us if they intend to end their Service Agreement.
  • Immediately inform KindCare Connect Services if their NDIS plan changes, is replaced, or is suspended.
  • Provide feedback or lodge complaints through the proper channels if dissatisfied with any aspect of the service.
  • Discuss any known risks that could impact support delivery.
  • Request access to any organisational policy or procedure they wish to review.

Policy Outcomes

  • All participants will be fully informed of their rights and responsibilities prior to receiving services, with these details clearly outlined in the Service Agreement.
  • Participants will be supported in a way that respects their autonomy, promotes independence, and safeguards their legal and human rights.
  • A safe and collaborative environment will be fostered for both participants and staff through shared understanding and mutual respect.