Rights and Safeguarding

Safe, respectful and high-quality support

We follow the NDIS Practice Standards and the NDIS Code of Conduct.

These rules explain how NDIS providers and workers must deliver safe and good-quality supports.

From 1 July 2026, new Practice Standards apply to Supported Independent Living, also called SIL.

The new SIL Practice Standards focus on four important areas.

1. You make decisions about your life

You have the right to make decisions about:

  • your home

  • your daily routine

  • your support

  • who supports you

  • who you live with

  • your relationships

  • your goals

  • activities in your community.

We will:

  • listen to you

  • communicate in a way you understand

  • give you enough time to make decisions

  • explain your choices, including possible benefits and risks

  • involve your chosen family member, advocate or supporter when you want us to

  • respect your culture, beliefs, identity and communication needs.

We will support you to make decisions.

We will not make decisions for you unless the law allows an authorised person to do this.

2. You have the right to feel safe

Your home should be a safe and respectful place.

You have the right to be protected from:

  • violence

  • abuse

  • neglect

  • exploitation

  • bullying

  • intimidation

  • discrimination

  • conflict and avoidable harm.

Our workers are trained to recognise and respond to safety concerns.

We will:

  • listen when you tell us something is wrong

  • act quickly when there is a safety concern

  • report and manage incidents

  • help resolve conflict in your home

  • support safe and respectful relationships

  • help you stay connected with family, friends and your community

  • respect your right to make choices and take reasonable risks.

You can raise a concern or make a complaint without being punished or treated differently.

If you are in immediate danger, call Triple Zero on 000.

3. Skilled and well-supported workers

Your workers must have the right skills, knowledge and training.

Workers must understand that the place where they work is first and foremost your home.

Our workers receive training and support in areas such as:

  • person-centred support

  • supported decision-making

  • active support

  • trauma-informed support

  • positive behaviour support

  • cultural safety

  • preventing and responding to abuse, neglect and conflict

  • emergency and disaster procedures

  • your individual support needs.

We supervise workers and check that they are competent.

We use feedback, incidents, records and reviews to improve our services.

We will also involve you in decisions about your workers and your home wherever possible.

4. Your housing and support agreements

Your housing and your SIL support are not the same thing.

If we provide both your housing and your SIL support, you will receive:

  • a separate tenancy or housing agreement

  • a separate SIL service agreement.

We will explain both agreements in a way you understand.

You have the right to:

  • receive a copy of your agreements

  • understand your rent, support costs and responsibilities

  • ask questions before signing

  • get independent advocacy or legal advice

  • raise concerns without fear

  • be involved in decisions about shared areas

  • have visitors

  • have privacy in your bedroom and personal spaces

  • access your home and belongings

  • understand notice periods and exit arrangements

  • ask to change your SIL provider.

Changing your SIL provider should not automatically mean that you lose your home.

We identify and manage any conflict of interest that may arise when the same organisation provides both housing and support.

Choosing who you live with

You should be involved in decisions about who lives in your home.

Before a new person moves into a shared home, we will consider:

  • your views

  • your safety

  • your support needs

  • your communication needs

  • your routines and preferences

  • whether the household members are a suitable match.

We will not ignore your concerns about another person moving into your home.

Emergency planning

We have plans for emergencies and disasters.

This may include:

  • fire

  • flood

  • power failure

  • extreme weather

  • medical emergencies

  • infectious illness

  • situations where workers cannot attend.

We will involve you in preparing your emergency plan.

Plans will consider your individual communication, mobility, health, medication and support needs.

Emergency procedures will be practised and reviewed.

Your privacy and dignity

We will:

  • knock before entering your private space

  • ask for consent before providing support

  • keep your information private

  • respect your belongings

  • support your personal relationships

  • respect your culture, beliefs, sexuality and identity

  • provide support in a dignified way.

Any restriction on your movement, belongings or choices must be lawful and properly authorised. Where a regulated restrictive practice is used, it must be included in an approved behaviour support plan and used in the least restrictive way.

Tell us what you think

You can:

  • give us feedback

  • make a complaint

  • ask someone you trust to help you

  • use an advocate

  • contact the NDIS Quality and Safeguards Commission.

Making a complaint will not affect your support.

Contact our organisation

Phone: 0427 214 661

Email: info@happytohelpcs.com.au

Online complaint form: https://happytohelpcs.com.au/feedback-form

Contact the NDIS Quality and Safeguards Commission

Phone: 1800 035 544 TTY: 133 677 National Relay Service: relayservice.gov.au

You can ask for an interpreter.

Our commitment

We are committed to:

  • your rights

  • your safety

  • your choices

  • your independence

  • reliable and consistent support

  • skilled workers

  • honest and transparent services

  • listening and continuously improving.

We want you to feel safe, respected and in control in your home.