​Rights & responsibilities

As the participant you have the right to:
• Clear communication about the provision of your supports, including the language
used and the mode of communication
• Engage with your support network and chosen community as directed by you
• Appropriate appreciation and support of culture, diversity, values and beliefs
• Respect of your personal privacy and dignity whilst receiving services
• Query what personal information will be collected about you and why it is being
collected, in relation to your services
• Active decision-making and individual choice in the timely provision services
• Sufficient time to consider and review their options and seek advice if required, at any
stage of support provision, including assessment, planning, provision, review and
cessation of services
• Access an advocate (including an independent advocate) of your choosing, that may
also be present while services are provided
• Safety at all times

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What is expected of the Participant?
• Communication with the Service Provider about the supports that you want, and how
you would like to receive them
• Respect and courtesy to the staff working with you
• Communication regarding any concerns or worries associated with your services
• Timely communication if you need to end your service agreement for any reason
• Timely communication if your NDIS plan changes, or if you stop using the NDIS
What is expected of the Provider?
• Provide the services that you have asked for
• Being open and honest about the work that they do
• Explaining things clearly
• Treating you politely and with respect
• Including you in all decisions about your support
• Letting you know what to do if you have a problem or want to complain (see code of
conduct)
• Listening to your feedback and fixing any problems quickly
• Telling you if they want to end the agreement
• Making sure your information is correct and up to date
• Storing your information carefully and making sure it is kept private
• Obeying all the rules and laws that apply
o This includes the National Disability Insurance Scheme Act 2013 and the National
Disability Insurance Scheme Rules
• Providing invoices and statements for your support
• Checking whether GST applies
• Checking that the agreement is working well
o You and the service provider will agree about how often the agreement will be
reviewed

NDIS Cancellation Policy (as per the NDIS Price Guide)

Short Notice Cancellations
Where a provider has a Short Notice Cancellation (or no show), they can claim up to 100% of
the agreed fee associated with the activity from the participant’s plan, subject to the NDIS
Pricing Arrangements and Price Limits and the terms of the service agreement with the
participant.

Short Notice Cancellation – 2 clear business days
This policy typically applies to non-DSW supports where a participant has provided less than
two (2) clear business days’ notice of cancellation for a support, or if a participant does not
show up for a scheduled support within a reasonable time or is not present at the agreed place
within a reasonable time when the provider is travelling to deliver the support.​​

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