Participant Rights and Responsibilities.
You have the right to be heard, make informed choices and receive respectful support. We explain your rights and responsibilities in a way you understand.
Your responsibilities.
We ask you, or the person you choose to assist you, to:
- Tell us how you would like to be supported and take part in planning and reviewing your supports.
- Provide relevant information and let us know about changes to your needs, contact details, plan or funding.
- Treat workers and others with courtesy and respect.
- Tell us about hazards or risks and work with us to maintain a safe environment. Use equipment as agreed.
- Discuss your service agreement, fees, cancellations and notice requirements with us, and follow the terms you have agreed to.
- Raise questions or concerns so we can respond and review your support.
Ask us if you need help understanding or meeting these responsibilities. They do not remove your right to make choices, give feedback or raise a complaint.
Referral and intake informationYour rights.
- You can ask questions, seek more information and take part in decisions about your supports.
- Your goals, routines, communication preferences, culture and identity guide how we plan support with you.
- You can involve a family member, friend, chosen representative or independent advocate.
- You can ask about different options or tell us when something is not working for you.
- You can expect respectful support that protects your privacy and dignity, and respects your culture, values and beliefs.
- You have the right to support free from violence, abuse, neglect, exploitation and discrimination.
- You can give feedback, make a complaint and have your concerns addressed fairly.
Independent advocacy
An advocate can help you understand your options, express your views and raise a concern. Tell us if you would like help finding an independent advocacy service.
Find information about independent advocacy
Support Coordination and provider choice
You can choose providers outside 24/7 Support Australia. You do not have to use our other services to receive Support Coordination from us. We discuss options and potential conflicts of interest so you can make an informed decision.
Consent, privacy and your information.
We explain what information is needed, why it is collected and how it will be used. We seek informed consent where required and share only relevant information with authorised people, with consent or another lawful basis.
If you are referring or making decisions for someone else, we discuss their involvement, consent and your authority to act. You can ask questions about consent or discuss changing or withdrawing it, including any effect this may have on support arrangements.
Photos, audio and video require separate discussion and consent. Agreeing to services does not mean you must agree to publicity.
Accessing or correcting your information
To request access to or correction of your personal information, email admin@247supportaustralia.com.au or call our team for help with an accessible request. We check identity and any representative’s authority.
Our policy provides for a prompt response, ordinarily within 30 calendar days, subject to applicable legal requirements. If access is lawfully refused, we explain the reason and available complaint options.
Feedback, compliments and complaints.
You can give feedback or raise a complaint before, during or after receiving services. You can speak with our team, ask to speak with management, write to us or ask for help to provide your feedback.
A family member, chosen representative or advocate can support you. Tell us your preferred way to communicate and whether you need an interpreter, assistance or information in another format.
What happens when you raise a concern?
We listen, clarify what happened and the outcome you are seeking, consider any immediate safety concerns, and arrange appropriate follow-up or investigation. We use feedback to improve our services.
Contact the NDIS Commission directly
You can contact the NDIS Quality and Safeguards Commission about an NDIS provider or worker. You do not need to use our process first. The Commission accepts anonymous or confidential complaints and can explain communication and interpreting options.
Call the NDIS Commission on 1800 035 544
Report an issue or make a complaint to the NDIS Commission
When your needs or supports change.
Tell us if your goals, needs, contact details or preferred support arrangements change. We can discuss a review of your support plan and agreements.
If you want to change providers, pause support or leave our service, contact us to discuss the notice terms in your service agreement and a safe transition. Relevant information is shared with consent or other lawful authority.
Information in a way that works for you
Ask for help understanding our information, Easy Read resources, an interpreter or another suitable format. We can discuss what is available and how to support your communication needs.
This page summarises our Participant Rights and Responsibilities Policy and related procedures. You can ask us for the relevant policy, participant handbook, welcome documents or forms.
Ask about your rights or supports