Rollout of the NDIS Quality and Safeguards Commission – what it means for you

Rollout of the NDIS Quality and Safeguards Commission – what it means for you

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From 1 December 2020, the NDIS Quality and Safeguards Commission (the Commission) will commence operating in Western Australia (WA). We’ve been working hard to ensure we meet all of the Commission’s requirements.

What is the NDIS Quality and Safeguards Commission?

The Commission is an independent agency that was established to improve the quality and safety of NDIS supports and services.

The Commission works with NDIS participants, service providers (like Activ), workers and the community to implement a new nationally consistent approach, so that NDIS participants across Australia can access services and supports that promote choice, control and dignity.

Part of the Commission’s role is to focus on education and development for NDIS providers, enabling organisations like Activ to grow and strengthen our services for people living with disability.

How is the NDIS Quality and Safeguards Commission different to the NDIA?

The Commission is independent of the National Disability Insurance Agency (NDIA).

The Commission was established to improve the quality and safety of NDIS supports and services, whereas the NDIA is the agency that administers the NDIS by providing individualised plans and support to people living with disability.

How is the NDIS Quality and Safeguards Commission different to the Disability Royal Commission?

The Disability Royal Commission is separate from the NDIS Commission, and has been established by the Australian government to enquire into the abuse, neglect, exploitation of and violence against people living with disability. Based on the royal commission’s findings, they will make recommendations for long-term change to the Australian government.

The NDIS Commission will continue to operate during the period that the Disability Royal Commission is carried out.

Submissions to the Disability Royal Commission and complaints to the NDIS Commission can be made about the same issue.

What has Activ done to prepare for the rollout of the NDIS Quality and Safeguards Commission?

Being compliant with the Commission requirements will ensure that Activ can continue to operate and support our customers to greater independence.

To ensure Activ meets the Commission requirements, a project team has been established and a range of preparatory work has taken place over the past two years. This work includes reviewing how we support our customers and the systems we use to enhance customer experience.

We have also worked to ensure that all staff have the tools they need to understand their responsibilities, under the NDIS Code of Conduct and NDIS Practice Standards.

What does this mean for our customers and their families?

The Commission handles complaints about the quality and safety of NDIS supports and services. It is important to know that there will be no changes to services due to the rollout of the Commission in WA.

If you have a concern about your current services, it is important that you talk about it. Complaints and feedback can help providers like Activ to understand what is important to people living with disability and improve the quality of services they provide.

Under the Commission, complaints can be made in two different ways:

1. Direct to Activ (or the relevant service provider)

Any feedback or complaint raised to Activ is private, and is only shared with those who need to be involved.

All complaints made to Activ are investigated, and feedback is provided to you.

To make a complaint in person/verbally:

  • Speak to your support worker or team leader
  • Call our complaints team on 08 9387 0555

To make a complaint in writing:

2. To the NDIS Quality and Safeguards Commission

Sometimes there are limits to what we can do. From 1 December 2020, if you feel that Activ’s investigation findings and resolution are unreasonable, you can raise a complaint externally with the Commission via:

  • Telephone: 1800 035 544 (free call from landlines)
  • TTY Telephone: 133 677
  • Translating and Interpreting Service: 131 450
  • National Relay Service: internet-relay.nrscall.gov.au and ask for 1800 035 544
  • Website: https://www.ndiscommission.gov.au/about/complaints
  • Mail: PO Box 210, Penrith NSW 2750

The Commission will arrange a time to talk to you to understand your concerns, and work with you and the provider to resolve the complaint.

The Commission may decide an issue raised in a complaint is better dealt with through compliance action, including an investigation. This may include complaints regarding allegations of abuse, assault or neglect. Unlawful conduct and criminal matters will be referred to the appropriate police authorities in each state, and the Commission will continue to handle the non-criminal elements of the complaint.

For more information on the NDIS Quality and Safeguards Commission, visit their website: https://www.ndiscommission.gov.au/

For information about the NDIS Quality and Safeguards Commission in Easy Read, see the below articles: