Safety — your rights
You have the right to feel safe and to receive good quality Support Coordination and Connection Services. If you feel let down, unsafe, or failed by an NDIS provider — including Felix SCC — it is always okay to speak up.
Find an advocate
Let down, feeling unsafe, or failed by an NDIS provider
Sometimes organisations and individuals, including the NDIS, make genuine mistakes, or they have been unable to explain clearly why a particular course of action was necessary — whether that is funding restrictions, circumstances outside their control, or NDIS requirements and process.
Sometimes information and advice in public forums (for example Facebook) may be out of date or incorrect. Felix SCC aims to be open, honest, and transparent. We recognise that independent advocacy services can offer support and advice without any perception of a conflict of interest.
Support coordinators cannot use NDIS funding for advocacy, but we will gather the evidence needed for any change of situation for the people we serve.
Independent advocacy services are listed on the NDIS Commission website: Find an advocate. You can also speak with your support coordinator for further information.
Understanding complaints with the NDIS Commission
The NDIS Quality and Safeguards Commission is an independent agency established by federal law to improve the quality and safety of NDIS supports and services.
The Commission’s role is to:
- regulate NDIS providers
- provide national consistency
- promote safety and quality services
- resolve problems and identify areas for improvement
The NDIS Quality and Safeguards Commissioner has the discretion to impose specific conditions on any NDIS provider if services are of poor quality. See ndiscommission.gov.au.
Making a complaint to the NDIS Commission
If your complaint is about your NDIS plan or the planning process, in any state or territory, please contact the National Disability Insurance Agency. Your family or friends can talk to the NDIS on your behalf. Their service is free and independent.
The NDIS will need to know who is involved, what you are not happy about, what you want to happen, and some information about you. With this information, the NDIS will work with you and your NDIS provider to resolve your complaint.
The NDIS Commission recommends that you call their complaints line directly on 1800 035 544. Even if you are not sure yet whether you want to make a complaint, they can provide advice and information to help you decide.
There are many ways to make a complaint to the NDIS Quality and Safeguards Commission:
- Call them on 1800 035 544
- Use TTY on 133 677
- Use the National Relay Service and ask for 1800 035 544
- Use an interpreter
You can also use Felix SCC’s complaints and feedback process. You do not have to complain to us first.
Choice and control in your life
The NDIS is about your choice and control when accessing supports. Felix SCC promotes choice and control and listens carefully so we understand your needs and wishes.
A coordinator will meet you and, where you want them involved, your family or carer, so we can gather the information needed to support your plan. We then share information about opportunities to try new experiences, connect with community, develop skills to live independently, form friendships, and live a fulfilling life.
We listen and work with you and the people who are important in your life to develop person-centred, flexible Support Coordination and Connection Services that work for you. We coordinate and connect — we do not provide support workers.
The NDIS Quality and Safeguards Commission
The Commission is an independent agency established to improve the quality and safety of NDIS supports and services. It has powers under the NDIS Act 2013.
The NDIS Code of Conduct
This Code applies to all NDIS providers under the National Disability Insurance Scheme Act 2013. It requires workers and providers who deliver NDIS supports to:
- act with respect for individual rights to freedom of expression, self-determination, and decision-making
- respect the privacy of people with disability
Felix SCC’s commitment is set out on our NDIS Code of Conduct page. Further information is on the NDIS Commission Code of Conduct page.
Your right to be safe — always
You have the right to feel safe and receive good quality service from your providers. There are rules for registered NDIS providers to make sure this happens.
If you feel unsafe or unhappy with the services you are receiving from Felix SCC — or any other registered or unregistered provider — it is always okay to speak up.
As an NDIS provider, Felix SCC is obliged, as part of NDIS registration requirements, to report incidents to the NDIS Commission in certain circumstances.
Why providers have to report incidents
Felix SCC must record and manage incidents so that:
- you are immediately safe
- you receive a quality service
- your rights are protected
- we improve our services all the time
- we comply with NDIS registration requirements
We must record and manage all incidents in our own system. We must also tell the NDIS Commission about reportable incidents. Working together, we may also need to tell other organisations — this might include the police or other protective services.
Felix SCC will remain open and transparent with participants and stakeholders so your safety is not compromised. See our safeguarding page, and the NDIS Commission’s incident management and reportable incidents information.
If someone is in immediate danger, call 000. Crisis support: Lifeline 13 11 14.