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Rights, Privacy & Feedback

This page explains how Support Coordination SA protects your rights, privacy, and wellbeing. It includes our feedback and complaints process, code of conduct, and other key policies that guide how we deliver respectful, transparent, and participant-centred support.

Complaints & Feedback Policy

At Support Coordination SA, we welcome feedback and see it as an important way to improve our services. You have the right to give feedback or make a complaint at any time, and you can be assured that it will be handled fairly, respectfully, and confidentially.

We want all participants, families, and stakeholders to feel safe and supported when providing feedback. Raising a concern will never affect the supports you receive.

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Our Principles

  • Accessibility: You will always be informed about your right to make a complaint and the ways you can do this.

  • Transparency: We will acknowledge complaints within 2 business days and aim to resolve them within 10 business days where possible.

  • Fairness: Everyone involved will have the chance to be heard.

  • Improvement: All feedback and complaints help us strengthen the quality of our services.

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How We Handle Complaints

  1. Informing Participants: You will receive a link to this policy and information about your rights when you start with us.

  2. Lodging a Complaint: You can share feedback verbally, in writing, or through a representative.

  3. Acknowledgement: We will confirm we have received your complaint within 2 business days.

  4. Investigation: Your concerns will be reviewed respectfully and impartially.

  5. Resolution: We will share a proposed outcome with you within 10 business days.

  6. External Options: If you are not satisfied, you can contact:

    • NDIS Quality and Safeguards Commission: 1800 035 544

    • An independent advocate of your choice

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Recordkeeping

We keep a secure Complaints Register that records the nature of complaints, response timeframes, and actions taken. All records are kept confidential.

Continuous Improvement

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We regularly review complaints and feedback to identify patterns and make service improvements.

Rights and Responsibilities Policy

At Support Coordination SA, we are committed to providing services that respect your dignity, independence, privacy, and right to make your own decisions. All supports are delivered fairly, safely, and in line with the NDIS Code of Conduct and NDIS Practice Standards. 

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Our Commitment

We will always:

  • Respect and protect your human rights.

  • Deliver services with dignity, fairness, and cultural sensitivity.

  • Support your right to choice and control over your life and supports.

  • Partner with you in planning, implementing, and reviewing your supports.

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Your Rights

As a participant, you have the right to:

  • Be treated with respect, dignity, and fairness at all times.

  • Access safe, inclusive, and non-discriminatory services.

  • Make your own choices and decisions about your life and supports.

  • Receive information in a way you can understand to make informed decisions.

  • Have your privacy and personal information protected.

  • Receive supports that build independence and maximise your capacity.

  • Access culturally and linguistically appropriate supports.

  • Provide feedback or make complaints without fear of reprisal.

  • Be supported by an advocate of your choice.

  • Be free from abuse, neglect, violence, and exploitation.

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Your Responsibilities

As a participant (or through your representative), you are expected to:

  • Treat staff, service providers, and others with respect.

  • Provide accurate and up-to-date information relevant to your supports.

  • Communicate any changes in your circumstances that may affect your supports.

  • Work cooperatively with Support Coordination SA in a safe and respectful way.

  • Notify us if you are unable to attend scheduled appointments.

  • Raise concerns or issues constructively and as early as possible.

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How We Put This Into Practice

  • You will be informed of your rights and responsibilities when you join Support Coordination.

  • Your rights are reinforced through service planning, reviews, and everyday interactions.

  • Our policies and practices are built on dignity, respect, and participant empowerment.

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Continuous Improvement

This policy is reviewed every year (or earlier if needed due to changes in law or practice). We use participant feedback and complaints to improve how we protect and promote your rights.

Privacy & Confidentiality Statement

At Support Coordination SA (SCSA), we respect your privacy and take the protection of your personal information very seriously.

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What information do we collect?
We collect only the information we need to provide you with the best possible support. This may include your name, contact details, health and support needs, and information about your goals and services.

 

How do we use your information?
We use your information to:

  • Help you plan and coordinate your supports

  • Work with other service providers when needed (with your permission)

  • Meet our legal and NDIS requirements

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Who can see your information?
Your information is kept confidential and only shared:

  • With you and people you trust (like family or carers)

  • With other services when needed to support you (and only if you agree)

  • When the law requires us to share information for your safety or the safety of others

 

How do we keep your information safe?
We store your information securely, both on paper and electronically, and only authorised staff can access it.

 

Your rights:

  • You can ask to see your information at any time.

  • You can ask us to correct anything that is wrong.

  • You can tell us if you do not want us to share certain information.

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If you have any questions about your privacy or how we handle your information, please ask your Support Coordinator or contact us.

Code of Conduct Statement

We follow the NDIS Code of Conduct to make sure you feel safe, respected and well-supported at all times.

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Here’s what you can expect from us

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Respect and Fairness

  • We will treat you with respect, dignity and kindness.

  • We listen to you and value your choices and culture.

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Your Safety Comes First

  • We will always act in ways that keep you safe and protect you from harm.

  • We report any unsafe or abusive behaviour straight away.

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Professional and Honest Support

  • We do our job with care, honesty and professionalism.

  • We will not take advantage of you in any way.

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Your Rights Matter

  • We respect your privacy and keep your information safe and confidential.

  • We only share your information if you say it’s okay, or if the law requires it to keep you or others safe.

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Helping You Have Your Say

  • We encourage you to speak up if something isn’t right.

  • We help you make complaints or give feedback without fear of getting in trouble.

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High-Quality Services

  • We do our best to provide good support that meets your needs.

  • We keep learning and improving so we can serve you better.

 

If you ever feel these promises are not being kept, please tell us.

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