NDIS Resources Hub
Your rights, our responsibilities, and how to reach us
CHATS is a family-governed organisation. We value and respect the rights, responsibilities and aspirations of every person we support, and we’re committed to helping every family exercise real choice and control. This hub brings together the information the NDIS asks us to make easy to find.
Your Rights
Our Objectives
Feedback & Complaints
NDIS Code of Conduct
Registration & Privacy
Your Rights
Human rights are the basic entitlements that belong to all of us because we are human beings. CHATS respects and fully commits to upholding the rights of every person we work with, including people with disability — and to making sure you’re supported to exercise them, not just aware of them.
You have the right to access supports that:
- Promote, uphold and respect your legal and human rights.
- Respect your culture, diversity, values and beliefs.
- Respect and protect your dignity and right to privacy.
- Are free from violence, abuse, neglect, exploitation or discrimination.
- Allow you to exercise informed choice and control.
Our Objectives
Our objective is to help people with disability live within the community with a lifestyle of their choice, reflecting the conditions of everyday life valued by the community.
- Provide a service that values every individual and recognises the inherent rights of individuality, dignity and respect, in line with the Universal Declaration of Human Rights and the National Disability Insurance Act.
- Provide needs-based, individualised support to people who meet CHATS' eligibility criteria, helping them lead a life with choice and control.
- Provide a flexible service that responds to the changing needs of the people we support.
- Provide access to opportunities in the community that positively contribute to each person's life.
- Provide an avenue for mutually beneficial connections to be made between people.
Feedback & Complaints
We want to hear from you. Your feedback lets us keep providing high-quality services, so we actively ask for it — and we make sure there are plenty of ways and times for you to tell us what you want or need, and what you think of the job we’re doing.
We’d like your feedback on:
- Quality of care received
- Consistency of services provided
- Support worker performance
- Quality of care received
- Consistency of services provided
- Support worker performance
- Supports that work for you
- What you like and dislike about our services
- Changes you'd like us to make
- No matter what the situation, our team won't react badly to a complaint. You can raise a concern knowing we won't retaliate or treat you differently because of it.
You can raise a concern with us directly, or take it straight to the NDIS Quality and Safeguards Commission — whichever feels right for you.
TALK TO CHATS FIRST
Feedback & complaints form
The fastest way to reach us directly. Every message goes to our clinic management team and gets a response.
Online Form
Complete the Complaints/Feedback Form
Phone
03 9467 2642
INDEPENDENT & CONFIDENTIAL
NDIS Quality and Safeguards Commission
You can also contact the NDIS Commission at any time, including anonymously. A disability advocate can help you for free.
Phone
1800 035 544
NDIS Code of Conduct
1
Respect and freedom
Respect your right to make your own choices about your life and support, even where they differ from what a worker might choose.
2
Privacy
Respect your privacy and keep your personal and health information secure, sharing it only with people who need it to support you.3
Safe, skilled care
Provide supports in a safe and competent way, delivered by staff with the right training and skills.4
Integrity and honesty
Act with integrity, honesty and transparency in every interaction with you and your family.
5
Raise concerns early
Promptly raise and act on anything that could affect the quality or safety of the supports we provide.6
Prevent harm
Take all reasonable steps to prevent and respond to violence, exploitation, neglect or abuse.7
Fair pricing
Never charge, or seek to charge, higher prices for NDIS participants without a clear, reasonable justification.8
Accountability
Key personnel, not just frontline staff, are accountable for upholding the Code across the organisation.Registration, Practice Standards & Privacy
A few things worth knowing about how CHATS operates within the NDIS quality and safeguarding framework.
How we’re held to account
- CHATS operates in line with the NDIS Practice Standards and the NDIS Code of Conduct.
- All staff complete the NDIS Commission's Quality, Safety and You orientation module.
- All staff and contractors are checked through the NDIS Worker Screening Database before working with participants.
- Any reportable incident is escalated internally and, where required, to the NDIS Commission within the required timeframes.
Your privacy
- We store your personal and health information securely and only share it with people who need it to support you.
- We discuss your details privately, and only when it's necessary for your care.
- You can read the full detail in our Privacy Statement, including how to ask us for a copy of your records.