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Conflict of Interest Management
How we make sure our decisions stay fair, transparent and centred on you.
Sometimes personal or business interests can overlap with professional roles — this is called a conflict of interest. These situations aren’t always a problem, but it’s important that they’re identified early and managed properly so that every decision remains fair, transparent and focused on your best interests.
We manage conflicts of interest by:
- Being transparent — our team must declare any situation that could influence their professional judgement.
- Keeping records — all conflicts of interest, gifts or benefits are documented and reviewed by our Director.
- Protecting your choice and control — participants, families and carers are always supported to make independent, informed decisions without pressure or bias.
- Avoiding personal gain — staff must not accept gifts or benefits that could affect the fairness of our services.
You can trust that our recommendations, supports and advice are based solely on your goals, needs and preferences — never on personal interest or advantage.
If you ever have questions about how we manage conflicts of interest, please reach out. We’re always happy to explain how we keep our services fair and transparent.
Safeguarding and Duty of Care
How we create safe, respectful environments and act quickly if concerns arise.
Your safety and wellbeing always come first. We take our duty of care seriously and work in ways that protect your rights, dignity and autonomy at every step.
Safeguarding is about creating environments where people feel safe, respected and supported — whether we’re working with you at home, in the community or online. Our team is trained in trauma-informed, evidence-based practice, and we take time to understand your needs, communication style and comfort levels so that your support experience feels predictable, transparent and never rushed.
We do this by:
- Building safe, respectful environments that are grounded in trauma-informed, evidence-based practice.
- Taking time to understand your needs, communication preferences and comfort levels.
- Creating predictable, transparent support experiences that never feel rushed.
- Acting quickly and responsibly if we have concerns about your safety or the safety of others.
- Checking in and adjusting supports when needed, and involving your nominated supports where appropriate.
- Following required reporting processes in situations where safety is at risk.
- Treating you with honesty, compassion and respect throughout any safety conversation.
- Working together to understand risks, support informed decision-making and honour your independence and dignity of risk.
If you ever feel unsafe, uncertain or worried — tell us. We’ll listen, take your concerns seriously and respond in a way that centres your wellbeing.
Risk, Incidents and Reporting
What happens when something goes wrong — and how we keep you informed and protected.
We are committed to responding to risks and incidents in a way that is transparent, timely and focused on your safety. If something unexpected happens during support — or if you share a concern with us — we follow clear procedures to make sure the situation is managed respectfully and in line with the NDIS Practice Standards.
When an incident occurs, we will:
- check in with you to ensure you’re safe
- listen carefully to understand what happened
- take steps to prevent further harm
- document what occurred
- keep you informed about any follow-up actions
Some events require us to notify the NDIS Quality and Safeguards Commission. If this is needed, we will explain what information is being reported and why. You will never be left in the dark about decisions that affect you.
We encourage you, your family or your supports to tell us about any incident, near-miss, safety concern or change in circumstances. Raising concerns early helps us respond quickly and keep everyone safe.
If you’d like to know more about how we manage incidents or reporting requirements, we’re always happy to talk through the process.