Your rights as a participant
At Banksia Care, your rights are not a policy footnote. They are the foundation of every conversation, every plan, and every moment of support we provide.
How we see you
We started Banksia Care because we believe support should feel like support — not surveillance, not charity, and not a system telling you what you need. You bring the knowledge of your own life, your preferences, your rhythms, and your goals. We bring the practical help to make those things possible.
Choice, autonomy, and dignity are not aspirational values we display on a wall. They are the standard we hold ourselves to every single day. When something falls short of that standard, we want to know — and we will act.
This page exists so you always know what you are entitled to, who you can turn to, and how to raise a concern without fear.
NDIS Code of Conduct
The NDIS Code of Conduct sets the minimum standard for all registered NDIS providers and workers. At Banksia Care, it is our baseline — not our ceiling.
Every interaction — whether it is a support session, a phone call, or a planning conversation — will be conducted with genuine respect for who you are. We do not make assumptions about your capacity, your preferences, or your life.
Your personal information, your health details, and the contents of your NDIS plan are yours. We collect only what we need, store it securely, and never share it without your informed consent — except where required by law.
We recognise that culture, language, spirituality, and identity shape how people experience support. Our team is committed to culturally safe practice, and we actively seek to understand and honour what matters to you.
We will communicate in the way that works best for you — whether that is plain language, visual supports, AAC, a preferred language, or through a trusted person. You should never have to decode jargon or feel rushed in a conversation with us.
All Banksia Care support workers hold current NDIS Worker Screening clearances and relevant qualifications. Our leadership team maintains ongoing professional development and is accountable to the NDIS Quality and Safeguards Commission.
You have an absolute right to be safe. Any form of abuse, neglect, exploitation, or unlawful restraint is a serious breach of the Code and will be reported, investigated, and acted upon without exception.
Your right to make decisions
Banksia Care operates from a neuro-affirming philosophy. This means we recognise that there is no single correct way to think, communicate, move through the world, or structure a day. Your routines, your preferences, and your way of doing things are valid — full stop.
Our role is to facilitate, not to direct. If you want to change your support arrangements, adjust your schedule, try something new, or simply do things differently, we are here to make that happen. We will never pressure you toward a particular outcome because it is easier for us, or because it fits a template.
We also recognise that decision-making support looks different for everyone. Some participants want detailed information before making a choice. Others want a trusted person involved. Some prefer to try things and adjust as they go. All of these approaches are legitimate, and we will follow your lead.
If you ever feel that your choices are being overridden, minimised, or ignored — by anyone at Banksia Care — please tell us. That is not the support we are here to provide.
Raising concerns and feedback
We have a straightforward, transparent process for raising a concern or making a complaint. It is designed to be low-stress, confidential, and genuinely useful — not a bureaucratic exercise.
The simplest path is often a direct conversation. You can raise a concern with your support worker, your coordinator, or our administration office at any time. We will listen without defensiveness and respond promptly.
If you prefer to put something in writing, you can use our contact form or email our administration team. Written concerns are logged, acknowledged within two business days, and followed up with a clear response and any actions taken.
If you are not satisfied with our response, or if you prefer to raise a concern externally from the outset, you have the right to contact the NDIS Quality and Safeguards Commission directly. Their complaints process is free, confidential, and independent of Banksia Care.
Making a complaint will never affect your ongoing service, your relationship with our team, or any future support you receive from Banksia Care. We mean that without qualification.
Independent advocacy
Independent advocates work for you, not for us. They are funded by the government separately from your NDIS plan, which means accessing advocacy support costs you nothing and does not reduce your plan funding in any way.
Free, independent advocacy for people with disability across NSW, including the Macarthur and Camden region. Advocates can support you to understand your rights, navigate the NDIS, and resolve disputes with providers.
Visit Disability Advocacy NSWA national disability rights and advocacy organisation led by and for people with disability. PWDA provides individual advocacy, systemic advocacy, and peer support for NDIS and human rights matters.
Visit PWDAThe Department of Social Services maintains a national directory of funded disability advocacy organisations. Use the finder to locate an independent advocate in your local area.
Find an advocate near youThe Older Persons Advocacy Network provides free, independent advocacy for older people receiving or seeking aged care services. Available in all states and territories. Phone: 1800 700 600.
Visit OPANThis page provides general information about participant rights under the NDIS Code of Conduct and relevant legislation. It does not constitute legal advice. For specific legal matters, please seek independent legal counsel or contact an advocacy organisation listed above.
