Client Handbook

Our mission is to inspire individuals to live enriched and fulfilling lives by promoting independence and delivering exceptional care and support that enhances their overall quality of life.

Our vision is to be a leader in accessibility and inclusivity, providing support that inspires and empowers individuals within our community to pursue their goals and achieve their full potential.

Compassion We believe in showing empathy and kindness in every interaction, recognising the unique challenges each individual faces. We are dedicated to providing care that is both supportive and understanding, ensuring that the people we serve feel valued and heard at all times. Integrity We hold ourselves to the highest standards of honesty and transparency. Our actions are guided by a deep sense of responsibility to those we support, always striving to act ethically and ensure that our services are delivered with trust and accountability. Respect We treat every individual with dignity, honouring their personal choices, needs, and aspirations. We recognise the importance of autonomy and ensure that all individuals are given the respect and consideration they deserve in all aspects of their lives. Diversity We embrace the rich diversity of the individuals we serve and the broader community. We celebrate differences and are committed to creating an inclusive environment where all people, regardless of background or ability, feel supported and empowered to reach their full potential. Innovation We continuously seek new ways to improve the services we provide, fostering a culture of creativity and forward-thinking. We are committed to ensuring that our clients receive the highest quality of care and support, tailored to their unique needs.

Axcess Disability is committed to upholding your rights and ensuring that your needs are met in a way that supports your independence, choice, and control. We are committed to fostering an environment where your rights are not only recognised but actively supported. If you ever feel that your rights are not being respected or that you are not receiving the level of service you deserve, we encourage you to provide feedback or contact us directly to discuss your concerns. We are here to support you and ensure you receive the care and services you need. Respect and Dignity: You should be treated with respect and dignity, free from discrimination, abuse, or neglect. Choice and Control: You have the right to make informed choices about the services and supports you receive, and to be involved in decisions about your care. Information: You are entitled to clear, accessible, and timely information about your services, rights, and responsibilities. Privacy and Confidentiality: Your personal information and support records will be kept confidential and secure, in line with privacy laws. Safe and High-Quality Supports: You have the right to receive safe, effective, and high-quality services delivered by qualified professionals. Involvement in Planning: You have the right to be involved in the planning, development, and review of your services, ensuring they meet your needs. Feedback: You have the right to provide feedback and to have any concerns or complaints addressed in a timely manner. Non-Discrimination: You have the right to receive services without discrimination, regardless of your background, gender, or any other characteristic. Advocacy: You have the right to access independent advocacy services to support your decision-making and ensure your rights are upheld. Safety and Well-being: You have the right to live and receive services in a safe environment, where your well-being is a priority. Timely Communication: You have the right to receive transparent and timely communication about your services and any changes to your plan. For more information on your rights as an NDIS participant, please refer to the NDIS Code of Conduct, the NDIS Quality and Safeguards Commission, and your Service Agreement.

As a valued participant of Axcess Disability, you and your Representative(s) play an important role in ensuring the successful delivery of services. The following outlines the key responsibilities to help maintain a positive, safe, and collaborative environment, ensuring that your needs are met effectively. You and your Representative(s) agree to the following: Respect and Courtesy: Treat all Axcess Disability staff with courtesy and respect, as our staff have the right to a safe and positive workplace. Collaborating for Better Service: Work with Axcess Disability to ensure services meet your needs. Notify us if your goals or needs change, or if you are not satisfied with the outcomes. Updating Information: Inform Axcess Disability of any changes to your contact details, living arrangements, transport needs, health, support plans, or NDIS plan, as these may affect service delivery. Health and Safety: Provide a safe, smoke-free environment for service delivery and follow health and safety policies. Notify us of any risks, including environmental or personal hazards. Violent or unsafe behaviour is not tolerated. Substance-Free Environment: Refrain from being under the influence of alcohol or illicit substances during service delivery. If this occurs, services will be immediately terminated, and management will be notified. Payment for Services: Accept charges for services, and if NDIS funds are exhausted, pay any outstanding fees within 7 days of invoicing. Ending the Agreement: Provide the required notice if you need to end the Service Agreement.

Axcess Disability is committed to providing respectful, high-quality supports tailored to your needs, while maintaining open communication, cultural respect, and privacy. We will continually listen to your feedback, resolve issues promptly, and ensure compliance with all relevant laws and regulations. OUR RESPONSIBILITIES Axcess Disability agrees to the following: Respect and Courtesy: We will treat you and your Representative(s) with courtesy and respect. Open Communication: We will communicate openly and honestly in a timely manner. Collaboration: We will discuss with you and your Representative(s) how best to provide supports and review your services when you ask us. High-Quality Supports: We will provide the agreed safe and high-quality supports that meet your needs at the preferred location and times whenever possible. Cultural Respect: We will respect your cultural values and beliefs. Compliance: We will provide supports in a manner consistent with all relevant laws, including the National Disability Insurance Scheme Act and Rules, and the Australian Consumer Law. Feedback and Issue Resolution: We will listen to your feedback and resolve problems quickly. Accurate Records: We will keep accurate records of the supports provided to you. Privacy Protection: We will protect your privacy and confidential information (refer to our Privacy and Information Management Policy). Invoices and Statements: We will issue regular invoices and statements of the supports delivered to you, if requested. For more details, refer to your Service Agreement.

At Axcess Disability, we deeply value and respect the privacy, confidentiality, and dignity of our clients, their families, and our staff. We are committed to handling personal information in full compliance with all relevant State and Federal privacy laws. We collect only the information necessary for the safe and effective delivery of services. This information is used solely for the purpose it was collected, and we ensure it is securely protected. When we collect your information, we will clearly explain why we are collecting it and how it will be used. Photos or videos of you will only be taken with your explicit and voluntary consent, and any such images will only be shared externally with your permission. Your personal information will only be shared with others or other services with your informed consent, in case of an emergency, or where required or authorised by law. You have the right to access the information we hold about you, including the ability to update or correct it, subject to certain exceptions. If you would like to access your information, please speak with a staff member. When your information is no longer required for the purpose for which it was collected, we will either destroy it or permanently de-identify it. For further details, please refer to our Privacy and Information Management Policy and the Consent to Collect and Share Information section in your Service Agreement. These documents provide additional information about how we manage and protect your personal information.

At Axcess Disability, we value your feedback as it helps us improve and serve you better. Whether it's a complaint, suggestion, or compliment, we encourage you to share your thoughts with us.

Types of Feedback:

Complaints:
If you're dissatisfied with our service and want us to address a problem, we encourage you to submit a complaint so we can work towards a solution.

Suggestions or Compliments:
If you have an idea for improvement or want to share something positive, we’d love to hear your thoughts and feedback.

How You Can Provide Feedback to Us:
Reach out to us through any of the following channels:
Email: management@axcessndis.com
Phone:0488 331 551
Mail: PO Box 3177 Grose Vale NSW 2753

Support for Providing Feedback:
You can have someone assist you in providing feedback, whether it's a friend, family member, staff member, or an advocate from another organisation.

What Happens After You Make a Complaint:
At Axcess Disability, we are committed to resolving complaints ethically, confidentially, fairly, and in a timely manner. We see feedback as an opportunity to enhance our services, strengthen relationships, and improve our community ties.
We handle complaints with strict confidentiality, involving only those who need to help resolve the issue.

Complaint Resolution Timeline:
We aim to resolve complaints within 35 days of receiving them and will keep you updated throughout the process.

Other Organisations You Can Contact:
Although we always strive to resolve your complaint directly, you also have the option to submit your complaint to any of the following external agencies:

NDIS Quality and Safeguards Commission
Phone: 1800 035 544
Web: ndiscommission.gov.au

National Disability Insurance Agency
GPO Box 700 Canberra ACT 2601
Phone: 1300 362 072
TTY: 1800 555 677 then ask for 1800 800 110
Email: feedback@ndis.gov.au

Disability Advocacy NSW
Suite 1, Level 2 Devonshire House, 408 King St Newcastle West NSW 2302
Phone: 1300 365 085
Email: da@da.org.au
Web: www.da.org.au

Multicultural Disability Advocacy Association (MDAA)
10-12 Hutchinson St, Granville NSW 2142
PO Box 884 Granville NSW 2142
Phone: (02) 9891 6400
Toll Free Phone: 1800 629 072
Email: mdaa@mdaa.org.au
Web: www.mdaa.org.au

Disability advocacy promotes, protects and supports a person's human rights.
Advocacy organisations can support you to make sure you are not discriminated against and are treated equally and respectfully by others.

PWDA – People with Disability Australia:

Multicultural Disability Advocacy Association:

Disability Advocacy NSW:

Suite 1, Level 2 Devonshire House, 408 King St Newcastle West NSW 2302
Phone: 1300 365 085
Email: da@da.org.au
Web: www.da.org.au

Alternatively, you can use the Disability Advocacy Finder, which is available online at www.askizzy.org.au/disability-advocacy-finder.

Axcess Disability is dedicated to keeping you informed and will promptly notify you of any changes to your services, providing a practical solution for your consideration. Our team will collaborate with you to identify the best way forward, ensuring that any adjustments made do not negatively impact the quality or continuity of the services you receive. In the event that changes or interruptions are unavoidable, such as worker illness, family emergencies, vehicle breakdowns, natural disasters, or extreme weather conditions, we will provide clear and transparent communication. We will explain the alternative arrangements in detail and work with you to ensure that these adjustments are agreed upon and meet your needs in the best possible way. Our priority is always to ensure that your support remains consistent, and any disruptions are managed with minimal impact.