Our Policies

Enhanced Life Occupational Therapy Pty Ltd and Enhanced Life Support Services

At Enhanced Life Occupational Therapy Pty Ltd, we are committed to protecting the privacy and confidentiality of all individuals who engage with our services. This policy outlines how we collect, use, store, and protect your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. Collection of Information

We collect personal, health, and financial information that is necessary for the assessment, planning, delivery, and billing of our Occupational Therapy services. This may include the participant’s name, date of birth, NDIS number, and contact details, as well as relevant medical and developmental history, reports or assessments from other professionals, family or caregiver details and any other information you deem relevant to providing therapeutic support to the participant. This information is primarily collected directly from you. In some cases, we may also collect it from other service providers with your authorisation.

2. Use of Information

The information we collect is used to deliver high-quality, individualised therapy services tailored to the participants needs. It also allows us to communicate effectively with families, educators, and healthcare providers where consent is provided, and to manage appointments, billing, and payment processing. We may also use this information to meet clinical, legal, and funding obligations, such as those set out by the NDIS. Your personal information will not be used for purposes unrelated to your care without your consent, unless required by law.

3. Storage and Security of Information

All personal, health, and financial information is stored securely within encrypted, password-protected systems. Our security measures include the use of secure clinical software, encrypted digital storage, and limiting access to authorised Enhanced Life OT staff only. We provide ongoing training to staff to ensure they understand and comply with privacy, confidentiality, and data protection responsibilities. In addition, we regularly monitor our systems and maintain secure communication practices. All records are retained in accordance with Australian privacy and healthcare regulations.

4. Participant Consent

Consent for the collection, use, storage, and sharing of personal and health information is obtained through our service agreement process. This agreement is signed by the participant’s parent or legal guardian prior to the commencement of services. By signing the service agreement, the parent/carer gives informed consent for Enhanced Life Occupational Therapy Pty Ltd to collect relevant personal and sensitive information and, where appropriate, to share this information with professionals involved in the participant’s care—such as educators, healthcare providers, or support coordinators. This consent includes agreement to use information for therapy planning, documentation, billing, and reporting purposes. Families retain the right to withdraw or amend their consent at any time by notifying us in writing.

5. NDIS Privacy Provisions

As a service provider under the National Disability Insurance Scheme (NDIS), Enhanced Life Occupational Therapy Pty Ltd adheres to additional privacy obligations outlined by the NDIS Quality and Safeguards Commission. We are required to protect your personal and sensitive information in line with the NDIS Practice Standards and the NDIS Code of Conduct. This includes maintaining clear records of informed consent, ensuring the secure storage and use of participant data, and only sharing information with relevant third parties when legally required or where permission has been explicitly granted. We are committed to upholding the rights of NDIS participants to access, correct, and control their personal information. All staff are trained in NDIS-specific privacy responsibilities, and we regularly review our procedures to ensure compliance with evolving NDIS requirements. Where required, we cooperate with audits and reporting obligations under the NDIS framework while prioritising participant confidentiality and dignity.

6. Accessing and Updating Your Information

You are entitled to request access to your own or your child’s personal information and may ask for corrections if any details are inaccurate or out of date. These requests should be made in writing to our administration team.

7. Information Sharing

We will only share your personal or health information with other professionals—such as educators, medical teams, or support coordinators—if we have your informed consent, unless we are legally required to disclose this information.

8. Feedback or Privacy Concerns

If you have any questions or concerns regarding your privacy, you are encouraged to contact us via email at admin@enhancedlifeot.com.au or by phone on (+61) 493 772 088. Should your concerns remain unresolved, you may contact the Office of the Australian Information Commissioner (OAIC) by visiting www.oaic.gov.au or by calling 1300 363 992.

Enhanced Life Occupational Therapy Pty Ltd and Enhanced Life Support Services

1. Policy Purpose

The purpose of this policy is to ensure that Enhanced Life Occupational Therapy and Enhanced Life Support Services (the Organisation) provides a safe, supportive, and respectful environment for all children and young people. We are committed to protecting children from harm, abuse, neglect, and exploitation, and to embedding child safety in all aspects of our work.

2. Scope

This policy applies to all:

• Employees (Occupational Therapists, Allied Health Assistants, Disability Support Workers and Administration staff)

• Contractors and volunteers

• Students and trainees

• Any other person engaged by the Organisation who works with children or young people

This policy covers all environments where services are delivered, including but not limited to homes, schools, community locations, and during transport.

3. Key Principles

The Organisation commits to the following safeguarding principles:

• Respect and inclusion — children have the right to feel safe, respected, and included regardless of their abilities, backgrounds, or circumstances.

• Empowerment — children and families are encouraged to speak up and be involved in decisions affecting their safety.

• Transparency and accountability — all staff are responsible for maintaining child-safe practices and will follow the organisations reporting policies and procedures in a timely manner.

• Person-centred care — children are at the centre of the Organisations focus and their safety goes into all decision-making processes.

4. Responsibilities

Organisation (Employer)

• Provide and maintain child-safe policies and practices.

• Ensure compliance with NSW Child Safe Standards and NDIS Practice Standards.

• Provide child safety training for all staff.

• Maintain a safe recruitment process, including Working With Children Checks (WWCC), National Police Checks and NDIS Worker Screening Checks.

Employees (Occupational Therapists, Allied Health Assistants, Disability Support Workers and Administration staff)

• Always act in the best interests of children.

• Maintain appropriate professional boundaries.

• Never engage in behaviour that could be considered abusive, exploitative, or unsafe.

• Report any child safety concerns immediately.

• Follow mandatory reporting obligations under NSW child protection laws.

5. Safe Practices

• Staff must never be alone with a child in a closed or isolated space unless required for therapy and approved by a parent/carer.

• Transporting children must follow strict safety and insurance requirements, with parental consent.

• Any physical contact must always be respectful, necessary for care/therapy, and in line with professional guidelines.

• Use of technology (photos, videos, telehealth) must follow privacy and consent protocols.

• Therapy resources and activities must be safe, inclusive, and appropriate for the child’s age and abilities.

6. Responding to Concerns

Immediate Response

• If a child is in immediate danger, call 000.

• Ensure the child is safe from further harm.

Reporting Obligations

• All staff must report any suspected abuse, neglect, or risk of significant harm to their supervisor and, if required, to the NSW Department of Communities and Justice (DCJ) Child Protection Helpline.

• Mandatory reporter obligations apply to all of the organisation's employees, who must report risk or incidents of significant harm. This includes, but is not limited to, acts of physical violence, sexual offences or misconduct, emotional or psychological abuse or significant neglect.

• All incidents must also be recorded using the organisation’s Incident Report Form.

Internal Management

• Management will investigate non-critical concerns and ensure appropriate follow-up.

• Critical child safety incidents will be escalated to relevant authorities immediately.

7. Training and Induction

• All staff must complete child protection training during induction.

• Additional and refresher training will be available to all employees and a register of training is kept for record keeping purposes

8. Risk Management

• Risk assessments for home and community visits must include child safety considerations (e.g. safe spaces, environmental hazards, presence of other adults).

• Behaviour Support Plans must include safeguarding strategies for children with complex needs.

• Lone worker procedures must account for child safety and staff safety.

9. Continuous Improvement

• The Child Safety and Safeguarding Policy will be reviewed annually.

• Staff, families, and children (where appropriate) will be consulted in reviews.

• Any safeguarding incidents will be analysed to improve systems and reduce risk.

10. Policy Breaches

Any staff member who breaches this policy may be subject to disciplinary action, up to and including termination of employment, and may be referred to external authorities.

Enhanced Life Occupational Therapy Pty Ltd and Enhanced Life Support Services

1. Policy Purpose

This Code of Conduct outlines the standards of behaviour expected of all employees, contractors, volunteers, and representatives of Enhanced Life Occupational Therapy & Support Services (“the Organisation”).

The purpose of this document is to:

• Promote a safe, respectful, and professional workplace.

• Ensure compliance with relevant legislation, including the Fair Work Act 2009, the Work Health and Safety Act 2011, and the NDIS Code of Conduct (where applicable).

• Protect the wellbeing of our clients, families, staff and community.

2. Scope

This Code applies to all directors, employees, contractors and volunteers engaged by the Organisation, across all work environments including offices, homes, schools, community settings, and online platforms.

3. Standards of Behaviour

3.1 Respect and Professionalism

• Treat all clients, families, colleagues, and members of the community with dignity and respect.

• Act with honesty, integrity, and fairness at all times.

• Maintain professional boundaries and avoid any conflicts of interest.

3.2 Safety and Wellbeing

• Familiarise yourself with the organisational WHS Handbook and follow all workplace health and safety procedures.

• Take reasonable care for your own health and safety, as well as that of our clients and others.

• Report and hazards, incidents, or risks promptly through the approved channels.

3.3 Confidentiality and Privacy

• Protect the confidentiality of clients and their information at all times.

• Ensure all organisational information remains confidential and only share approved information.

• Do not disclose any sensitive information without proper authority or consent.

3.4 Compliance and Accountability

• Comply with all relevant laws, regulations, and organisational policies.

• Perform duties to the best of your ability and within your scope of practice.

• Use organisational resources (including PPE, therapy equipment, and IT systems) responsibly.

3.5 Workplace Behaviour

• Do not engage in bullying, harassment, discrimination, or victimisation.

• Use appropriate and respectful language at all times.

• Represent the Organisation positively in all environments whether you’re in the workplace, a clients residence, a school or education setting, online, or in the community.

3.6 Social Media and Communication

• Maintain professionalism in all online communications, including social media.

• Do not post content that could damage the Organisation’s reputation or breach confidentiality.

3.7 Drugs, Alcohol, and Impairment

• Do not attend work under the influence of drugs or alcohol.

• Notify management if you are taking prescribed medication that may impact your ability to work safely.

4. NDIS Code of Conduct

• In providing supports or services to people with disability, a Code‑covered person must:

  • act with respect for individual rights to freedom of expression, self‑determination and decision‑making in accordance with applicable laws and conventions; and

  • respect the privacy of people with disability; and

  • provide supports and services in a safe and competent manner, with care and skill; and

  • act with integrity, honesty and transparency; and

  • promptly take steps to raise and act on concerns about matters that may impact the quality and safety of supports and services provided to people with disability; and

  • take all reasonable steps to prevent and respond to all forms of violence against, and exploitation, neglect and abuse of, people with disability; and

  • take all reasonable steps to prevent and respond to sexual misconduct.

• A Code‑covered person must not, without a reasonable justification:

  • represent a price for the supply of goods for a participant that is higher than the price represented for the supply by the Code‑covered person of the same (or substantially the same) goods for a person who is not a participant; or

  • charge a price for the supply of goods for a participant that is higher than the price that the Code‑covered person charges for the same (or substantially the same) goods for a person who is not a participant.

5. Breach of the Code

• Breaches of this Code & the NDIS Code of Conduct will be taken seriously and may result in disciplinary action, up to and including termination of employment or engagement.

• In cases involving unlawful conduct, the Organisation may notify external authorities.

6. Responsibilities

• Employees are responsible for familiarising themselves with and adhering to this Code and all relevant Policies & Procedures.

• Managers and Supervisors are responsible for modelling appropriate behaviour and addressing breaches.

• The Organisation is responsible for ensuring staff are informed, supported, and trained in relation to this Code.

Enhanced Life Occupational Therapy Pty Ltd and Enhanced Life Support Services

At Enhanced Life Occupational Therapy and Enhanced Life Support Services, the safety, wellbeing, and empowerment of every child and young person are at the heart of everything we do.

We are deeply committed to creating environments where children feel safe, respected, valued, and included — whether that is during therapy, community programs, or support services. Every child and young person has the right to feel safe, to have their voices heard, and to be supported in reaching their full potential.

Our Commitment to Child Safety

We are a child-safe organisation that has a zero-tolerance approach to child abuse, neglect, and exploitation. This means that every member of our team — including occupational therapists, allied health assistants, disability support workers, administrative staff, contractors and volunteers — shares responsibility for protecting children and young people from harm.

We believe that keeping children safe is everyone’s business, and we embed this belief into every part of our work.

We are committed to:

• Building trusted relationships with children, young people, and families through empathy, respect, and open communication.

• Creating safe physical and online environments, ensuring that all therapy, support, and community activities are conducted in spaces that are child-friendly, inclusive, and protective of privacy.

• Empowering children and young people to express their feelings, share their ideas, and tell us when something does not feel right.

• Working in partnership with parents, carers, and families to strengthen protective factors, promote wellbeing, and respond proactively to concerns.

• Actively listening to children, families, and staff, and valuing their feedback to continually improve our child-safe practices.

Our People

We understand that child safety starts with our people. All team members at Enhanced Life Occupational Therapy and Enhanced Life Support Services are:

• Carefully recruited through values-based interviews to ensure their core values align with our own values and Code of Conduct.

• Required to maintain a current Working With Children Check (WWCC) and National Police Check.

• Trained in child protection, safeguarding, and professional boundaries and must agree to Enhanced Life Occupational Therapy’s Code of Conduct as part of their induction.

• Supervised and supported through regular clinical supervision and professional development, where child safety discussions are embedded.

We expect all staff to act ethically, uphold professional standards, and demonstrate sensitivity to children’s rights and cultural backgrounds at all times.

Our Approach to Inclusion and Diversity

We are proud to work with children and families from diverse backgrounds and abilities. We’re committed to creating a safe and inclusive environment for all children, including:

• Children with disability or developmental differences.

• Aboriginal and Torres Strait Islander children.

• Children and families from culturally and linguistically diverse backgrounds.

• Children and young people who identify as LGBTQIA+.

• Children in care, foster, or kinship arrangements.

We value each child’s identity and practice a family-centred approach to therapeutic intervention to ensure that every family feels welcome, respected, and included in decision-making and support for their children.

Our Commitment to Safe Practice

We integrate safeguarding practices across all services:

• Staff follow safe work procedures during home, school, and community visits to ensure both child and worker safety.

• Children are never left unsupervised or in unsafe environments.

• Physical contact is always respectful, necessary for care or therapy, and conducted in line with professional and ethical guidelines.

• Transporting children is only carried out with parental consent, and in line with organisational transport and insurance policies.

• Digital safety and privacy are maintained when using telehealth, photos, or electronic communication — always with parental consent and secure systems.

Speaking Up and Reporting Concerns

We encourage everyone — children, families, and staff — to speak up if they see, hear, or feel something that could affect a child’s safety.

If a child is in immediate danger, emergency services are contacted on 000.

All staff must report any suspected abuse, neglect, or risk of significant harm to their supervisor and, if required, to the NSW Department of Communities and Justice (DCJ) Child Protection Helpline.

Mandatory reporter obligations apply to all of the organisation's employees, who must report risk or incidents of significant harm.

Families and community members can also raise concerns directly with Enhanced Life management:

Email: admin@enhancedlifeot.com.au

Phone: +61 493 772 088

We take every concern seriously and respond with compassion, transparency, and respect for confidentiality.

Continuous Improvement

We are committed to continuously reviewing and strengthening our safeguarding systems.

We seek feedback from children, families, and staff to ensure our policies remain effective, accessible, and meaningful.

Our child safety practices are regularly reviewed to align with changes in legislation, NDIS Quality and Safeguards Commission standards, and the NSW Child Safe Standards.

Together, we keep children safe.

At Enhanced Life Occupational Therapy and Enhanced Life Support Services, child safety is not just a policy — it is a promise. It’s a shared responsibility that underpins our mission:

“Our vision is to create opportunities for every child to develop, participate, and live their best life every day, through activities that bring them joy, purpose, and meaning.”

By living this promise every day, we ensure that every child we support feels safe, seen, and valued.

Enhanced Life Occupational Therapy Pty Ltd & Enhanced Life Support Services

1. Purpose

The purpose of this policy is to ensure all staff, contractors, and representatives of Enhanced Life Occupational Therapy act with integrity, transparency, and fairness in all professional relationships.
This policy outlines the principles and procedures for identifying, declaring, and managing conflicts of interest to uphold participant trust, safeguard impartial decision-making, and comply with NDIS Practice Standards, NDIS Code of Conduct, and Australian law.

Enhanced Life Occupational Therapy recognises that actual, potential, or perceived conflicts of interest can arise in everyday practice. This policy ensures that such conflicts are identified early, managed appropriately, and do not compromise the quality, independence, or fairness of supports provided to participants.

2. Scope

This policy applies to all:

• Employees, Allied Health Assistants, contractors, and volunteers;

• Directors, management, and administrative staff;

• Students and interns representing Enhanced Life Occupational Therapy; and

• External service providers acting on behalf of Enhanced Life Occupational Therapy.

It covers all operational activities including service delivery, assessment, referrals, purchasing, partnerships, and financial or personal dealings.

3. Policy Statement

Enhanced Life Occupational Therapy is committed to maintaining the highest ethical standards and avoiding situations where professional judgment, decision-making, or participant trust could be influenced by personal or financial interests.

All staff must:

• Act in the best interests of participants at all times;

• Disclose any actual, potential, or perceived conflict of interest;

• Refrain from using their position for personal gain;

• Maintain transparency in service delivery and decision-making;

• Support participants to exercise genuine choice and control, including choosing other providers where preferred.

4. Definitions

• Conflict of Interest (COI): A situation where a person’s private interests (financial, personal, or professional) could improperly influence, or appear to influence, their professional duties and decisions.

• Actual Conflict: The individual’s personal interest is currently affecting their decisions or actions.

• Potential Conflict: The individual’s personal interest could affect their decisions or actions in the future.

• Perceived Conflict: A situation where others believe a conflict exists, even if it does not.

• Related Party: Any individual or organisation with a close personal or business relationship to an employee, contractor, or management representative.

5. Examples of Conflicts of Interest

Conflicts may arise in, but are not limited to, the following situations:

• Providing therapy or support services to close friends, family members, or personal acquaintances.

• Referring participants to a business owned, managed, or financially linked to the staff member.

• Accepting gifts, benefits, or incentives from participants, families, suppliers, or partner organisations.

• Holding a second job or business that competes with, or benefits from, Enhanced Life Occupational Therapy operations.

• Participating in decisions about recruitment, contracts, or funding where personal relationships exist.

• Using organisational resources, participant information, or relationships for personal or financial gain.

• Failing to disclose personal relationships that may influence professional boundaries or objectivity.

6. Managing Conflicts of Interest

6.1 Identification and Disclosure

• All staff must proactively identify and declare any actual, potential, or perceived conflict of interest to their direct supervisor or the Clinical Director.

• Declarations must be recorded using the Conflict of Interest Declaration Form and stored in the Conflict of Interest Register.

• Staff must update their declaration if circumstances change.

6.2 Assessment and Action

Once disclosed, management will:

• Assess the nature, likelihood, and impact of the conflict;

• Determine appropriate control measures (e.g., withdrawal from decision-making, supervision, reassignment of duties);

• Document the resolution and monitoring process.

6.3 Managing Participant-Related Conflicts

In line with the NDIS Practice Standards – Participant Rights and Responsibilities, staff must:

• Always act in the participant’s best interests and respect their right to choice and control;

• Provide participants with transparent information about any conflict that may affect their care or service options;

• Support participants to access independent advocacy or alternative providers if they prefer;

• Never pressure participants to use Enhanced Life Occupational Therapy or affiliated services.

7. Gifts, Benefits, and Hospitality

• Staff must not solicit or accept gifts, benefits, or hospitality that could influence, or appear to influence, their professional judgment.

• Low-value tokens (under $50) such as cards or chocolates may be accepted only when refusal would cause offence, and must be disclosed to management.

• All gifts received must be recorded in the Gifts and Benefits Register.

• Monetary gifts or high-value items must be politely declined.

8. Dual Relationships and Boundaries

• Staff must maintain professional boundaries at all times and avoid dual relationships that may impair objectivity (e.g., providing services to personal friends, engaging socially with participants outside of therapy).

• If a dual relationship cannot be avoided (e.g., small community settings), staff must seek guidance from management and document how boundaries will be maintained.

• Romantic, financial, or personal relationships with participants or their families are strictly prohibited.

9. Procurement and Partnerships

When procuring goods, services, or entering partnerships:

• Decisions must be transparent, fair, and based on merit.

• Staff involved in procurement must declare any personal interest in the supplier or contract.

• All tenders or supplier decisions must be documented and authorised by management.

10. Recordkeeping and Register

• All declarations and management actions must be documented in the Conflict of Interest Register maintained by the Clinical Director.

• Records must include the staff member’s name, description of the conflict, risk rating, and management actions taken.

• The register is reviewed quarterly as part of governance and compliance monitoring.

11. Breach of Policy

Failure to declare or appropriately manage a conflict of interest may result in disciplinary action, up to and including termination of employment or contract.

Significant breaches may also result in notification to the NDIS Quality and Safeguards Commission or other regulatory authorities.

12. Related Legislation and Standards

• NDIS Act 2013

• NDIS (Provider Registration and Practice Standards) Rules 2018

• NDIS Code of Conduct

• NDIS Practice Standards – Governance and Operational Management

• Corporations Act 2001 (Cth)

• Work Health and Safety Act 2011 (NSW)

• Privacy Act 1988 (Cth)

13. Related Enhanced Life Occupational Therapy Policies and Documents

• Code of Conduct

• General Terms & Conditions of Services

• Privacy, Consent and Confidentiality Policy

• Incident Management and Risk Management Policy

Enhanced Life Occupational Therapy Pty Ltd and Enhanced Life Support Services

1. Policy Purpose

This policy promotes a fair, inclusive, healthy, and safe workplace where every person is treated with dignity and respect. It outlines the Organisation’s commitment to preventing discrimination, bullying, harassment, and sexual harassment, and ensures compliance with the NDIS Practice Standards, National Standards for Disability Services (NSDS), and the NSW Disability Inclusion Act 2014.

The policy also supports our legal and ethical obligations under relevant Commonwealth and State legislation.

2. Scope

Applies to all workers (management, employees, contractors, students, volunteers) representing Enhanced Life Occupational Therapy Pty Ltd and Enhanced Life Support Services (“the Organisation”), across all workplaces including homes, schools, community settings, events, and online communications associated with work.

3. Policy Statement

The Organisation is committed to:

• Ensure equal opportunity is provided to all employees, contractors and prospective employment applicants.

• Providing a workplace free from discrimination, bullying, harassment, and sexual harassment.

• Promoting inclusion, diversity, and equality of opportunity in all settings.

• Ensuring all individuals—staff, participants, and families—are treated fairly and equitably.

• Upholding human rights and safeguarding principles as required by the NDIS Code of Conduct.

• Aligning workplace practices with the Fair Work Act 2009, WHS Act 2011, and Anti-Discrimination Act 1977 (NSW).

No form of unlawful, unethical, or inappropriate behaviour will be tolerated. A single incident of harassment or discrimination may constitute a breach of this policy.

4. Legislative & Standards Framework

This policy aligns with the following:

4.1  Commonwealth Legislation

• Fair Work Act 2009

• Work Health and Safety Act 2011 (Cth)

• Sex Discrimination Act 1984

• Racial Discrimination Act 1975

• Disability Discrimination Act 1992

• Age Discrimination Act 2004

• Australian Human Rights Commission Act 1986

• Privacy Act 1988 (Australian Privacy Principles)

4.2  NSW Legislation

• Anti-Discrimination Act 1977 (NSW)

• Disability Inclusion Act 2014 (NSW)

5. NDIS & Disability Sector Standards

5.1 NDIS Practice Standards:

• Rights and Responsibilities of Participants - the Organisation upholds the legal and human rights of all participants, ensuring they are treated with dignity, respect, and equality in every interaction. Our staff actively promote each participant’s right to freedom of expression, self-determination, informed choice, and participation in decision-making.

• Governance and Operational Management - the Organisation’s governance systems embed transparent and accountable processes that uphold equality and prevent discrimination, bullying, or harassment. We ensure that all organisational decisions reflect integrity, compliance with legislation, and continuous quality improvement aligned with NDIS requirements.

• Provision of Supports Environment - Services are delivered in environments that are safe, inclusive, and responsive to each person’s needs and preferences. The Organisation maintains procedures to identify and address risks to safety and wellbeing, including physical, emotional, and psychological harm.

• Human Resources - Recruitment, training, and supervision processes ensure all workers understand and meet their obligations under the NDIS Code of Conduct. All staff are provided with clear behavioural expectations, professional boundaries, and access to ongoing training on inclusion, diversity, and respectful communication.

• Incident Management and Risk Management Systems - the Organisations systems provide transparent pathways for reporting, investigating, and managing incidents of discrimination, bullying, or harassment. We analyse trends in complaints and incidents to strengthen prevention strategies, protect participants and staff, and ensure compliance with NDIS Quality and Safeguards Commission requirements.

• Feedback and Complaints Management - Participants, families, and staff are encouraged and supported to provide feedback or raise concerns without fear of reprisal. The Organisation ensures that every complaint is managed fairly, promptly, and in a trauma-informed and person-centred manner, with learning outcomes documented for continuous improvement.

5.2 NDIS Code of Conduct:

• Respect individual rights to freedom of expression, self-determination, and decision-making.

• Act with integrity, honesty, and transparency.

• Take all reasonable steps to prevent and respond to violence, exploitation, neglect, and abuse.

5.3 National Standards for Disability Services (NSDS):

• Standard 1: Rights – People’s legal and human rights are upheld and promoted.

• Standard 2: Participation and Inclusion – People are supported to participate and be included in their communities.

• Standard 3: Individual Outcomes – Services are person-centred and responsive.

• Standard 6: Service Management – Effective and accountable governance supports quality service delivery.

6. Equal Opportunity & Anti-Discrimination

6.1  Commitment

We foster a workplace culture that embraces equality, diversity, and inclusion. No person will be treated less favourably because of age, disability, gender identity, intersex status, marital or relationship status, pregnancy or potential pregnancy, breastfeeding, family or domestic violence status, race, colour, national or ethnic origin, religion or belief, sexual orientation, or any other attribute protected by law.

6.2  Recruitment & Selection

• Employment decisions are based solely on merit, skills, and experience.

• Recruitment and promotion processes are inclusive and accessible.

• Interview panels (where possible) include more than one person to reduce bias.

• Advertising is non-discriminatory and inclusive of diverse applicants.

• Reasonable workplace adjustments are provided to support equal participation.

6.3  Inclusive Practice

• Language and communication are person-centred and respectful.

• Cultural awareness is practiced, particularly regarding Aboriginal and Torres Strait Islander peoples and people from culturally and linguistically diverse (CALD) backgrounds.

• Flexible working arrangements are considered where feasible.

7. Bullying, Harassment, and Sexual Harassment

7.1  Commitment

The Organisation is committed to providing a workplace where every individual feels safe, respected, and valued. Bullying, harassment, and sexual harassment are contrary to our values, breach fundamental human rights, and are unlawful under Commonwealth and State legislation. These behaviours create physical and psychological harm, undermine team cohesion, and damage the wellbeing of participants and staff.

The Organisation upholds a zero-tolerance approach to all forms of bullying and harassment. Every worker, participant, and member of the public interacting with the Organisation has the right to do so in an environment free from intimidation, humiliation, or unwanted conduct.

7.2  Definitions

• Bullying: Repeated, unreasonable behaviour directed at a person or group that creates a risk to health and safety, including intimidation, exclusion, or humiliation.

• Harassment: Unwanted conduct related to a protected attribute that offends, humiliates, or intimidates.

• Sexual Harassment: Unwelcome sexual advance, request for sexual favours, or conduct of a sexual nature that a reasonable person would consider offensive or intimidating.

8. Roles and Responsibilities

• All Workers - Treat others with respect, comply with this policy, report any concerns, and maintain confidentiality.

• Managers & Supervisors - Model appropriate behaviour, ensure staff understand obligations, and respond promptly to any reports.

• Directors / Management - Ensure compliance with legislative and NDIS Practice Standards requirements, provide training, monitor workplace culture, and support fair investigations.

9. Complaint and Resolution Pathways

9.1 Informal Approach

Where internal instances of bullying or harassment occur, where appropriate, staff are encouraged to tell the person their behaviour is unwelcome and request it stop. Support can be sought from a supervisor or confidential helper.

9.2 Formal Complaint

In serious or unresolved instances of bullying or harassment, any instances of sexual harassment, discrimination or violations of human rights occur, a formal written complaint must be made to management. The complaint should include:

• Details of the incident (dates, times, behaviour).

• Names of the individuals involved and any witnesses.

• Steps taken to address the issue (if any).

Upon receipt, management will:

1. Acknowledge the complaint and assess immediate safety risks.

2. Separate the parties where necessary to ensure safety.

3. Appoint an impartial investigator.

4. Conduct interviews confidentially.

5. Provide written outcomes to both parties (to the extent appropriate).

Where substantiated, disciplinary action (up to termination) will be taken for employees shown to be violating the Organisation’s Equal Opportunity, Anti-Discrimination, Inclusion, Diversity, Bullying and Harassment Policy.

10. Victimisation and Confidentiality

In alignment with the Organisation's Whistleblower policy (see Employee Handbook), victimisation of any person for making or supporting a complaint is strictly prohibited. All matters will be handled confidentially, consistent with applicable legislation and NDIS Quality and Safeguards Commission requirements.

11. Continuous Improvement

• All complaints, incidents, and feedback are recorded and reviewed to identify systemic issues.

• Data and outcomes inform quality improvement, the Organisation will continue to review relevant policies and procedures in light of any incidents to ensure best-practice  is being observed and risks are reduced wherever possible.

• The Organisation will review this policy at least every two years or after any significant legislative or NDIS framework changes.

12. Training and Communication

• All staff receive induction and annual refresher training on equal opportunity, anti-discrimination, bullying, and harassment.

• Managers receive specific training in complaint handling, trauma-informed practice, and person-centred leadership.

• This policy is accessible via the Brightsafe application and discussed during onboarding.

13. Related Policies and Procedures

• Code of Conduct

• Employee Handbook

• Grievance and Complaint Handling Procedure

• WHS Policy and Procedures

• Privacy and Confidentiality Policy

• Child Safety and Safeguarding Policy

Incident and Risk Management Policy

Enhanced Life Occupational Therapy Pty Ltd and Enhanced Life Support Services

1. Policy Introduction

Enhanced Life Occupational Therapy and Enhanced Life Support Services (the Organisation) values all feedback - whether positive, negative, or neutral - as an opportunity to improve our services and strengthen trust with participants, families, and the Northern Beaches community.

Our complaints and feedback management process ensures that any concern regarding our services, staff, or decisions is taken seriously, handled confidentially, and resolved promptly and fairly. The Organisation is committed to managing complaints in an appropriate, respectful, and transparent manner.

2. Purpose

This policy outlines how participants, families, carers, staff, and stakeholders can provide feedback or make complaints about any aspect of the Organisation’s operations, and the process by which the Organisation will address, record, and respond to them.

3. Scope

This policy applies to all stakeholders, including:

• Participants, families, and carers;

• Staff, contractors, and allied health assistants;

• Other service providers and community members.

Staff workplace disputes are generally addressed under the Staff Grievance and Dispute Resolution Policy, unless the issue is better addressed under this policy.

4. Policy Statement

The Organisation is committed to handling feedback and complaints in a way that is:

• Accessible – available in multiple formats and communication methods.

• Respectful – all concerns are heard without bias or judgement.

• Confidential – information is handled sensitively and shared only on a need-to-know basis.

• Fair and timely – each complaint is addressed objectively and efficiently.

• Free from retribution – participants and staff will not face adverse consequences for raising a concern.

• Improvement-oriented – feedback and complaints are used to strengthen our services.

5. Procedure

5.1  Lodging Feedback or a Complaint

Feedback and complaints can be made:

• Verbally or in writing to any the Organisation staff member;

• Via email to admin@enhancedlifeot.com.au;

• Through the Organisation’s website form or client feedback form;

• Anonymously, if preferred;

• With the support of an advocate, family member, or representative.

All complaints are welcomed and will be treated respectfully and confidentially.

5.2  Accessibility and Assistance

The Organisation will ensure:

• Information about this process is available in plain English and easy-read formats.

• Interpreters or communication aids are available if needed.

• Advocates are supported to represent participants during the process.

5.3  Handling and Confidentiality

• All complaints are handled by a Team Leader or Manager not directly involved in the issue.

• Confidentiality is maintained throughout.

• Discussions and documentation are stored securely in accordance with the Organisation’s Privacy Policy.

5.4  Stages of Complaint Management

1. Acknowledgement: Within two (2) business days of receiving a complaint.

2. Assessment: Determine nature, urgency, and required actions.

3. Investigation: Conducted fairly, within 30 business days where possible.

4. Response: Written communication outlining findings and actions.

5. Closure: Complaint recorded in the Complaints Register, outcomes reviewed for improvement opportunities.

5.5  Investigation Process

• Complaints are not investigated by individuals who are the subject of the complaint.

• All involved parties are given the opportunity to provide input.

• Investigations are completed promptly and transparently.

• The complainant will be kept informed of progress at regular intervals.

5.6  Record Keeping

The following details are recorded in the Complaints Register:

• Nature of complaint and date received;

• People involved;

• Investigations undertaken;

• Findings and actions taken;

• Outcome and closure date.
  Records are kept confidentially and reviewed quarterly as part of quality improvement.

5.7 External Review and Support Agencies

If a complaint cannot be resolved internally, the complainant prefers an external body or would like advice regarding a complain, they may contact the following agencies:

NDIS Quality and Safeguards Commission

Phone: 1800 035 544
Email: contactcentre@ndiscommission.gov.au
Website: www.ndiscommission.gov.au

NSW Ombudsman

Free call (outside Sydney metro): 1800 451 524
TTY: (02) 9286 1000
Email: nswombo@ombo.nsw.gov.au
Website: www.ombo.nsw.gov.au

Australian Human Rights Commission

Complaints Infoline: 1300 656 419
Website: www.humanrights.gov.au

National Disability Abuse and Neglect Hotline

Free call: 1800 880 052
Website: www.disabilityhotline.org

Intellectual Disability Rights Service (IDRS)

Phone: (02) 9265 6300 / Free call: 1300 665 908
Website: www.idrs.org.au

Multicultural Disability Advocacy Association (MDAA)

Phone: (02) 9891 6400 / Toll free: 1800 629 072
Website: www.mdaa.org.au

5.8 Complaints Involving Abuse or Neglect

Any report of abuse, neglect, or criminal activity must be escalated immediately to the Director.

the Organisation will:

• Notify the NDIS Commission or Police as required.

• Support the complainant’s safety and wellbeing.

• Document all actions taken in compliance with safeguarding requirements.

5.9 Responsibilities

• Director - Oversight of complaint resolution, compliance with legislation, and reporting to NDIS.

• Managers / Team Leaders - Manage and investigate complaints within 30 business days.

• All Staff - Respond respectfully, record issues, and escalate promptly.

• Participants / Families (or Representatives) - Raise concerns and engage in the resolution process.

5.10 Timeframes

• Acknowledgement: within 2 business days

• Resolution: within 30 business days, unless otherwise agreed

• Progress updates: at least weekly during investigation

5.11 Continuous Improvement

The Organisation is committed to learning from all feedback, audits, and reviews. Governance processes ensure that:

• Feedback informs service and policy updates.

• Outcomes from complaints, incidents, and risk assessments are analysed to prevent recurrence.

• Staff and families are informed of improvements implemented as a result of their input.

5.12 Breaches of Policy

Failure by staff to follow this policy may result in disciplinary action, up to and including termination of employment for serious breaches.

5.13 Relating Policies

For further information about feedback and complaint handling, refer to the the Organisations related policies:

• Governance Policy

• Child Safety and Safeguarding Policy

• Equal Opportunity, Anti-Discrimination, Inclusion, Diversity, Bullying and Harassment Policy

• Privacy and Confidentiality Policy

• General Terms & Conditions of Service

5.15 Review

This Feedback & Complaints Policy will be reviewed every two years, or sooner if required by changes in legislation, NDIS standards, or internal structural changes. Reviews will be led by the Director in consultation with staff and stakeholders.

Enhanced Life Occupational Therapy Pty Ltd and Enhanced Life Support Services

1. Introduction

Enhanced Life Occupational Therapy and Enhanced Life Support Services (the Organisation) is committed to strong, transparent, and accountable governance that upholds the highest standards of ethical conduct, service quality, and compliance. This Governance Policy outlines how the Organisation ensures effective leadership, strategic direction, and organisational oversight consistent with the NDIS Practice Standards, the NSW Disability Inclusion Act 2014, and relevant legislation.

Governance encompasses the frameworks through which decisions are made, risks are managed, performance is monitored, and organisational integrity is maintained.

Effective governance ensures that the Organisation:

• Operates in accordance with its mission, values, and legal obligations;

• Promotes transparency, accountability, and ethical conduct;

• Protects the rights, safety, and wellbeing of participants, staff, and stakeholders;

• Maintains compliance with the NDIS Practice Standards, NDIS Code of Conduct, NSW Disability Inclusion Act 2014, and all relevant Commonwealth and State legislation;

• Embeds continuous improvement and quality assurance across all operational and clinical functions.

In practice, governance at the Organisation provides the foundation for responsible leadership, high-quality service delivery, and ongoing organisational growth and sustainability.

2. Purpose

The purpose of this policy is to establish the Organisation’s governance framework, setting out the principles, structures, and responsibilities that ensure the organisation operates ethically, efficiently, and in compliance with legal and regulatory requirements.

3. Scope

This policy applies to all members of the Organisation, including directors, managers, employees, contractors, students and volunteers.

4. Governance Principles

The Organisation’s governance is guided by the following principles:

• Accountability: Decisions and actions are transparent, documented, and reviewable.

• Integrity: Operations are conducted honestly, ethically, and in accordance with professional and legislative standards.

• Participation: Staff, participants, and families are encouraged to provide feedback that informs decision-making.

• Equity and Inclusion: Services are inclusive and uphold the rights of people with disabilities.

• Quality and Continuous Improvement: Governance processes are continually reviewed to ensure the highest service standards.

• Compliance: All the Organisation practices align with the NDIS Quality and Safeguards Framework and other relevant NSW and Commonwealth legislation.

5. Governance Structure

The Organisation’s governance framework includes:

• Director (Responsible Person): Ensures overall compliance, accountability, strategic leadership and supervision of team leaders.

• Business & Practice Manager: Oversees operations, human resources and incident management.

• Team Leaders: Responsible for day-to-day implementation of clinical, administrative policies and supervision of their direct reports.

• All Staff: Expected to act with integrity, report risks, and uphold the organisation’s standards of conduct.

Governance meetings are held regularly to review compliance, risk, complaints data, feedback, and quality improvement outcomes.

6. Risk Management

The Organisation maintains a proactive approach to risk management. Risks are identified, assessed, and controlled through:

• Regular risk assessments and audits.

• Incident and hazard reporting.

• Staff training in safety, compliance, and ethical decision-making.

• Review of critical incidents and near misses.

• Inclusion of risk management in supervision and team reviews.

For further information about risk management, refer to the the Organisations related policies:

• Workplace Health and Safety Manual (or WH&S Employee Workbook)

• Hazard and Incident Reporting Policy and Procedure

7. Complaints and Grievances

the Organisation recognises the right of participants, staff, and stakeholders to raise complaints or grievances.

All feedback, complaints, and grievances are managed according to the Grievance and Complaint Handling Procedure, ensuring:

• Confidentiality and procedural fairness.

• Non-retaliation for complainants.

• Timely and respectful resolution.

• Systemic improvement through analysis of complaint trends.

All significant complaints and findings are reviewed during governance meetings to ensure accountability and compliance.

For further information about Complaints and Grievances, refer to the the Organisations related policies:

• Enhanced Life Occupational Therapy Employee Handbook

• Grievance and Complaint Handling Procedure

• Equal Opportunity, Anti-Discrimination, Inclusion, Diversity, Bullying and Harassment Policy

• General Terms & Conditions of Service

8. Continuous Improvement

The Organisation is committed to learning from all feedback, audits, and reviews. Governance processes ensure that:

• Feedback informs service and policy updates.

• Outcomes from complaints, incidents, and risk assessments are analysed to prevent recurrence.

• Staff and families are informed of improvements implemented as a result of their input.

9. Review

This Governance Policy will be reviewed every two years, or sooner if required by changes in legislation, NDIS standards, or internal structural changes. Reviews will be led by the Director in consultation with staff and stakeholders.

Enhanced Life Occupational Therapy Pty Ltd and Enhanced Life Support Services

At Enhanced Life Occupational Therapy and Enhanced Life Support Services, we are committed to providing a safe, healthy, and supportive working environment for all employees, contractors, clients, and visitors. The health, safety, and wellbeing of our people is central to the way we deliver services in the community, homes, schools, and workplaces.

We recognise our responsibilities under the Work Health and Safety Act 2011 (NSW) and associated Regulations. We are committed to:

• Providing a safe and healthy workplace by identifying, assessing, and controlling risks to prevent injury and illness.

• Consulting and communicating with workers on health and safety matters to promote a culture of shared responsibility.

• Providing training, supervision, and resources to ensure workers are competent and supported in performing their duties safely.

• Investigating incidents and hazards promptly, and implementing measures to prevent recurrence.

• Supporting recovery at work for any worker who is injured, including developing return-to-work plans in consultation with medical practitioners and insurers.

• Monitoring and continuously improving our health and safety systems through regular reviews, audits, and feedback.

We expect every worker, regardless of role or employment type, to take reasonable care of their own health and safety, follow safe work practices, and look out for the safety of others.

Health and safety is everyone’s responsibility. By working together, we can ensure a safe, healthy, and positive workplace for all.

Enhanced Life Occupational Therapy Pty Ltd & Enhanced Life Support Services

At Enhanced Life, we want every family who joins our Enhanced Life Community to feel confident, informed, and supported. This summary explains the main parts of our full Terms & Conditions of Service included in all Participant Service Agreements.

Our Commitment to You

We promise to:

• Provide safe, caring, and professional therapy services tailored to your child’s goals and needs.

• Communicate clearly, listen to feedback, and treat every family with kindness and respect.

• Work together with parents, carers, teachers, and other professionals as part of your child’s team.

• Follow all laws and professional standards, including the NDIS Practice Standards, NDIS Code of Conduct, and Privacy Act 1988.

• Keep all personal information private and only share it with your permission or if required by law.

Your Role as a Family or Participant

To help us provide the best possible service, we ask that you:

• Keep us up to date with any changes in your child’s health, needs, or schedule.

• Work with your therapist to set and review goals together.

• Let us know at least 48 hours (2 business days) ahead if you need to cancel or change an appointment.

• Pay invoices within 7 days of the invoice date.

• Notify us if your child’s NDIS plan or funding changes.

• Treat our team with the same respect and care that we show your family.

Session Times & Attendance

• We are a mobile service, and travel times can vary. Your therapist may arrive up to 15 minutes earlier or later than your booked time (this will be communicated prior to the session).

• Please have your child ready and the therapy space prepared at the start of each session.

• If your child is unwell or contagious, please contact us to reschedule - this keeps everyone safe.

• If a therapist arrives and your child is unwell, the session may be cancelled, and the session fee will still apply.

Cancellations

• Please give 48 hours (2 business days) notice to cancel or change a session.

• If less notice is given, the full session fee may be charged (travel fees are not charged).

• If we can use the booked time for other therapy tasks such as report writing or resource preparation, we will do so to avoid cancellation charges.

• Regular cancellations will be discussed to make sure the current time and supports are still suitable.

Payments

• Invoices are sent after each session and are due within 7 days.

• Payment can be made by bank transfer or through the invoice payment link.

• For NDIS self-managed or plan-managed participants, you remain responsible for ensuring payments are made within the 7-day term.

• Credit card details may be securely stored (PCI-compliant) and used only if an invoice remains unpaid after 30 days.

• Therapy reports will be provided once invoices are up to date.

Ending Services

• Either party may end services by giving 7 days’ notice in writing (email is fine).

• We recommend a final transition session to help your child complete their therapy journey and celebrate progress.

• Services may be paused or ended sooner if:

  • Invoices are unpaid after 30 days,

  • Sessions are frequently cancelled, or

  • There is a serious safety or conduct concern.

Your Privacy

• Your information is protected under the Privacy Act 1988 (Cth).

• We will only collect and share what is needed to support your child’s therapy.

• You may request to view or correct information held about you or your child at any time.

• Photos or videos taken during sessions are used only for therapy purposes and never shared publicly without your written consent.

• For more details, see our full Privacy Policy on our website.

Feedback & Complaints

We welcome your feedback - it helps us grow and improve.

If you ever have a concern, please:

1. Speak directly with your therapist.

2. If the issue isn’t resolved, contact our management team at admin@enhancedlifeot.com.au or phone +61 493 772 088

3. If you still feel unsatisfied, you may contact the NDIS Quality and Safeguards Commission:
   📞 1800 035 544 or visit www.ndiscommission.gov.au.

Legal & Professional Compliance

Enhanced Life Occupational Therapy follows:

• NDIS Act 2013 and NDIS Code of Conduct

• Work Health and Safety Act 2011 (NSW)

• Australian Consumer Law

• Privacy Act 1988 (Cth)

• AHPRA and OTA Australia Professional Standards

Contact Us

If you have questions about your Service Agreement or these terms, please contact:

Phone: +61 493 772 088
Email: admin@enhacnedlifeot.com.au
Website: www.enhancedlifeot.com.au

Enhanced Life Occupational Therapy Pty Ltd and Enhanced Life Support Services

1. Introduction

People with a disability have the same inherent human rights as all members of society. They have the right to live with dignity, participate fully in community life, and make decisions about matters that affect them.

Under the NDIS Practice Standards, National Standards for Disability Services, and the NSW Disability Inclusion Act 2014, every participant has the right to receive services that respect and promote their legal and human rights, foster inclusion, and support self-determination.

Enhanced Life Occupational Therapy upholds and promotes the United Nations Convention on the Rights of Persons with Disabilities (UNCRPD) and applies the principles of fairness, equality, dignity, and respect across all aspects of service delivery.

2. Purpose

The purpose of this policy is to ensure that all participants, families, carers, and their advocates understand their legal and human rights and responsibilities when engaging with Enhanced Life Occupational Therapy.

It aims to:

• Place participants at the centre of all decision-making;

• Promote trust, mutual respect, and shared responsibility between participants and staff; and

• Ensure every participant is supported to understand, exercise, and protect their rights in a safe and inclusive environment.

3. Scope

This policy applies to:

• All participants (current, potential, and past);

• Family members, carers, and advocates;

• All staff, contractors, allied health assistants, and volunteers; and

• All operational and service delivery activities undertaken by Enhanced Life Occupational Therapy.

4. Definitions

• Participant: Any person who receives or is eligible to receive services or supports from Enhanced Life Occupational Therapy.

• Right: A lawful entitlement that protects an individual’s freedoms, choices, and opportunities within society.

• Responsibility: Actions or behaviours for which an individual is accountable to ensure the rights of others are upheld.

• Capacity: A person’s ability to understand, make, and communicate decisions that affect their daily life. Capacity should not be assumed absent due to disability and is decision-specific.

5. Service Charter & Principles

Enhanced Life Occupational Therapy delivers services guided by the following principles:

• Every person has the right to respect, dignity, and equality.

• Every person has the right to live free from discrimination, abuse, neglect, and exploitation.

• Every person has the right to full participation and inclusion in the community according to their individual needs, culture, and preferences.

• Every person has the right to make decisions about their own life, with support as required.

• Participants have the right to information and advocacy to understand and exercise their rights.

• Every person’s privacy and personal information will be respected and protected in accordance with law.

• All services will be delivered in a culturally safe, trauma-informed, and inclusive manner.

• Participants and their support networks have the right to be consulted and involved in all decisions affecting their care.

• Where a participant lacks decision-making capacity, decisions will be made with their involvement and in their best interests, in consultation with families, carers, or legally appointed guardians.

• In the event of disagreement about a participant’s best interests, decisions will defer to the authority of a legally appointed guardian.

• Families and carers have the right to be involved and respected as part of the participant’s support network.

• Enhanced Life Occupational Therapy recognises its duty of care and legislative obligations to act to protect participants’ safety and wellbeing when required, even if this means sharing limited confidential information under specific lawful conditions.

• Participants have the right to access supports and information in their preferred format and communication method, including interpreters, Easy English, or augmentative communication tools.

• Staff receive training in human rights, equality, supported decision-making, and responding to abuse or neglect to ensure ongoing awareness and skill.

6. Policy Statement

Enhanced Life Occupational Therapy believes that every person with disability — including children, young people, and adults — has universal human rights that must be respected and upheld at all times.

The organisation is committed to promoting and protecting these rights in accordance with the UN Convention on the Rights of Persons with Disabilities (UNCRPD), the NDIS Practice Standards, the National Standards for Disability Services, and relevant State and Commonwealth legislation.

All personal information obtained from participants will be treated confidentially and in accordance with the Privacy, Consent, and Confidentiality Policy.

6.1.  Participant Rights

Participants engaging with Enhanced Life Occupational Therapy have the right to:

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

• Participate fully in community life and make choices about how they live.

• Receive supports that are person-centred, flexible, and responsive to their goals and changing needs.

• Be consulted and informed about services, supports, and changes that may affect them.

• Be supported by qualified and ethical staff who uphold the NDIS Code of Conduct.

• Request to change service providers or staff members where reasonable.

• Involve an advocate or support person of their choice in any decision-making or complaint process.

• Be provided with information in accessible formats and in their preferred language.

• Access services that are free from discrimination, and respectful of gender, culture, and belief.

• Expect privacy and confidentiality in all interactions.

• Access and review their personal information and request correction of inaccuracies.

• Refuse services or supports without prejudice to future access.

• Make complaints or provide feedback without fear of reprisal, and have them handled fairly and promptly.

• Make choices and take reasonable risks in pursuit of personal goals (“dignity of risk”).

6.2.  Participant Responsibilities

Participants, their carers, and families are expected to:

• Treat all staff, volunteers, and other participants with respect and courtesy.

• Respect the rights, safety, and privacy of others.

• Communicate their needs, goals, and changes in circumstances promptly.

• Participate in service planning and review to the extent they are able and willing.

• Provide accurate information to assist safe and effective service delivery.

• Notify Enhanced Life Occupational Therapy as early as possible when supports are not required, following the organisation's Cancellation Policy (located within our General Terms & Conditions).

• Take responsibility for their decisions and participate in resolving concerns or complaints cooperatively.

6.3.  Decision-Making and Choice

Enhanced Life Occupational Therapy promotes supported decision-making, empowering each participant to participate as fully as possible in decisions affecting their life.

• Participants will be provided with information and support to make informed choices, including access to advocacy services.

• Staff will support participants to understand options, outcomes, and risks in ways that are accessible and respectful.

• Where a participant lacks capacity for a specific decision, family members, carers, or legally appointed guardians will be involved.

• All decision-making will honour the participant’s will and preferences to the greatest extent possible.

• Staff are trained to balance duty of care with dignity of risk, enabling participants to make meaningful choices safely.

6.4.  Cultural Diversity and Accessibility

Enhanced Life Occupational Therapy values diversity and is committed to providing culturally safe and accessible services.

• Services will be delivered with sensitivity to cultural beliefs, languages, and practices, including those of Aboriginal and Torres Strait Islander peoples and people from CALD backgrounds.

• Information and communication will be provided in accessible formats (Easy English, large print, visual aids, interpreters, or augmentative communication devices).

• Reasonable adjustments will be made to ensure equitable access to all services and supports.

7. Responsibilities

The Director and Practice Manager are responsible for ensuring this policy is implemented, reviewed, and communicated across the organisation. They must:

• Monitor compliance and ensure staff training is current.

• Ensure all team members are skilled in recognising and respecting human rights and responding appropriately to abuse, neglect, or discrimination.

• Facilitate continuous improvement and consult with participants and staff in reviewing this policy.

8. Quality, Communication, And Review

This policy forms part of the Enhanced Life Occupational Therapy Quality Framework and underpins all participant-related procedures.

• It will be communicated during onboarding, supervision, and available on the organisation’s website.

• The policy will be reviewed every three years or sooner in consultation with participants, carers, staff, and stakeholders following changes to legislation or standards.

9. Related Legislation And Standards

• NDIS Practice Standards (2021)

• NDIS Code of Conduct

• National Standards for Disability Services

• NSW Disability Inclusion Act 2014

• Disability Discrimination Act 1992 (Cth)

• Racial Discrimination Act 1975 (Cth)

• NSW Anti-Discrimination Act 1977

• National Disability Insurance Scheme Act 2013

• United Nations Convention on the Rights of Persons with Disabilities (2006)

• Privacy Act 1988 (Cth)