What you can expect from us
Every NDIS worker and provider in Australia must follow the NDIS Code of Conduct. Here is what it means for you, in our words.
- RespectYou're treated as an adult with your own views, your own decisions and your own life - never as a diagnosis or a plan.
- PrivacyYour information stays yours. We collect only what we need to support you, and we don't share it without your consent unless the law requires it.
- Safe, skilled supportSupport is provided carefully and competently by people who are screened, trained and introduced to you properly.
- HonestyWe act with integrity and tell you the truth - about what we can do, what we can't, and what things cost.
- Action on concernsIf something is wrong with the quality or safety of support, we raise it and act on it promptly.
- Freedom from harmWe take every reasonable step to prevent and respond to violence, neglect, abuse, exploitation and sexual misconduct.
Choice and control
Choice and control aren't slogans. They look like this:
- You decide what support you want, when, and who provides it. You can change your mind.
- You can ask for a different support worker, and we'll talk through a change.
- You can bring a family member, friend, advocate or support person to any meeting or conversation with us.
- You can ask for information in a different way - larger print, read aloud over the phone, or with an interpreter.
- You can leave. If Beyond stops being the right fit, we'll help the handover happen smoothly.
Giving feedback or making a complaint
Tell us what's working and what isn't. A complaint is not a mark against you - it's information we need, and it never affects the support you receive.
Mon-Fri, 8am-5pm. Ask for the manager if you'd rather not talk to your usual contact.
Write as much or as little as you like. We reply to every message.
Name optional. You can send feedback without telling us who you are.
When you raise something, we listen first, tell you what we'll do about it and by when, and let you know how it was resolved. If you're not satisfied with the outcome, you can take it further - see below.
A family member, carer, friend or advocate can give feedback or make a complaint on your behalf, with your permission. If you'd like an independent advocate, the services below are free.
Talking to someone independent
You never have to come to us first. These services are free, independent of Beyond, and you can contact them at any time.
The independent regulator for NDIS providers. Handles complaints about any NDIS support or service.
An advocate helps you speak up and understand your options. Find a free advocacy service near you through the Disability Advocacy Finder.
Free, confidential, for reporting abuse or neglect of a person with disability - anywhere, by anyone.
In an emergency, call 000.
Your information
We collect personal information so we can plan and provide your supports, report to the NDIS and other funding bodies on how funding is used, and respond to your questions and feedback. We keep it confidential and don't use it for anything else without your say-so.
- You can ask to see your own file, and to correct anything that's wrong.
- Photos, videos, stories and the newsletter are all optional, and you can switch any of them off with a phone call.
- Some de-identified information (never your name or address) must be reported for disability-services statistics. It never affects your entitlements.
The full privacy statement - including when the law can require us to share information - is written out on the consent form, and you can ask for a printed copy at any time.