Understanding the NDIS Code of Conduct

Workers should involve the participant in decisions, respect their privacy and communicate in a way they can understand. Support should not be organised around staff convenience while ignoring the person's goals and preferences.

Safety is more than a certificate. It also depends on respectful behaviour, clear boundaries, accurate records, following agreed instructions and speaking up when a task is outside the worker's competence or role. Participants should be involved in decisions and should know how to raise a concern without fear of losing support. Look for evidence that safety is part of ordinary practice: the worker asks before acting, explains unfamiliar steps, protects private information and reports changes promptly. A person should never be pressured to accept a task, worker or arrangement simply because it is easier for the roster. Immediate danger should be handled through emergency services, not a routine feedback channel.

A worker should provide only the tasks they can perform safely and competently. They should seek guidance or stop when a request falls outside their role rather than guessing.

Ask for plain answers rather than broad assurances. A provider should be able to explain which checks or training are relevant to the actual duties, how current information is verified, what happens when a worker needs guidance and who you contact if something goes wrong. Keep copies of agreed support information where practical. Distinguish a legal requirement from a provider policy and from a good-practice preference; they are not always the same. Ask whether information relates to the proposed worker or is only a general company statement. If circumstances change, pause and reassess the task instead of assuming an earlier agreement automatically covers new risks or responsibilities.

Workers must not exploit trust, pressure participants, misuse money or property, or tolerate abuse, neglect or violence. Professional boundaries are part of respectful support.

Safety is more than a certificate. It also depends on respectful behaviour, clear boundaries, accurate records, following agreed instructions and speaking up when a task is outside the worker's competence or role. Participants should be involved in decisions and should know how to raise a concern without fear of losing support. Look for evidence that safety is part of ordinary practice: the worker asks before acting, explains unfamiliar steps, protects private information and reports changes promptly. A person should never be pressured to accept a task, worker or arrangement simply because it is easier for the roster. Immediate danger should be handled through emergency services, not a routine feedback channel.

If safe, write down what occurred and contact the provider with the outcome you need. Serious concerns can be raised with the NDIS Quality and Safeguards Commission; emergencies should go to emergency services.

Ask for plain answers rather than broad assurances. A provider should be able to explain which checks or training are relevant to the actual duties, how current information is verified, what happens when a worker needs guidance and who you contact if something goes wrong. Keep copies of agreed support information where practical. Distinguish a legal requirement from a provider policy and from a good-practice preference; they are not always the same. Ask whether information relates to the proposed worker or is only a general company statement. If circumstances change, pause and reassess the task instead of assuming an earlier agreement automatically covers new risks or responsibilities.

If you are comparing support workers, contact Valencea with the tasks, risks and questions that matter to you. We will not treat a certificate or broad promise as a substitute for a clear conversation about scope and fit. Valencea is based in Northmead and supports plan-managed and self-managed participants across Western Sydney. Enquiries receive a response within 24 hours, and support typically starts within 2–5 business days when needs, availability and fit are confirmed. Call 0494 733 201 Monday to Friday, 9:00am–5:00pm, or make a low-pressure Request Support enquiry. You can also use the free meet and greet to ask worker-specific questions before making any commitment. Bring a short list so the matters important to your safety and comfort are not lost in a general conversation.