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Charter of rights & responsibilities

What you can expect from Famycare, and what we ask of you in return. Written in plain language, because a charter nobody can read protects nobody.

Your rights

As a Famycare participant, you have the right to:

  • Be treated with respect. Your dignity, privacy, culture, language, beliefs, gender and sexuality are respected at all times.
  • Make your own choices. You decide what support you receive, who delivers it and how. You can change your mind.
  • Take considered risks. Dignity of risk is a right. We will talk through risks with you rather than decide for you.
  • Safe and competent support. Delivered by workers who are screened, trained and supervised.
  • Privacy. Your personal and health information is collected only where needed, kept secure, and not shared without your consent except where the law requires it.
  • Be informed. Clear information about your supports, what they cost and what your service agreement says, in a format you can understand.
  • Have an advocate. You may involve a family member, friend, interpreter or independent advocate at any time.
  • Complain without consequence. You can raise a concern with us, or go directly to the NDIS Quality and Safeguards Commission, and the support you receive will not be affected.
  • Leave. You can stop using Famycare, and we will support a safe transition to another provider.

Our responsibilities

Famycare is responsible for:

  • Delivering the supports agreed in your service agreement, on time and as described.
  • Being honest about what we can and cannot do, including telling you when another provider is a better fit.
  • Giving you notice of any change to your supports, your workers or our fees.
  • Recording, investigating and answering complaints, and acting on what we learn.
  • Reporting incidents as required, and cooperating fully with the Commission.
  • Keeping your information accurate, secure and available to you.

What we ask of you

  • Treat our workers with the same respect we extend to you. We do not ask our staff to accept abuse.
  • Tell us what you need and what is not working, as early as you can.
  • Give us notice if you need to change or cancel a shift, so the time can be offered to someone else.
  • Let us know about anything that affects your safety or ours in your home.

If something goes wrong

See feedback and complaints for how to raise a concern with us, and how to contact the NDIS Quality and Safeguards Commission directly on 1800 035 544.

Note for the Famycare team: this charter is a plain-language restatement of the NDIS Code of Conduct and Practice Standards, not legal advice. Check it against your participant handbook and service agreement so the documents cannot contradict each other, and have it reviewed before launch. Delete this note once that is done.