WestLife Group is committed to delivering safe, high-quality, and transparent supports to every participant.

Our Policies & Procedures, together with the NDIS Code of Conduct, set the standards that guide how we deliver services, protect participant rights, and meet all NDIS Practice Standards and legislative requirements.

All WestLife Group workers, contractors, and representatives must follow the NDIS Code of Conduct to ensures services are delivered safely, respectfully, and with integrity.

NDIS Code of Conduct

Under the NDIS Code of Conduct, we must:

1. Act with respect for individual rights and freedom of expression

We support autonomy, independence, and personal decision-making.

2. Respect the privacy of people with disability

All personal and sensitive information is handled confidentially.

3. Provide supports safely and competently

Workers follow Westlife Group procedures, industry standards, and NDIS requirements.

4. Act with integrity, honesty, and transparency

We communicate openly and avoid misleading behaviour.

5. Promptly take steps to prevent and respond to harm

We act immediately on risks, concerns, or allegations.

6. Prevent and manage conflicts of interest

Participants always receive unbiased advice and free choice of provider.

7. Take reasonable steps to prevent misconduct

Workers follow safe, lawful, and ethical practices at all times.

Full policy documents of WestLife Group are available to participants, families, representatives, and advocates upon request. Below is a professional summary of our key policies.

Governance & Quality Management Policy

WestLife Group maintains strong governance systems to ensure services are safe, compliant, and continuously improving. Our leadership structure upholds accountability, transparency, and participant wellbeing.

Our governance commitment includes:

• Clear organisational structure with defined roles and responsibilities
• Oversight of all supports in line with NDIS Practice Standards
• Internal audits, quality reviews, and performance monitoring
• Strategic and business planning aligned with laws and participant needs
• Documented systems for delegation, emergencies, complaints, and incidents
• Transparent records and safeguarding controls

We also:

• Ensure key personnel are trained, competent, and supported
• Encourage participant involvement in governance where possible
• Maintain up-to-date Legislation and Policy Registers
• Record improvements in the Continuous Improvement Register
• Identify and manage all actual or perceived conflicts of interest

Participant Rights & Safety Policy

WestLife Group promotes a safe, respectful, inclusive environment where every participant’s rights are upheld.

Participants are guaranteed the right to:

• Be free from abuse, neglect, violence, exploitation, and discrimination
• Make choices and exercise control over their supports
• Receive information in accessible formats (Easy Read, translations, etc.)
• Access independent advocacy at any time
• Raise concerns without fear of retaliation

Our responsibilities include:

• Acting immediately on all safety concerns
• Recording and investigating incidents under NDIS Incident Management rules
• Providing support and follow-up for affected participants
• Training workers to identify and report signs of harm
• Implementing improvements to reduce the risk of recurrence

Privacy & Information Management Policy

WestLife Group protects all personal information in line with the Privacy Act 1988, the Australian Privacy Principles, and NDIS privacy expectations.

We only collect information necessary to:

• Understand disability and support needs
• Develop individualised support plans
• Deliver safe, appropriate services
• Communicate with the NDIS and related agencies

We ensure participants understand:

• What information we collect
• Why we collect it
• Who may access or receive it
• When information may be shared without consent (legal requirements only)

Your information is protected by:

• Encrypted and secure cloud storage
• Restricted staff access and authentication controls
• Mandatory privacy training for all staff
• Secure transfer, retention, and destruction procedures

Participants have the right to:

• Access their personal records
• Request corrections or updates
• Withdraw consent
• Make a privacy complaint

Feedback & Complaints

WestLife Group values all feedback and treats complaints as opportunities to improve.

Participants may provide feedback or make a complaint:

• In person
• By phone
• By email
• Via the website
• Through an advocate
• Anonymously

When a complaint is received, we:

• Acknowledge it within 3 business days
• Listen respectfully and without judgement
• Support advocacy involvement
• Investigate fairly and confidentially
• Communicate progress and outcomes promptly
• Use findings to improve our systems and services

External option:

Participants may contact the NDIS Quality & Safeguards Commission at any time.

Conflict of Interest Policy

WestLife Group ensures participants remain in full control of their services.

We ensure:

• All staff declare actual, potential, or perceived conflicts
• All conflicts are recorded and appropriately managed
• Participants receive neutral, balanced information about service options
• At least three alternative providers are offered when arranging supports
• No worker influences participant decisions

Participants are assured:

• Their choices are respected at all times
• Their decisions will never impact access to supports
• Organisational interests never override participant wellbeing

SDA Conflict of Interest Policy

For Specialist Disability Accommodation (SDA), Westlife Group ensures clear separation between housing and support services.

We guarantee:

• Separate service agreements for SDA and support services
• Full freedom to choose any SIL or support provider
• Housing rights protected regardless of support provider choice
• Transparent management of all SDA-related conflicts

We also:

• Provide clear, neutral information about all available providers
• Document participant choices and reasoning
• Never pressure a participant to choose our services

SDA Tenancy Management Policy

WestLife Group manages SDA tenancies in alignment with NDIS legislation and state-based tenancy laws.

Our commitments include:

• Transparent vacancy advertising and fair applicant selection
• Respect for each participant’s needs, preferences, and communication style
• Support with inspections and decision-making
• Clear communication of tenancy rights and obligations
• Prompt response to repairs, safety issues, and maintenance
• Reasonable adjustments when support needs change

If a participant’s needs can’t be met, we:

• Work with the participant, their supports, and the NDIS to find suitable alternatives
• Ensure no participant is left without appropriate accommodation