Our policies, in plain language.

Your rights

TrueSide operates under the NDIS Code of Conduct, which applies to all providers, registered and unregistered. That means: respecting your rights, privacy and dignity; providing supports safely and competently; acting with integrity and transparency; raising and acting on concerns about quality and safety; and taking all reasonable steps to prevent violence, abuse, neglect, exploitation and sexual misconduct. You have the right to choose your provider, change your mind, involve your family as much or as little as you want, and complain without it affecting your supports.

Privacy

We collect only the personal information needed to deliver safe support: contact details, plan type, support needs, and relevant health and safety information. It is stored securely, never sold, and only shared with people you have consented to, such as your plan manager or support coordinator, or where the law requires it. You can ask to see, correct or delete your information at any time. A signed Consent to Share Information form controls exactly who we can talk to about your supports.

Complaints

If something is not right, tell us, directly, by phone, text or email, in English or Dari. Complaints are acknowledged within one business day and we work with you on a resolution. You can also complain at any time to the NDIS Quality and Safeguards Commission on 1800 035 544 or at ndiscommission.gov.au. Making a complaint will never affect your supports.

Incidents

Any incident during support, an injury, a near miss, damage, or anything that affects your safety or wellbeing, is documented, communicated to you and your nominated contacts, and acted on. Serious incidents are handled in line with NDIS Commission expectations.

Cancellations

Life happens, just let us know as early as you can. Short-notice cancellation terms follow the NDIS Pricing Arrangements and Price Limits and are set out clearly in your service agreement before support starts, so there are never surprise charges.

Travel & transport

Any provider travel or vehicle kilometre charges follow the NDIS Pricing Arrangements and are agreed with you in writing in the service agreement before they are ever charged. No agreement, no charge.

Documents available on request

Policy and Procedure Manual, Privacy Policy, NDIS Service Agreement template, Schedule of Fees with item codes, Consent to Share Information form, NDIS Code of Conduct Acknowledgement, NDIS Worker Screening clearance, Working with Children Check, first aid certificates and insurance certificate of currency. Email or call and we will send them the same day.