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 providers, change your mind, involve your family as much or as little as you want, and complain without it affecting your supports.

Your choice of provider

TrueSide offers two separate services: support coordination and support work. They are never bundled. Using one does not commit you to the other, and declining one never affects the other. If TrueSide coordinates your plan, you choose your support workers, therapists and other providers freely - including providers that compete with us. If TrueSide delivers your support work, you are free to have any support coordinator you like, or none. You can change or end either service in line with the notice period in your service agreement, and we will hand over properly to whoever comes next.

Privacy

We collect only the personal information needed to respond to you and deliver safe support. Through the website enquiry and referral forms this is typically: your name, phone or email, how your plan is managed, which service you are asking about, your suburb, your preferred language and anything you write in the message box. The forms also record basic technical context, such as the page you enquired from, so we know what you were reading when you reached out. Form submissions are processed by Netlify, the platform that hosts this website, and delivered to us securely.

Once you become a participant we also hold the information needed to deliver support: contact details, plan type, support needs, and relevant health and safety information. Your information is stored securely, never sold, and never used for advertising lists. It is only shared with people you have consented to - such as your plan manager or support coordinator - or where the law requires it. A signed Consent to Share Information form controls exactly who we can talk to about your supports. You can ask to see, correct or delete your information at any time by contacting admin@trueside.com.au. If you are not satisfied with how we handle a privacy concern, you can contact the Office of the Australian Information Commissioner (oaic.gov.au).

Conflict of interest

TrueSide provides both support coordination and support work. When one provider offers both, a conflict of interest can exist: a coordinator could be tempted to steer participants toward their own support work. We would rather name that plainly and manage it properly than pretend it away. This is how we handle it.

What counts as a conflict. We treat all three kinds seriously: an actual conflict, where our interests could directly influence advice we give you; a perceived conflict, where a reasonable person might think our advice was self-interested even if it wasn't; and a potential conflict, where a situation could turn into a conflict later.

Disclosure. If TrueSide coordinates your plan, we tell you at the very start, in plain words, that TrueSide also sells support work and that recommending ourselves is a conflict of interest. We repeat that disclosure any time our own services come up as an option.

How recommendations work. Our support coordination never requires, assumes or defaults to TrueSide support workers. When you need a support work provider, we present options based on your needs and preferences. If you raise TrueSide support work yourself, we will: name the conflict again; give you genuine external alternatives to compare, where they exist; make clear that choosing someone else has zero effect on your coordination; and record the discussion and your decision in writing.

Consent in writing. If you choose to use TrueSide for both services, that choice is documented with your written consent, kept on file, and revisited at plan reviews. You can unwind it at any time, without penalty and without awkwardness.

No incentives. TrueSide does not pay or receive referral fees, commissions or kickbacks from any provider, and no one at TrueSide is rewarded for steering participants anywhere.

When we step back. If a conflict cannot be managed safely - for example, where independent advice is essential and no genuine alternative exists - we will say so and help you find an independent coordinator instead.

If you have concerns. Raise it with us directly, or go straight to the NDIS Quality and Safeguards Commission on 1800 035 544. A conflict-of-interest concern is treated as a complaint and never affects your supports.

Complaints

If something is not right - about coordination or support work - tell us directly by phone, text or email, in English or Dari. Complaints are acknowledged as promptly as practical; we aim to respond 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 Schedule 2026-27 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 Schedule and are agreed with you in writing in the service agreement before they are ever charged. No agreement, no charge. Travel charges do not apply to support coordination delivered by phone or video.