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Helpdesk Top 5: June 2019

Image of two young women sitting by a computer, one is pointing at the screen.


NDS members receive unlimited access to the Helpdesk, which is becoming a member-only benefit from 1 July 2019 in Victoria. If you are not yet a member, please visit ‘Become a Member’ to learn more. The Helpdesk also features a growing, comprehensive and searchable Knowledge Hub of over 200 questions and answers.

You can access the Helpdesk with the email and password you use to login to the NDS website. For support or to provide feedback, please contact us at .

Here are the Top 5 questions for June 2019. 

Question 1:

What is the Worker Orientation Module?

Answer 1:

The Worker Orientation Module (or Program) – called ‘Quality, Safety and You’ – is an interactive online course that explains the obligations of workers under the NDIS Code of Conduct from the perspective of NDIS participants. It was developed in consultation with the sector, including NDIS providers and people with a disability.

Read the full answer on the Knowledge Hub.

Question 2:

Who needs to complete the Worker Orientation Module and by when?

Answer 2:

The Quality Indicators Guidelines accompanying the NDIS Practice Standards require, at s. 17 (3), that registered NDIS providers have “an orientation and induction process…in place that is completed by workers, including completion of the mandatory NDIS worker orientation program”.

The requirement to undertake and complete the Program has broad application. It is mandatory for all ‘workers’ over time to undertake and complete the module as this reflects the cultural change brought about by the NDIS in the provision of disability services and the choice and control and rights of NDIS participants. It is therefore important that all workers have the opportunity and are encouraged to complete the module. Providers should support existing workers to undertake the module as part of ongoing learning and development in groups to facilitate information sharing, discussion and questions.

However, the Commission has advised that there is no set timeframe for completion. All that is required of registered NDIS providers at this point is to have a new worker orientation and induction process in place that includes completion of the NDIS worker orientation module. Existing employees can be shown the module over time. Providers with a large number of employees may prefer to consider a staged approach to allowing workers to complete the module, or to show it to workers in groups to streamline to process.

Question 3:

How do workers undertake the NDIS Worker Orientation Module and then prove they have completed it?

Answer 3:

There are two options for workers to undertake the NDIS Worker Orientation Module.

The first option is for workers to undertake it themselves, individually. This will require them to access the Module from the NDIS Commission’s website. They will be required to create an individual registration and account, which they can use to undertake the module at their own pace. When they have completed the Module, a Certificate of Completion will be auto-generated and sent to them by email. Workers can access their account at any time to take actions such as re-issuing the Certificate of Completion.

The second option for workers to undertake the Module is in the context of group learning organised by their employer. Providers who would like to facilitate group learning and participation can do so through group viewing of the module, in which workers are encouraged to discuss and agree on answers to scenarios. In this process, workers should be requested to record their completion through signing a record of attendance. The Commission has confirmed that such records (attendance sheets) are sufficient for auditing purposes, although if workers would like a Certificate of Completion they must complete the module individually via the NDIS Commission website. There is no mandated template for attendance sheets used in this context.

Workers only have to complete the Module once, and it does not expire. However, where workers wish to evidence this for potential employers, they are required to either have a copy of the certificate or to sign a statutory declaration indicating that they have completed the Program. A statutory declaration can be completed using this form.

Question 4:

What happens when a participant does not understand their plan, and does not have a nominee to assist? Can the NDIA themselves appoint a nominee?

Answer 4:

The NDIS Nominee's Operational Guideline states under Section 5.1, "the NDIS Act recognises that there may be circumstances where it is necessary for a person to be appointed as a nominee of a participant, and to act on behalf of, or make decisions on behalf of a participant. Appointments of nominees will be justified only when it is not possible for participants to be assisted to make decisions for themselves (rules 3.1 to 3.3 of the Nominees Rules). It is only in rare and exceptional circumstances that the NDIA will find it necessary to appoint a nominee for a participant who has not requested one."

Read the full answer on the Knowledge Hub.

Question 5:

What is the best email or phone number for a participant or a provider to raise a complaint or provide feedback to the NDIS, either about a specific case or more generally?

Answer 5:

There is a comprehensive page on the NDIS website which addresses complaints and feedback. In the first instance if a participant or provider needs to make a complaint, they can call the main NDIS call centre on 1800 800 110.

In some instances, particularly if the complaint/feedback is around a plan specifically, you may also wish to talk to your Local Area Coordinator (LAC) or Planner, as this can sometimes be a faster turnaround and resolution if it is a simple matter.

If you are in New South Wales or South Australia, a complaint can be made to the NDIS Commission by:

The NDIS Commission can take complaints about:

  • Services or supports that were not provided in a safe and respectful way
  • Services and supports that were not delivered to an appropriate standard

Further information is available at complaints.

The Helpdesk Top 5 articles have been provided to NDIS News up until June 2019. This publication will continue beyond July, if you have enjoyed these articles and would like to see them continue, or have other improvements to suggest for the NDS Helpdesk, please contact us at .

Contact information
Tom Aberdeen, Project Coordinator,