Remove state filters
Global Menu
Main Menu

Latest Resources

Moving forward with COVID Risk Mitigation 24 Nov 2022: Webinar recording and presentation package

Webinar recording and presentation notes to support provider responsibilities for COVID-19 risk mitigation following removal of pandemic orders and requirements.

Addressing Occupational Violence in the Victorian Disability Sector: An overview

This paper provides an overview of the finding of a desktop review of key factors in addressing Occupational Violence in the Disability Sector

Understanding key factors that impact Disability Support Worker Retention

A summary of key factors impacting worker retention identified in a desktop review of academic literature and workforce report.

NDIS Quality and Safeguards Resources

ndis quality and Safeguards resources banner. Photo of a people's shadows.

Key benefits

  • Interactive resource that provides quick links to targeted information.
  • A collection of information on a number of NDIS Quality and Safeguards topics.
  • Practical guides to streamline effort and support meeting NDIS Commission requirements.

Who is this for?

These resources are for anyone working in the sector who wants a further understanding and guidance on NDIS Quality and Safeguards topics.

Resource Library

These resources provide support for providers to understand and meet registration conditions; engage with the NDIS Practice Standards; and drive continuous quality improvement to raise both the standard and safety of service delivery to NDIS Participants.

Training and events relating to the NDIS Quality and Safeguards framework are also available.

[back to top]

Risk, Incidents and Complaints Management Resources

Why managing risk, incidents and complaints is important

A well-managed risk, incidents and complaints system will help drive safer and good quality outcomes for people with disability and meet the regulatory requirements of the NDIS Commission.

"A good risk, incidents and complaints system is really about being a responsible business owner and provider. You really need to be on top of things when things go wrong as well as when things go right and when you have good systems in place, that are easy to use – it’s about good governance" Source: Film

These resources have been developed for individuals/sole traders and small and medium sized providers and can be adapted for an individual service's needs and size. They will assist to implement systems and processes that will drive good quality outcomes for people with disability and help meet some of the regulatory requirements of the NDIS Commission.

Risk Incidents and Complaints Management Resource GuideAll resources can be found in the Risk, Incidents and Complaints Management Resources Guide. Download the iPDF onto your desktop for easy access to over 50 risk, incidents, complaints, investigations and CALD resources including editable templates, checklists, infographics, Excel registers, film, animations, translations, relevant NDIS documents, Zero Tolerance resources, staff training recommendations plus tips, FAQ and reflections.


Using this interactive document

After downloading the document, it is recommended to take time to explore the contents. Use the icons on the landing page and the buttons at the bottom of each page (navigation menu) to take you to the relevant chapter and words highlighted in green underline (hyperlinks) will take you to the relevant document, resource, or tool.

Who is this guide for?

This guide is most suited to sole traders, small and medium sized organisations, however large organisations may find the guide and associated resources useful when scaled appropriately and proportionality applied.

Note: These resources and guide are designed to guide and support and will require customisation and should not be relied upon in and of themselves to meet your audit and quality obligations.

The accessible version is currently being updated and will be available soon.

Download Interactive Resource Guide (PDF 2.9MB)

Training and events relating to Risk, Incidents and Complaints are also available.

Investigations play a key role in providing safer and better-quality services by helping providers learn from mistakes and prevent future incidents. The process can also help with rebuilding trust and relationships when something has gone wrong.  

These resources have been developed to support disability services to undertake investigations and are intended for use by staff who have the responsibility for conducting investigations as part of their role.  Download the Risk, Incidents and Complaints Management Resource Guide above, and click on the Investigations icon for all the resources and animation.   

Note: The resources are general in nature and are to be used as a guide.  

Seeking feedback from participants and families is an important part of providing a quality service.  Feedback gives service providers an indication of how services are being received and if there are areas where they can be improved.

A major barrier to CALD Australians interacting with feedback and complaints systems is a lack of trust and fear of negative repercussions. To be confident to give feedback or make a complaint, a person must know that they can complain and be aware of the available complaints processes.  Download the Risk, Incidents and Complaints Management Resource Guide above, and click on the CALD icon for all the translated resources.  

Note: The resources are general in nature and are to be used as a guide. 

The four As of Complaints - Infographic

It's ok to complain - Infographic

Complaints handling for staff - Infographic

How we deliver safer services - Infographic

Training and events relating to Risk, Incidents and Complaints are also available.

Supported and funded by the Australian Government

[back to top]

Provider registration

This is to support NDIS Providers and to ensure they check compliance requirements, be financially sustainable, and enhance outcomes for people with disabilities and organisational performance

Download PDF slides Download accessible Word slides

This webinar explains what staff need to be aware of in relation to their responsibilities under the NDIS Commission quality and safeguards requirements.

Watch webinar

Download accessible Word slides

[back to top]

NDIS Code Of Conduct Resources

These films can be watched in sequence with opportunities for reflection and discussion in between each film. Alternatively, each film can be watched on its own if there is a particular obligation of interest, or if there is something happening in your workplace you believe should be addressed.

Please note: the films were recorded under COVID-19 conditions and you will experience some variation in film quality and audio.

Obligation 1: Act with respect for individual rights to freedom of expression, self-determination, and decision-making in accordance with relevant laws and conventions

Download Obligation 1 Film

Presented by: Michaela Broderick

Obligation 2: Respect the privacy of people with disability

Download Obligation 2 Film

Presented by: Leigh Creighton

Obligation 3: Provide supports and services in a safe and competent manner with care and skill 

Download Obligation 3 Film

Presented by: Jessica Cochran

Obligation 4: Act with integrity, honesty, and transparency

Download Obligation 4 Film

Presented by: Samson Hailu

Obligation 5: Promptly take steps to raise and act on concerns about matters that might have an impact on the Quality and safety of supports provided to people with disability

Download Obligation 5 Film

Presented by: Meaghan O’Shannessy

Obligation 6: Take all reasonable steps to prevent and respond to all forms of violence, exploitation, neglect, and abuse

Download Obligation 6 Film

Presented by: Matthew Carey

Obligation 7: Take all reasonable steps to prevent sexual misconduct

Download Obligation 7 Film

Presented by: Zel Iscel

Michaela Broderick

Michaela Broderick

Michaela describes herself as a bubbly individual who loves to challenge the perceptions of the disability sector and community as a person living with a disability.

Michaela has fought the barriers to attend University to complete a Bachelor of Legal Studies. She is a Principals award reciprocate, an artist whose work has been purchased by NDIA. Michaela is an avid believer in choice and control and pioneers for young people living with a disability to know their rights and to live the life they choose.

Michaela recently moved from Tasmania for a sea change to the sunny and exquisite Gold Coast where she does her artwork and cooks up her favourite meal. Michaela loves the outdoors and is looking forward to more travel.

Leigh Creighton

Leigh Creighton

Leigh Creighton is a leader around social change in the Hunter. A ‘Living Life My Way’ ambassador and champion, a motivational speaker, LTD presenter and mental health ambassador, Leigh is a committed advocate for the rights and best interests of people with disability.  

Leigh’s passion is to make the world a better place for all human kind and his motto is ‘believe in yourself, go for your dreams and live every single moment to the fullest’. His experience in how he uses his NDIS Plan to live independently and to be part of his community. Leigh is committed to ensuring that the diverse voices of people with intellectual disability are heard - to be at the centre of everything.

Jess Cochran

Jessica Cochran

Jess is 30 years old and lives with psychosocial and physical disabilities. Her primary conditions include C-PTSD and Ehlers Danlos Syndrome.  She has lived independently for three years now and loves the community but is looking forward to being able to access it on a more regular basis. She is a passionate advocate for disability rights believing that through her own journey she can use her voice to help raise awareness to help better services, accessibility, respect and awareness for people with a disability and their support networks.

She also has a wide range of hobbies including modelling, singing, hand sewing quilts, girl guides, acting and sit down comedy.

Samson Hailu

Samson Hailu

Samson has a lived experience of disability and is passionate about advocating for the human rights of people with a disability. Samson has completed a Diploma in Community Services.

Creativity is a large part of Samson’s life. He makes hip hop music and is always on the lookout for creative opportunities in his spare time!

Meaghan oshannessey

Meaghan O'Shannessy

Meaghan studied an Arts Degree in Popular Culture including studying Japanese and Italian Language concurrently. She has over ten years experience facilitating training for the Finance and Insurance sector. More recently, Meaghan completed a Certificate IV in Disability. Meaghan is a consumer of Mental Health Services and has a wealth of lived and work experience in the Disability Sector. She is articulate and passionate about engaging people in conversations and addressing misconceptions of mental health diagnoses. Meaghan is proud to be a member of the NDS Practice Support Network.

In her spare time, Meaghan loves walking her two incorrigible black pugs, whom she has ambitions, one day, to train as therapy dogs. She enjoys keeping her body and mind sound through swimming in the bay, mindfulness meditation, and watching films with her 16-year-old son.

Matthew Carey

Matthew Carey 

Matthew has been blind from birth but has not let his lack of sight hold him back from some great experiences! Some of which include competing in athletics and swimming carnivals across Australia and New Zealand at school, being Program Director at FreshFM, and raising funds for Eye Play Sport through public speaking events.  Matthew has also recently been married and moved to the Northern Territory.

Matthew has a keen interest in politics, advocacy and social justice issues. Further to Matthew’s interests, he enjoys many sports, especially cricket, soccer and AFL football (Carn the Crows!) attending as many games as possible.

Zel Iscel

Zel Iscel 

Zel Iscel was born blind in Turkey and arrived in Australia with her family at the age of six. She began her education with no English but learned quickly because she loves to talk! Zel became involved in disability advocacy while studying a BA in Politics and Government at Edith Cowan University. After completing her degree, Zel’s love of travel took her to London for a two year working holiday. Zel then returned to Australia to begin her career in disability working in state, national and international roles.

Zel currently works as a user analyst specialising in technology for the blind and vision impaired. She also runs her own consultancy, Inclusive World, where she conducts tailored disability awareness trainings and provides advice on matters and projects relating to inclusion.

Download PDF slides Download accessible Word slides

Additional Resources available:

For more information contact Mary Lou McPherson, National Practice Lead - Zero Tolerance Initiative, 03 8341 4300, submit enquiry/feedback

These films and resources were made possible by funding from the NDIS Quality and Safeguards Commission.

This session discusses the NDIS Code of Conduct using the Code of Conduct Films to help promote discussion and bring the Code into every day practice. It looks at opportunities to keep the Code front and centre in the workplace.

Facilitated by the NDS Practice Support Network.

Watch Webinar

Practice Standards

The NDIS Practice Standards and Quality Indicators require disability service providers to meet standards for quality and safety.

This interpretive guide is for organisations preparing to re-register as an NDIS provider. The aim is to help providers that are required to meet Certification requirements with the NDIS Commission, to interpret and better understand the requirements of the NDIS Practice Standards Core Module and associated quality indicators. The guide provides both an explanation of what each indicator means and provides some examples of documentary evidence that may meet the requirement of the quality indicator.

Download PDF 

Download accessible publication (Word 98KB)

The NDIS Practice Standards and Quality Indicatorsrequire disability service providers to undertake emergency and disaster management planning.

The following resources may assist providers meet the updated NDIS Practice Standards for emergency and disaster management.

Enjoy Safe Meals resources are available on the website for providers. The resources have been developed through a collaborative project, Co-Creating Safe and Enjoyable Meals for People with Swallowing Disability, led by The University of Technology Sydney (UTS).

Other resources to help providers meet this standard:

[back to top]

Continuous Quality Improvement

The Quality Management Guide is a resource for developing and implementing quality management for disability service providers. For organisations new to quality management, the guide provides a starting point and a step-by-step guide, while experienced providers may find it useful for checking their existing system.

Download PDF slides Download accessible Word slides

Inclusive Governance

The associated Quality Management and Continuous Quality Improvement webcast, provides a snapshot of the guide and could be used for staff training purposes.

Watch Webinar

Download accessible Word slides

The ‘Embedding Quality’ webinar provides organisations with strategies and resources to help expand quality processes beyond compliance with the NDIS Practice Standards. Promotes reflection on how to maintain a quality management system and embed quality practices across the organisation.

Watch Webinar

Download accessible Word slides

This factsheet provides information about organisational internal audit programs, their purpose and how they might be designed, implemented and reviewed.

Download PDF slides Download accessible Word slides

[back to top]

Involving Participants in Governance and Operation

This factsheet provides information about how providers can be inclusive of people with disability in the governance of your organisation. Consider ways to develop your participation strategy and how participants can have input into the development of organisational policy and processes including the provision of supports and the protection of participant rights.

Download PDF Accessible Word

Participant Communication

Supported decision-making (SDM) is the best practice approach to enhance the ability of people with disability to make their own decisions. This guide is for workers, volunteers, managers and directors/Board members of NDIS providers. Each section of the guide explains key aspects of supported decision-making as well as the implications for NDIS providers.

Download PDF slides Download accessible Word slides

This fact sheet identifies a checklist of information the NDIS Commission has determined registered providers must give to all participants. It also includes some useful resources to support providers to meet their obligations.

Download PDF slides Download accessible Word slides

[back to top]

NDIS Commission Practice Alerts

Dysphagia is a medical term for any difficulty with swallowing

Information and advice in the Dysphagia, safe swallowing and mealtime management practice alert includes:

  • Signs and symptoms of Dysphagia
  • Provider obligations
  • Recommended ways to support participants with dysphagia and what all staff should know

Certain medicines, commonly given to people with disability, can increase the risk of choking

Information and advice in the Medicines associated with swallowing problems practice alert includes:

  • Considerations, including peak risk times and when to get a medical review
  • Medicines associated with drowsiness that impact swallowing
  • Medicines associated with swallowing problems, including Risperidone, Sodium valproate, and Olanzapine.

The Commission advises that 'polypharmacy is often defined as the use of five or more medications, or two or more psychotropic medications, at the same time'.

The Polypharmacy practice alert includes:

  • What is polypharmacy
  • The risks associated with polypharmacy
  • How to seek a Home Medicines Review (HMR) for participants
  • Recommended supports for participants receiving polypharmacy – including the frequency of reviews
  • Provider obligations

Supporting staff to understand epilepsy can help to reduce the risk for people with disability.

The Epilepsy management practice alert includes:

  • What is epilepsy
  • Risks associated with epilepsy
  • Recommended ways to support participants with epilepsy
  • Provider obligations, including the need to develop an epilepsy management plan in consultation with a medical practitioner

In Australia, transitions between hospitals and disability services can present a risk of harm to participants. Safe transitions of care require clear communication and coordination.

Information and advice in the Transitions of care between disability services and hospitals provider alert includes:

  • The risks of mismanaging the movement of people with disability between places or services providing care
  • Recommended ways to support participants admitted to hospital
  • Guidance for when a participant leaves hospital
  • How to support participants during transitions of care
  • Provider obligations

[back to top]

Practice leadership workshops for behaviour support practitioners

These workshops are to support the professional development of behaviour support practitioners across Australia.

The first workshop will provide an overview of the importance of practice leadership in relation to Positive Behaviour Support and focus on training staff to effectively and consistently implement behaviour support strategies.

Watch Webinar

Download PDF slides

Download accessible Word slides

The second workshop of this series will focus on how to engage staff teams in reflective practice and how practitioners can reflect on their own practice.

Watch webinar

Download PDF slides Download accessible Word slides

The third workshop of this series will focus on how to collect meaningful data and measure outcomes.

Watch webinar

Download PDF slides Download accessible Word slides

The fourth workshop of this series will focus on supporting the person (and their support network) to be involved in all aspects of positive behaviour support

Watch webinar Download PDF slides

Download accessible Word slides

Behaviour support workshops

The second series of NDS workshops for behaviour support practitioners can be found at Behaviour Support Practitioner Recorded Webinars

[back to top]

Recognising and Reporting Restrictive Practices Workshop

This session discusses a human rights based approach to supporting people with disability, the NDS Zero Tolerance Framework and relevant resources, the importance of focussing on quality life, the misuse of restrictive practices, what the evidence says, practice leadership and reflective practice. Facilitated by the NDS Practice Support Network.

Watch Webinar

Download PDF slides Download accessible Word slides

[back to top]

Resources currently in development:

  • Worker screening

NDS will notify members when resources become available and are moved to the interactive drop downs above.

NDS has been funded by the Australian government through the NDIS Quality and Safeguards Commission, to support Australian disability service providers to meet the requirements of the NDIS Quality and Safeguards framework.

[back to top]

Related Resources

[back to top]

Contact information

For any enquiries, please contact Jenny Klause, Sector Support Consultant, submit enquiry/feedback