Your Rights Come First

When receiving support from Dantae Support Services, you have the right to:

• Be treated with dignity and respect

• Be supported without discrimination

• Have your privacy and personal information protected

• Have your individual values, culture, identity and beliefs respected

• Communicate in the way that works best for you

• Be involved in decisions that affect you

• Make informed choices about your supports

• Exercise choice and control

• Be supported to build and maintain independence

• Have your preferences and routines respected

• Be supported to maintain relationships and connections that are important to you

• Receive supports that are safe, competent and appropriate to your needs

• Raise concerns or make a complaint

• Access an independent advocate or other support person

• Be free from violence, abuse, neglect, exploitation and discrimination

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Your rights should be reflected in everyday support — not only in policies and paperwork.

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Your Choices Matter

You know your life better than anyone else.

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Wherever possible, decisions about your supports should be made with you, not for you.

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We will work with you to understand:

• What is important to you

• What you want to achieve

• How you prefer to receive support

• Your daily routines and preferences

• Who you want involved in decisions

• How you prefer information to be communicated

• What makes you feel comfortable and safe

• What independence means to you

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You should be given information in a way you can understand and enough time to consider your options before making important decisions.

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You can ask questions, change your mind and ask for more information.

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Supported Decision-Making

Some people want or need assistance to understand information, consider options or communicate a decision.

Needing support to make a decision does not mean someone else should automatically make that decision for you.

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Supported decision-making may involve:

• Providing information in simpler language

• Using pictures, visual aids or other communication tools

• Breaking a decision into smaller steps

• Giving you additional time

• Discussing the benefits and risks of different options

• Involving someone you trust

• Supporting your preferred communication method

• Revisiting information more than once

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Where you have a nominee, guardian or other authorised decision-maker, we will work within the relevant legal arrangements while continuing to involve you as much as possible.

Your will, preferences and voice remain important.

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Dignity of Risk

Having choice and control also means having the opportunity to make decisions that may involve some risk.

This is sometimes called dignity of risk.

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Our role is not to remove every possible risk from your life.

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Where appropriate, we will work with you to:

• Understand the potential benefits of your choice

• Understand possible risks

• Explore ways to make the activity safer

• Support you to make an informed decision

• Respect your autonomy wherever reasonably possible

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Safety is important, but it should not unnecessarily remove your independence, freedom or ability to make ordinary life choices.

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Respect, Privacy & Dignity

Your home, body, relationships and personal information deserve respect.

Dantae Support Services expects workers to protect your privacy and dignity during everyday support.

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This includes:

• Knocking and respecting private spaces

• Providing personal care discreetly and respectfully

• Discussing private matters appropriately

• Protecting your personal information

• Asking before sharing information where consent is required

• Respecting your relationships and personal choices

• Avoiding unnecessary discussions about you in front of others

• Treating your home as your home, not simply as a workplace

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Information about you should only be collected, accessed, used or shared where there is an appropriate reason and authority to do so.

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Communication That Works for You

You have the right to receive information in a way that is meaningful and accessible to you.

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Please tell us if you prefer:

• Plain English

• Easy Read information

• Visual communication

• Written information

• Verbal explanations

• More time to process information

• A support person present

• Another communication approach

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Where reasonably possible, we will adapt the way we communicate so you can understand the information and participate in decisions.

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If something we provide is difficult to access, you can also ask for another format.

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Your Culture, Identity & Beliefs

Every person brings their own experiences, culture, relationships, values and identity.

Your supports should respect these.

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This may include your:

• Cultural background

• Language

• Religious or spiritual beliefs

• Family relationships

• Gender

• Sexuality

• Personal identity

• Community connections

• Lifestyle

• Personal values and preferences

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You should not have to become someone different simply because you receive disability support.

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Safe and Competent Support

You have the right to expect that your supports are delivered safely and by workers who have the knowledge, training and competency required for the support they provide.

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Dantae Support Services works to ensure workers understand relevant:

• Support plans

• Participant preferences and routines

• Risk-management requirements

• Health support requirements

• Behaviour Support Plans where applicable

• Medication procedures where applicable

• Mealtime requirements where applicable

• Emergency procedures

• Incident reporting requirements

• Privacy and confidentiality obligations

• Professional boundaries

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If something changes in your health, needs, circumstances or support environment, we encourage you or someone you trust to tell us so we can consider whether your supports also need to change.

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Freedom From Abuse, Neglect, Exploitation & Harm

You have the right to receive support free from:

• Violence

• Abuse

• Neglect

• Exploitation

• Discrimination

• Bullying

• Harassment

• Intimidation

• Sexual misconduct

• Unnecessary restriction or control

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Concerns about your safety should be taken seriously.

If we become aware of a situation that may place you or another person at risk, we may need to take action in accordance with our safeguarding, incident-management and legal obligations.

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This can include escalating concerns internally or notifying an appropriate authority where required.

Our priority is to respond in a way that protects your safety while respecting your rights and involving you wherever possible.

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Behaviour Support & Restrictive Practices

Positive Behaviour Support should focus on understanding your needs, improving quality of life and reducing the need for restrictive practices.

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If a regulated restrictive practice applies to your support, there are additional legal safeguards.

You should be supported to understand what is proposed and why.

A regulated restrictive practice must only be used in accordance with applicable NDIS requirements and relevant state or territory authorisation requirements.

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Where permitted, restrictive practices must be:

• Clearly included in the relevant Behaviour Support Plan

• Used only when lawful and authorised

• Used as a last resort

• Proportionate to the risk being managed

• Used for the shortest time reasonably necessary

• The least restrictive available response

• Monitored and reviewed

• Used within a framework aimed at reducing and, where possible, eliminating restrictive practices

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Unauthorised restrictive practices must be treated in accordance with applicable incident and reporting requirements.

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Your Home Should Feel Like Your Home

If you receive Supported Independent Living or other supports within your home, workers should recognise that they are working in your home.

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You should be supported to have a say in matters that affect everyday life, including:

• Your routines

• How your support is provided

• How shared spaces are used

• Your privacy

• Visitors

• Community participation

• Relationships

• Household activities

• Decisions affecting your living environment

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Where you live with other people, everyone's rights and safety need to be considered respectfully.

Good shared living should not mean losing your individuality or control over ordinary decisions about your life.

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SIL, Housing & Your Choices

From 1 July 2026, additional NDIS Practice Standards apply to Supported Independent Living providers.

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These standards strengthen expectations around:

• Supported decision-making

• Safeguarding

• Worker competency and practice

• Participant involvement in their home

• Housing and support arrangements

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Where Dantae Support Services provides both SIL supports and a housing or tenancy arrangement, these arrangements should be clearly explained and appropriately separated.

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Your housing agreement and your support arrangements should be understandable, transparent and treated according to the relevant legal and NDIS requirements.

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You should be supported to understand:

• Your housing or tenancy arrangements

• Your service agreement

• The difference between the two

• How changes to your supports are managed

• How concerns about your home can be raised

• How vacancies or shared living changes may affect you

• Your available choices regarding providers and supports

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Where appropriate, you can seek independent advocacy or legal assistance to better understand your housing or tenancy rights.

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Your Support Network

You decide who you want involved in your supports, subject to any lawful authority or decision-making arrangements that apply.

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With your consent, this may include:

• Family

• Friends

• Nominees

• Guardians

• Support Coordinators

• Allied health professionals

• Behaviour Support Practitioners

• Advocates

• Other providers

• Other people important to you

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You can also tell us if there are people you do not want involved or receiving information about you, subject to any applicable legal requirements.

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Independent Advocacy

You have the right to seek assistance from an advocate, including an independent advocate.

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An independent advocate can help you:

• Understand your rights

• Communicate what you want

• Participate in meetings

• Raise concerns

• Make a complaint

• Understand important decisions

• Speak up when you do not feel heard

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Dantae Support Services can support you to access information about independent advocacy services where appropriate.

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Independent advocacy is separate from the services provided by Dantae Support Services.

Choosing to involve an advocate will not disadvantage you.

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Feedback, Compliments & Complaints

We want to know what is working well and what needs to improve.

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You have the right to:

• Give feedback

• Make suggestions

• Raise a concern

• Make a complaint

• Have someone assist you with a complaint

• Have your complaint treated respectfully

• Be appropriately involved in resolving the issue

• Be informed about what happens next

• Contact an external organisation if you do not want to complain directly to us

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You should feel safe raising concerns.

You will not be disadvantaged simply because you make a genuine complaint, provide feedback or question the way your supports are being delivered.

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Where an issue identifies a broader service problem, we may also use what we learn to improve our systems and supports for others.

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[Provide Feedback or Make a Complaint]

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You Can Contact the NDIS Commission

You do not have to resolve every concern directly with Dantae Support Services.

Concerns about the quality or safety of NDIS supports or the conduct of an NDIS provider or worker can also be raised with the NDIS Quality and Safeguards Commission.

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You may also ask another person to help you make a complaint.

Depending on the issue, other organisations may also be able to assist.

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For example, matters about NDIS access, plan funding or certain NDIA decisions are generally matters for the National Disability Insurance Agency, rather than the NDIS Commission.

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Incidents & Safeguarding Concerns

If something goes wrong while you are receiving support, you have the right to have the matter taken seriously.

Dantae Support Services maintains processes for identifying, responding to, recording and reviewing incidents.

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Depending on what has happened, this may involve:

• Making sure you are safe

• Seeking medical or emergency assistance

• Speaking with you about what occurred

• Supporting you to communicate your views

• Contacting an authorised representative where appropriate

• Taking immediate steps to prevent further harm

• Reviewing what happened

• Reporting the incident to the NDIS Commission or another authority where required

• Identifying changes to reduce the likelihood of the issue happening again

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You should be appropriately supported and involved throughout the process.

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You Can Ask Questions

You do not have to agree to something simply because you do not understand it.

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You can ask us to explain:

• Your supports

• Your service agreement

• Costs or charges

• Support schedules

• Changes to your services

• Why information is being requested

• Who information may be shared with

• A risk-management decision

• An incident process

• A complaint outcome

• Anything else affecting the supports you receive

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If something is unclear, please ask.

Our responsibility is to communicate in a way that helps you make informed decisions.

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Changing or Ending Supports

Your circumstances, preferences and goals may change over time.

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You should be supported to understand how services can be:

• Reviewed

• Changed

• Reduced or increased where appropriate

• Transitioned

• Ended

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Any applicable notice periods or other requirements should be explained in your service agreement or relevant arrangement.

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Essential supports should not simply be withdrawn because you have exercised an informed dignity-of-risk choice.

Where a service needs to change or end, we aim to communicate clearly and support an appropriate transition wherever required.

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What We Ask From You

Strong support relationships work best when everyone communicates openly and respectfully.

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Where you are able, we ask that you:

• Treat workers and other people respectfully

• Tell us what matters to you

• Let us know when your needs or circumstances change

• Provide information we reasonably need to support you safely

• Tell us when something is not working

• Participate in support and risk discussions where possible

• Follow agreed arrangements that help maintain a safe support environment

• Let us know if you need information explained differently

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These expectations do not remove or reduce your rights.

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You are entitled to dignity, safety and respectful support regardless of whether you raise concerns, disagree with us or require additional assistance to communicate.

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If Something Doesn't Feel Right

You do not need to wait until a problem becomes serious.

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If:

• You do not feel listened to

• Your preferences are not being respected

• You feel unsafe

• A worker's behaviour concerns you

• You believe your privacy has been breached

• You are worried about something happening in your home

• You do not understand a decision

• You feel pressured into doing something

• You believe your support is not being delivered as agreed

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Please tell us.

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You can speak with a worker you trust, a Service Coordinator, a manager or another member of the Dantae Support Services team.

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You can also use our formal Feedback & Complaints process or seek support from an independent advocate or external authority.

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Our Commitment to You

At Dantae Support Services, person-centred support means more than providing assistance with everyday tasks.

It means recognising that you remain the person in charge of your own life.

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We want the support around you to help you feel:

• Safe

• Respected

• Heard

• Included

• Informed

• Confident

• Supported

• Independent

• In control

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Your goals may change. Your needs may change. Your preferences may change.

Our responsibility is to keep listening and work with you as those things change.

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Need to Talk With Us?

If you have questions about your rights, your supports or something that has happened while receiving services from Dantae Support Services, please contact our team.

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Dantae Support Services

Phone: (07) 5208 8055
Email: info@dantae.com.au

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You can also ask a family member, nominee, guardian, advocate or another trusted person to assist you when contacting us.

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Related Information

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