Participant Rights & Code of Conduct

1. Purpose

This document sets out the rights every GTI participant is entitled to, the standard of conduct GTI staff are required to meet, and what GTI expects from participants in return, so that our working relationship is safe, respectful, and built on trust. It is written to align with the NDIS Act 2013, the Disability Discrimination Act 1992, and the NDIS Code of Conduct.

2. Your Rights as a GTI Participant

As an NDIS participant, you have the right to:

• Receive support that is safe, respectful, and meets your needs
• Be free from abuse, neglect, exploitation, and any form of harm
• Make decisions about your own life, including taking reasonable risks
• Access an independent advocate at any time, at no cost to you
• Change your support provider at any time — you are never locked in
• Have a support person or advocate with you at any meeting
• Receive information in a way that is easy for you to understand, including Easy English, large print, or an interpreter on request
• Have your cultural background and identity respected
• Make a complaint at any time, without fear that your services will be reduced or changed as a result
• Speak up and be heard — GTI will listen and act on what you tell us
• Say no to any support, at any time, without pressure
• Choose your supports, your goals, and how GTI works with you
• Be treated fairly and without discrimination — always
• Have your personal information kept private and only shared with your permission

3. GTI's Code of Conduct for Staff

Every person engaged by GTI to deliver your support — employees and contractors alike — must hold a current NDIS Worker Screening Clearance and complete safeguarding training before working with participants. All GTI staff are required to:

• Treat you with dignity and respect at all times
• Ask for your consent before assisting with personal care or any physical task
• Respect your personal space and privacy
• Never use physical force or restraint, unless specifically authorised in your behaviour support plan
• Behave professionally at all times, including appropriate language and personal boundaries
• Never ask you to keep secrets from your family, guardian, or the NDIS Commission
• Never take or share photos or videos of you without your specific written consent — and you can withdraw that consent at any time
• Never post images or information about participants on social media, under any circumstances
• Be trained and competency-assessed before administering any medication, and accurately record it in your medication register
• Report any medication error or safety concern immediately to the Director

GTI operates a zero-tolerance policy toward abuse, neglect, exploitation, or any harm to participants by staff.

4. Your Responsibilities as a Participant

To help us work well together, GTI asks that you:

• Treat GTI staff with respect and courtesy
• Tell us as early as possible if you need to cancel a support session
• Let us know if your needs, goals, or circumstances change
• Ensure GTI staff can safely access your home or support location
• Be honest with us about how you are feeling and what you need
• Tell us if something is not working for you — we want to get it right
• Let us know if your NDIS plan funding is running low
• Attend planned reviews and meetings so we can keep your support on track

Cancellations

If you cannot attend a scheduled support, please let us know as early as possible. Under the NDIS pricing rules, GTI may charge a cancellation fee if a session is cancelled with less than 2 business days' notice, or if you do not attend (a no-show). We understand things happen unexpectedly — if this occurs, contact us and we will discuss your situation.

5. Privacy and Confidentiality

GTI collects only the personal information needed to plan and deliver your support: your name, contact details, date of birth, NDIS participant number and plan details, information about your disability, health and support needs, progress notes, and emergency contact details.

We will never sell your information or share it for advertising purposes. You can ask to see your personal information at any time by contacting the CEO, Subrath Regmi, and you can ask us to correct anything that's wrong. If your information is ever involved in a data breach, we will notify you and the Office of the Australian Information Commissioner (OAIC). See our Privacy Policy for full details.

6. If You Feel Unsafe, or Your Rights Aren't Being Upheld

You can raise this with any GTI staff member, directly with the Director, or directly with the NDIS Commission — you never need to go through GTI first. See our Complaints & Feedback Policy for the full escalation pathway and contact details.

7. Changing or Ending Your Supports

• You can ask to change the type, frequency, or provider of your support at any time — speak to your support worker or the Director
• You can end your Service Agreement with GTI by giving 14 days' written notice
• Either party can end the agreement immediately if there is a safety concern
• GTI will help you transition to another provider if you choose to leave, and will transfer your records to you or your new provider with your consent
• Changing providers does not affect your NDIS plan — your funding stays with you
• GTI retains your records for 7 years after your services end, as required by law

8. Key Contacts

• Shruti Adhikari, Director — your first point of contact for any question about your services or supports — 0426 189 249 / nurses@guidancetoindependence.com.au
• Subrath Regmi, CEO — for serious complaints or urgent matters — 0421 007 153 / info@guidancetoindependence.com.au
• Sarvesh Upadhyay, Operations & Compliance Officer — for rostering, transport, or operational matters — 0424 117 573 / operations@guidancetoindependence.com.au
• Gita Thapa, Support Worker — 0422 886 307
• Santosh Pulami, Support Worker — 0452 490 016

External Support and Advocacy

• NDIS Quality & Safeguards Commission — 1800 035 544 — complaints about any NDIS provider
• NDIS National Call Centre — 1800 800 110 — general NDIS plan questions
• Disability Advocacy (national) — 1800 010 066 — free, independent advocacy
• Translating & Interpreting Service — 13 14 50 — free interpreting
• Lifeline — 13 11 14 — crisis support, 24/7
• Beyond Blue — 1300 22 4636 — mental health and wellbeing support

In any life-threatening emergency — call 000 immediately.

9. Legislative Basis

• NDIS Act 2013 (Cth)
• NDIS Code of Conduct
• NDIS Practice Standards and Quality Indicators 2021
• Disability Discrimination Act 1992 (Cth)
• Disability Services Act 1986 (Cth)
• Privacy Act 1988 (Cth)
• Work Health and Safety Act 2011 (Cth)

10. Related Documents

• Complaints & Feedback Policy
• Participant Handbook
• Service Agreement
• Risk Management Policy and Procedure
• Staff Handbook