NDIS Code of Conduct
At Vital Healthcare Services (Vital HCS), we are bound by the NDIS Code of Conduct — a set of legally binding standards set by the NDIS Quality and Safeguards Commission that applies to every NDIS provider and worker in Australia. These are the standards you can hold us to.
Respect for Your Rights
We are required to act with respect for your right to freedom of expression, self-determination, and decision-making. In practice, this means we:
- Respect your right to make your own decisions
- Support your choices, even when they differ from ours
- Never pressure you into a service or a decision
- Recognise you as the person in charge of your own life
Respect for Your Privacy
Your personal information and your private life are protected. We:
- Keep your personal information private and secure
- Share information only when necessary to deliver your supports safely
- Respect your home and your personal space
- Handle all records in accordance with Australian privacy laws
Safe and Competent Supports
Every support must be delivered with care and skill. This means services that are:
- Delivered by trained and qualified staff
- Within the worker’s scope of training and competence
- Planned around your needs and abilities
- Reviewed regularly to ensure they remain safe and appropriate
Integrity, Honesty and Transparency
You are entitled to straight answers. We:
- Communicate clearly about what we can and cannot provide
- Are upfront about costs and how your funding is used
- Never make claims about our services that are not true
- Admit and correct mistakes rather than hide them
Raising and Acting on Concerns
Our team is required to act, not wait. Every worker must:
- Raise any concern that could affect the quality or safety of your supports
- Report concerns promptly, without delay
- Follow through until the concern is properly addressed
- Never ignore or downplay a risk to a participant
Preventing Violence, Exploitation, Neglect and Abuse
We take all reasonable steps to prevent harm and to respond when it occurs. This includes:
- Thorough screening of every worker before they start
- Ongoing training in recognising and responding to abuse and neglect
- Clear reporting procedures for every incident
- Immediate action when a concern is raised
Preventing Sexual Misconduct
We take all reasonable steps to prevent and respond to sexual misconduct. Our position is zero tolerance:
- Strict professional boundaries between workers and participants
- Mandatory reporting of any allegation or concern
- Immediate removal of any worker under investigation
- Full cooperation with the NDIS Commission and police
Fair and Justified Pricing
You will not be charged more because you are an NDIS participant. We:
- Charge in line with the NDIS Price Guide
- Do not represent higher prices for goods without reasonable justification
- Explain all costs before services begin
- Provide clear service agreements and invoices
If We Fall Short
If you believe we have not met these standards, you have the right to raise it. We will:
- Listen respectfully
- Treat your complaint confidentially
- Investigate concerns fairly
- Keep you informed throughout the process
- Work toward a timely resolution
You can also contact the NDIS Quality and Safeguards Commission directly at any time. You do not need our permission and you do not need to tell us first.
NDIS Quality and Safeguards Commission: 1800 035 544
Website: ndiscommission.gov.au
Contact Us
If you have questions about the Code of Conduct or would like to discuss any concerns, please contact us.
Vital Healthcare Services
- Phone: 0452 186 091
- Email: info@vitalhcs.com.au
- Address: 1-3 Metro Parade
Mawson Lakes SA 5095
Australia
