Care Focus Support Services

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Participant Rights

At Care Focus Support Services, we believe every person has the right to be treated with dignity, respect and compassion. As an NDIS support provider based in Swan Hill, Victoria, we are committed to upholding and promoting your rights in every interaction and throughout all the support we provide.

This Participant Rights Policy explains your rights when receiving support from us, and how we work alongside you, your family, carers and support network to ensure those rights are respected and protected.

Your Rights as a Participant

When you receive support from Care Focus Support Services, you have important rights. We will always work with you in a way that recognises and upholds these rights. You have the right to:

  • Be treated with dignity, respect and courtesy at all times, regardless of your background, culture, beliefs, age, gender, identity or abilities.
  • Make decisions about your own supports and life, including how, when and by whom your supports are delivered, and to be supported to make informed choices.
  • Have your privacy and confidentiality protected, and to know how your personal information is collected, stored, used and shared.
  • Receive safe, quality and ethical support that promotes your wellbeing, independence and goals.
  • Access an interpreter or communication support if needed, so that information is provided in a way you can understand and respond to.
  • Be free from abuse, neglect, exploitation and discrimination, and to have any concerns about harm taken seriously and responded to promptly.
  • Make a complaint without fear of consequences, and to have your concerns listened to, investigated and responded to fairly and in a timely way.
  • Have a support person, advocate or carer present during discussions, meetings and decision-making if you choose.
  • Withdraw from services at any time with reasonable notice, and to be informed about any implications this may have for your supports.

Our Responsibilities

Care Focus Support Services, led by our founder Timaima Naitau, is responsible for providing services that respect and protect your rights at all times. Our team members are trained to understand and uphold your rights in their daily work.

To uphold your rights, we will:

  • Treat you with kindness, respect and professionalism in every interaction.
  • Work in partnership with you to plan, deliver and review your supports, and to respond to your changing needs and preferences.
  • Provide clear, accurate and timely information so you can make informed decisions about your supports and options.
  • Protect your privacy by securely storing your information and only sharing it when required or permitted by law, or with your consent.
  • Follow all relevant laws, standards, codes of conduct and ethical guidelines in the delivery of our services.
  • Identify and manage risks to your health, safety and wellbeing, and respond quickly if concerns or incidents arise.
  • Actively listen to your feedback, concerns and complaints, and use them to improve our services.
  • Support you to access communication aids, interpreters or other assistance so that your voice is heard.
  • Respect your right to involve family, carers or other trusted people in decisions about your supports, if you choose.
  • Respect your decision if you choose to change or end services with us, and explain any necessary steps clearly.

Advocacy and Independent Support

You are welcome to have a support person, family member, carer or independent advocate involved in any discussions or decisions about your supports. An advocate is an independent person or organisation that can help you understand your rights, speak up, and have your views taken seriously.

If you would like help to find an independent advocate, we can provide information about advocacy services that operate in Victoria and nationally. You are always free to choose your own advocate and to change advocates at any time.

How to Raise a Concern or Make a Complaint

If you are unhappy with any part of our service, or feel that your rights have not been respected, we encourage you to tell us. Your feedback helps us to improve, and you will not be treated unfairly for speaking up.

Step 1: Talk with us

You can raise a concern or complaint with us in the way that feels most comfortable for you. You may choose to speak directly with your support coordinator or support worker, or contact our office:

You can ask a family member, carer, support person or advocate to contact us on your behalf if you prefer.

Step 2: Our response

We will acknowledge your concern as soon as possible and discuss with you how you would like it to be handled. We aim to:

  • Listen carefully to your concerns and what outcome you are seeking.
  • Explain the steps we will take to look into the issue and how long this is likely to take.
  • Keep you informed about progress and any actions we take.
  • Provide our response in a way that is clear and easy to understand.

Step 3: If you are not satisfied

If you are not satisfied with our response, you have the right to seek further support or to take your complaint to an external body. We can provide you with information about options that may be available to you, including independent advocacy and relevant complaints bodies in Victoria and nationally.

Our Commitment to You

Care Focus Support Services is dedicated to walking alongside you with warmth, respect and professionalism. We value your voice, your culture and your choices. If you ever have questions about your rights or how we can support you better, please talk with us—we are here to listen and to help.