Your rights,
clearly set out

You have the right to be treated with respect

You will be treated with dignity and respect in every interaction — by support workers, office staff, and leadership. That means:

• Being spoken to directly, not over or around you
• Having your preferences, routines, and choices respected
• Being free from discrimination on the basis of race, culture, religion, gender, sexuality, age, disability type, or any other attribute
• Having your cultural identity, language, and beliefs acknowledged and supported

You have the right to choice and control

Your supports are yours to direct. You have the right to:

• Choose what supports you receive, when, and how
• Choose who delivers your supports — including requesting different workers where needed
• Decide who is involved in conversations about your supports (family, advocates, coordinators)
• Change your mind at any time
• Say no to anything you’re uncomfortable with — without having to justify your reasons
• End our service agreement with two weeks’ notice

You have the right to safe and quality supports

Our workers are trained, screened, and insured. You have the right to:

• Supports delivered by workers with current NDIS Worker Screening clearance
• Workers who are appropriately trained for the tasks they perform
• Protection from abuse, neglect, exploitation, and violence of any kind
• A safe environment during supports — including safe working practices that protect both you and our staff
• Have any safety concerns addressed promptly and seriously

You have the right to privacy

Your personal information is protected. You have the right to:

• Have your personal and health information kept confidential
• Know what information we hold about you
• Access that information on request
• Correct information that is inaccurate
• Know who we share information with and why

For full details, see our Privacy Policy.

You have the right to complain without fear

You can raise any concern, complaint, or piece of feedback without any negative impact on your supports. You have the right to:

• Complain directly to us — and have it taken seriously
• Complain to the NDIS Commission at any time, with or without contacting us first
• Involve an advocate, family member, or support person in any complaint
• Have your complaint handled confidentially and fairly
• Continue receiving supports at the same quality while the complaint is being handled

See our Complaints & Feedback policy for the process.

You have the right to information

You can’t make informed choices without information. You have the right to:

• Clear, accurate information about our services, pricing, and cancellation rules
• A written Service Agreement before supports begin
• Information about your rights and how to exercise them
• Information in formats you can understand (including Easy Read, large print, or translated content on request)
• Plain-language explanations — not NDIS jargon, unless you ask for it

You have the right to be included

Decisions about you are made with you, not about you. You have the right to:

• Be the primary decision-maker in your supports
• Receive support to participate in decisions if you need it (supported decision-making)
• Have your goals and preferences drive what happens
• Involve family, friends, or advocates on your terms
• Be part of the broader community — not isolated or segregated

You have the right to advocacy

You can involve an independent advocate at any time — at no cost to you — to speak on your behalf or help you speak for yourself. Advocates are independent of us and the NDIS. We will always work constructively with any advocate you choose.

To find an advocate: disabilityadvocacyfinder.dss.gov.au

Your responsibilities

Rights come alongside some shared responsibilities. We ask that you:

• Treat our workers with the same respect we commit to showing you
• Provide accurate information about your needs
• Give reasonable notice of cancellations where possible
• Let us know promptly if something isn’t working
• Maintain a reasonably safe environment for workers during supports

If your rights aren’t being upheld

If you feel any of these rights aren’t being respected — by us or any of our workers — please tell us. You can:

• Call us: 0411 727 133
• Email us: hello@anchoraim.com.au
• Use our complaints process
• Contact the NDIS Commission: 1800 035 544 · ndiscommission.gov.au

The NDIS Code of Conduct

All NDIS providers and workers are bound by the NDIS Code of Conduct, which requires us to:

• Act with respect for individual rights to freedom of expression, self-determination, and decision-making
• Respect the privacy of people with disability
• Provide supports and services in a safe and competent manner, with care and skill
• Act with integrity, honesty, and transparency
• Promptly take steps to raise and act on concerns about matters that may impact quality and safety of supports
• Take all reasonable steps to prevent and respond to all forms of violence, exploitation, neglect, and abuse
• Take all reasonable steps to prevent and respond to sexual misconduct

The full Code is available at ndiscommission.gov.au/providers/ndis-code-conduct.