Rights to Safety & Quality: What to Do When Support Fails

Quick refresher: What “safe & quality” means for you

When we say “safe & quality” in the NDIS, it means your supports should be delivered in a way that protects your health, dignity, and rights, and also meets the level of care promised. Safe and quality support should be consistent, respectful, and match your needs in your plan. It includes things like showing up when expected (or explaining delays), following infection control and safe work practices, and providing support that doesn’t cause harm or unnecessary risk.

Quality also means your provider works with you, not around you. That includes clear communication, listening to your preferences, and using the strategies in your support plan. You should feel able to ask questions, raise concerns, and have your goals treated as the reason for the support. If you use assistive technology or supports with specific instructions, “quality” also means those instructions are followed, and that changes are discussed with you first.

To help you judge whether support is safe and quality, use a quick checklist: Were you treated with respect? Was the support consistent with your plan? Did you get clear information about what would happen and why? Was there safe practice (for example, lifting, medication handling, infection control, or emergency procedures)? If you’re unsure, you can compare provider options and approaches with My Care Finders to help you make an informed choice and check whether services align with your needs. If you manage payments through MyMoney NDIS (www.planmanager.net.au), keep records of what was delivered, when, and whether it matched the service agreement, so you can quickly spot issues.

Key takeaway: “Safe & quality” is not just about the outcome—it’s about the way support is delivered, whether it matches your plan, and whether you’re treated with dignity every time.

• If something feels unsafe, stop and seek immediate help from the provider’s staff manager or your support contact.
• Document what happened (date, time, staff names, what was said, and any impact on you).
• When supports fail, your rights include raising concerns, asking for changes, and requesting a review of the support approach.