- →Always get a service agreement before support starts — it protects both parties
- →Your worker should be briefed on your preferences before the first shift, not during it
- →You have rights under the NDIS Code of Conduct: dignity, privacy, decision-making control
- →Workers must not make financial arrangements with you or act outside their training scope
- →If something is wrong: contact provider first, then NDIS Commission on 1800 035 544
Your support worker works for you. Not the other way around. Understanding what a professional support relationship looks like — and what you are entitled to expect — puts you in a much stronger position to get support that actually works.
This guide covers what should happen before, during, and after support, and what to do when something is not right.
Before support starts
A good provider should do all of the following before your first shift:
1Provide a service agreement
This is a written document that outlines: the supports to be delivered, the hourly rate and how billing works, the cancellation policy, how to make a complaint, and how to end the arrangement. You should read this carefully and ask questions before signing.
2Introduce you to your worker
You should have the opportunity to meet your support worker before they start delivering care — especially for personal or intimate supports like showering or overnight care. A quick meet-and-greet lets both of you assess the fit.
3Confirm worker screening
Your provider should confirm that your worker holds a current police check, Working With Children Check (if relevant), and has cleared the NDIS Worker Screening Check. You can ask to see evidence.
4Discuss your support plan and preferences
The worker should be briefed on your goals, your routines, and how you prefer to receive support before they arrive. You should not have to explain everything from scratch at every shift.
During support
During every support shift, your worker should:
- ✓Arrive on time and let you know in advance if they are running late
- ✓Follow your preferences for how tasks are done — not their own
- ✓Ask before doing anything you have not discussed or authorised
- ✓Maintain your privacy and dignity, especially during personal care
- ✓Work within their training and scope — not perform clinical tasks unless properly qualified
- ✓Keep their phone use minimal and professional during support hours
- ✓Accurately record the support provided in their shift notes
- ✓Leave your home (or the activity venue) in the condition they found it
What a support worker should NOT do
- ✗Perform tasks outside their scope — such as administering medication injections unless specifically trained
- ✗Make decisions for you without your input or consent
- ✗Share personal information about you with others (including family) without your permission
- ✗Develop a financial relationship with you — loans, gifts, or joint accounts are a serious red flag
- ✗Discipline, restrain, or use any physical intervention outside an approved Behaviour Support Plan
- ✗Turn up unannounced or contact you outside of agreed hours
Your rights as an NDIS participant
The NDIS Code of Conduct gives you specific rights when receiving support. Every registered provider — and their workers — must comply with the Code. Your rights include:
- ✓Be treated with respect and dignity at all times
- ✓Make decisions about your own support — including who provides it and when
- ✓Receive supports free from abuse, neglect, and exploitation
- ✓Give feedback or make a complaint without negative consequences
- ✓Have your privacy and confidentiality respected
- ✓Receive a copy of your service agreement before support begins
- ✓Cancel or change support arrangements with reasonable notice
- ✓Access an advocate if you need help communicating your wishes
How to give feedback or raise a concern
If something is not working — a worker is late, the support does not match what was agreed, or you are uncomfortable with something that happened — speak up. It is your right to do so, and a good provider will take it seriously.
Options for raising concerns:
Talk to the provider directly
First step for most concerns. Contact the organisation manager or owner and explain what happened. A good provider will respond promptly and make changes.
Use the Lift & Live feedback form
If you are one of our participants, you can use the Feedback page on our website at any time.
Submit feedback →NDIS Quality and Safeguards Commission
For serious concerns about a provider's conduct — call 1800 035 544 or visit ndiscommission.gov.au. They investigate complaints and can take action against providers.
Disability advocacy services
If you need help making a complaint, free disability advocacy services are available in NSW. Ask your LAC or support coordinator for a referral.
How to end a support arrangement
You are never locked in. Your service agreement will specify the notice period required (typically 24–48 hours for a single shift, and 2–4 weeks to end the arrangement entirely). You do not owe an explanation, though feedback is always appreciated.
If safety is a concern — for example, a worker has behaved inappropriately — you can terminate the arrangement immediately and contact the NDIS Commission.