Our Commitment to the NDIS Code of Conduct

1.About the NDIS Code of Conduct

The NDIS Code of Conduct is set out in the National Disability Insurance Scheme Act 2013 and its associated rules. It is regulated and enforced by the NDIS Quality and Safeguards Commission. The Code applies to:

• All registered NDIS providers
• All workers (employees, contractors, volunteers) delivering NDIS supports
• Unregistered providers who deliver supports to NDIS participants

Read the official Code on the NDIS Commission website.

2.Our Commitment

GNA Services is fully committed to the NDIS Code of Conduct. Every worker who joins our team:

• Completes the NDIS Worker Orientation Module
• Holds a current NDIS Worker Screening Check
• Receives ongoing training on the Code, restrictive practices, safeguarding, cultural safety, and trauma-informed care
• Signs our internal Code of Conduct which mirrors and extends the NDIS obligations

3.1.Respect Individual Rights to Freedom of Expression, Self-Determination & Decision-Making

We support every participant to exercise informed choice and control over their supports. This means:

• Listening to and respecting your goals, preferences, culture, identity, language, religion, and sexuality
• Providing information in accessible formats so you can make informed decisions
• Supporting decision-making (rather than substituting it) wherever possible
• Recognising the role of family, friends, and chosen advocates as you direct

3.2.Respect the Privacy of People with Disability

We collect, store, use, and disclose your personal information only as necessary to deliver your supports and as permitted by law. See our Privacy Policy for full detail. Workers are trained to maintain confidentiality, including in shared living, social settings, and digital communications.

3.3.Provide Supports & Services in a Safe & Competent Manner

We deliver supports with the care, skill, and diligence expected of qualified workers. Our standards include:

• Matching workers to participants based on training, experience, and goodness-of-fit
• Ongoing competency reviews, supervision, and professional development
• Clinical governance for high-intensity supports (e.g. complex bowel care, ventilator, PEG, behaviour support)
• Workplace health and safety procedures for both workers and participants
• Robust incident management and learning processes

3.4.Act with Integrity, Honesty & Transparency

We will always be honest with you about:

• What is and is not within our scope of service
• Pricing in line with the official NDIS Price Guide — itemised, with no hidden fees
• Conflicts of interest, including any commercial relationships
• The reasons for any decisions about your support

We do not engage in misleading advertising, exploitative referral arrangements, or "gifting" practices that could compromise your choice and control.

3.5.Promptly Take Steps to Raise & Act on Concerns about Quality or Safety

If a worker observes anything that concerns them about your wellbeing, our service quality, or another worker's conduct, they are required to escalate it immediately to our management. We support a "speak up" culture and protect workers who raise concerns in good faith.

Participants and family members can raise concerns at any time via our Feedback & Complaints channel, by phone, email, or in writing — with full anonymity if you prefer.

3.6.Take all Reasonable Steps to Prevent & Respond to all Forms of Violence, Exploitation, Neglect & Abuse

We have zero tolerance for any form of violence, exploitation, neglect, or abuse of people with disability. Our prevention measures include:

• Mandatory NDIS Worker Screening Checks before any worker starts
• Trauma-informed and human-rights-based induction training
• Clear procedures for reporting suspected abuse to authorities and the NDIS Commission
• Independent advocacy referral pathways
• Regular check-ins and care reviews

3.7.Take all Reasonable Steps to Prevent & Respond to Sexual Misconduct

We treat all reports of sexual misconduct with the utmost seriousness. We have a dedicated reporting and response procedure, including immediate suspension of any worker accused of misconduct pending investigation, mandatory notification to the NDIS Commission and police where appropriate, and dedicated trauma-informed support for the participant involved.

4.How to Report a Concern

If you, a loved one, or anyone else has a concern about a worker's conduct or our services, you can:

• Contact our team directly — via our feedback form, by phone on 1300 133 633, or email at feedback@guardiannursingagency.com. Anonymous reports accepted.
• Report to the NDIS Commission — online at ndiscommission.gov.au or call 1800 035 544. The Commission can investigate independently.
• Call emergency services on 000 if you or someone else is in immediate danger.

5.Worker Screening & Training

Every GNA Services worker must hold a current NDIS Worker Screening Check, plus relevant additional checks (Working with Children Check where applicable). Our training program covers:

• NDIS Worker Orientation Module ("Quality, Safety and You")
• Code of Conduct, restrictive practices, and behaviour support
• Manual handling, infection control, first aid, and CPR
• Medication assistance and high-intensity support training where required
• Cultural safety, LGBTIQ+ inclusion, and disability awareness
• Trauma-informed and dignity-of-risk approaches

All workers participate in regular supervision, peer review, and continuous professional development.

6.Contact

If you have any questions about how the NDIS Code of Conduct is applied at GNA Services, or you'd like to know more about our worker training and safeguarding practices, please reach out using the details below.