Provider & Worker Code of Conduct

Introduction

SupportPath exists to connect Australian families with trusted NDIS providers and support workers. This Code of Conduct sets out the standards of behaviour we expect from every provider and worker listed on our directory.

By creating an account on SupportPath, you agree to uphold this Code. Any breach may be investigated and may result in suspension or permanent removal from SupportPath.

This Code should be read alongside the NDIS Code of Conduct.

1. Respect

Treat all members of the SupportPath community — participants, families, carers, coordinators and other providers — with respect and dignity. Value diversity in all its forms including culture, age, gender, sexuality, religion, disability and background.

SupportPath maintains zero tolerance for harassment, discrimination, bullying or vilification of any kind.

2. Professionalism

Act with honesty, integrity and professionalism in all interactions on and off SupportPath. This includes:

• Providing accurate, truthful information in your profile and communications;
• Responding to enquiries and messages in a timely and courteous manner;
• Honouring commitments, bookings and agreed service times;
• Notifying families as early as possible if you need to reschedule or cancel;
• Maintaining current qualifications, checks and registrations.

3. Boundaries

Maintain appropriate professional boundaries with all participants and their families. You must not:

• Engage in a sexual or inappropriate personal relationship with a participant;
• Accept or request gifts, loans or financial benefits from participants;
• Attend support sessions under the influence of drugs or alcohol;
• Bring unauthorised persons to a support session;
• Use your position to exploit, manipulate or take advantage of a participant in any way.

4. Safety

Deliver support services with the highest regard for the health, safety and wellbeing of participants. This means:

• Only providing services you are qualified, trained and competent to deliver;
• Declining requests for services that are beyond your skills or scope;
• Following safe manual handling practices and infection control procedures;
• Being aware of and responding to changes in a participant's health or wellbeing;
• Maintaining a safe environment for all support activities.

5. Privacy

Keep confidential all personal information about participants, including health information, care plans, family details and financial information. You must:

• Only use personal information for the purpose of delivering agreed support;
• Not share participant information with anyone who is not authorised to receive it;
• Comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles;
• Not take or share photos or recordings of participants without explicit consent.

6. Reporting

You have a duty to report any concerns about the safety or wellbeing of a participant. This includes:

• Reporting any incident, injury or near-miss that occurs during a support session;
• Reporting any suspected abuse, neglect or exploitation of a participant;
• Making mandatory reports to state child protection authorities where required;
• Reporting NDIS Reportable Incidents to the NDIS Quality and Safeguards Commission within 24 hours;
• Notifying SupportPath of any concerns at hello@supportpath.com.au.

7. Record Keeping

Maintain accurate, timely records of the support you provide. This includes session notes, incident reports, and any changes to a participant's condition or care needs. Good records protect both you and the participant. You are responsible for maintaining your own records outside of SupportPath.

8. Restrictive Practices

SupportPath does not endorse or support the use of restrictive practices (including physical restraint, seclusion, chemical restraint or environmental restraint) through our directory.

If you are engaged with a participant whose behaviour support plan includes authorised restrictive practices, this must be managed through an NDIS-registered provider and in accordance with relevant state/territory legislation.

9. Breaches

Any breach of this Code of Conduct may result in:

• A formal warning;
• Temporary suspension of your SupportPath profile;
• Permanent removal from SupportPath;
• Referral to the relevant regulatory authority (including the NDIS Commission or police).

Serious matters including alleged abuse, exploitation or criminal conduct may be reported to authorities regardless of the outcome of any internal investigation.