Rights and responsibilities

We are committed to ensuring you are treated with respect and courtesy in all your dealings with us.

As a person accessing our services, you have the right to:

plan and make decisions about your own life
involve an advocate or support person
practice your culture and religion
be safe from abuse, neglect, violence, and exploitation
expect your personal information to be kept private
choice and control when deciding to access or exit our services
access an interpreter
request a change of support worker
access our feedback and complaint process

Our staff undertake their responsibilities with a high degree of professionalism and in a manner consistent with the NDIS Code of Conduct. We work to uphold the safety of the people we support, and this extends to upholding the right to personal safety for our staff. We have policies that explicitly describe our zero-tolerance stance on any form of violence, harassment, bullying or discrimination.

Responsibilities

We request that you:

Let us know if there is something about your services that you would like to change
Treat our staff with courtesy and respect
Talk with us if you are unsure about any aspect of your service or if you are unsure about the cost of our services
Provide as much notice as possible if you need to change or cancel a service or shift (please see our cancellation policy and your service agreement for more information)
Sign a service agreement. The service agreement is a contract that details both of our responsibilities in relation to your funded supports
Sign a consent form. This form is to gain your consent for us to collect your personal and medical information as it relates to our service delivery. It also allows us to contact NDIS and other providers you may be engaged with
Take reasonable steps to ensure that a safe working environment is provided for Omega staff

Change, Suspension or Withdrawal of Supports

If you no longer wish to receive services from us, we will endeavour to understand the reason for this and will attempt to rectify any issues you may have with your services, if this is appropriate. The following information summarises circumstances where services may be changed, suspended, or withdrawn:

if there are funding constraints
if we reach a mutual agreement to change or withdraw services
in situations where there is a safety risk to our staff. In this instance, we will work with you to identify potential strategies to reduce risk before any decision is made to withdraw supports
if there is a significant change to your health and related support needs, resulting in Omega being unable to provide suitable workers. Please note, if you need help to manage specific health related tasks, we will work with you to identify a suitable training provider, if the task is safe for trained staff to complete
frequent, short notice cancellations.

In the event of frequent cancellations or cancellations without notice, we may charge a fee equal to the time of the scheduled shift (please refer to your service agreement and Omega’s cancellation policy). If cancellations are occurring regularly, we will talk with you to about reviewing your services to decide if we are the best organisation to meet your needs.