Participant Handbook
This handbook helps participants, families and support coordinators understand Advice Care services, rights, responsibilities and support processes.
Welcome to Advice Care
Advice Care is a registered NDIS provider based in Mickleham, Victoria. We provide respectful, safe and person-centred disability support services across Melbourne and surrounding suburbs.
This participant handbook gives you simple information about our services, your rights, service agreements, privacy, consent, complaints, incident management, support planning and how to contact us.
We believe every participant should be treated with dignity, respect and kindness. Our goal is to support your independence, choice, safety and community participation.
Your Rights
Learn about choice, control, dignity, privacy and respectful support.
Participant RightsPrivacy & Consent
Learn how we collect, use and protect your personal information.
Privacy & ConsentIncident Management
Learn how we respond to and review incidents and safety concerns.
Incident ManagementYour Rights as a Participant
As an NDIS participant, you have the right to safe and respectful support. You have the right to make choices, be involved in decisions, receive clear information and be treated with dignity.
You also have the right to privacy, consent, cultural respect, fair treatment and support that is free from abuse, neglect, violence and exploitation.
- Be treated with respect and dignity
- Make choices about your support
- Be involved in your support planning
- Receive information in a way you understand
- Make a complaint without unfair treatment
- Have your privacy and personal information protected
Your Voice Matters
Advice Care encourages participants to speak up, ask questions and share feedback.
Read Your RightsServices We Provide
Advice Care provides different NDIS supports depending on participant needs, plan funding, goals and service availability.
Community Participation
Support to join activities, attend appointments and build community connection.
Learn MoreSocial Work Services
Support with advocacy, wellbeing, family support and service navigation.
Learn MoreStarting Services With Advice Care
Before services begin, Advice Care will try to understand your needs, goals, routines, risks, communication preferences and support requirements. We may ask for your NDIS plan details, contact details, funding type and support coordinator information where relevant.
We may complete an intake process, support planning discussion, risk review and service agreement. These steps help us provide support that is safe, suitable and clear.
We encourage you to ask questions before support starts. You can involve a family member, carer, guardian, advocate or support coordinator if you want help understanding information.
If your needs change, please tell Advice Care as soon as possible so we can review your support arrangements.
Your Responsibilities
Participants also have responsibilities that help keep support safe, respectful and clear.
Share Information
Tell us about your needs, risks, health information and changes in your situation.
Respect Workers
Treat workers respectfully and tell us if something is not working well.
Keep Appointments
Let us know early if you need to cancel or change a scheduled support.
Ask Questions
Ask us to explain anything you do not understand.
Give Feedback
Tell us what is working and what can be improved.
Follow Agreements
Follow agreed service arrangements, cancellation rules and safety requirements.
Service Agreements
A service agreement explains what support Advice Care will provide, how services will be delivered, fees, cancellations, privacy, complaints and responsibilities.
You should understand your service agreement before signing. You can ask Advice Care to explain it in simple language. You may also ask a trusted person to support you.
- Services to be provided
- Fees and payment information
- Cancellation rules
- Participant and provider responsibilities
- Privacy, consent and complaints information
Privacy, Consent and Information Sharing
Advice Care collects information to understand your needs, plan your supports, provide services and manage safety. We aim to only collect information that is needed.
Your information is treated carefully and confidentially. We will seek consent before sharing personal information unless there is a safety, legal, emergency or regulatory reason.
You can ask what information we hold about you. You can also ask us to correct information that is wrong or outdated.
Safety, Incidents and Emergencies
Advice Care takes safety seriously. If an incident happens, we will respond, record, review and take action where needed.
Immediate Danger
If someone is in immediate danger, call 000 first.
Report Incidents
Tell Advice Care about accidents, injuries, safety concerns or serious issues.
Review and Improve
We review incidents to improve support and reduce future risk.
Complaints and Feedback
You have the right to make a complaint or give feedback. Complaints help Advice Care improve services. You should not be treated unfairly because you made a complaint.
You can complain by speaking with our team, calling us, emailing us, or asking a trusted person to help you. You can also contact the NDIS Quality and Safeguards Commission if you want to make an external complaint.
Advice Care welcomes positive feedback, concerns and suggestions for improvement.
Need Help Understanding This Handbook?
Contact Advice Care and we can explain information in simple language.
Contact Advice CareFrequently Asked Questions
What is a participant handbook?
A participant handbook gives information about services, rights, responsibilities, privacy, complaints, incidents and support processes.
Can I ask someone to help me understand this handbook?
Yes. You can ask a family member, carer, advocate, guardian or support coordinator to help.
Can I make a complaint?
Yes. You can make a complaint at any time. Making a complaint should not affect your right to respectful support.
Who can I contact for help?
You can contact Advice Care by phone on 03 8723 0156 or email care@advicecare.com.au.