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Policies & Protocols

Rights and Responsibilities

At roundsquared we believe that every person should be treated the same. Every person has the

right to be treated well. Every person has the right to live without fear and everyone has the right to

feel safe.

What are my rights?

If you need help saying what you want, you can get an advocate.

An advocate is an independent person who will speak for you.

If you want an advocate, we can help you find one.

If you are not happy with our service, you can make a complaint.

Your complaint will help us improve out services.

You can make your own choices.

We will give you all the information you need to make the right choice.

You have the right to:

• Have your values and beliefs respected

• Make informed choices

• Be protected from violence, abuse and discrimination

What are our responsibilities?

We aim to ensure there is no conflict of interest between you and our staff.

A conflict of interest is when someone does not do their job fairly.

They may provide better services to one Member than other Members.

We have a duty of care to protect you from getting hurt as we help you reach your goals.

We protect your private information.

We create a service agreement that explains all the services you receive.

This also helps us understand if our services are meeting your goals.

When you ask roundsquared to support you, we will do our best.

roundsquared staff will respect your choices and the decisions that you make.

We will work in partnership with you.


Feedback, Complaints & Incidents Protocol

At roundsquared we try to give all our members good service.

But sometimes things can go wrong.

If you are not happy with something we have done, you can tell us, and we will try to fix the problem as soon as possible.

If you are not happy with something we have not done, tell us and we will try to fix the problem as soon as possible.

You will not be in trouble if you make a complaint.

No one will be angry with you if you make a complaint.

Making a Complaint or Reporting an Incident

If you want to tell us about something you are not happy with, you can:

• Email or contact your Consultant by phone, email,

or text

• Tell us what the problem is.

• Ask someone else to help you make a complaint, like a friend, family member or advocate

We will:

• Listen to you

• Write down what you tell us

• Ask you how you think we can fix the problem

• Try and fix the problem as soon as we can

If you are not happy with how we have tried to help you, we can:

• Ask someone else to help us work it out

• Ask you if you want to take your complaint to a higher person

To make sure we all know how the problem was fixed we will:

• Explain to you what we have done to fix the problem

• Write to you how we have tried to fix the problem

• Check with you that the problem has been fixed


We will ask you for feedback through

• Phone calls

• Surveys

• Review meetings

To make a complaint you can email us on

Phone us on 0429 638 929 or make a comment on our website

If you are not happy with the way we deal with your complaint you can let the NDIS Commission know by:

• Phoning 1800 035 544 (freecall from landlines) or TTY 133 677

• Completing a complaint contact form on the NDIS Commission website –

• A complaint can also be made directly to the NDIS Commission



Decision Making and Consent Protocol

Our job is to provide support in a way that makes you feel safe and comfortable.

If something makes you feel unsafe or uncomfortable, you can say no.

You have a right:

To understand the meaning of consent and how to withdraw consent.

To know how we can help you make decisions.

To know what happens during emergencies.

You have the right to make decisions about your life.

Decision making is all about what you want.

Sometimes you might need help to make a decision.

You have the right to be respected and treated like other people.

Withdrawing consent means that you are changing your mind.

We always follow rules set by the government to make sure that you know your rights.



Privacy and Confidentiality Protocol

roundsquared is committed to ensuring the collection, use and storage and

disclosure of Members personal information is undertaken in such a way so as to

protect clients’ privacy and confidentiality.

The purpose of this document is to outline our Privacy and Confidentiality Policy

and explain how we do what the law says we must do to protect your privacy.


Privacy means that any person has the right to have their personal information

to not be told or shown to anyone.

Confidentiality means that there is a duty to keep your personal information

private and protected.

All efforts are made to ensure your information is kept safe and secure and is only

accessed by staff who provide supports and services to you.

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