Information and resources for service providers
Code of Conduct
All service providers who are funded through the Disability Services and Inclusion Act 2023(Opens in a new tab/window) (DSI Act) are required to comply with the Code of Conduct from 1 January 2024. This means providers are required to:
- act with respect for the individual rights of people with disability to freedom of expression, self-determination and decision making, in accordance with applicable laws and conventions
- respect the privacy of people with disability
- provide the activity in a safe and competent manner, with care and skill
- act with integrity, honesty and transparency
- promptly take steps to raise and act on concerns about matters that may impact the quality and safety of the provision of the activity to people with disability
- take all reasonable steps to prevent and respond to all forms of violence against, and exploitation, neglect and abuse of, people with disability
- take all reasonable steps to prevent and respond to sexual misconduct.
This applies to service providers who are funded to deliver disability services and supports through existing and new programs funded by the Department of Social Services, outside of the National Disability Insurance Scheme (NDIS).
You can find more information on:
- Code of Conduct FAQ - Service Providers
- Code of Conduct Guidance for Providers
- Code of Conduct Guidance for Employees
Information for service providers
The Australian Government is continuing to improve care for people with disability. As part of this, the Government has introduced a Code of Conduct (or the Code). The Code sets a standard of care for disability service providers and workers by setting out how they should act.
The Code applies to all providers and workers delivering disability services that are funded by the Australian Government. Services may include, but are not limited to:
- disability employment services
- disability carer supports
- counselling services
- advocacy services.
To find out if the Code applies to your services, check the full list on the Department of Social Services website.
If you, a family member or someone you care for is receiving Australian Government funded disability support services, you can expect a service that:
- respects your rights to freedom of expression, self-determination and decision-making
- respects your privacy
- provides services and supports in a safe and capable manner, with care and skill
- acts with integrity, honesty and transparency
- raises issues and acts quickly if there are concerns that may affect the quality and safety of the supports provided to you
- takes all reasonable steps to prevent and respond to all forms of violence against, exploitation, neglect and abuse of people with disability, and
- takes all reasonable steps to prevent and respond to sexual misconduct.
These requirements are set out in the Code of Conduct. Workers must follow the Code at all times.
You can make a complaint if the disability supports being provided to you, a family member or someone you care for do not meet the Code of Conduct. The first step is to talk to your service provider. If are not happy with their response, you can talk to:
- the Complaints Resolution and Referral Service or
- the Department of Social Services Feedback and Complaints Team.
All complaints are confidential and can be made anonymously. You can find more information about this process on the Department of Social Services website.
The Australian Government remains committed to promoting safe and quality service delivery for Australians with disability.
For more information, please talk to your service provider or visit the Department of Social Services website and search “disability services and inclusion”.
Complaints and incident requirements
If you are a service provider, you are required to manage complaints and incidents in line with the Disability Services and Inclusion (Complaints and Incident Management) Rules 2023(Opens in a new tab/window). Complaints and incident management systems should be proportionate to the size of your organisation. You are required to work with the department and other relevant complaint bodies to resolve complaints.
Learn more about how to make a complaint.
Certificate of compliance for regulated activities
For some programs and activities delivered under the DSI Act, service providers are required to be accredited against relevant standards. These activities are known as regulated activities. For further information please visit: