Code of Conduct Frequently Asked Questions for service users

Transcript - Code of Conduct – Frequently Asked Questions for Service Users

The Code of Conduct (the Code) is a set of standards for anyone providing disability services funded by the Australian Government. This does not include disability services provided through the National Disability Insurance Scheme (NDIS).

Services may include, but are not limited to:

• disability employment services
• disability supports
• counselling 
• advocacy services.

To find out if the Code applies to services you are receiving, check the Department of Social Services (the department’s) website.

The Code states that when providing supports or services to people with disability, a person must:

• respect your rights and privacy
• support you in a safe manner
• communicate openly with you
• raise issues affecting you
• take steps to prevent any form of abuse and/or sexual misconduct.

The full Code of Conduct can be found on the department’s website.

The Code protects people with disability who receive disability services and supports by maintaining a quality standard of service.

The Code came into effect in January 2024. As part of new laws, the Code applies to all current and future disability supports and services funded by the Commonwealth. It does not include NDIS services.

If the support or service you are receiving is not in line with the Code, the provider may not be meeting their duties.  You can address these issues by making a complaint.

The first step is to talk to your service provider. If are not happy with their response or if you feel uncomfortable talking to the provider directly,
you can make a complaint through:

• the Complaints Resolution and Referral Service on 1800 880 052
• the department’s website.

All complaints are confidential and can be made anonymously. You can find more information about this process on the department’s website by searching ‘Feedback and Complaints’.