Participant rights and responsibilities

Your rights when receiving support from IDIM Care

• Choice and control. You decide who supports you where possible, what your goals are, and how support is delivered. You can change your mind.
• Dignity and respect. You will be treated as an adult, spoken to directly, and never spoken about as though you were not in the room.
• Freedom from harm. You have the right to be free from abuse, neglect, violence, exploitation and discrimination.
• Privacy. Your personal and health information is collected only when needed, stored securely, and shared only with your consent or where the law requires it.
• Information you can understand. You can ask for information in plain language, Easy Read, another language, or with a trusted communication partner present.
• Support from an advocate. You can bring a family member, friend, advocate or interpreter to any conversation with us.
• Clear costs. You will know what a service costs, and what travel or cancellation charges apply, before you agree to it.
• To complain without consequence. Raising a concern will never affect your right to safe, respectful support.
• To leave. You can end your service agreement in line with its notice terms and choose another provider.

What we ask of you

• Treat our workers with respect and keep their workplace safe.
• Tell us about changes to your needs, plan, contact details or risks.
• Let us know as early as you can if you need to change or cancel support.
• Tell us when something is not working, so we can put it right.

Consent and decision making

Decisions about your support belong to you. Where a formal decision-making arrangement is in place — such as a nominee, guardian or other legal authority — we will confirm it and keep you involved in decisions about your own life as far as possible. We record your consent for information sharing and review it as circumstances change.

Safeguards outside IDIM Care

You can contact the NDIS Quality and Safeguards Commission at any time on 1800 035 544 or through its website. You do not need our permission, and you do not need to raise the matter with us first. Independent advocacy services are also available and are free.

Not an emergency service

IDIM Care is not an emergency or crisis service. In an emergency call 000. For crisis support, Lifeline is available on 13 11 14 and 13YARN on 13 92 76.

Related information

Read our feedback and complaints process, our Privacy Policy, or contact our team with any question about your rights.