Understand the standards of conduct expected from NDIS providers and workers, and what you can do if something is not right.
The right to safe and ethical support
NDIS participants have the right to receive quality, respectful supports and services. The NDIS Code of Conduct sets expectations for providers and workers. It applies to registered and unregistered NDIS providers, their key personnel and workers.
Registered providers also have additional obligations under the NDIS Practice Standards and other registration requirements. Australian Consumer Law may apply to disability supports and services as well.
Respect, privacy and informed choice
Providers and workers must respect individual rights, including freedom of expression, self-determination and decision-making, in accordance with relevant laws and conventions. They must also respect privacy.
Support should be delivered in a way that enables informed choice and control. Information should be communicated clearly, and consent should be sought where required. A participant should be involved in decisions that affect their life and support.
Safe and competent services
Providers and workers must deliver supports safely and competently, with care and skill. They should work within their role, follow relevant procedures, maintain appropriate skills and respond to risks.
Providers must act with integrity, honesty and transparency. They must also take reasonable steps to prevent and respond to violence, exploitation, neglect and abuse, and take appropriate action when concerns could affect the quality or safety of supports.
Fair treatment and conflicts of interest
A provider should not put its own interests ahead of the participant’s interests. Actual, potential or perceived conflicts of interest should be identified, explained and managed.
Participants should receive clear information about services, prices and relevant relationships so they can make informed decisions without pressure.
Feedback and complaints
You can raise a concern or complaint with your provider. A provider should explain its complaints process and respond respectfully. Making a complaint should not result in unfair treatment or reduced support.
Concerns about the quality or safety of NDIS supports can also be reported to the NDIS Quality and Safeguards Commission. In an emergency or if someone is in immediate danger, contact emergency services.
Keep useful information
If it is safe to do so, write down what happened, when and where it occurred, who was involved, and what response you received. Keep relevant messages, invoices or documents. You can ask a trusted person, advocate or support person to help you raise a concern.
You do not need to understand every rule before speaking up. If something feels unsafe, disrespectful, dishonest or wrong, you are entitled to ask questions and seek help.
Complaints and urgent help
To give feedback or make a complaint directly to Bonte Care, call 07 5625 6060 / 0451 295 108 or use our Contact Us page. We will listen and explain the next steps.
For concerns about the quality or safety of NDIS supports, contact the NDIS Quality and Safeguards Commission on 1800 035 544. TTY: 133 677. National Relay Service users can ask for 1800 035 544. If someone is in immediate danger or there is an emergency, call 000.
Talk to Bonte Care
Bonte Care welcomes feedback and questions about your support. Contact us if you need information about our service standards or complaints process.
Bonte Care phone: 07 5625 6060 / 0451 295 108
Contact Bonte Care
Important information
This article provides general information only. It is not legal, financial, medical or eligibility advice. NDIS rules and guidance can change, and decisions depend on individual circumstances. Check current information with the NDIA or NDIS Quality and Safeguards Commission and seek appropriate professional advice when needed.
Last reviewed: August 2026.
