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Your G8Way ... To Customer Focussed Support

Seeing the NDIS participant as a customer is a new way of working in the disability services marketplace. As a customer the NDIS Participant will expect to be treated with the same respect as any customer would.

In this section, you will learn about customer-focussed service, supporting the Participant to meet their NDIS plan outcomes, providing choice and control and ensuring value for money.

Choice and Control

Under the NDIS the person with the disability has become an active Participant. No longer are they seen as having a passive role in the choice and management of their care and support.

The concept of ‘choice and control’ is a fundamental principle of the NDIS and reflects the reality that a person’s care and support may need to change throughout their life.

‘Choice and control’ is about Participants, their families and carers having control over their lives, including the flexibility to make decisions about the disability services and supports they will purchase to help them achieve their goals.
Participants may choose (with or without support):

  • how their NDIS plan is managed
  • how funds are spent
  • which supports and services they will receive
  • who will deliver the identified supports and services
  • when and for how long they will receive which supports and services

A fair go

At the heart of this reforms is the belief that all people should be given a fair go.

An insurance approach means that the costs and risks of severe disability are distributed among the wider community as a shared responsibility. It gives certainty and ensures that any Australian with disability gets the appropriate support they need when they need it, rather than waiting until they reach crisis point.

Dignity and respect

People with disability have the right to be treated with dignity and respect, to be included and participate in social and economic life.

Dignity and respect should inform how you work. It’s about creating and maintaining an environment where everyone feels included, valued, and appreciated.

Using this approach, you seek ways to respect, support and celebrate people for who they are (rather than focus on who they are not). You create conditions that assist people to help themselves so that they can participate in all spheres of life – education, employment, community, political and cultural life.

World view

Did you know that Australia (along with other countries) made a pledge to ensure the rights of people with disability are upheld?

The rights of people with disability are protected by the United Nations Convention on the Rights of Persons with Disabilities. Answer to frequently asked questions about the Convention on the Rights of Persons with Disabilities are found here

Closer to home

The Convention shaped the Australian National Disability Strategy (the Strategy). The Strategy is a national commitment to achieve a truly inclusive Australia where people with disability are enabled to fulfil their potential. Implementing the NDIS, with the central focus on Participants, is an important part of this ambitious Strategy. (See G8Way – Into the NDIS Marketplace: Drivers of Marketplace Change).

To underpin the implementation of the NDIS, the NDIS Practice Standards are part of the Quality and Safeguarding Framework and are based on the National Disability Service Standards and the National Mental Health Standards. They set out the standards for service providers to meet and achieve through an audit process, to become and remain registered as an NDIS provider: they provide a framework for consistent quality and practice when providing supports and services to Participants. The Practice Standards are Participant focussed, promote Participant choice and control and person-centred approaches. (See G8Way- Into the NDIS Marketplace: Drivers of Marketplace Change).