The NDIS Code of Conduct in plain English

The NDIS Code of Conduct sets out how providers and workers must behave. It protects participants. This guide puts each part in simple words.

Who it covers

The Code applies to all NDIS providers, whether they are registered or not. It also covers their key personnel and their workers.

The NDIS Commission says it covers everyone paid from an NDIS plan. That includes sole traders and self-employed support workers.

If you are a participant, it tells you what you can expect from people who support you. If you are a worker, it tells you what is expected of you.

The eight parts

The Code sets out eight things providers and workers must do. Here are the first four, with a short example of each.

1. Respect your rights. Act with respect for people's rights to express themselves, to decide for themselves, and to direct their own lives.

Example: A support worker asks how you like your morning routine, and does it your way.

2. Respect your privacy. Keep personal information private.

Example: A worker does not share your story or photos online without your clear permission.

3. Provide safe and competent support. Work safely, with care and skill.

Example: A worker says, "I haven't been trained for that," and asks for help instead of guessing.

4. Act with integrity, honesty and transparency. Be honest. Do not mislead people. Be open about money and conflicts of interest.

Example: A support coordinator tells you their company also provides a service they are recommending.

Parts five to eight

The next four parts are about speaking up, preventing harm and pricing. They matter just as much as the first four.

5. Raise and act on concerns. Quickly raise concerns about the quality or safety of supports.

Example: A worker sees unsafe practice and reports it.

6. Prevent violence, exploitation, neglect and abuse. Take all reasonable steps to prevent and respond to these harms.

Example: A worker sees a bruise and a participant who seems frightened. The worker reports it to their manager and to the right authority, even though it feels awkward.

7. Prevent sexual misconduct. Take all reasonable steps to prevent and respond to sexual misconduct.

8. Price fairly. Do not charge or advertise higher prices for goods to NDIS participants than to other people, without a reasonable justification.

Example: A shop owner quotes an NDIS participant a higher price for the same item than they quote everyone else.

Older guides list seven parts. The pricing part came with later changes. The Commission says its rules on price differences apply to goods, not services.

What this means for gifts and extras

Participants should not have to pay extras or give gifts to get proper supports. The Commission's worker guidance says people with disability, families, carers and advocates should never be required or expected to give inducements to influence decisions or service delivery. Examples include extra fees, money, goods, food or favours.

Small gifts, like a card or a box of chocolates at a birthday, may be fine in some cases. Workers should follow their employer's policy.

Workers should avoid giving or accepting gifts from other providers in exchange for referrals or favours. See red flags: NDIS scams and inducements.

Conflicts of interest

The Code's honesty part is where conflict of interest rules sit. Support coordinators and plan managers must be open about links to services they recommend. Read conflicts of interest for support coordinators.

What happens if the Code is broken

The Commission can act. Actions can include penalties and banning orders. Banned providers and workers may be listed on the Commission's compliance search. Providers must not threaten anyone for raising a concern.

If you think a provider or worker has broken the Code, you can make a complaint. See what to do if something goes wrong with a provider.

If you are a worker

You can learn the Code by:

• doing the free online NDIS Worker Orientation Module
• reading the Commission's worker guidance
• watching the Commission's short Code of Conduct videos
• asking your employer for training

If you are not sure, ask. It is better to ask than to guess.

How Goodo uses the Code

On Goodo, our Community Guidelines for providers are based on the Code. We ask providers not to give inducements, not to take referral fees, to say when content is paid, and to protect participants' privacy. This is our own platform policy. It does not replace the Code or the law.

A note on our sources

The Commission updates its Code materials from time to time. The guidance we link to is from April 2024. Check the Commission's website for the latest.

How to use the Code as a participant

You do not need to memorise the Code. You can use it as a checklist when you meet a provider.

• Do they ask how I like things done?
• Do they keep my information private?
• Do they seem trained for what I need?
• Are they honest about prices and links to other services?
• Do they listen if I raise a worry?
• Do I feel safe and respected?

If the answer is "no" to any of these, say so. You can raise it with the provider first. If that does not work, you can contact the NDIS Commission. A provider must not threaten you for raising a concern.

About this guide

Goodo is independent. We are not part of, or endorsed by, the NDIA or the NDIS Quality and Safeguards Commission. This is general information, not advice. Rules change, so check ndis.gov.au or call the NDIS on 1800 800 110 about your own situation.