Rights & Responsibilities

What participants can expect — and what we commit to at Help Happens

Help Happens is committed to providing supports that uphold dignity, safety, choice, and respect. Participants have clear rights when receiving NDIS supports, and providers have responsibilities to ensure those rights are protected.

This page outlines the rights of every participant and the responsibilities of Help Happens as your psychosocial recovery coach.

Participant Rights

Every participant has the right to:

1. Be treated with dignity, respect, and kindness

• Your culture, identity, beliefs, and lived experience are honoured

• You are spoken to respectfully and listened to without judgement

2. Make your own choices

• You choose your goals, supports, and direction

• You can change your mind at any time

• You can involve family, carers, or advocates if you wish

3. Receive safe, high‑quality supports

• Supports are delivered professionally and within scope

• Your wellbeing and safety are always prioritised

• Risks are discussed openly and managed together

4. Have your privacy protected

• Your personal information is kept confidential

• Information is only shared with your consent or when required by law

5. Access information in a way that suits you

• You can ask for information to be explained clearly

• You can request communication adjustments (language, format, pace)

6. Be free from abuse, neglect, exploitation, and discrimination

• You have the right to feel safe at all times

• You can raise concerns without fear of negative consequences

7. Give feedback or make a complaint

• You can provide feedback at any time

• You can make a complaint directly or through an advocate

• You can contact the NDIS Commission if needed

Participant Responsibilities

Participants are encouraged to:

1. Communicate openly and honestly

• Share relevant information that helps support your goals

• Let us know if something isn’t working for you

2. Treat others with respect

• Respect the rights, privacy, and safety of workers and others

3. Attend scheduled appointments

• Let us know if you need to cancel or reschedule

• Provide reasonable notice where possible

4. Participate in planning and decision‑making

• Engage in goal‑setting and review conversations

• Ask questions if you need clarity

5. Use supports safely

• Let us know about any risks or concerns

• Work with us to maintain a safe environment]

Provider Responsibilities (Help Happens)

Help Happens commits to:

1. Delivering supports ethically and professionally

• Following the NDIS Code of Conduct

• Staying within scope of practice

• Providing trauma‑informed, person‑centred support

2. Protecting your privacy and confidentiality

• Storing information securely

• Only sharing information with consent or when legally required

3. Supporting your independence and self‑determination

• Encouraging choice and control

• Respecting your pace, preferences, and goals

4. Maintaining accurate and secure records

• Keeping clear, factual notes

• Ensuring documentation meets NDIS requirements

5. Responding to concerns or incidents

• Acting promptly to ensure safety

• Reporting incidents as required by the NDIS Commission

6. Providing clear information

• Explaining your rights, responsibilities, and service options

• Communicating in a way that is accessible and respectful

If you have concerns

You can raise concerns directly with Help Happens at any time. You may also contact:

• NDIS Quality and Safeguards Commission

• Advocacy organisations

• Office of the Public Advocate (Victoria)

We will support you to access advocacy if needed.