Policies

Policies

At Aunty Gwen Cares, we are committed to delivering safe, respectful, and high-quality supports to all participants, families, and communities we work with.

Our policies and procedures guide how we operate every day—ensuring our services are consistent, culturally appropriate, and aligned with the National Disability Insurance Scheme (NDIS) Practice Standards and Code of Conduct.

We believe in transparency, accountability, and continuous improvement. The policies below outline how we protect the rights, safety, and wellbeing of our participants while delivering supports that are meaningful and empowering.

Our Commitment

We are committed to:

Supporting participant choice and control
Delivering culturally safe services for Aboriginal and Torres Strait Islander peoples
Promoting independence, dignity, and wellbeing
Protecting privacy and confidentiality
Responding to feedback and continuously improving our services

Our Approach

At Aunty Gwen Cares, our policies are more than documents, they reflect who we are as an organisation.

We take a community-led, culturally grounded approach to care, ensuring every participant feels:

Heard
Respected
Supported

Key Policies

Participant Intake & Onboarding

Outlines how we welcome new participants into our services, including eligibility checks, assessments, and service agreements to ensure supports are tailored to individual needs.

Service Delivery Policy

Defines how our supports are delivered, ensuring they are person-centred, safe, respectful, and aligned with each participant’s goals and NDIS plan.

Code of Conduct

Sets clear expectations for staff behaviour, ensuring professionalism, respect, cultural awareness, and ethical service delivery at all times.

Privacy & Confidentiality Policy

Explains how we collect, store, and protect participant information in line with Australian privacy laws.

Incident Management Policy

Outlines how we respond to incidents, accidents, or concerns to ensure participant safety and continuous improvement.

Complaints & Feedback Policy

Provides a safe and accessible way for participants, families, and stakeholders to share feedback or raise concerns—without fear of disadvantage.

Risk Management Policy

Details how we identify, assess, and manage risks to ensure safe service delivery across all environments.

Our Commitment

Culturally safe and community-focused
Reliable and consistent support workers
Flexible, participant-led services
Strong focus on trust and relationships
Committed to real outcomes and independence

Accessing Our Policies

Our policies and procedures are standards of our highly professional approach to working with community and delivering supports. We welcome your feedback, and if you have queries, please reach out to our friendly team to help with accessing our policies.