Policies & Standards

Our Commitment to Quality and Safety

Freedom Ways Support is committed to providing safe, respectful, high‑quality support that helps participants build skills, independence, and confidence.
All practices align with the NDIS Code of Conduct and industry best‑practice standards to ensure every client receives reliable, consistent, and person‑centred support.

Code of Conduct

Freedom Ways Support follows the NDIS Code of Conduct, which includes:

• Treating people with dignity, respect, and honesty

• Delivering safe and high‑quality services

• Supporting participant rights, choice, and control

• Respecting cultural, personal, and lifestyle differences

• Protecting privacy and confidentiality

• Acting ethically and professionally at all times

A full version of the Code of Conduct is available on request.

Rights and Responsibilities

Participants have the right to:

• Safe, respectful, and non‑judgemental support

• Clear communication and honest information

• Privacy and confidentiality

• Choice and control over how supports are delivered

• Participate in planning, decision‑making, and goal‑setting

• Be heard, valued, and treated fairly

Both participants and workers share responsibility for maintaining a safe, respectful service environment.

Privacy and Confidentiality

Freedom Ways Support takes privacy seriously. Personal information is:

• Collected only when necessary for safe service delivery

• Stored securely and handled responsibly

• Never shared without consent (unless required by law)

• Available for participants to access or correct at any time

A full Privacy Policy is available on request.

Complaints and Feedback

Feedback is welcomed at any time.
You can:

• Speak directly with Freedom Ways Support

• Provide feedback by email

• Request support to make a complaint

• Escalate to the NDIS Quality and Safeguards Commission if needed

All concerns are handled respectfully, fairly, and promptly.

Cancellation Policy

To maintain fairness and reliability:

• Cancellations with more than 24 hours notice incur no charge

• Cancellations with less than 24 hours notice may be billed in line with NDIS guidelines

This ensures consistent availability for all clients.

Safe Transport

Transport support follows clear safety standards:

• Registered, well‑maintained vehicle

• Seatbelts used at all times

• Transparent kilometre tracking

• Travel charged at $0.97/km

• Transport provided only when safe and appropriate

Incident and Safety Reporting

Freedom Ways Support maintains structured processes for managing any safety concerns, including:

• Recording and responding to incidents

• Reporting hazards and near‑misses

• Worker safety and lone‑worker procedures

• Escalating serious incidents when required

Safety is treated as a shared responsibility.

Wellbeing & Activity App - coming soon

Freedom Ways Support uses a custom wellbeing and activity app to help track:

• Daily routines

• Habits and tasks

• Activities and progress

• Weekly summaries and patterns

All app data is handled securely in line with privacy and confidentiality commitments.

Additional Internal Policies

Freedom Ways Support also maintains comprehensive internal policies covering:

• Work Health and Safety (WHS)

• Hazard Management

• Risk Management

• VANED (Violence, Abuse, Neglect, Exploitation & Discrimination)

• Emergency and After‑Hours Procedures

• Continuous Improvement

• Individual Outcomes and Goal Achievement

• Technology and Communication

• Worker Safety and Lone Worker Procedures

• Document Control

These internal documents guide safe, consistent, and accountable service delivery.

Full internal policies are available on request.