Our Policies and Guidelines

At Power Unleashed, our mission is to empower individuals with disabilities to realise their full potential and lead enriched lives. This Code of Conduct outlines the behavioral expectations and guiding principles for all employees, contractors, and volunteers, ensuring that our practices align with the highest ethical standards and comply with the NDIS Code of Conduct.

By adhering to this Code, we affirm our commitment to fostering an inclusive, safe, and respectful environment. Each member of Power Unleashed plays a critical role in upholding our core values and ensuring the dignity, rights, and well-being of participants are always at the forefront of our work.

1. Empowerment Through Potential: Recognising and nurturing the unique abilities of every participant.
2. Innovation and Excellence: Continuously improving our services and embracing creative solutions.
3. Respect and Inclusion: Valuing diversity and promoting equity in every interaction.
4. Integrity and Accountability: Maintaining honesty, transparency, and responsibility in all actions.
5. Celebrating Success: Sharing and honouring the achievements of participants and staff alike.

• Freedom of Expression: Participants have the right to express their thoughts, preferences, and feelings. Staff must actively listen and respond to these expressions in a manner that validates their choices.
• Self-Determination: Support participants in making their own decisions, recognising their capacity for independence. Engage in supported decision-making where required, ensuring their preferences are prioritised.
• Diversity and Identity: Honour the cultural, gender, and personal identities of all participants. Tailor supports to respect individual beliefs, traditions, and preferences, including matching staff based on cultural or gender needs where appropriate.

Example in Practice:
If a participant expresses interest in exploring a goal or direction that differs from the recommendations or preferences of their Power Unleashed Coach, it is crucial to respect the participant’s autonomy. The coach should engage in open and supportive discussions to understand the participant’s motivations, provide relevant information, and assist them in making informed decisions without imposing personal biases.

• Confidentiality: Protect all participant information, including health records and personal details, ensuring it is only shared with authorised personnel.
• Service Delivery: Conduct activities such as personal care or medical support in a manner that safeguards participants’ dignity and privacy.
• Policy Awareness: Ensure all staff understand and follow organisational policies on privacy and confidentiality.

Example in Practice:
If handling a participant’s personal information, staff must ensure it is stored securely, shared only with authorised personnel, and handled in accordance with privacy laws. Respect participants’ choices by involving them in decisions regarding how their information is used and ensuring they are aware of their rights to access and amend their records.

• Training and Competence: All staff must have the necessary qualifications, training, and ongoing professional development to provide services effectively and safely.
• Safety Protocols: Adhere to safety standards, including work health and safety requirements, to mitigate risks to participants and staff.
• Incident Management: Report and respond promptly to any incidents that compromise participant safety.

Example in Practice:
All Power Unleashed staff actively participate in ongoing professional development to stay updated on best practices and innovative approaches in disability services. This includes attending relevant training and workshops to enhance skills and knowledge. Additionally, a clear commitment to safety is demonstarated by implementing and maintaining a robust incident management system that ensures any safety concerns or incidents are promptly documented, reviewed, and resolved in a manner that prioritises participant welfare and continuous improvement.

• Ethical Practices: Avoid misleading participants or their families about services, costs, or outcomes.
• Conflict of Interest: Disclose any personal or professional conflicts of interest and ensure they do not impact service quality.
• Fair Pricing: Avoid engaging in sharp practices, such as charging participants more than others for the same service.

Example in Practice:
If a participant expresses interest in exploring new opportunities or services, staff should work collaboratively to identify options that align with the participant’s goals and preferences. The focus should always remain on empowering the participant to make informed decisions, free from external pressure or biases.

• Complaints Handling: Create a safe environment where participants and staff feel comfortable raising concerns without fear of retaliation.
• Transparent Processes: Ensure that complaints are documented, investigated, and resolved promptly, with outcomes communicated clearly.
• Continuous Improvement: Use feedback and complaints to improve service delivery.

Example in Practice:
If a participant reports feeling disrespected by a staff member, management should arrange a meeting to discuss the issue, and implement corrective actions.

• Zero Tolerance: Commit to eliminating all forms of violence, abuse, and neglect. All staff must actively intervene and report suspected cases.
• Incident Reporting: Comply with mandatory reporting requirements and cooperate fully with investigations by external authorities.
• Proactive Safeguards: Implement policies and training to prevent harm and empower participants to report issues.

Example in Practice:
If a support worker observes signs of emotional abuse, such as a participant expressing fear of another staff member, this must be escalated to management immediately.

• Cultural Sensitivity: Provide culturally appropriate services and train staff to understand and respect diverse backgrounds.
• Gender and Identity: Accommodate participants’ preferences for support based on gender, faith, or other personal factors.
• Welcoming Environment: Create spaces where all participants feel valued and supported.

Example in Practice:
Ensure that participants feel welcomed and valued by fostering a culturally sensitive and inclusive environment. This includes taking time to understand and respect participants’ cultural backgrounds, traditions, and communication preferences. For example, if a participant has specific cultural needs or practices, such as dietary requirements or religious observances, these should be acknowledged and accommodated to the fullest extent possible, creating a truly person-centered experience.

• Continuous Learning: Regularly review and improve policies, procedures, and service delivery.
• Celebrate Achievements: Highlight successes and milestones, creating a culture of positivity.
• Feedback-Driven Improvement: Incorporate participant and staff feedback into service enhancements.

Example in Practice:
Showcase participant success stories (with consent) through vibrant newsletters, engaging team meetings, and dynamic presentations. Celebrate these achievements in a way that excites and motivates everyone involved, creating a sense of shared pride and purpose. Highlight the journey, challenges overcome, and the impact made—all while inspiring others to see what’s possible through dedication and support.

• Professionalism: Exhibit reliability, punctuality, and a positive attitude in all interactions.
• Respect: Treat all participants, colleagues, and stakeholders with dignity and kindness.
• Collaboration: Work as a team to deliver the highest quality of support.
• Advocacy: Stand up for participant rights and actively support their goals.
• Adaptability: Embrace challenges and remain solutions-focused.

The Power Unleashed Code of Conduct reflects our shared commitment to excellence, respect, and innovation, in alignment with the NDIS Code of Conduct. By adhering to these principles, we not only ensure compliance with national standards but also foster a culture of trust, empowerment, and continuous improvement. Together, we create an environment where participants feel valued, their rights are upheld, and staff are motivated to deliver exceptional support. This shared commitment enables us to build a future that celebrates the potential and achievements of every individual we serve.

At Power Unleashed, we are committed to protecting your privacy and handling your personal information with the utmost care and transparency. This Privacy Policy outlines how we collect, use, store, and protect your information in compliance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and other relevant legislation, including the NDIS Code of Conduct and the NDIS Practice Standards.

This Privacy Policy applies to all participants, staff, contractors, and stakeholders engaged with Power Unleashed. It covers the collection, use, and management of personal information in all forms, whether digital, written, or verbal.

We collect personal information necessary to provide you with tailored services and support. This includes:

• Identifying Details: Name, date of birth, contact details, and emergency contacts.
• Health and Disability Information: Medical history, disability status, and support needs to provide appropriate services.
• NDIS Information: NDIS plan details, goals, and funding arrangements.
• Service Interaction Records: Details of coaching sessions, workshops, peer support activities, and feedback provided.

We collect information directly from you or your authorised representatives during your engagement with Power Unleashed. In some cases, we may collect information from third parties with your consent.

We use your personal information to:

• Develop and deliver individualised coaching, workshops, and peer support programs.
• Monitor progress and adapt services to align with your goals.
• Comply with legal obligations under the NDIS and other regulatory frameworks.

Your information will only be disclosed to:

• Authorised staff and contractors who require it to deliver services.
• NDIS and other relevant regulatory bodies, as required by law.
• Third parties you have consented to, such as health professionals or plan managers.

We will never sell or share your information for marketing purposes.

Power Unleashed takes the security of your personal information seriously. We implement:

• Physical Security: Secure storage of paper records in locked cabinets and restricted office access.
• Digital Security: Encrypted databases, secure password protocols, and access controls.
• Employee Training: Regular training for all staff on data protection and privacy best practices.

In the event of a data breach, we will follow the Notifiable Data Breach (NDB) Scheme requirements, informing affected individuals and the Office of the Australian Information Commissioner (OAIC).

You have the right to access and correct the personal information we hold about you. To request access or amendments:

• Contact us via email or phone (details below).
• We will respond to your request within 14 business days.

If we cannot fulfill your request, we will provide a clear explanation and inform you of your right to escalate the matter.

We retain personal information for as long as it is required to:

• Deliver services to you.
• Meet legal and regulatory requirements.

When information is no longer needed, we ensure its secure disposal through shredding, deletion, or other approved methods.

Power Unleashed may engage third-party providers to support our services, such as IT infrastructure or plan management. These providers are required to comply with our data protection standards and applicable laws.

In addition to accessing and correcting information, participants have the right to:

• Restrict the processing of their data.
• Withdraw consent for data use where applicable.
• Request deletion of information, subject to legal and regulatory requirements.

Participants may request a copy of their personal data in a structured, commonly used format to transfer to another service provider. This ensures flexibility and autonomy in managing your information.

If our website or apps use cookies or tracking technologies:

• We collect non-identifiable data to enhance user experience.
• Participants can adjust browser settings to disable cookies if they choose.

For participants under 18 years old, Power Unleashed requires consent from a parent or guardian for the collection and use of personal information. Additional safeguards are in place to protect the privacy of minors.

Some personal data may be stored or processed overseas. We ensure these providers comply with Australian privacy laws and maintain strict confidentiality standards.

In the event of a data breach likely to result in harm, Power Unleashed will:

• Notify affected individuals promptly.
• Report the breach to the Office of the Australian Information Commissioner (OAIC).
• Take steps to mitigate any potential harm.

Participants may choose to interact anonymously or pseudonymously where lawful and practical. However, certain services may require personal identification for effective delivery.

All Power Unleashed staff undergo regular privacy training to ensure compliance with legislation and organizational policies. This reinforces our commitment to maintaining high standards of data protection.

• Office of the Australian Information Commissioner (OAIC)
• NDIS Quality and Safeguards Commission

For more information or to report concerns, participants can access these resources.

If you believe your privacy has been breached, or if you have any concerns about this policy, please contact us. We are committed to resolving complaints promptly and transparently. If you are not satisfied with our response, you may escalate your concern to the Office of the Australian Information Commissioner (OAIC) or the NDIS Quality and Safeguards Commission.

<Contact Details:

• Phone: [Insert Phone Number]
• Email: [Insert Email Address]
• Postal Address: [Insert Address]

This Privacy Policy will be reviewed and updated regularly to ensure it remains compliant with relevant legislation and reflects our evolving practices. We will notify participants of significant changes and provide updated copies upon request.

By engaging with Power Unleashed, you acknowledge that you have read and understood this Privacy Policy and consent to the collection, use, and disclosure of your personal information as outlined.

At Power Unleashed, we are committed to delivering high-quality services that empower our participants to achieve their goals. We recognise the importance of addressing any concerns or complaints promptly, fairly, and transparently. This Complaints Resolution Process ensures compliance with the NDIS (Complaints Management and Resolution) Rules 2018 and aligns with the standards set by the NDIS Quality and Safeguards Commission.

We:

• Welcome feedback and complaints as opportunities for improvement.
• Ensure all complaints are handled with professionalism, fairness, and respect.
• Protect the privacy and confidentiality of all parties involved.
• Provide clear, accessible channels for participants to raise concerns.
• Commit to resolving complaints promptly and preventing recurrence of issues.

Participants, families, carers, or advocates can lodge a complaint in any of the following ways:

1. In Person: Speak directly to your coach or any Power Unleashed staff member.
2. By Phone: Call us at [Insert Phone Number].
3. By Email: Send your concerns to [Insert Email Address].
4. Online Form: Complete our complaints form on our website at [Insert Website URL].
5. In Writing: Address your complaint to: Power Unleashed [Insert Postal Address]

If you require assistance in making a complaint, our team will support you throughout the process.

1. Acknowledgment:
   • Complaints are acknowledged within two business days of receipt.
   • Participants receive a reference number and an outline of the next steps.
2. Assessment:
   • We assess the complaint to determine its nature, urgency, and complexity.
   • If necessary, we may contact you to gather additional details.
3. Investigation:
   • A thorough and impartial investigation is conducted by a trained staff member.
   • All relevant parties are interviewed, and supporting documentation is reviewed.
4. Resolution:
   • Based on the findings, we develop a resolution plan.
   • Resolutions may include corrective actions, process improvements, or other remedies.
5. Communication:
   • The outcome of the investigation is communicated to the participant within 14 business days.
   • If the resolution is delayed, we will provide regular updates on the progress.
6. Follow-Up:
   • We follow up with the participant to ensure satisfaction with the resolution.
   • Feedback is gathered to evaluate the effectiveness of the complaints process.

If you are not satisfied with our resolution, you can escalate your complaint to the NDIS Quality and Safeguards Commission:

• Phone: 1800 035 544
• Website: https://www.ndiscommission.gov.au
• In Person: Visit one of their local offices.

• All complaints are handled in accordance with our Privacy Policy.
• Information is only shared with those directly involved in the resolution process.
• We ensure that participants feel safe and supported when raising concerns.

• Review all complaints to identify trends and areas for improvement.
• Use feedback to refine our services and prevent recurring issues.
• Conduct regular staff training on complaint handling and resolution.

We encourage participants to seek support from advocacy services if needed. These services can provide independent advice and assistance:

• Disability Advocacy Finder
• NDIS Quality and Safeguards Commission: 1800 035 544

At Power Unleashed, we view every complaint as a chance to grow and improve. By listening to your concerns, we aim to enhance the quality of our services and build stronger relationships with our participants. Together, we can create a positive and empowering environment for all.