Our Approach to Safety & Safeguarding
The safety of participants is the highest priority at U Matter Care. As a registered NDIS provider, we strictly follow all NDIS Quality and Safeguards Framework policies and the NDIS Code of Conduct[[7](https://www.ndiscommission.gov.au/rules-and-standards/ndis-code-conduct)]:
- Respecting your rights, choices, and self-determination
- Zero tolerance for violence, neglect, exploitation, or abuse
- Strict compliance with all worker screening and safety training[[3](https://www.safework.nsw.gov.au/resource-library/health-care-and-social-assistance/work-health-and-safety-guidance-for-ndis-providers)]
- Transparent, responsive complaint and incident reporting systems
- Continuous quality improvement and open provider-participant communication
Registered NDIS providers must meet the highest national safety standards. Our policies are regularly reviewed with participant and family feedback to ensure best practice [[1](https://www.ndis.gov.au/media/5850/download?attachment)].
Your Rights as an NDIS Participant
All participants and their families have the right to:
- Feel physically and emotionally safe at all times during service delivery
- Make choices about your daily life, activities, and who supports you (“dignity of risk”)
- Speak up if you feel uncomfortable, unhappy, or at risk—without fear of punishment
- Access independent advocates or reporting support (we can refer you any time)
- Have concerns, incidents, or feedback handled quickly and confidentially
What to Expect from Our Staff
- All team members complete NDIS code of conduct and safeguarding training[[2](https://www.ndiscommission.gov.au/sites/default/files/2022-05/provider-information-pack-full-pack.pdf)]
- Workers are police-checked, reference-checked, and hold valid NDIS Worker Screening (WWCC/DHS)
- Staff never work alone with children without a visible/informed family/manager presence
- All support plans, risks, and needs are reviewed regularly with you and your chosen support circle
- We always keep you involved in your plan and any changes made
Our Immediate Safety Actions
- All safety concerns are acted on immediately—no exceptions. This means pausing service, seeking urgent help, or reporting to the NDIS Commission as needed[[2](https://www.ndiscommission.gov.au/sites/default/files/2022-05/provider-information-pack-full-pack.pdf)].
- All reportable incidents (injury, abuse, neglect, significant concern) are formally documented, families notified, and—where required—reported to police, the NDIS Commission, and/or local authorities.
If you feel unsafe or have any concern, call our Safety Helpline direct. You can also alert any team member—your safety is always more important than any routine or plan.
Safety FAQs
What is participant safeguarding?
It’s the system making sure every support is safe, rights-based, and proactive in managing risks—reviewed regularly by the NDIA/Commission [[1](https://www.ndis.gov.au/media/5850/download?attachment)].
Who can I talk to if I don't feel safe?
You can call, text, or email any U Matter Care manager, the official NDIS Commission, or use an external advocate—a family member or friend can help you.
What if I see something unsafe involving someone else?
You can report it immediately and anonymously if you wish. We’ll act, not blame, and you will never get in trouble for reporting a concern.
How are support workers trained in safety?
All staff complete the NDIA “Quality, Safety and You” course, ongoing safeguarding training, and must pass an NDIS Worker Screening Check[[3](https://www.safework.nsw.gov.au/resource-library/health-care-and-social-assistance/work-health-and-safety-guidance-for-ndis-providers)].
Can I see your safety or safeguarding policies?
Yes—we share all safety, incident, and risk policies with participants/families on request. You can also view national policies at the NDIS Commission.
