Our journey began in 2014 with a commitment to providing exceptional audit services across Australia from our base in Geelong. Since then, our team of sector experienced, qualified auditors have audited a wide range of NDIS Providers against the NDIS Practice Standards.
While each organisation is unique, some common themes emerge in non-conformity to the NDIS Practice Standards and here are some tips on how you can stay ahead.
- Policies That Don’t Reflect Practice
What we see: Policies are sometimes copied from templates or other organisations and don’t reflect how services are actually delivered and your organisational processes.
How to improve:
- Keep them simple, relevant and easy for staff to understand and apply.
- Review your policies and procedures regularly and ensure they match your day-to-day operations.
- Limited Evidence of Staff Training
What we see: Providers may have informal training processes but lack documentation to show staff are trained and competent.
How to improve:
- Keep a training register with dates, topics and who attended.
- Include induction, refresher training and any role-specific learning.
- Check the NDIS Commission website for updated, free resources including the short educational videos about the NDIS Code of Conduct.
- Incomplete Incident and Complaint Records
What we see: Some providers don’t record minor incidents or complaints or don’t show how they were resolved.
How to improve:
- Record all incidents and complaints, even if they seem minor.
- Document your response, follow-up actions and any changes made.
- Ensure staff are trained and fully understand incident and complaint reporting procedures.
- Use this information to improve your service and demonstrate continual improvement.
- Participant Involvement Isn’t Evident
What we see: Providers may involve participants in planning but don’t document it clearly.
How to improve:
- Keep records of planning meetings and participant input.
- Use accessible formats and communication methods suited to each person.
- Review plans regularly and update them with the participant’s involvement.
- Risk Assessments Are Generic or Outdated
What we see: Risk assessments may be broad or not updated when circumstances change.
How to improve:
- Tailor risk assessments to each participant and activity.
- Update them when there are changes in health, environment or behaviour.
- Make sure staff understand and apply risk mitigation strategies.
Did you know?
You can perform a practice review to help you meet elements of the NDIS Practice Standards and the NDIS Code of Conduct. This is a reflective practice where you assess your own business process and identify gaps.
Visit the NDIS Commission website to learn more about Practice reviews and download a range of free resources.