Make the support arrangement clear
Prime 1 Care’s existing service information describes the organisation as an NDIS registered provider. Registration scope, relevant registration groups and any conditions should be confirmed for the particular service. Ask the team for current documentation before entering a service agreement.
Questions worth asking before you begin
People and competence
Who will provide support? What qualifications, screening, training and participant-specific competencies are required for the tasks? How will worker matching and changes to staff be discussed?
Clinical and support responsibilities
Who develops and reviews the care plan? Who supervises delegated tasks? Which clinical team provides advice, and what happens if needs change? Confirm arrangements for medication, high intensity activities and any overnight support.
Choice and consent
How are preferences recorded? Who may receive information? What decisions can a representative make, and how will the participant remain involved? Ask for information in a format that is accessible to you.
Safety and escalation
What is the incident reporting process? Who is the agreed contact during service hours or after hours where that support is contracted? Clarify safeguards and applicable restrictive practice requirements before a service starts.
Evidence rather than promises
Ask for evidence relevant to the proposed arrangement, including current registration, worker credentials, agreed care plans and service terms. Service decisions should be supported by relevant, current information about the arrangement being proposed.
Raise a concern
You can share feedback, ask an advocate or trusted person for help, or contact the NDIS Quality and Safeguards Commission independently. Your safety, dignity and right to speak up matter.
Feedback and independent complaints pathways