Video: Integrity, honesty and transparency

The NDIS Code of Conduct. Guidance for NDIS providers.

The NDIS Code of Conduct outlines how all NDIS providers and workers must respect and uphold the rights of people with disability.

There are eight elements to the Code of Conduct.
In this video, we'll focus on integrity, honesty and transparency.

This element will demonstrate what it means for providers and review a real-world scenario to illustrate the Code in practice.

The Code states NDIS providers must act with integrity, honesty and transparency.

Maria has an intellectual disability and Sumetra is her support coordinator.

Maria often asks Sumetra for advice.

Following one of her recommendations, Maria signed up for a new fitness program.

However, the new fitness program turned out to be far above her capabilities, leaving Maria feeling anxious, upset and confused about why the class was recommended to her. 

Maria spoke with her brother Carlo about what had happened.

And upon looking into it, Carlo discovered that the exercise program recommended by Sumetra was also run by the same provider that Sumetra works for.

As this was not disclosed, Carlo helped Maria make a complaint to the provider.

There may be times when it is appropriate to recommend extra supports and services to participants.

However, providers must disclose all related, real or perceived, conflicts of interest. Failure to do so undermines the rights of people with disability to make informed decisions about the supports and services they receive.

In response to the complaint, the provider met with Maria and Carlo, where they apologised for not disclosing the conflict of interest.

They also apologised to Maria for the advice given, acknowledging that the fitness program was not suited to her needs.

Providing an honest response helped to re-establish the essential trust-based relationship crucial for high quality service delivery, as outlined in the Code.

To ensure people with disability can make decisions in their best interest, free from incentives, pressure, deception and exploitation, providers have a responsibility to always ensure recommended supports and services: 

Are appropriate to participant needs.

Are accurately described,

And, are free from undisclosed conflicts, incentives or benefits to the provider or worker.

Acting with integrity, honesty and transparency, the provider reached out to help Maria find another exercise class that was more suited to her abilities and interests. 

They updated training courses for new and existing staff to emphasise the importance of honesty, and thoroughly researching programs and participant goals, before making recommendations.

And, they also put protocols in place for workers to inform clients of the conflict of interest, or perceived conflict of interest when cross-selling products. 

All of which has helped the provider continue to offer high quality supports and services and regain Maria’s trust as her provider in line with the Code.

As an NDIS provider, meeting your obligations, as outlined in the Code of Conduct, is essential - as we all work to support the rights of people with disability.