NDIS Provider Rights Statement

1. Right to Compliant Clinical Nursing Services

You have the right to receive nursing services delivered in full compliance with:

• The NMBA Registered Nurse Standards for Practice (2016)
• The NDIS Code of Conduct
• All applicable AHPRA registration requirements
• The agreed scope of services set out in the B2B Service Agreement

Every clinical intervention is delivered by an AHPRA-registered Registered Nurse. You can verify TrustCare’s AHPRA registration at any time at ahpra.gov.au.

2. Right to Timely Clinical Documentation

You have the right to receive:

• A clinical service report within 48 hours of each nursing visit, suitable for inclusion in the participant’s care record
• A clear record of all clinical observations, interventions, and outcomes
• Prompt written notification of any change in a participant’s clinical condition that requires escalation to the GP, allied health team, or you as the registered provider

3. Right to Prompt Incident Notification

As the registered provider, you retain statutory obligations to report certain incidents to the NDIS Quality and Safeguards Commission. To enable you to meet those obligations, TrustCare will:

• Notify you of any incident or near miss involving a participant within the same business day of becoming aware of it
• Provide written incident documentation for your incident register
• Cooperate fully with any incident investigation you or the Commission conduct

You have the right to expect this notification will be timely and complete so that you can meet your own 24-hour and 5-business-day reporting timeframes to the Commission.

4. Right to Evidence of Worker Screening and Credentials

You have the right to request and receive, at any time:

• Evidence of the treating nurse’s current AHPRA registration status
• Evidence of current NDIS Worker Screening Clearance (WA Department of Communities)
• Current professional indemnity and public liability insurance certificates
• Relevant clinical certifications and qualifications

TrustCare will provide this evidence promptly upon request and will notify you immediately if any credential or clearance status changes.

5. Right to Audit and Oversight

As the registered provider, you have governance obligations that include oversight of subcontracted services. You have the right to:

• Request clinical documentation, service reports, and care records related to participants under your care
• Conduct an audit of TrustCare’s clinical services as part of your own NDIS Quality and Safeguards Commission compliance audit obligations
• Receive a copy of any incident reports, corrective action plans, or clinical review findings relevant to a participant in your care

TrustCare commits to full cooperation with any audit or oversight activity you undertake.

6. Right to End or Change Services

You have the right to change the scope of nursing services, vary the supports TrustCare provides, or end the service agreement at any time in accordance with the agreed notice period.

TrustCare will provide a minimum of 14 days’ written notice before ending any service arrangement, except where continued service delivery presents an unacceptable clinical or safety risk, in which case TrustCare will take all reasonable steps to support continuity of care and minimise disruption to the participant.

TrustCare will continue to provide agreed services during any notice period unless a safety concern makes this impractical.

7. Right to Raise Complaints About TrustCare

You have the right to raise a complaint about TrustCare Support’s clinical services, communication, or conduct at any time. TrustCare’s complaints process applies equally to registered provider partners:

📧 admin@trustcaresupport.com.au ✉️ info@trustcaresupport.com.au

See our Complaints Policy for timeframes and process. You may also escalate concerns to:

• NDIS Quality and Safeguards Commission: 📞 1800 035 544

  🌐 ndiscommission.gov.au

• AHPRA — concerns about registered nurse professional conduct: 🌐 ahpra.gov.au

8. Your Responsibilities as the Registered Provider

When engaging TrustCare as a subcontractor, you retain the following responsibilities under the NDIS framework:

• Retaining overall accountability — As the registered provider, you remain fully accountable to the NDIS Commission for all services delivered under your registration, including services delivered by TrustCare on your behalf
• Practice Standards compliance — Ensuring your engagement with TrustCare is governed by a written B2B Service Agreement and that your internal audit systems include oversight of subcontracted clinical services
• Participant consent — Obtaining and documenting the participant’s (or their representative’s) informed consent to TrustCare delivering nursing services
• Providing complete referral information — Providing TrustCare with accurate, complete, and up-to-date clinical information about the participant to enable safe care delivery
• Worker screening oversight — Verifying (and maintaining records of verification) that TrustCare nurses delivering risk-assessed services hold a current NDIS Worker Screening Clearance
• Incident reporting to the Commission — Making all required notifications to the NDIS Commission within the required timeframes following incident notification by TrustCare
• Safe work environment — Ensuring a safe work environment at the service delivery location, consistent with your WHS obligations