Disability Care Policies – Care Wide Pty Ltd

Legal name: Care Wide Pty Ltd
ABN: 28 661 045 389
Disability Care Registered Provider Number: 4050137168

Welcome to our Disability Care Policies page. Below you’ll find information about our policies and procedures, the rights of participants, how we manage safety and risk, and how to raise concerns. If you’d like full policy documents or policies in another format (e.g. large print, audio, translation), please contact us.

Our Key Policies & Procedures

Rights & Responsibilities / Participant Charter

We respect the dignity, independence, and informed choices of every participant. This policy outlines participant rights, provider obligations, how you can expect to be treated, and how to raise concerns. It covers your rights to privacy, fairness, non-discrimination, and safety.

Also see Disability Care official practice standard: Disability Care Practice Standards — Core Module: Rights and Responsibilities

Service Agreements & Support Planning

Before we begin providing supports, a written Service Agreement is provided that details supports, fees, responsibilities, how to change or end services, and how support plans are developed, reviewed, and updated.

Related Disability Care Practice Standards: Disability Care Practice Standards & Quality Indicators

Incident Management & Reportable Incidents

We maintain a documented Incident Management System. This covers identification, assessment, management, resolution, and reporting of incidents. For serious or reportable incidents, we notify the Disability Care Commission within required timeframes.

Disability Care Commission resources:

Privacy, Confidentiality & Records Management

We are committed to protecting your personal information in line with the Privacy Act and Disability Care Privacy principles. This policy explains what information we collect, how it’s used, stored, shared (if needed), and how you can access or correct it.

Disability Care Commission resource: Privacy – Disability Care Commission

Worker Screening & Code of Conduct

All staff and contractors undergo required screening, qualifications, reference checks, and comply with the Disability Care Code of Conduct. Where required, we maintain up-to-date Disability Care Worker Screening for applicable roles.

Disability Care Commission resource: Disability Care Code of Conduct

Complaints & Feedback Management

You can provide feedback or lodge a complaint at any time. We will acknowledge, investigate, respond and communicate outcomes. If you are not satisfied, you can escalate your complaint to the Disability Care Commission or an external advocate.

Full Complaints & Feedback Policy (PDF)

Disability Care Commission resource: Incident Management & Complaints Policy – see combined Disability Care requirement

Behaviour Support & Restrictive Practices

If any behaviour support or use of restrictive practices is needed, it will only occur under authorised, documented behaviour support plans, in accordance with relevant laws and Disability Care Commission guidelines, and only when other options have been considered.

Disability Care Commission resources: Practice Standards — Supplementary Modules including Specialist Behaviour Support

Risk Management, Safe Environments & Emergency Response

We assess and manage risk for participants, staff and others through individual risk assessments, environmental safety checks, infection control, and plans for emergencies (evacuation, medical emergencies, disaster scenarios).

Disability Care Commission resource: Disability Care Practice Standards — Core Module & Supplementary Modules / Risk, Governance & Operational Management

How to Raise Concerns or Complaints

If you have any concerns, complaints, or believe there may have been a breach of these policies, please follow these steps:

  1. Contact us directly: Phone: 1800 371 229
  2. | Email:  inquiries@carewideaustralia.com.au
  3. We will acknowledge receipt within 3 business days and investigate.
  4. We will communicate outcome to you.
  5. If you are not satisfied, you may contact the Disability Care Quality and Safeguards Commission:
    Disability Care Commission: Contact Disability Care

Our Commitment to Quality & Improvement

We continually monitor and evaluate our services, using participant feedback, audits, incident analysis and other data to improve our policies and practices. Review dates for all policies are documented; next review scheduled no later than NOVEMBER 2025.

© Care Wide Pty Ltd. All rights reserved 2025.