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Policy

NDSP Plan Managers respect your privacy, here on our website and as part of any of our day-to-day operations. We are committed to providing you with the best possible customer service experience.

Much of our website can be viewed without providing any of your information, however, for access to some of our support features and services you may be required to submit personally identifiable info. We may collect your information via our online forms, contact and enquiry forms and newsletter subscriptions.

We only provide your information to the companies with whom you may choose to deal. These may include your support providers and their representatives. We do not under any circumstances give-away, trade or sell your information.
Please keep in mind, you can check and modify any information we hold about you whenever you like.

NDSP Plan Managers may occasionally send out emails to our subscribed recipients – these are sent to those who have subscribed via our online forms or have used our services. If you receive these emails you may easily update your personal information or unsubscribe at any time by clicking the links on the bottom of the email you receive.

We collect some non-personally identifiable information when users visit our website, including but not limited to browser type, version and language, operating system, pages viewed while browsing the site, page access times and referring website address. This collected information is used solely internally for the purpose of gauging visitor traffic, trends and delivering personalised content to you whenever possible.

Introduction

NDSP Maintains a Business Continuity Plan. This is important to protect NDSP Plan Managers against threats that can cause interruption to the way the business runs to support clients and service providers. It identifies risks and makes sure that services keep going or are back up and running as soon as possible to ensure the safety and wellbeing of employees and continuity of support for our clients.

The reason and purpose of the plan is to:

  • Keep services running without interruption if possible, and for as long as possible.
  • Provide reassurance to all people involved. This includes our clients, providers, and employees.
  • To keep clients, providers and employees informed about what is happening.
  • To be as prepared as possible for any risks and put measures in place to stop further risks from occurring.
  • Ensure that services are resumed as soon as possible.

Reporting

NDSP needs to notify the NDIS Commission of any changes to how services are delivered under sections 13 & 13A of the NDIS Rules 2018.

To understand the reasons for the plan the most likely changes would be:

  • A major event that could affect NDSP’s ability to comply with any of its conditions of registration.
  • A negative change in the provider’s ability to provide services due to the change in its finances because of the major event which is out of the control of NDSP Plan Managers.

Business Continuity Planning

A Business Continuity Plan sets out how the organisation has prepared for different types of emergencies and major events that might occur, and are outside our control, that would affect the continuity of our plan management services.

The plan helps us to continue to operate while the disaster or major incident that has occurred is addressed. The plan will be updated as needed to ensure it addresses the needs of the organisation, clients, providers, and employees. The plan also helps the organisation to recover quickly after any type of disaster or event that causes the business to be unable to run as usual.

Communication

NDSP has identified different ways we will communicate with our clients if our services are interrupted to ensure everyone remains informed about what is happening and when services should resume if they have been impacted.

If you have any questions regarding the business continuity activities undertaken at NDSP, please do not hesitate to speak to one of our team members or to get in touch with us HERE

NDSP Plan Managers actively seeks the input of clients and stakeholders to provide feedback, both positive and negative, as a source of ideas for continuously improving the services it provides.

If you have a compliment or complaint please feel free to leave any feedback here

NDSP is committed to excellence in provision of plan management services that supports our clients to meet their goals. This client centered approach includes the importance of sharing information with our clients about the incident management processes here at NDSP and how we undertake practices to minismise the risk of incidents for our clients.

The team at NDSP are required to manage incidents in a manner which supports the client’s safety and wellbeing and to document incidents as they occur. This includes keeping our clients informed of how we are managing an incident, should one occur. All incidents undergo an investigation process which include communication with all stakeholders including the client and an analysis of how the incident occurred. Incidents are discussed and reported to senior levels of the organisation to ensure transparency regarding their management.

The team at NDSP continually review our processes, including analysing data from our incidents to look for trends, assess risk and to look for innovative opportunities to improve our practices and service delivery to our clients.

NDSP also understands the importance of supporting clients, and their support network, to access advocacy services when required. This can support clients by providing information to support their wellbeing and understanding their rights. This is especially important during an incident process. For further information about advocacy services click HERE.

Please speak to one of our friendly team members for more information about how we manage incidents at NDSP or if you have any feedback regarding how we have managed an incident, or if you have any questions. Please don’t hesitate to contact us on 1800 63 63 77, or click HERE to get in touch.

We reserve the right to make changes to this page and any other on our website at any time and invite you to get in touch with us if you have any questions or would like further information.