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Key Policies

Rights and Responsibilities

Client Character
  • Your Rights and Responsibilities
At Canny Focus, we’re here to listen, support, and work with you—because working together leads to the best outcomes.You have the right to:
  • Be treated with dignity and respect
  • Be involved in decisions
  • Speak up if something isn’t right
If we ever fall short, you have the right to tell us—and to have your concerns taken seriously.
Your Rights
To Be Treated Well
  • You have the right to be treated with respect, dignity, and fairness
  • We will always speak honestly and protect your privacy
  • Your information will only be used for the right reasons
  • You will receive high-quality support tailored to your needs, age, lifestyle, and cultural background
To Speak Out
  • You can make a complaint at any time
  • We will respond as quickly and respectfully as possible
  • If you're not satisfied, you can raise the issue again—or take it to the NDIS Commission
To Participate
  • You have the right to a safe and comfortable environment
  • You can make choices and decisions about your services
  • You have the right to clear information to help you make decisions
  • You can choose someone to support you—like an advocate, family member, or friend
  • You have the right to help access other community services if needed
Your Responsibilities
You are a partner in this process—your role matters. Here's how you can help:
  • Keep your contact information up to date
  • Attend your appointments, or let us know if you can’t
  • Choose someone you trust to support your decisions if needed
  • Treat others with fairness, honesty, and respect
  • Respect the privacy and safety of others
  • Give us honest feedback so we can keep improving

Incident Management

Working Together to Keep Everyone Safe
Your safety is very important to us. We work hard to deliver high-quality, safe services—but sometimes things can go wrong. An incident is when something unexpected happens that causes harm—or could have caused harm—to you, someone else, or a staff member. This page explains:
  • How we try to prevent incidents
  • What we do if an incident does happen
  • How you can speak up if you feel unsafe
Your Safety Matters Feeling Safe. Being Safe.
As an NDIS provider, we must follow strict rules to protect everyone involved—participants, staff, families, and the broader community. We use risk management practices to:
  • Think ahead about what could go wrong
  • Put strategies in place to prevent harm
  • Check that our environments, services, and staff are safe
  • Adjust supports based on your needs and feedback
You can help by:
  • Acting safely
  • Treating others with respect
  • Letting us know if you feel unsafe—we will always listen
What Happens If Something Goes Wrong? How We Manage Incidents
All Canny Focus staff are trained in incident response. If something happens, we will follow the official NDIS Incident Management rules. That means:
  • We record and report the incident
  • We investigate what happened
  • We make changes to help prevent it from happening again
  • We talk with you (or your representative) about what happened and what we’ll do
We must report to the NDIS Commission if:
  • A participant is seriously injured or harmed
  • A participant alleges harm or abuse
  • A staff member behaves inappropriately or neglectfully
What If You’re Not Comfortable Telling Us?
You don’t have to go through this alone. If you don’t feel safe telling our staff, you can:
  • Speak to someone you trust—like a family member, friend, or advocate
  • Contact the NDIS Commission directly
  • Ask an advocate to support you with your complaint
  • Complaining About Incidents
  • Making Things Right
Everyone deserves to feel safe and respected. If you’re involved in an incident, you have the right to:
  • Know what happened
  • Be informed about what’s being done to make things right
  • Complain if you’re not satisfied with our response
We will:
  • Keep you informed throughout the process
  • Treat your concerns seriously and respectfully
  • Support you to get help if needed
You can also contact:

Privacy and Confidentiality

1. Your Information. Your Rights.
At Canny Focus, we collect certain information about you so we can provide the best and safest support possible. But your privacy is important to us—and protected by law.
There are rules that say:
  • Think ahead about what could go wrong
  • Put strategies in place to prevent harm
  • Check that our environments, services, and staff are safe
  • Adjust supports based on your needs and feedback
This page explains how we respect your privacy and how you can help protect it too.
2. Your Information Belongs to You
We will always:
  • Ask your permission before collecting or sharing your information
  • Explain why we need the information
  • Only collect what’s necessary for your care and safety
This includes:
  • Personal details
  • Support needs
  • Photos or videos (if used as part of your support plan)
If you’re unsure why we’re asking for something—it’s okay to ask. We’ll always explain.
3. Keeping Your Information Safe
We take your privacy seriously. We will:
  • Keep your records secure
  • Use them only for the right reasons
  • Share them only with the right people
People directly involved in your support (e.g. practitioners or team members) may need access to your information to provide appropriate services. We will only share your information when:
  • You’ve given consent
  • We’re seriously concerned about your safety
  • We’re required by law to do so (e.g. under child safety or reportable incident laws)
You also have the right to:
  • See your personal records
  • Ask us to correct any incorrect or outdated information
4. Keeping Your Information Up to Date
It’s important that your information is accurate and current. This helps us deliver the right support. Please let us know if any of the following changes:
  • Your phone number
  • Your address
  • Your emergency contacts
  • Your service providers or supports
We’ll also check in with you regularly to make sure we’ve got everything right.

Your Feedback/Complaint Is Important

Your Feedback/Complaint Is Important
Your thoughts help us improve—whether it's a compliment, suggestion, or complaint.
What You Can Share:
  • Compliments (we love to know what’s working!)
  • Suggestions or ideas
  • Complaints (we take them seriously and won’t be upset)
Your Voice Matters.
If you're happy, great! If not, let us know—we’re here to listen and improve.
What We'll Do:
  • Listen respectfully
  • Keep your feedback confidential
  • Respond as quickly as we can
  • Take action when possible
  • You can share feedback anonymously, but we won’t be able to respond without your contact details.
How To Share:
  • Fill out the form below
  • Call us directly
  • Speak with any Canny Focus staff member
  • Our team will make sure your message gets to the right person.

Feedback and Complaints Form

To provide feedback, complete the form below.
Our full Privacy Policy can be read here
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