MyCareSpace NDIS Provider Code of Conduct

This Code of Conduct applies to all NDIS Providers who subscribe to and list their services on the MyCareSpace platform. By joining MyCareSpace, Providers agree to comply with this Code as a condition of receiving referrals and maintaining their listing. This Code reflects current obligations under the NDIS Code of Conduct, the NDIS Practice Standards (as amended November 2025), and applicable Australian law.

1. Legal and Regulatory Compliance

Providers must:

• Comply with the NDIS Code of Conduct at all times.
• Comply with the NDIS Practice Standards (November 2025 amendments).
• Comply with the Disability Discrimination Act 1992 (Cth) and all applicable Commonwealth and State/Territory legislation.
• Maintain all required registrations, worker screening, insurances, and professional qualifications.
• Immediately notify MyCareSpace of any sanctions, compliance notices, investigations, suspensions, or regulatory action.

2. Participant-Centred Engagement

Providers must recognise that every referral from MyCareSpace represents a participant who has trusted the platform to connect them with a safe, respectful and competent provider. Providers must:

• Act with integrity, honesty and professionalism in all dealings.
• Respect participant rights, dignity, autonomy and informed choice.
• Provide clear, accurate and transparent information about services, pricing and availability.
• Not engage in misleading, coercive or high-pressure sales practices.

3. Mandatory Respect for Communication Preferences

When MyCareSpace provides a participant’s communication preference (for example, “written contact only”), that instruction is an access requirement. Providers agree that:

• Communication preferences are binding and must be followed exactly as provided.
• Written-only instructions mean no phone calls, no voicemails, and no alternative contact unless explicit written consent is obtained.
• Consent must be requested in writing before changing communication method.
• All staff involved in intake and onboarding must be informed of the participant’s stated preferences.
• Communication preferences must be recorded in internal systems immediately upon referral receipt.

Failure to follow communication preferences may constitute a breach of reasonable adjustment obligations under discrimination law and a failure to provide safe and competent supports under the NDIS framework.

4. Timeframe for Initial Contact

Providers must make first contact with the participant within three (3) business days of receiving a referral from MyCareSpace.

• Initial contact must strictly follow the participant’s stated communication preference.
• If the Provider cannot accept the referral, the Provider must notify MyCareSpace within the same three (3) business day period.
• Failure to contact the participant within three (3) business days without reasonable explanation may result in review, suspension of referrals, or removal from the platform.

Prompt and respectful contact demonstrates professionalism, protects participant wellbeing, and increases successful onboarding outcomes.

5. Structured Intake Protocol

Upon receiving a referral from MyCareSpace, Providers must:

• Review all referral notes in full before making contact.
• Make first contact strictly in accordance with the participant’s stated preference.
• Introduce their organisation clearly and confirm understanding of the participant’s access requirements.
• Offer optional alternatives only with participant consent.
• Document all communication and consent.

Providers must not prioritise speed or administrative convenience over participant access needs.

6. Trauma-Informed and Accessible Practice

Providers acknowledge that many participants requesting written communication do so due to anxiety disorders, PTSD, neurodivergence, hearing impairment, or prior negative service experiences. Providers agree to:

• Implement trauma-informed engagement practices.
• Ensure staff are trained in accessible communication.
• Recognise that first contact establishes psychological safety.
• Avoid actions that may cause distress, overwhelm or loss of trust.

7. Commercial Responsibility and Reputation

Providers acknowledge that ignoring referral instructions signals unreliability and damages trust. Providers agree that:

• Professional first contact increases onboarding success and long-term engagement.
• Failure to follow instructions may result in participant disengagement and complaint escalation.
• MyCareSpace referral relationships are contingent on demonstrated professionalism and compliance.

8. Transparency in Service Delivery

Providers must:

• Clearly outline service scope, limitations and availability.
• Provide written service agreements consistent with current NDIS requirements.
• Disclose all fees and cancellation policies upfront.
• Deliver services as agreed and notify participants promptly of any changes.

9. Complaints and Escalation

Providers must:

• Maintain an internal complaints process.
• Respond promptly and professionally to participant concerns.
• Inform MyCareSpace of serious complaints relating to referred participants.
• Cooperate with any reasonable request for clarification or review.

10. Grounds for Suspension or Removal

MyCareSpace reserves the right to suspend or remove a Provider from the platform where there is:

• Failure to follow participant communication preferences.
• Failure to make contact within the required three (3) business day timeframe.
• Substantiated complaints regarding conduct or safety.
• Regulatory non-compliance or investigation.
• Misrepresentation of services or credentials.
• Conduct that undermines participant trust or platform integrity.

11. Commitment to Shared Outcomes

MyCareSpace exists to support participants to engage safely and to support providers to operate sustainable, reputable and compliant businesses. Providers who follow this Code build trust, reduce risk, increase conversion of referrals into long-term service agreements, and strengthen their professional standing within the NDIS ecosystem.

Provider Declaration

By subscribing to and listing on the MyCareSpace platform, the Provider acknowledges that they have read, understood and agree to comply with this Code of Conduct. The Provider understands that adherence to this Code is a condition of referral access and ongoing platform participation.