Our policies

We are committed to providing the best possible services and outcomes for our clients.

To achieve this we have a Quality Management System in place. Our system is audited against the DHHS Human Service Standards and ISO 9001 each year and is recertified every three years.

Our Quality Management System includes policies and procedures. We’ve listed some of these below.

If you have any questions or want to know about any of our other policies or procedures, you can contact the Quality and Risk Team at: quality@nss.org.au

We listen and respond to all feedback we receive.

This helps us to:

  • keep improving
  • apply a consistent approach to fixing any problems
  • reduce the potential for future complaints or existing problems to get worse
  • make sure our staff recognise the value of feedback
  • track how happy our clients and stakeholders are
  • provide meaningful and timely reports
  • allocate resources properly.

We make sure our staff have the skills and capabilities to manage feedback.

Our compliments and complaints policy and procedure also makes sure:

  • our clients and stakeholders understand their rights and responsibilities
  • our clients and stakeholders can easily get information about our feedback process.

Complaints and Compliments policy and procedure (PDF)

Complaints policy and procedure (Easy Read) (PDF)

We require our staff to follow the Code of Conduct. Our clients are expected to follow their rights and responsibilities and we also expect staff to follow their code of conduct.

Each year we ask them to read and sign the policy and procedure.

As part of the Code of Conduct, all staff must comply with the relevant legislation.

This includes compliance with:

  • DHHS Human Service Standards
  • Disability Act (2006)
  • Occupational Health and Safety Act (2009)
  • Bus Safety Act (2009).

Code of Conduct policy and procedure (PDF)

Code of Conduct policy and procedure (Easy Read) (PDF)

We ask our clients to give us information that will help us to provide them with a quality service that meets their individual needs.

To do this, we make sure all private and confidential information is treated in a respectful and professional manner.

We have an organisational culture that respects:

  • the right to privacy for individuals
  • the safeguarding of information according to privacy principles.

Privacy and Confidentiality policy and procedure (PDF)

We want to be an organisation that is physically, culturally and emotionally safe; where there is no assault on, challenge to or denial of people’s identity, understandings, needs or person.

Everyone involved with our organisation has a responsibility to understand the important and specific role they play in looking after the wellbeing and safety of our clients, employees and stakeholders.

This is particularly important for the most vulnerable people in our community including Aboriginal children, children from culturally and/or linguistically diverse backgrounds and children with disability.

We are firmly committed to making sure that everyone who provides services through our organisation promote the right of all our clients to be respected and nurtured in a safe environment.

This commitment is shown in our mission and vision and put into practice through our policies and procedures.

We recruit staff using the policies and procedures listed below:

  • Recruitment and Selection
  • National Police Check
  • Working with Children Check
  • Disability Worker Exclusion Scheme.

As part of our induction process, new employees must read our Freedom from Abuse and Neglect policy and procedure. All employees take part in training on abuse and neglect.

We give clients and their nominees the Rights and Responsibilities Information Booklet when they start with us. We talk through the booklet with clients, covering information about abuse and neglect, how to report it, advocacy and translation services.

Our employees, volunteers, contractors, clients and/or nominees need to report any concerns they have about the welfare of a client to an NSS employee straight away.

Freedom from Abuse and Neglect policy and procedure (PDF)

We are currently writing a Reconciliation Action Plan (RAP) to support our Aboriginal or Torres Strait Islander clients.

The RAP program is an initiative of Reconciliation Australia to provide organisations with a framework to “realise their vision for reconciliation”.

The RAP is a written commitment to “implementing and measuring practical actions that build respectful relationships and create opportunities for Aboriginal and Torres Strait Islander peoples”.

The RAP also ties in to new Child Safety legislation by confirming our commitment to be a culturally safe and tolerant organisation.

Aboriginal and Torres Strait Islander Cultural Awareness policy and procedure (PDF)

We know that valuing difference allows each person to:

  • contribute their unique experiences
  • achieve their full potential.

Embracing diversity can have a positive impact, not just on our internal activities and relationships, but the experiences of our whole community.

We promote and celebrate the cultural, linguistic and religious diversity of our clients and families, employees and stakeholders.

We don’t discriminate on the basis of gender, gender identity or sexuality, or age. And we encourage marginalised groups to be involved in our service delivery.

Diversity policy and procedure (PDF)

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