Choice and control
Your choice, protected
Your life, your decisions. Here are your rights under the NDIS in plain words, how to change provider, and the commitments we make so our interests never get in the way of yours.
Your choice, protected
Two keys. Always yours to hold separately.
Separate agreements
Where you live and who supports you are separate agreements, each explained in plain language before you sign.
Change either one
You can change your support provider without moving out, and move home without losing your support team.
No strings attached
Where you live never depends on using our support, and your support never depends on where you live.
Your rights
Your rights under the NDIS, in plain words
These rights come from the NDIS itself, not from us. They apply whoever your provider is.
Choice and control
You decide what support you want, who provides it, and how and when it happens. Your plan is about your goals, not a provider’s timetable.
Choose and change providers
You can choose any provider that offers the support you need, and change provider if it is not working. You do not have to give a reason.
Dignity of risk
You have the right to try new things and take reasonable risks, like anyone else. Our job is to help you do it safely, not to stop you.
Privacy
Your information is yours. You decide who it is shared with, and you can change your mind.
Supported decision-making
You are supported to make your own decisions, with the people you choose. Information is given in a way that works for you, and the decision stays yours.
To be heard
You can complain about any provider, including us, without it changing how you are treated. You can go straight to the NDIS Quality and Safeguards Commission.
Changing provider
How to change provider
Changing provider is normal, and it should be simple. Here is how it works with us, and it is a good guide for any provider.
Step 1: Read your notice terms
Your service agreement says how much notice to give. If it is unclear, ask us or your support coordinator.
Step 2: Tell us
In any way that suits you, or through someone you trust. You do not have to give a reason.
Step 3: Choose who is next
Take your time to find a provider that fits. Your support coordinator, if you have one, can help.
Step 4: We help with the handover
With your consent, we share what your new provider needs to know, so the change is smooth.
Home and support
Why your housing and support are separate
Supported Independent Living (SIL) is paid support with daily life in your home. It is not housing. SIL never pays for rent, food or bills.
Your home is a separate arrangement. It might be a rental, a family home, or Specialist Disability Accommodation (SDA), which is housing built for people with very high support needs and funded separately.
The SIL Practice Standards say your tenancy and your support must be covered by separate agreements, and your tenancy cannot depend on using a particular support provider. That way, you can change your SIL provider without losing your home, and move home without losing the support team you like.
Your home
A lease or tenancy agreement with whoever provides your home.
Your support
A service agreement with the provider you choose for support.
Our commitments
The principles we follow
These are the commitments we make about choice, referrals and conflicts of interest. Hold us to them.
Your home never depends on our support
Where you live is never conditional on using Manora Care, and your support is never conditional on where you live.
You can choose any support provider
Including someone other than us, and including leaving us. We will help with the handover if you want us to.
Referrals on fit and funding only
When we suggest or accept a referral, it is because the support fits what you want and what your plan funds. Nothing else.
No gifts or inducements
We do not give or accept gifts, payments or favours in return for referrals.
We tell you about connections
If we have a connection with another organisation involved in your support or housing, we tell you plainly, so you can decide with the full picture.
We say when someone else fits better
If another provider would suit you better, we will say so, even if it means you do not choose us.
No pressure, ever
You have time to think, to ask others, and to say no. A decision made under pressure is not a real choice.
Someone on your side
Independent advocacy
An independent disability advocate is someone who works for you, not for a provider or the NDIA. They can help you understand your rights, speak up about a problem, prepare for a plan review, or make a complaint.
The Australian Government funds disability advocacy through the National Disability Advocacy Program. To find an advocate near you, search online for the Disability Advocacy Finder.
Other places to go
- The NDIS Quality and Safeguards Commission: 1800 035 544 (TTY 133 677)
- An interpreter through TIS National: 131 450
- Our complaints and feedback page
- Our standards, explained in plain words
- Easy Read guides, with short sentences and pictures
Questions
Questions about choice
Can I change my SIL provider without moving out?
Yes. Your home and your support are separate arrangements. Changing your Supported Independent Living provider does not mean you have to leave your home.
Do I have to tell you why I want to leave?
No. We would welcome feedback, because it helps us improve, but you never have to give a reason.
How much notice do I need to give?
It depends on your service agreement, which sets out the notice period. If you are unsure, ask us and we will explain it.
What is an independent advocate?
Someone who is on your side and independent of your providers and the NDIA. They can help you understand your rights, speak up, and make decisions. Search online for the Disability Advocacy Finder to find one near you.
What if I think a provider has a conflict of interest?
Ask them about it directly. If you are not happy with the answer, you can contact the NDIS Quality and Safeguards Commission on 1800 035 544.
Let’s talk about the support you want.
Tell us a little about you or the person you support. We reply promptly, and there is no cost or commitment to talk.