Policies & Procedures — 7Days Care WA

Purpose:
To describe the policies and operating procedures that govern how 7Days Care WA delivers NDIS-funded supports. These policies protect participant rights, keep people safe, ensure legal and regulatory compliance, and provide a clear, consistent approach to service delivery.

Scope:
Applies to all staff, contractors, volunteers, trainees and visitors involved with 7Days Care WA, and to the delivery of supports to NDIS participants across Western Australia.

Note: This page is an executive summary for website/public-facing use. Full, printable policies and step-by-step procedures are available on request (or downloadable from our provider portal).

Our legal & regulatory framework (what we follow)

We design and operate our policies to meet the NDIS Practice Standards and Quality Indicators as interpreted by the NDIS Quality & Safeguards Commission.
All workers and key personnel follow the NDIS Code of Conduct and related obligations.
We comply with national privacy law and the Australian Privacy Principles (Privacy Act 1988) when collecting, storing and sharing personal information.
Where relevant we meet Western Australia Work Health & Safety requirements and state child-safety checks (Working with Children Checks), and we require appropriate worker screening as set by the national NDIS worker-screening framework.

High-level commitments (our promise to participants)

Person-centred practice: supports are designed with the participant’s goals, preferences, culture and dignity at the centre.
Safety first: we actively manage risks, maintain incident systems, and report serious incidents to the NDIS Commission as required.
Respect & rights: participants retain choice, privacy and the right to be heard, including access to complaints and advocacy.
Skilled workforce: all staff complete required checks, induction training (including the NDIS Worker Orientation Module) and regular competency training.
Transparency & continuous improvement: we maintain records, perform audits, and update policies regularly.

Key policies

1. Rights, dignity & informed consent

Summary: Participants are given clear information about supports, risks and alternatives in language or modes they understand. We document informed consent and support decision-making with advocacy where requested. This aligns with the NDIS Practice Standards on rights and responsibilities.

2. Privacy, data protection & records

Summary: We collect only what is necessary, store securely, limit access by role, and retain records per legal/NDIS requirements. We follow the Australian Privacy Principles and the Notifiable Data Breaches obligations. Participants can request access or correction to their records.

3. Complaints & feedback management

Summary: We operate a clear, accessible complaints system (anonymous option available), acknowledge complaints promptly, investigate fairly, keep the complainant informed and escalate to the NDIS Commission if unresolved or if there is risk of harm. Registered providers must maintain complaints systems under NDIS rules.

How to lodge a complaint with 7Days Care WA: phone, email, online form or in person. If you prefer, you may contact the NDIS Commission directly (phone and online options).

4. Incident & reportable-incident management

Summary: We maintain an incident management system that captures all incidents and near misses, supports immediate safety actions, investigates root causes and implements corrective actions. Reportable incidents (death, serious injury, abuse, unlawful sexual/physical contact, sexual misconduct, or certain unauthorised restrictive practices) are notified to the NDIS Commission within statutory timeframes (24 hours for most serious incidents; five business days for unauthorised restrictive practices that did not cause harm) and followed up with a detailed 5-day submission and final report where required. Non-reportable incidents are managed internally.

Key timeframes (summary):

Death, serious injury, abuse, unlawful sexual/physical contact, sexual misconduct — notify within 24 hours.
Unauthorised restrictive practice (no immediate harm) — notify within 5 business days; if harm occurs, 24-hour rule applies.

5. Behaviour support & restrictive practices

Summary: We use restrictive practices only when authorised, documented in behaviour support plans, and as a last resort consistent with the Positive Behaviour Support approach. All restrictive-practice use is governed by NDIS rules and reporting requirements.

6. Workforce recruitment, checks & training

Summary: Recruitment includes police checks, verification of qualifications, NDIS worker screening (NWSD verification), and required state checks (e.g., Working with Children where applicable). All new workers complete a formal induction that includes the Worker Orientation Module – Quality, Safety and You and role-specific ongoing training.

7. Health, medication & clinical supports

Summary: Non-clinical supports are provided by trained staff under delegated, documented procedures. Clinical interventions (nursing, allied health) are delivered or supervised by qualified clinicians and only when listed in the participant’s plan and consented to. Medication administration policies include training, documentation, and escalation steps. (Clinical care is coordinated with health professionals and family/guardians as appropriate.)

8. Work Health & Safety and emergency management

Summary: We comply with WA WHS legislation, conduct workplace risk assessments, maintain PPE, provide first aid capability, and maintain emergency & disaster continuity plans to protect participants and staff.

9. Governance, audit & continuous improvement

Summary: Our governing body oversees policy compliance, risk, and quality. We conduct internal audits, incident trend analysis, participant satisfaction surveys, and update policies at least annually or as required by incidents, legislative change, or audit findings.

Procedures

A. If a participant is harmed or an incident occurs

Immediate safety: secure the person, provide first aid, call emergency services if needed.
Notify nominated family/nominee and internal manager.
Record the incident in our incident system (who, what, when, where, immediate action).
Determine whether the incident is reportable — if so, submit an Immediate Notification to the NDIS Commission within 24 hours (or 5 business days for certain unauthorised restrictive practices). Follow up with the 5-day form and, if required, a final report (typically within 60 business days unless extended).
Investigate, implement corrective actions, and communicate outcomes to the participant and relevant stakeholders.

B. Making a complaint to 7Days Care WA

Contact us (phone / email / online form). We acknowledge within our published timeframe
We investigate (interview, collect evidence), maintain confidentiality, and aim to resolve promptly.
You will be advised of outcomes and any corrective action. If unresolved, escalate to the NDIS Commission or an advocate.

C. Staff onboarding & screening

Candidate completes application and provides ID, qualifications, police history and referee details.
7Days Care WA verifies NDIS worker screening status via the national worker screening database and requests WWC or equivalent checks where required.
Induction includes policy briefings, mandatory training (including Worker Orientation Module), role-specific competency checks and supervised shifts.

Accessibility, cultural safety & inclusion

We ensure communication in accessible formats (plain-English, Easy Read, Auslan, translated materials) and embed cultural safety practices for Aboriginal and Torres Strait Islander people, culturally and linguistically diverse participants, and LGBTQIA+ participants. Participants are supported to bring nominated supports or advocates to meetings.

Policy review, version control & transparency

Policies are reviewed at least annually or after any major incident, regulatory change, or audit finding.
A named senior officer (Key Personnel) maintains version control, publishes the approved policy version, and ensures staff are trained on updates.

Why this matters

The NDIS Practice Standards and Code of Conduct require providers to operate robust governance, incident and complaints systems and to place participants’ rights at the centre. Non-compliance can result in enforcement action by the NDIS Commission.
Prompt incident reporting and transparent complaints handling protect participants, improve safety, and support quality service delivery. Recent enforcement examples show regulators take reporting obligations seriously.