We log every material update to the pack so you can see what changed, when, and why. Each download is generated live from the current template, so a paid user always gets the latest version just by logging back in and re-downloading. We log substantive changes (statutory updates, new documents, content rewrites). Typo fixes and formatting changes are kept out of the log so what you see here is signal, not noise.
10 Jun 2026
Clearer fill-in prompts across the pack
An independent review of the whole pack looked at one thing: does each document prompt you clearly enough to make it your own? It found places where a document still read as a generic template - it described good practice, but did not actually ask you to write down how your business does it. That gap is what an auditor notices, because they check that your documents match how you really run the service, not just that you hold a policy. In response, the red fill-in prompts were added or strengthened across every document so each one asks for the specific decisions that matter: what supports you do and do not provide, where records are kept and who reviews them, who is responsible and how often things happen, and - for higher-risk areas like medication, mealtimes, restrictive practices, handling participant money and lone working - a clear statement of whether that support is in scope at all, with instructions to remove the sections that do not apply to you. Completing these prompts is what turns the pack from a set of templates into evidence of how your own service actually operates.
Documents updated
Emergency & Business Continuity Plan
NDIS Code of Conduct & Worker Code of Conduct
Communication & Information Accessibility Policy
Complaint Letter Templates (acknowledgement + outcome)
Added a stakeholder feedback survey to sit alongside the participant one. It seeks feedback from the people and organisations you work alongside - support coordinators, other providers, allied health, plan managers, families and carers, advocates and mainstream/health services - framed around the working relationship (communication, reliability, collaboration, professionalism, quality, handling of issues, and whether they would keep referring to you). Like the participant survey it can be anonymous and includes an office-use record that links to the Continuous Improvement register. The Continuous Improvement standard expects feedback from a range of sources, not only participants, so the two surveys together cover that.
Documents updated
Stakeholder Feedback Survey
6 Jun 2026
New document: Participant Feedback Survey
Added a short, plain-language participant feedback survey you can send participants (a yearly survey is typical, plus after a big change in their supports). It is written to be easy and accessible to answer - a simple set of rating statements about safety, respect, choice, reliability, communication and overall satisfaction, plus a few open questions - and it makes clear that answering is voluntary, can be anonymous, and will not affect their supports. It includes an office-use record at the end so what you hear links straight to your Continuous Improvement register. Seeking and acting on participant feedback is the evidence auditors look for under the Continuous Improvement and Feedback & Complaints standards.
Documents updated
Participant Feedback Survey
6 Jun 2026
New document: Worker Induction
Added a ready-to-run Worker Induction to the pack. It is written as an induction session you walk a new worker through (about an hour to 90 minutes), with a branded cover page, a short "who we are and what we do" section, and every standard a new NDIS worker needs before they start: the Code of Conduct, keeping participants safe, incidents and reportable incidents, complaints, privacy, work health and safety, supporting people well, specialised supports, and a signed acknowledgement for the worker’s file. The parts that vary by provider - your establishment date, the supports you deliver, your service area, and whether you provide medication, mealtime or restrictive-practice supports - are highlighted for you to complete.
Documents updated
Worker Induction (presentation)
6 Jun 2026
Independent expert review actioned across the pack
A second independent review of every document was run and its findings actioned. Accuracy corrections: the NDIS Code of Conduct is now shown as eight elements including the fair-pricing obligation (not charging higher prices for the supply of goods to NDIS participants without reasonable justification), reflected in the Code, participant handbook and service agreement; incident documents now state the detailed report is due within 5 business days of becoming aware of the incident (not from the initial 24-hour notification); the records policy now states ATO records are kept at least 5 years, with Fair Work employee records and company records kept 7 years; the financial policy separates NDIS revenue for delivered supports from participant money held on a person's behalf; and the employment agreements reflect the SCHADS sleepover change effective 1 June 2026. Stronger evidence and procedures: an incident and complaint triage step; expanded incident, complaints, risk, conflict of interest and restrictive practices registers (becoming-aware and notification dates, triage, residual rating, authorisation and review fields); medication, mealtime and restrictive practices controls for scope, plan currency and authorisation, each still requiring sign-off by a suitably qualified clinician; granular tick-box consent with representative-authority type; tighter participant-file risk screens; worker screening verified before risk-assessed work and a role-based training and competency matrix; and clearer service-agreement price, cancellation and private-pay terms. A second review pass was then actioned: a Risk-Assessed Role Register and a Worker Screening Register were added to the staff record checklist, with key personnel requiring an NDIS Worker Screening Clearance (a police check is not a substitute); the SCHADS sleepover minimum-work rule (at least 4 hours rostered or paid before or after a sleepover) and remote-work minimum-payment references were added to the employment agreements; the Casual Employment Information Statement reissue schedule was completed; a Payday Super note (from 1 July 2026) was added to the financial policy; the restrictive practices policy now states the implementing-provider behaviour-support-plan timeframes (interim within 1 month, comprehensive within 6 months); a high-intensity supports scope statement was added (a separate HIDPA clinical governance and competency framework is required if those supports are delivered, otherwise the provider records that they are not); reportable-incident wording was broadened to a participant or other person with disability; and the service-agreement pricing-update clause was softened to reflect that the NDIA can update prices outside the annual cycle. A third, smaller pass added a clause prohibiting participant data or images being entered into unauthorised AI/chatbot, editing or transcription tools (confidentiality agreement and social media policy), a breach-triage table on the Code of Conduct, an annual conflict-of-interest declaration for key personnel and risk-assessed roles, and a driver-and-vehicle register on the transport policy. Clinical evidence frameworks (high-intensity supports, behaviour support, medication and mealtime charts) are intentionally left for a suitably qualified clinician or consultant to prepare, because they require participant-specific clinical input and competency evidence that general templates should not stand in for.
Documents updated
NDIS Code of Conduct & Worker Code of Conduct
Participant Handbook / Welcome Pack
Participant Service Agreement (template)
Financial Management Policy
Records & Information Management Policy
Incident Management Policy & Procedure
Incident Register
Incident Report Form
Complaints & Feedback Management Policy
Complaints & Feedback Register
Complaint Letter Templates (acknowledgement + outcome)
Employment agreements rebuilt as Support Worker (SCHADS) contracts
The three employment agreements were retitled Support Worker Employment Agreement (Casual / Part-Time / Full-Time) and rewritten around the Social, Community, Home Care and Disability Services Industry Award (SCHADS), with a note that they are for SCHADS-covered support workers, not allied health practitioners or contractors. Added classification guidance (the Home Care vs Social and Community Services Disability stream, level and pay point), minimum engagement, broken shifts, the sleepover allowance, travel time and the per-kilometre vehicle allowance, on-call and recall, the 10-hour break, and penalties and overtime. The part-time template now includes the written guaranteed hours, days and start/finish times the SCHADS Award requires, and the overtime triggers. Added the client-cancellation and make-up-time rule for full-time and part-time workers, with a note that this pay obligation does not always line up with what can be claimed from the NDIS. Updated for the 2024 casual definition, the Employee Choice pathway and the Casual Employment Information Statement, and added the right to disconnect. The sleepover provisions reflect the current SCHADS rules: a sleepover with rostered work before and after the sleep period is one continuous shift of up to 12 ordinary hours (maximum 8 either side) with a 4-hour minimum of work, the sleepover does not count as the 10-hour break, overtime on a sleepover shift applies beyond 12 hours where a 12-hour sleepover shift is agreed (otherwise beyond 10 hours), and the work before and after the sleepover is assessed separately for shift allowances; for full-time workers, overtime is calculated per day or per shift, including across two calendar days.
Documents updated
Casual Employment Agreement (template)
Part-Time Employment Agreement (template)
Full-Time Employment Agreement (template)
6 Jun 2026
Service Agreement updated with GST, claiming and plan-change clauses
Added a GST-free declaration referencing the NDIS supports GST determination. Added how supports are paid and claimed by plan-management type (NDIA-managed, plan-managed, self-managed), including authority to claim against the plan. Added what happens if plan funding runs out or the plan is suspended, replaced or ends. Set out the short-notice cancellation rule and a written record that it was explained to the participant and agreed. Added a record of how the agreement was explained and whether a support person was present, a representative authority line, and version control.
Documents updated
Participant Service Agreement (template)
6 Jun 2026
Pack-wide review: policies, registers and participant-file templates updated
A document-by-document review across the pack. Governance: added insurance including workers compensation, a yearly self-assessment against the Practice Standards, and cross-references to the connected policies. Risk Management: added an individual participant risk assessment at intake and a dignity of risk section. Privacy: added third-party and cloud processor clauses, a cross-border (APP 8) clause, and provision in accessible formats. Records: corrected the Act name to the Taxation Administration Act 1953 and added what happens to records if the business closes. WHS work is covered through Infection Control: added sharps and clinical waste handling and notifying public health of notifiable conditions. Conflict of Interest Register and policy: written disclosure to the participant for support coordination and plan management providers. Code of Conduct: the seven elements set out in full, with signing recorded on file and re-acknowledged. Communication: supported decision-making and culturally safe communication for First Nations and CALD participants. Transitions: business-closure notification to the NDIS Commission and no gap in supports. Transport: behaviour and any restraint during transport managed under the behaviour support plan, and child and specialised restraints. Medication, mealtime, restrictive practices and money and property: the six rights of medication and chart reconciliation, an IDDSI level check and an annual mealtime competency check, the unauthorised restrictive practice timeframes, and spot-checks of money records, each now marked as needing sign-off by a suitably qualified person. Participant documents: freedom of expression and relationships, conflict of interest and advocacy information at intake, clearer consent records, and a 21-day complaint resolution timeframe stated consistently. File templates: a residual rating column on the risk assessment, a goal column and a worked example on the progress notes, a measurable goals table on the support plan, and a consent record on the intake form. HR documents: screening verified before starting and removal from risk-assessed roles if a clearance is suspended, a role-based training matrix, recognising and reporting abuse and neglect, and a conflict of interest declaration at onboarding. Registers: reference numbers, severity, the 24-hour and 5-business-day fields and a preventive-action column on the incident register, acknowledgement and escalation columns on the complaints register, a residual rating and status on the risk register, and authorisation, behaviour-support-plan and review columns on the restrictive practices register.
Complaint Letter Templates (acknowledgement + outcome)
3 Jun 2026
Three universal documents added - Financial Management Policy, worker Confidentiality & Privacy Agreement, Offer of Employment Letter
Closing the last universal gaps without adding bulk. The Financial Management Policy completes the Governance standards (sound financial management so participants keep accessing supports). The worker-signed Confidentiality & Privacy Agreement backs the Privacy & Confidentiality Policy with an undertaking each worker signs. The Offer of Employment Letter precedes the Employment Agreement and makes every offer conditional on NDIS Worker Screening, references and right to work - the audit-safe way to recruit. The Confidentiality Agreement, Code of Conduct and role description can also be generated per worker from the CRM.
Pack expanded to 51 documents - participant-file templates and two registers added
A certification auditor samples participant files, so we added the templates behind them: an Intake & Assessment Form, a per-participant Risk Assessment, a Support Plan, a Progress Notes template with guidance, and an Individual Emergency Plan (developed with the participant). Plus two evidence registers: a Conflict of Interest Register and a Restrictive Practices Register (for providers who use restrictive practices). These are the artefacts that show the standards are met in practice, not just on paper.
Documents updated
Participant Intake & Assessment Form
Participant Risk Assessment
Participant Support Plan (template)
Progress Notes (template + guidance)
Individual Emergency Plan
Conflict of Interest Register
Restrictive Practices Register
2 Jun 2026
Strengthened existing policies for the certification pathway
Targeted additions from the internal certification-pathway review. Governance: added Information Management and Human Resource Management sections, an insurance line, and cross-references to the connected policies. Incident Management: participants are involved in reviewing incidents that affect them, the system is available on request, and a step to consider police/other notifications. WHS: the statutory duty to report notifiable incidents to the work health and safety regulator, plus first-aid arrangements. Restrictive Practices: how emergency/unauthorised use to prevent imminent harm must be reported and trigger an urgent behaviour-support referral. Consent Form: media consent split into records vs promotion, a record of how consent was explained, and a review date. Conflict of Interest: written disclosure kept on file for coordination/plan-management providers. Data Breach Plan: cross-reference to the NDIS Commission / incident management where a participant is affected. Social Media: link to safeguarding/reportable incidents, and no participant images on personal devices. Supervision: clinical/competent-supervisor oversight for high-intensity supports. Complaints Register: reference number, acknowledgement date, and Commission-escalation columns.
Documents updated
Governance & Operational Management Policy
Incident Management Policy & Procedure
Work Health & Safety (WHS) Policy
Restrictive Practices Policy
Participant Consent Form
Conflict of Interest Policy
Data Breach Response Plan
Social Media & Online Conduct Policy
Worker Supervision Policy
Complaints & Feedback Register
2 Jun 2026
Auditor review: added an Incident Register and made priority compliance fixes
Following an internal review against the certification-pathway Practice Standards. Added an Incident Register (the pack had complaints and risk registers but not an incident one - needed to track and trend incidents, not just record them one-by-one). Privacy Policy: corrected the Notifiable Data Breaches wording - the 30-day period is the time to assess a suspected breach; an eligible breach is notified to the OAIC and affected individuals as soon as practicable, not within a fixed 30 days. Complaints Policy: added procedural fairness for the person a complaint is about, and made clear a person can contact the NDIS Commission at any stage. Medication Policy: added that a PRN psychotropic used to influence behaviour is a chemical restraint (a regulated restrictive practice) to be authorised in a behaviour support plan and reported accordingly. Participant Rights Policy: added the review clause, document-control table and sign-off block the other policies already had. Support Worker Position Description: corrected the description of the NDIS Workforce Capability Framework.
Documents updated
Incident Register
Privacy & Confidentiality Policy
Complaints & Feedback Management Policy
Medication Management Policy
Participant Rights, Dignity & Safeguarding Policy
Position Description: Support Worker
2 Jun 2026
Pack expanded from 36 to 43 documents - 7 new foundation policies added
Seven foundation documents added to close common gaps. Transport & Vehicle Policy (most support workers transport participants): licensing, registration, insurance, restraints, transfers and post-accident steps. Data Breach Response Plan: the contain/assess/notify/review steps under the Notifiable Data Breaches scheme, which applies to providers because they handle health information regardless of business size. Lone Worker Policy & Procedure: check-in and missed-check-in escalation for one-to-one work in homes and the community. Service Delivery & Support Planning Policy: person-centred planning, delivery and review (Provision of Supports), bridging the gap between intake and an ongoing service. Open Disclosure Procedure: open and honest communication with a participant after something goes wrong. Social Media & Online Conduct Policy: participant privacy, image consent and professional boundaries online. Training & Development Policy: induction (including the NDIS Worker Orientation Module), role-specific and mandatory training, and keeping worker competence current.
Documents updated
Transport & Vehicle Policy
Data Breach Response Plan
Lone Worker Policy & Procedure
Service Delivery & Support Planning Policy
Open Disclosure Procedure
Social Media & Online Conduct Policy
Training & Development Policy
31 May 2026
Service Agreement template upgraded to satisfy NDIS Practice Standard 4 in full
Added the explicit Practice Standard 4 elements an auditor expects but the previous template lacked: emergency and disaster arrangements, preferred communication method, participant goals, scope ("what we will not provide"), price-change clause (the NDIS PAPL is updated each July), dispute resolution step before NDIS Commission escalation, and a sharper GST clause.
Documents updated
Participant Service Agreement (template)
31 May 2026
Employment agreements updated for the 2024 Fair Work reforms
Added the Right to Disconnect clause to all 3 templates (Fair Work Act s 333M, in force 26 Aug 2024 for non-small business, 26 Aug 2025 for small business). The casual template: renamed "Casual conversion" to "Employee Choice (right to change from casual to permanent)" to match the post-26 Aug 2024 Closing Loopholes No. 2 terminology, and added a SCHADS 2-hour minimum engagement note. Part-time and full-time templates: added the NES termination notice schedule as a small table.
Documents updated
Casual Employment Agreement (template)
Part-Time Employment Agreement (template)
Full-Time Employment Agreement (template)
31 May 2026
Employee Onboarding Form: Fair Work s 125 acknowledgements added
Added Fair Work Information Statement (FWIS) and Casual Employment Information Statement (CEIS) receipt tick-boxes. Section 125 of the Fair Work Act requires every new employee to receive the FWIS, and every casual to receive the CEIS at commencement and again at 6 months (or 12 months for small business employers). Auditors and the Fair Work Ombudsman both look for this acknowledgement.
Documents updated
Employee Details & Onboarding Form
31 May 2026
Support Worker Position Description: NDIS Workforce Capability Framework reference added
Added a reference to the NDIS Workforce Capability Framework (workforcecapability.ndiscommission.gov.au), a free Commission-published tool that describes attitudes, skills and knowledge expected of NDIS workers at three levels (general, advanced, ancillary). Auditors view alignment with the Framework favourably.
Documents updated
Position Description: Support Worker
27 May 2026
Pack expanded from 26 to 36 documents to close common certification-pathway gaps
Audit-critical direct-care policies (medication, mealtime, restrictive practices, participant money and property) and process documents that auditors commonly cite as missing from starter packs (supervision, transitions, communication accessibility, participant handbook, quality improvement plan, complaint letter templates). Certification-pathway providers were materially under-served by the previous 26-document pack.
Documents updated
Medication Management Policy
Mealtime Management Policy
Restrictive Practices Policy
Participant Money & Property Policy
Worker Supervision Policy
Transitions Policy
Communication & Information Accessibility Policy
Participant Handbook / Welcome Pack
Quality Improvement Plan (annual)
Complaint Letter Templates (acknowledgement + outcome)
27 May 2026
Statutory accuracy sweep across the existing pack
Incident Management Policy: added the 24-hour exception for unauthorised restrictive practices that caused harm (previously the template treated all unauthorised use as the 5-business-day rule). WHS Policy: added the state-by-state Act references (model WHS Act 2011 covers NSW, Qld, SA, Tas, ACT, NT and the Commonwealth; WHS Act 2020 in WA; OHS Act 2004 in Vic). Privacy Policy: clarified APP entity status under Privacy Act s 6D(4)(b), named the relevant Australian Privacy Principles by number, and added the Notifiable Data Breaches scheme 30-day notification reference. Records Policy: pre-filled the retention schedule with defensible defaults instead of leaving the table blank.
Documents updated
Incident Management Policy & Procedure
Work Health & Safety (WHS) Policy
Privacy & Confidentiality Policy
Records & Information Management Policy
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