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.
4 Sep 2026
New document - Independent Contractor Agreement (Allied Health Practitioner)
A companion to the support-worker contractor agreement, purpose-built for engaging a genuinely independent allied health practitioner - occupational therapist, physiotherapist, speech pathologist, psychologist, dietitian, exercise physiologist or podiatrist - and drafted with, then revised against, an external legal review. It names the exact credential for each profession (AHPRA registration for OT, physiotherapy, psychology and podiatry; CPSP status for speech pathology; APD status for dietetics; AEP accreditation for exercise physiology) rather than generic professional membership, and deliberately covers no other professions, whose credentialing differs. The clinical layers are what set it apart: the Provider cannot direct a clinical finding, opinion or recommendation, and cannot alter the clinical content of a report without the practitioner's written approval; a report-use licence lets the Provider send reports to the NDIA, auditors and others for their intended purpose while the practitioner keeps their pre-existing tools; records provisions respect both parties' independent retention obligations, with corrections preserving an audit trail; and mandatory-notification duties are preserved for BOTH parties - the National Law can place notification obligations on an entity engaging an AHPRA practitioner under a contract for services, not just on the practitioner. Substitution by another practitioner is kept separate from therapy-assistant delegation, which is an optional, Schedule-gated clinical arrangement rather than an employment-status device. Child-related screening is expressed jurisdictionally (Working with Children Check, Blue Card, Working with Vulnerable People registration, as applicable), professional indemnity is a contractual requirement with editable amounts, superannuation required by law is paid by the Provider with no contract-out anywhere, and governing law is a Schedule choice so telehealth and multi-state practice stay clean. Works for registered and unregistered providers. The pack is now 73 documents.
Documents updated
Independent Contractor Agreement - Allied Health Practitioner (template)
4 Sep 2026
New document - Independent Contractor Agreement (Disability Support Worker); service agreement gains a who-may-provide-your-supports section
Providers kept asking how the pack handles contractors, so the pack now includes a purpose-built Independent Contractor Agreement for the arrangement small providers actually use: an ABN sole-trader disability support worker personally delivering ordinary supports. It was drafted alongside, and revised against, an external legal review, and it is deliberately careful where contractor templates usually are not. It is written for providers who have already determined they are engaging a genuine independent contractor - the opening guidance sets out the Fair Work whole-of-relationship considerations in plain language and says directly that the agreement cannot make someone a contractor. The superannuation clause states that super required by law is paid by the provider, with a prominent explanation of the section 12(3) rule under which an individual contractor paid principally for their labour can attract super even when genuinely a contractor - there is intentionally no "contractor pays their own super" option anywhere, because that obligation cannot be contracted out of. Worker screening is handled for registered and unregistered providers separately, matching the Commission's different requirements for each. Substitution is a conditional, participant-preference-aware right; the solicitation restraint is narrow (three months, active solicitation only, with participant choice and control expressly carved out); incident reporting feeds the provider's own Commission clocks; and the responsibility clause states the registered-provider position plainly - supports delivered under a registration remain the registered provider's responsibility to the NDIS Commission. It is not designed for allied health practitioners, nurses, labour-hire or workforce-supplying companies, and says so. The Participant Service Agreement gained a matching "Who may provide your supports" section: workers may be employees or approved contractors, every worker meets the screening and competency requirements that apply and follows the NDIS Code of Conduct, participant preferences are respected, and using a contractor changes neither the provider's responsibilities nor the agreed prices. The pack is now 72 documents.
Documents updated
Independent Contractor Agreement - Disability Support Worker (template)
Participant Service Agreement (template)
3 Sep 2026
Wording and detail refinements across four documents - cancellation clause, risk thresholds, worker screening register, provider-choice wording
Following an external document review conducted from a certification auditor's perspective, four documents were refined so their wording tracks the source rules even more closely. The Service Agreement's cancellation clause now expresses the worker-payment condition the way the NDIS claiming rules frame it - by provider structure (providers other than sole traders and partnerships must be required to pay the relevant worker for the cancelled time); the participant payment responsibility was reworded around paying valid invoices and providing the plan-management information needed for claiming; and the emergency clause now commits to reasonable efforts to contact the participant, which is the realistic standard in a genuine disaster. The Risk Management Policy's Extreme-risk threshold was strengthened and simplified: an Extreme risk now pauses the affected activity until it has been reduced to a level the provider can safely manage within its scope, keeping the policy's position consistent throughout. The HR policy's risk-assessed-role register description was expanded to spell out the full record set in the NDIS Worker Screening Rules - the role-assessment details (why the role qualifies, when assessed and by whom) and, per worker, name, date of birth and address, clearance status changes, and any misconduct allegation with the action taken, retained for the period the Rules require. And the Conflict of Interest Policy's provider-choice reminder now references the service agreement's notice terms, matching the NDIA's own guidance to participants on changing providers.
An external review of participant-facing welcome material prompted five small refinements, applied without adding length. The external-complaints list now says plainly that a complaint to the NDIS Quality and Safeguards Commission can be made at any time and anonymously - exactly the kind of participant right worth stating outright - and adds the Disability Gateway (1800 643 787) as a national contact for finding an independent disability advocate, so the participant has a working referral even before the provider fills in their local state advocacy service. The privacy clause now uses the Practice Standards' required-or-authorised phrasing for lawful disclosure, and invites the participant to ask for the Privacy and Confidentiality Policy at any time. "Our workers follow the NDIS Code of Conduct" became "must follow", stating the obligation itself. And the changing-provider paragraph now points to the Service Agreement for any notice, in line with the NDIA's guidance to participants on changing providers. The review otherwise confirmed the handbook as-is: rights (including freedom from violence), complaints, incidents, privacy, interpreters and accessible formats are covered at the right depth for a participant document, and no audit-style detail was added.
Documents updated
Participant Handbook / Welcome Pack
3 Sep 2026
Service Agreement refinements - cancellation claim conditions spelled out, 2026-27 pricing document names, complaints and incident wording
An external legal and compliance review of Bluetail's free allied-health service agreement templates prompted the same polish on the pack's Participant Service Agreement, and three refinements were applied. The cancellation clause now spells out the NDIS claim preconditions in plain language - a short-notice cancellation is claimed only where the provider could not reasonably fill the time with other billable work and the applicable worker-payment condition is met - and notes the provider may waive or reduce a charge; the fill-in note also names the current benchmark (less than 7 days' notice for most support-work items). References to the "NDIS Pricing Arrangements and Price Limits" were updated for the 2026-27 document split: prices now point to the NDIS Pricing Schedule and claiming conduct to the NDIS claiming rules, so the agreement names the documents a provider will actually find. The complaints clause was sharpened into a precise non-retaliation commitment, and now also tells the participant plainly what happens if an incident occurs, pointing to the Incident Management Policy. The review confirmed the agreement's existing strengths unchanged: price rises require the participant's agreement before they apply, the GST clause satisfies the section 38-38 written-agreement test, and no unfunded support can be billed without a separate signed private-pay consent.
Documents updated
Participant Service Agreement (template)
28 Aug 2026
Participant file consolidated - six required participant documents become four, with no content lost
Six separate per-participant forms was a real admin burden for sole traders and small teams, and several collected the same information more than once. The participant file is now four documents, restructured so every Core Module requirement stays easy for an auditor to find. The Participant Intake & Assessment Form was absorbed into the Support Plan, which now opens with the intake content - NDIS plan and service context, decision-making and participation, an expanded About me (culture, religion, diet and identity included), communication and interpreter needs, health and support needs, and the people involved in the participant's life - and closes with an assessment-and-review record so the initial needs assessment remains evidenced. The Participant Risk Assessment and the Individual Emergency Plan were merged into a new Participant Risk & Emergency Plan: one working safety document carrying the pre-start safety checks for higher-risk supports (moved from the intake form, with the rule stated plainly that "not in place" is not clearance to proceed), the full risk table with likelihood, consequence, controls and residual ratings, dignity of risk, the emergency response profile, scenario-specific emergency instructions as a structured table, key contacts, and continuity of critical supports - with one merged review-trigger list instead of two separate review regimes. Duplicated data entry was removed throughout: representative authority detail lives once on the Consent Form, participant contact details live once on the participant record, and the emergency plan's separate information-sharing consent was replaced with a statement that sharing follows the participant's current Consent Form and applicable law. The Service Agreement no longer carries an editable goals section - supports are delivered in accordance with the current Support Plan, so changing goals no longer means re-signing the agreement - and its emergency clause now states the contractual continuity commitment while pointing to the working plans for participant-specific detail. The Support Plan and the Risk & Emergency Plan now take optional signatures with a recorded acknowledgement method, so a minor update to a working document no longer demands a fresh signature, while participant involvement remains evidenced; the Service Agreement and Consent Form remain signed documents. Completed copies of the three retired forms remain valid evidence - in the Bluetail CRM they stay on the participant's file, count toward the new combined requirement, and are superseded naturally at the next review.
Documents updated
Participant Support Plan (template)
Participant Risk & Emergency Plan
Participant Service Agreement (template)
Participant Consent Form
14 Aug 2026
Pack expanded from 71 to 73 documents - the 0107 lives-alone / sole-worker safeguarding plan and a transport claiming decision guide
An external review of the pack against the seven standard support-work registration groups (0106, 0107, 0108, 0116, 0117, 0120, 0125) identified two high-value additions, and both documents were drafted, externally reviewed against the Commission's and NDIA's current material, and revised before release. The 0107 Lives Alone / Sole Worker Safeguarding Assessment & Monitoring Plan covers the NDIS Commission's additional registration conditions on providers of registration group 0107: where a participant who lives alone receives personal support from a sole worker, the provider must assess defined risk factors before allowing the arrangement, give the participant a copy of the assessment and keep it on file, hold a service agreement specifying six safeguards (including satisfaction checks by someone other than the worker, supervisor home visits as far as practicable, and direct face-to-face communication with the participant), run a documented supervision and key-personnel reporting plan where any risk factor exists, and keep an up-to-date register of affected participants - a condition a generic policy pack can miss entirely, tracked clause-by-clause from the Commission's published condition. The review's refinements were applied: the trigger uses the Commission's exact "same worker always provides" test (with broader use flagged only as optional good practice), the service-agreement safeguards apply even where no risk factor is found, the proposed-agreement pathway carries its own reasonable-efforts evidence fields, the 30-day transitional window is tied to the date the condition is imposed, and ceased arrangements stay on the register as history. The Transport Claiming Decision Guide separates the three transport concepts providers routinely confuse - transport as the support itself (0108), provider travel, and activity-based transport - with a decision tree whose every branch ends in the same gate: check the participant's plan, funding arrangement and the NDIA's current Pricing Schedule and Support Catalogue before claiming. On review advice it contains no rates, no travel-time formulas and no assumption that any journey is automatically claimable, and it presents written charging agreements as a strong control while warning against gap fees or charges outside the applicable rules. The CRM gained a matching trigger: lives-alone and sole-worker flags on the participant profile that, when both set, surface the 0107 condition warning and a dedicated safeguarding-assessment document slot.
Documents updated
0107 Lives Alone / Sole Worker Safeguarding Assessment & Monitoring Plan
An external review of the pack against the seven standard support-work registration groups (0106, 0107, 0108, 0116, 0117, 0120, 0125) confirmed the document architecture is complete for a Core Module certification audit, and produced two refinements. The Progress Notes guidance now includes a short structure for capacity-building supports (such as development of daily living and life skills, group 0117): starting point, the skill worked on and its goal, the level of prompting or assistance, the participant's response and change since last session, and the next step - so that a run of notes shows capacity actually being built, which is the evidence auditors sample for capacity-building groups. The same section says plainly that community-participation notes should not be forced into skill-development language: increased participation, connection, confidence and choice are the outcome for those supports. Separately, the pack's scope statement now says expressly that the NDIA-facing support coordination operational reports (request-for-service responses, implementation, progress, reassessment and handover reports) are not part of the pack, with a pointer to the NDIA's reporting guidance - the pack's Support Coordination Service Agreement covers the participant-facing agreement, and the operational reporting expectations sit with the NDIA, not the Practice Standards.
A line-by-line review of the reportable-incidents section against the NDIS (Incident Management and Reportable Incidents) Rules 2018 and the Commission's current reportable-incidents guidance produced four refinements. The reporting timeframes now use the Commission's own form names - the Immediate Notification Form within 24 hours and the 5 Day Form within 5 business days - and state plainly that for an unauthorised restrictive practice that has not resulted in harm, the 5 Day Form is the only initial notification required. The restrictive-practice 24-hour trigger now uses the Commission's exact wording, "resulted in harm" - the broader and safer test, because a provider should not delay a 24-hour report while debating whether the practice legally caused the harm. The Commission's power to require a final report within 60 business days after the 5 Day Form (or a longer specified period) is now stated. The policy also gained an express procedural-fairness commitment for anyone whose conduct is investigated - told the substance of the allegation, a reasonable opportunity to respond before findings, impartial consideration, and conflict-of-interest management - which the Rules require of an incident management system, now stated expressly. Finally, the review step now covers the Rules' full assessment set: whether the incident could have been prevented, how well it was managed and resolved, what remedial action is needed, and the views of the person with disability affected. The same restrictive-practice trigger wording appears in the Restrictive Practices Policy, the Restrictive Practices Register, the Incident Report Form and the Key Personnel Competency Matrix, and all four were updated together so every document in the pack states the test identically.
Documents updated
Incident Management Policy & Procedure
Incident Report Form
Restrictive Practices Policy
Restrictive Practices Register
Key Personnel & Governing Body Competency Matrix
3 Aug 2026
Pack expanded from 65 to 71 documents - six additions from an external audit-readiness review
The whole pack and CRM were put through an external audit-readiness review conducted from a certification lead-auditor's perspective, and six high-value additions were identified and built - each then revised again after a second legal and safety review before release. Waste, Infectious Material & Hazardous Substances Policy & Procedure: the Management of Waste standard is a named Core Module area and now has its own dedicated document. Written for in-home and community work, it distinguishes ordinary hygiene waste from clinical waste, requires the provider to record their own state, council and disposal arrangements rather than pretending one national rule exists, bans transporting participant waste offsite without a documented arrangement, and carries the spill, sharps-injury and chemical-exposure response - with the safety review's refinements baked in, including that a discarded sharp is never picked up by hand, gloved or not. Strategic & Business Plan: auditors ask even sole traders how they plan scope, viability, workforce and growth; this is a proportionate fill-in plan that also evidences how participants and workers shaped it. Key Personnel & Governing Body Competency Matrix: the governance standard expects providers to identify the skills their key personnel need and close the gaps - the matrix covers the full obligation set from safeguarding and reportable incidents to employment obligations and financial governance, cross-checked against the key personnel named in the provider's Commission registration. Worker Induction Checklist & Sign-off: the checklist adds the completion evidence that sits behind the induction presentation, recording pre-start checks - keeping the NDIS Worker Screening Check and a Working with Children Check clearly separate, because one is not a substitute for the other - every topic covered, an understanding check with the worker's actual answers recorded, participant-specific briefings, and a graded approval to commence. Participant Money & Property Transaction Register: the register gives the Participant Money & Property Policy its matching recording tool - per-shift reconciliation with the participant, receipts, custody handovers, an oversight reconciliation, and precise incident wording: an unexplained discrepancy is escalated and assessed as an incident, and reported to the Commission where it meets a reportable category. Speaking Up - A Participant Guide to Incidents & Complaints: the incident-management standard requires each participant to be given information about how incidents involving them are managed, and the Complaints Rules require an accessible, anonymous-capable complaints pathway; this plain-language guide covers both, names the reportable-incident categories honestly, positions 000 as the emergency number rather than the routine answer to any suspected crime, and updates the advocacy referral to the current Disability Advocacy Finder on Ask Izzy and the Disability Gateway (1800 643 787) after the old government finder address stopped working.
Documents updated
Waste, Infectious Material & Hazardous Substances Policy & Procedure
Strategic & Business Plan
Key Personnel & Governing Body Competency Matrix
Worker Induction Checklist & Sign-off
Participant Money & Property Transaction Register
Speaking Up - A Participant Guide to Incidents & Complaints
2 Aug 2026
Registers rebuilt as index + entry-record layers for real writing room, plus a High Intensity scope clarification in the Mealtime Management Policy
The five wide registers in the pack - incident, complaints, restrictive practices, risk and conflict of interest - had grown to carry a lot of columns as review passes added fields; the Incident Register held 22, which on a landscape A4 page leaves each column about 11mm wide. Each register now works the way the Incident Register and its Incident Report Form always have, as two layers. The first page is an INDEX - one line per entry, holding only what you scan and reconcile: the reference number, the date, who, a one-line summary, the rating or triage flag, and the status. Behind it sits an ENTRY RECORD - a full page of labelled prompts with real writing room, printed once per entry and carrying the same reference number, so a complaint's investigation or a restrictive-practice use's trigger, strategies-tried and participant-response each get as much space as they need instead of a 15mm column. Nothing was dropped in the restructure; every question the old grids crammed into columns now has its own labelled space, and the registers gained the follow-up prompts the CRM already asked for (control effectiveness on risks, alternatives offered on conflicts). Every table in the pack also now sets explicit column widths so it prints the same on a phone as on a desktop, and the Internal Audit Schedule's corrective-action log columns were rebalanced so the table sits cleanly inside the page margin. Separately, the Mealtime Management Policy's opening scope note was aligned with the detail further down the policy: it is severe dysphagia management that is a High Intensity Daily Personal Activity, and the note now says so consistently. Milder swallowing difficulty is still governed by the participant's clinician-developed mealtime plan and still requires a worker assessed as competent in that plan, and the note now says so.
Documents updated
Incident Register
Complaints & Feedback Register
Restrictive Practices Register
Risk Register
Conflict of Interest, Gifts and Benefits Register
Internal Audit Schedule & Checklists
Mealtime Management Policy
1 Aug 2026
New document: Medication Administration Record (MAR), plus Code of Conduct and Supported Independent Living scope updates
Three changes from an auditor-perspective review of the whole pack. First, a new Medication Administration Record (MAR). The Medication Management Policy tells you to record every dose, and the MAR is now the matching record to do it on. The Core Module's "Management of medication" indicator expects evidence that each dose was given, withheld, refused or varied, and this is the sheet an auditor asks to see. It covers participant and prescriber details (with an allergies line that must never be left blank), the current medication list, the recording codes, a weekly signing grid, PRN (as-needed) medications, refusals, errors and near misses, and a worker signature register. The administration record is a proper weekly GRID - medications down the side, Monday to Sunday across the top, initial the cell as the dose is given - so you print one page per participant per week rather than filling a running log. The PRN section carries the prescribing instructions (what it is for, the minimum gap between doses, the maximum in 24 hours) next to the doses given, so a worker can count what has already been given before giving another, and it flags that a PRN used to manage behaviour rather than a physical symptom is chemical restraint and needs an authorised behaviour support plan. It is landscape so the signing grid is usable, and it is flagged high-risk: have a registered nurse or pharmacist check it against the medications and routes your workers actually support, and make sure each worker is assessed as competent for that participant before they sign it. Second, the NDIS Code of Conduct: the pack document itself sets out all eight elements in full, including the fair-pricing obligation that took effect 19 December 2023; the pack index description was updated to match, and the eighth element has been written out in full in the reference material behind the Bluetail assistant so it answers with the complete set too. Third, Supported Independent Living: SIL gained its own supplementary Practice Standards module on 1 July 2026, alongside mandatory registration for SIL providers. The registration group picker now flags the SIL module when you select group 0115, and the supplementary-module scope note lists it, so a SIL provider is told up front that the Core Module pack alone does not cover them.
Documents updated
Medication Administration Record (MAR)
NDIS Code of Conduct & Worker Code of Conduct
30 Jul 2026
Privacy and Confidentiality Policy substantially strengthened after an independent legal-accuracy review
The Privacy and Confidentiality Policy was reviewed line-by-line against the Privacy Act 1988, the Australian Privacy Principles and the Notifiable Data Breaches scheme, and rewritten to track the legislation even more closely. The main refinements: whether the Privacy Act covers your business is now framed as a test to confirm (providing a health service and holding health information) rather than an automatic rule, with a prompt to verify it for your services; the one-line APP summaries now match the actual principles word for word, including "reasonably necessary" collection and the consent rule for sensitive information; the use-and-disclosure clause now reflects APP 6 in full (reasonably expected secondary purposes, and the exact serious-threat wording) so the policy's promises line up exactly with what the law allows; the data-breach clause now states the full eligible-breach test and treats the 30-day assessment as "all reasonable steps", not a waiting period; and a proper privacy-complaints process was added (acknowledgement and response timeframes, then escalation to the OAIC, with the NDIS Commission correctly positioned for Code of Conduct matters rather than as an interchangeable privacy regulator). The policy also gained sections small providers are commonly missing: anonymity and pseudonyms (APP 2), unsolicited information (APP 4), direct marketing (APP 7), government-related identifiers such as NDIS numbers (APP 9), information quality (APP 10), photographs and recordings (including the no-personal-devices rule), access-refusal and correction mechanics (APPs 12 and 13), the employee-records exemption boundary, and a flag for State and Territory health privacy laws in NSW, Victoria and the ACT. Consent wording now recognises that valid consent can be written or verbal but must be voluntary, informed, current and specific; the accessible-formats promise was reworded to "reasonable steps" so a sole trader is not signing up to produce professional translations on demand; and the overseas-storage section now correctly distinguishes hosting from APP 8 disclosure.
Documents updated
Privacy & Confidentiality Policy
28 Jul 2026
Pack expanded from 59 to 64 documents - five additions closing common audit-evidence gaps
A gap review of the pack against auditor expectations and competitor document catalogues identified five documents worth adding - each one either a named Practice Standards area or an evidence artifact auditors routinely request. Staff Grievance & Disciplinary Procedure: the pack covered recruiting, supervising and training workers but not what happens when a worker raises a grievance or when conduct concerns arise - this procedure covers both with procedural fairness, warnings, suspension and serious misconduct, includes the participant-safety overlay (incident management, reportable incidents, worker screening notification), and points small employers to the Small Business Fair Dismissal Code before any dismissal. Training Register: the pack had registers for incidents, complaints, risks and conflicts but not training - this is the per-worker record of training completed, evidence held and refreshers due that auditors ask for alongside the Training & Development Policy. Emergency & Disaster Management Policy: Emergency and Disaster Management is a named Core Module standard (added to the Practice Standards in 2021), and while the content existed across the Emergency & Business Continuity Plan and Individual Emergency Plan, auditors map evidence to the Standards by name - this policy ties those pieces together with realistic local risks, critical-supports triage, backup arrangements and an annual test. Internal Audit Schedule & Checklists: answers the auditor question "how do you know your policies are followed between audits?" with a yearly self-audit calendar plus ready-to-use participant-file and worker-file audit checklists, with findings feeding the Quality Improvement Plan. Home Safety Checklist: the support-environment evidence for in-home services - a practical check of access, hazards, fire safety, manual handling space and lone-worker arrangements, written to respect that it is the participant's own home and changes are agreed with them, not imposed.
Documents updated
Staff Grievance & Disciplinary Procedure
Training Register
Emergency & Disaster Management Policy
Internal Audit Schedule & Checklists
Home Safety Checklist
23 Jul 2026
New document: Whistleblower & Speak Up Policy (2026 NDIS Act changes)
The NDIS Amendment (Integrity and Safeguarding) Act 2026 strengthened the legal protections for people who disclose suspected breaches of the NDIS Act - including protection of a reporter's identity, a prohibition on victimisation and threats of victimisation, and qualifying anonymous disclosures. This new policy gives your business a clear speak-up pathway to sit alongside your complaints and incident processes: what counts as reportable wrongdoing (fraud on NDIS funds, risks to participant safety, Code of Conduct breaches, victimisation), how workers, participants and others can report - including anonymously - who receives reports, the external pathways (NDIS Commission, NDIA fraud helpline, police, WHS regulator, ASIC for companies), the protections the business commits to, and how reports are handled fairly and confidentially. It is careful to separate the protections the business gives everyone under the policy from the narrower statutory protections under the NDIS Act and Corporations Act, and the fill-in prompts cover naming an eligible whistleblower contact, an alternative pathway for concerns about the owner, and keeping whistleblower records separate from ordinary files. We also reviewed the rest of the pack against the 2026 Act and the 1 July changes (payday super was already covered in the Financial Management Policy, and the new pricing schedule rates already flow into the Service Agreement); the pending NDIA claiming-rules document will trigger a further review of the pricing references when it is published.
Documents updated
Whistleblower & Speak Up Policy
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 the prompts could work harder - asking you to write down how your business does something, rather than only describing good practice. That is what an auditor checks: 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)
Individual Emergency Plan (retired - now part of the Participant Risk & Emergency Plan)
Infection Prevention & Control Policy
Participant Intake & Assessment Form (retired - absorbed into the Support Plan)
Lone Worker Policy & Procedure
Mealtime Management Policy
Medication Management Policy
Offer of Employment Letter (template)
Open Disclosure Procedure
Participant Feedback Survey
Participant Handbook / Welcome Pack
Participant Money & Property Policy
Participant Rights, Dignity & Safeguarding Policy
Participant Risk Assessment (retired - now part of the Participant Risk & Emergency Plan)
Privacy & Confidentiality Policy
Progress Notes (template + guidance)
Quality Improvement Plan (annual)
Records & Information Management Policy
Restrictive Practices Policy
Restrictive Practices Register
Risk Management Policy & Framework
Risk Register
Position Description: Support Worker
Service Access & Intake Policy
Participant Service Agreement (template)
Service Delivery & Support Planning Policy
Social Media & Online Conduct Policy
Staff Record & Compliance Checklist
Stakeholder Feedback Survey
Worker Supervision Policy
Participant Support Plan (template)
Training & Development Policy
Transitions Policy
Transport & Vehicle Policy
Work Health & Safety (WHS) Policy
Worker Induction (presentation)
6 Jun 2026
New document: Stakeholder Feedback Survey
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 refinements: 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)
Governance & Operational Management Policy
Continuous Improvement Policy
Quality Improvement Plan (annual)
Risk Management Policy & Framework
Risk Register
Emergency & Business Continuity Plan
Privacy & Confidentiality Policy
Work Health & Safety (WHS) Policy
Infection Prevention & Control Policy
Worker Supervision Policy
Conflict of Interest Policy
Conflict of Interest, Gifts and Benefits Register
Communication & Information Accessibility Policy
Data Breach Response Plan
Lone Worker Policy & Procedure
Open Disclosure Procedure
Social Media & Online Conduct Policy
Transitions Policy
Transport & Vehicle Policy
Medication Management Policy
Mealtime Management Policy
Restrictive Practices Policy
Restrictive Practices Register
Participant Money & Property Policy
Participant Rights, Dignity & Safeguarding Policy
Service Access & Intake Policy
Service Delivery & Support Planning Policy
Participant Consent Form
Participant Intake & Assessment Form (retired - absorbed into the Support Plan)
Participant Risk Assessment (retired - now part of the Participant Risk & Emergency Plan)
Participant Support Plan (template)
Progress Notes (template + guidance)
Individual Emergency Plan (retired - now part of the Participant Risk & Emergency Plan)
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: the tax record-keeping reference now cites 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.
Documents updated
Governance & Operational Management Policy
Continuous Improvement Policy
Risk Management Policy & Framework
Emergency & Business Continuity Plan
Quality Improvement Plan (annual)
Financial Management Policy
Privacy & Confidentiality Policy
Records & Information Management Policy
Infection Prevention & Control Policy
Worker Supervision Policy
NDIS Code of Conduct & Worker Code of Conduct
Communication & Information Accessibility Policy
Data Breach Response Plan
Lone Worker Policy & Procedure
Open Disclosure Procedure
Social Media & Online Conduct Policy
Transitions Policy
Transport & Vehicle Policy
Medication Management Policy
Mealtime Management Policy
Restrictive Practices Policy
Participant Money & Property Policy
Participant Rights, Dignity & Safeguarding Policy
Service Access & Intake Policy
Service Delivery & Support Planning Policy
Participant Handbook / Welcome Pack
Participant Consent Form
Participant Intake & Assessment Form (retired - absorbed into the Support Plan)
Participant Risk Assessment (retired - now part of the Participant Risk & Emergency Plan)
Participant Support Plan (template)
Progress Notes (template + guidance)
Individual Emergency Plan (retired - now part of the Participant Risk & Emergency Plan)
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 (retired - absorbed into the Support Plan)
Participant Risk Assessment (retired - now part of the Participant Risk & Emergency Plan)
Participant Support Plan (template)
Progress Notes (template + guidance)
Individual Emergency Plan (retired - now part of the Participant Risk & Emergency Plan)
Conflict of Interest, Gifts and Benefits 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 strengthened priority compliance areas
Following an internal review against the certification-pathway Practice Standards. Added an Incident Register, joining the complaints and risk registers - needed to track and trend incidents, not just record them one-by-one. Privacy Policy: refined 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: updated 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: 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). The expansion gives certification-pathway providers the full set in one 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 notification rule for unauthorised restrictive practices that caused harm, alongside the 5-business-day rule for other unauthorised use. 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.
Documents updated
Incident Management Policy & Procedure
Work Health & Safety (WHS) Policy
Privacy & Confidentiality Policy
Records & Information Management Policy
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