Last updated: May 2026
As an NDIS participant receiving supports from Kanz Care, you have rights, choices, and responsibilities. This information is here to help you understand what to expect from us — and what we ask of you.
Your rights as a participant
When you're working with Kanz Care, you have the right to:
- Choice and control — over the supports you receive, who delivers them, and how
- Dignity and respect — you'll be treated with kindness and listened to at every stage
- Privacy and confidentiality — your information is kept safe (see our Privacy Policy)
- Safe supports — delivered by trained workers who have passed background checks
- A say in decisions — including the right to bring a family member, advocate, or interpreter to meetings
- Cultural safety — we work with people from all backgrounds and respect your culture, language, and beliefs
- Provide feedback or complain — without fear of affecting your supports
- Change providers — if Kanz Care is no longer the right fit for you
What you can expect from us
- A free, no-obligation conversation before we start, to understand your goals and preferences
- A written service agreement that explains everything clearly — in plain English, or your preferred language
- Workers matched to your needs, not the other way around
- Consistent communication — one business day response time
- Regular check-ins to make sure your supports are still working for you
- Adherence to the NDIS Practice Standards and the NDIS Code of Conduct
Your responsibilities
We ask that participants:
- Treat our workers with respect
- Give us as much notice as possible if you need to cancel or reschedule a shift
- Let us know if your needs, preferences, or NDIS plan changes
- Keep your home environment safe for our workers to deliver supports
- Pay any agreed fees in line with your NDIS plan and our service agreement
Safeguards and your safety
Your safety is our priority. All Kanz Care workers:
- Hold a current NDIS Worker Screening Check
- Have completed the NDIS Worker Orientation Module
- Are trained in safeguarding, infection control, and the NDIS Code of Conduct
- Are required to report any incident, near-miss, or safety concern immediately
If you ever feel unsafe with a worker or service, contact us on 1300 121 257 straight away. If it's an emergency, call 000.
Making a complaint
If something isn't right, we want to hear about it. You can:
- Talk to your support worker or coordinator directly
- Submit our Feedback form on this website
- Email admin@kanzcare.com.au or call 1300 121 257
- Make a complaint directly to the NDIS Quality and Safeguards Commission at any time — this won't affect your supports
You can have a family member, friend, or advocate help you make a complaint. We will not retaliate or treat you differently for raising concerns.
Independent advocacy
If you'd like an independent advocate to support you in dealing with Kanz Care or the NDIS, you can find one through the National Disability Advocacy Program finder.
Need this information in another format?
We can provide this information in Easy Read, large print, audio, or another language on request. Contact us on 1300 121 257 or admin@kanzcare.com.au.
