Policies & Procedures

1. Code of Conduct Policy

Purpose:

To ensure staff at The Kaleido Hub act with professionalism, integrity, and respect in all interactions.

Scope:

Applies to all employees, contractors, and volunteers.

Policy Statement:

  • We follow the NDIS Code of Conduct.

  • Staff must treat all participants with dignity and respect, protect their rights, and act in their best interests.

  • Professional boundaries must always be maintained.

Procedure:

  • Staff must:

    • Be punctual, reliable, and prepared.

    • Speak respectfully at all times.

    • Avoid conflicts of interest.

    • Report unsafe or unethical behaviour.

  • Breaches will be addressed through verbal warning, written warning, and possible termination.

Responsibilities:

  • All staff: Model respectful, safe, and ethical conduct.

  • Management: Ensure staff understand and follow the code.

Our Code of Conduct will be review annually

2. Privacy & Confidentiality Policy

Purpose:

To protect the privacy and confidentiality of participants and families in line with the Australian Privacy Principles (APPs).

Scope:

Applies to all staff, contractors, and volunteers.

Policy Statement

  • We respect the privacy of participants and only collect information necessary to provide safe, effective services.

  • Information is never shared without consent unless required by law.

Procedure

  • Store records securely (locked cabinets/password-protected systems).

  • Share information only with consent (or in emergencies, to protect safety).

  • Shred or delete records when no longer needed.

Responsibilities

  • All staff: Handle participant information with care.

  • Management: Maintain secure systems and ensure compliance with APPs.

Our Privacy Policy is reviewed annually or if new legal updates are needed

3. Complaints & Feedback Policy 

Purpose:

The Kaleido Hub values the voices of our participants, families, and community. This policy ensures everyone feels safe, supported, and encouraged to share feedback or make a complaint. Complaints are seen as an opportunity to improve our services.

Scope:

This policy applies to all staff, contractors, volunteers, participants, and their families.

Policy Statement:

  • We are committed to providing high-quality, person-centred services.

  • All feedback and complaints will be taken seriously, treated respectfully, and managed promptly.

  • Participants and families will not experience disadvantage or retaliation for raising a complaint.

  • We follow the NDIS Code of Conduct and the NDIS (Complaints Management and Resolution) Rules 2018.

How Feedback or Complaints Can Be Made

Participants and families can share feedback or make a complaint:

  • Verbally (in person or by phone).

  • In writing (email or letter)

  • On our website through a feedback form

  • Anonymously, if preferred.

  • With support from an advocate or support person.

Procedure

  1. Receiving a Complaint

    • Staff must listen respectfully, thank the person, and record details.

    • Complaints should be passed to the Director (or delegate) within 24 hours.

  1. Acknowledgement

    • Complaints will be acknowledged within 5 business days.

  1. Investigation

    • The Director will gather information, speak with all parties involved, and ensure fairness.

    • Where possible, issues will be resolved within 21 business days.

  1. Outcome

    • The complainant will be informed of the decision and any actions taken.

    • If the person is unhappy with the outcome, they will be given information on how to escalate further.

  1. Escalation Options

    • The NDIS Quality and Safeguards Commission can be contacted at 1800 035 544 or via www.ndiscommission.gov.au.

Responsibilities

  • All staff: Encourage and accept feedback, report complaints promptly.

  • Director/Management: Oversee complaint handling, maintain records, ensure fair process.

Our Complaints & Feedback Policy will be reviewed annually or sooner if legislation changes.

4. Safeguarding & Child Protection Policy

Purpose:

To ensure the safety and wellbeing of children and vulnerable participants.

Scope:

Applies to all staff, contractors, volunteers, and anyone representing The Kaleido Hub.

Policy Statement:

  • We have zero tolerance for abuse, neglect, or exploitation.

  • All staff must have valid Working With Children Checks and National Police Clearances.

  • Concerns are always reported promptly.

Procedure

  • If staff suspect abuse, they must:

    1. Ensure immediate safety.

    2. Report to management within 24 hours.

    3. Management will notify the appropriate authority (Child Protection, NDIS Commission, Police).

Responsibilities

  • All staff: Report concerns and follow child-safe practices.

  • Management: Ensure checks are current and reports are made promptly.

Our Safeguarding & Child Protection Policy is reviewed annually.

5. Health & Safety Policy

Purpose:

To provide a safe environment for participants, staff, and visitors.

Scope:

Applies to all services, programs, and community outings.

Policy Statement

  • Safety is everyone’s responsibility.

  • We identify and manage risks to prevent accidents or harm.

Procedure

  • Conduct risk assessments for venues, activities, and transport.

  • Staff must complete incident reports for injuries, hazards, or near-misses.

  • First aid kits are carried at all sessions.

  • Emergencies: call 000 and follow incident management steps.

Responsibilities

  • All staff: Follow safety procedures, report hazards.

  • Management: Provide training, maintain insurance, oversee risk management.

Our Health & Safety Policy is reviewed annually.

6. Service Delivery & Support Policy

Purpose:

To deliver high-quality, person-centred support aligned with NDIS principles.

Scope:

Applies to all participants and services delivered.

Policy Statement:

  • Services are guided by participant choice, control, and goals.

  • We adapt supports to suit individual needs, abilities, and preferences.

Procedure:

  • Create a support plan with each participant/family.

  • Review plans regularly (every 3–6 months or as needed).

  • Staff deliver supports respectfully, flexibly, and consistently.

Responsibilities:

  • All staff: Provide supports as agreed in the service plan.

  • Management: Oversee planning, reviews, and service quality.

Our Service Delivery & Support Policy is reviewed annually.

7. Equal Opportunity & Inclusion Policy

Purpose:

To ensure services are inclusive and free from discrimination.

Scope:

Applies to staff, participants, and families.

Policy Statement:

  • Everyone has the right to access services regardless of ability, culture, gender, or background.

  • We celebrate diversity and provide culturally safe and inclusive environments.

Procedure:

  • Staff undertake training in disability awareness and cultural sensitivity.

  • Adjustments made for accessibility (communication, environment, supports).

  • Any reports of discrimination will be investigated promptly.

Responsibilities:

  • All staff: Treat participants equally and respectfully.

  • Management: Provide training and monitor inclusivity.

Our Equal Opportunity & Inclusion Policy is reviewed every 2 years

8. Emergency & Incident Management Policy

Purpose:

To ensure effective response to emergencies and incidents.

Scope:

Applies to all staff and participants during Kaleido Hub activities.

Policy Statement:

  • We respond quickly and safely to emergencies.

  • All incidents are documented, reported, and reviewed to improve safety.

Procedure:

  1. Ensure safety (first aid, evacuation, call 000).

  2. Notify participant’s family/guardian.

  3. Complete incident report within 24 hours.

  4. Management reviews the incident and takes steps to prevent recurrence.

  5. Report to NDIS Commission if it meets reportable incident criteria.

Responsibilities

  • All staff: Respond calmly, follow procedures, complete reports.

  • Management: Monitor incidents, submit reportable incidents to the NDIS Commission.

Our Emergency & Incident Management Policy is reviewed annually.