Participant Rights & Provider Responsibilities

  1. Introduction

At Function Focus Therapy, we are committed to providing high-quality, person-centred occupational therapy services in alignment with the NDIS Code of Conduct, NDIS Quality and Safeguards Commission standards, and Australian Consumer Law. We believe in transparency, integrity, and ethical practice to ensure every participant feels supported, respected, and empowered.

  1. Participant Rights

As a participant engaging with Function Focus Therapy, you have the right to:

  • Receive clear, accurate information about services, fees, and your available options before agreeing to them.

  • Be charged fairly and only for supports that have been delivered.

  • Request a repair, replacement, or refund if a product or service does not meet reasonable quality standards.

  • Receive services that are respectful, safe, evidence-based, and aligned with your goals.

  • Expect that your privacy, confidentiality, and dignity will always be maintained.

  • Participate actively in decisions about your supports and goals.

  • Raise feedback or complaints without fear of disadvantage, discrimination, or negative consequences.

    1. Provider Responsibilities

Function Focus Therapy is responsible for ensuring all services are delivered ethically, legally, and in line with national standards. We will:

  • Operate in compliance with the NDIS Code of Conduct, NDIS Quality and Safeguards Commission, and Australian Consumer Law.

  • Charge in accordance with the NDIS Pricing Arrangements and Price Limits.

  • Issue invoices and receipts only after supports have been provided.

  • Maintain accurate and confidential records of all supports delivered.

  • Identify, declare, and manage any conflicts of interest transparently.

  • Provide truthful and accurate information about all services, recommendations, and products.

  • Ensure assistive technology and home modification recommendations are safe, effective, and represent value for money.

  • Treat all participants, families, and professionals with fairness, honesty, and professionalism.

  1. Ethical Conduct and Fair Dealings

Function Focus Therapy behaves fairly and ethically in all financial dealings. We do not mislead or pressure clients and do not enter into anti-competitive agreements. We compete fairly and act with integrity in all business practices, maintaining the trust of the people and communities we support.

  1. Consumer Law and Product Safety

We comply with Australian Consumer Law obligations by ensuring that all products and services are safe, high quality, and fit for purpose. Unsafe products or identified risks are addressed immediately, and appropriate authorities (such as the ACCC) are notified when required.

6. Complaints and Feedback

Your feedback is valuable and helps us continually improve our services. You can contact us directly at hello@functionfocustherapy.com.au or via our online contact form.

If you are not satisfied with the outcome, you can contact the NDIS Quality and Safeguards Commission:

Website: www.ndiscommission.gov.au

Phone: 1800 035 544

7. Acknowledgement

By engaging with Function Focus Therapy, you acknowledge that you have access to and understand your rights and our responsibilities as outlined in this document.

Function Focus Therapy

Perth, Western Australia

Email: hello@functionfocustherapy.com.au

Function Focus Therapy acknowledges the Traditional Custodians of the land and pays respect to Elders past, present, and emerging.

© Function Focus Therapy 2025