Participant Welcome Pack
Welcome to Therapy Coalition!
This page explains the disability services we provide and how they may assist you in achieving your goals. Importantly, this handbook explains how we partner with you to meet your support needs.
What is Therapy Coalition?
Therapy Coalition is a group of independent health professionals who work together to support people in disability and aged care. Our goal is to improve quality of life by helping people stay independent, healthy, and included in their communities. We provide services directly to people at home or where they live, making care easy to access, convenient, and tailored to each person’s needs.
Our Vision Statement
"Better lives for participants - powered by clinicians who feel supported, stable, and equipped."
Therapy Coalition works to improve disability and allied health services through a strong, clinician-led model of care. We support independent clinicians to provide ethical, person-centred care for NDIS participants in homes andcommunities.We provide the systems, support, and structure so clinicians can focus on helping people, not paperwork. Our approach supports choice, dignity, and independence for people with disability, while also helping clinicians do their best work and strengthening the wider sector.
Therapy Coalition’s mission is to provide reliable, high-quality support to participants at scale by supporting independent clinicians with strong systems, clear clinical guidance, and a connected professional community. We make sure quality is consistent through good oversight and operational support, while clinicians keep their independence.This allows clinicians to focus on providing safe, ethical, and person-centred care, while staying supported and able to sustain their practice.
Our Values
At Therapy Coalition, our values guide how we support clinicians, deliver services, and make decisions. They help us provide ethical, high-quality care while building strong, supportive relationships and a collaborative team environment.
We focus on two core values:
1. We Communicate Well
We communicate clearly, respectfully, and openly with clinicians, participants, and each other to ensure everyone is supported and informed.
2. We Keep Improving
We are committed to learning, growing, and improving our services so we candeliver the best possible outcomes for the people we support
Your Contact Person
Your main point of contact will be your clinician. Their details will be provided to you, so that you can contact them if there's anything you need.
If you can't get in contact with your clinician, or if there's something you want to discuss specifically with us, you can contact us at info@therapycoalition.com.au or 1300 505 777.
Therapy Coalition is a group of independent health professionals who work together to support people in disability and aged care. Our goal is to improve quality of life by helping people stay independent, healthy, and included in their communities. We provide services directly to people at home or where they live, making care easy to access, convenient, and tailored to each person’s needs.
Our Vision Statement
"Better lives for participants - powered by clinicians who feel supported, stable, and equipped."
Therapy Coalition works to improve disability and allied health services through a strong, clinician-led model of care. We support independent clinicians to provide ethical, person-centred care for NDIS participants in homes andcommunities.We provide the systems, support, and structure so clinicians can focus on helping people, not paperwork. Our approach supports choice, dignity, and independence for people with disability, while also helping clinicians do their best work and strengthening the wider sector.
Therapy Coalition’s mission is to provide reliable, high-quality support to participants at scale by supporting independent clinicians with strong systems, clear clinical guidance, and a connected professional community. We make sure quality is consistent through good oversight and operational support, while clinicians keep their independence.This allows clinicians to focus on providing safe, ethical, and person-centred care, while staying supported and able to sustain their practice.
Our Values
At Therapy Coalition, our values guide how we support clinicians, deliver services, and make decisions. They help us provide ethical, high-quality care while building strong, supportive relationships and a collaborative team environment.
We focus on two core values:
1. We Communicate Well
We communicate clearly, respectfully, and openly with clinicians, participants, and each other to ensure everyone is supported and informed.
2. We Keep Improving
We are committed to learning, growing, and improving our services so we candeliver the best possible outcomes for the people we support
Your Contact Person
Your main point of contact will be your clinician. Their details will be provided to you, so that you can contact them if there's anything you need.
If you can't get in contact with your clinician, or if there's something you want to discuss specifically with us, you can contact us at info@therapycoalition.com.au or 1300 505 777.
Working with you
Therapy Coalition provides support services in a safe, respectful, and organised way. We follow rules and laws to make sure your information is protected and your support is high quality.
Keeping your information safe
Your personal information is stored safely on a secure online system with passwords and backups. We keep your records for 7 years, as required by law. If you are Aboriginal or Torres Strait Islander, your records are kept permanently.
You can stop or pause your services at any time, but you may need to give notice depending on your agreement. You can also pause services if you go on holiday or need a break. If you are away for more than 6 weeks, NDIS may review your supports.
Access to your records
You or your advocate/guardian can ask to see your records at any time. The process is:
- You request your records (spoken or written)
- We confirm within 48 hours
- We respond within 7 working days
- You receive the information within 2 weeks
- Our management approves release of information
- We explain anything you don’t understand
- In rare cases, access may be refused for legal reasons
Your support plan and choices
You are the centre of your support.We work with you to understand your goals, strengths, and needs so we can create a support plan that suits you.Your plan is made with you, your family, or your advocate and our team. Before support starts, we do assessments to understand your needs.
Your plan may include:
- Your goals and independence needs
- Health and safety needs
- Risks and emergencies
- Meal support (if needed)
- Medication support (if needed)
- Community participation
Your plan can change over time as your needs change. We review it regularly and you can give feedback anytime.
We will communicate with you in the way that works best for you (spoken, written, translated, etc). Tell us your preference and we will record it in your plan.
Medication support
We will check if you need help with medication.
If needed, we may complete a medication safety assessment. We may support you using tools like Webster packs or other safe systems.
Smoking
Please do not smoke while staff are providing support, to keep the workplace safe for everyone.
Interpreters
If English is not your first language, we can organise an interpreter with your permission. We can also use phone interpreters in urgent situations.
Money, budgets, and fees
We will explain all costs clearly before services start. You will receive:
- A fee outline at the start
- At least 2 weeks notice if fees change
We do not give financial advice. If you use NDIA-managed funding, we work with them directly.
Your money and belongings are always yours. We only help with money if you agree and sign a consent form. We follow strict rules to prevent misuse or financial harm. We review any money support at least once a year.
Gifts
You may offer small gifts, but only shared items like food or flowers. Staff are not allowed to accept money or expensive gifts.
Changing your agreement
If your needs change, your service agreement may need to be updated. We will talk with you and adjust it together.
Keys and home access
If staff need access to your home, we will complete a key or access agreement with you. You can remove access at any time.
Transport
We will talk with you about your transport needs and may include this in your plan if required. We may also help arrange transport services.
Leaving or returning to services
If you leave, we will support you to transition safely to another provider. If you return later, you may need to:
- Meet funding requirements
- Join a waiting list
- Complete assessments
- Agree to service conditions
You can stop services at any time by contacting us. We may also stop services if agreements are not followed, but we will always talk with you first. We will try to help you find another provider if needed.
Wills
Staff cannot give legal advice or help with Wills. We also cannot store or witness legal documents.
Getting information
You can ask us anytime about the services we offer. We will explain things in a way you understand.
Service agreement
Before starting, we create a service agreement with you. It includes:
- Services you will receive
- Your responsibilities
- Our responsibilities
- Emergency plans
- Cancellation rules
Your Rights and Responsibilities
You have the right to:
- Be treated with respect and dignity
- Make your own choices
- Be safe from abuse or harm
- Have privacy and confidentiality
- Access fair and quality support
- Get help to make informed decisions
- Give feedback or complain safely
- Use an advocate
We ask you to:
- Treat staff respectfully
- Follow your agreement
- Give notice when cancelling
- Share information needed for your support
- Take part in planning where possible
- Help keep your environment safe
- Tell us if things change
Our responsibilities
We will:
- Provide safe and respectful support
- Communicate clearly and honestly
- Respect your choices and culture
- Protect your privacy
- Listen to feedback and complaints
- Give notice of changes when possible
Conflict of interest
If there is a conflict of interest, we will manage it fairly. We record and review all conflicts and make sure decisions are fair and transparent.
NDIS Code of Conduct
All people that work with Therapy Coalition must:
- Respect your rights and choices
- Work safely and professionally
- Be honest and transparent
- Report concerns about safety or quality
- Prevent abuse, neglect, and harm
Therapy Coalition is committed to keeping you safe and protecting you from harm, abuse, neglect, or exploitation in any form. We believe everyone has the right to feel safe at all times, especially when receiving support services. We follow national child safe principles and safety laws to help protect children, young people, and adults.
We will:
- Take all concerns about harm seriously
- Act quickly if we think someone is at risk
- Report serious incidents to the correct authorities (such as the NDIS Commission, police, or other agencies when required)
- Support you if something goes wrong or if you feel unsafe
- Help you access counselling, medical care, or legal support if needed
- Work to prevent harm before it happens by using safe practices and trained staff
- Make sure our workers are properly screened, trained, and understand their responsibilities
If you feel unsafe or think someone else is being harmed, you can tell:
- Any Therapy Coalition staff member
- A family member or trusted person
- Your advocate
You can also contact external services if you prefer, including the NDIS Quality and Safeguards Commission. You do not need to worry about getting into trouble for reporting concerns. You will be listened to and supported.
If an incident happens, we will:
- Respond quickly to keep you safe
- Record and review what happened
- Work with you, your family, or your advocate
- Take steps to stop it happening again
- Improve our systems if needed
If there is a conflict of interest, we will manage it fairly. We record and review all conflicts and make sure decisions are fair and transparent.
NDIS Code of Conduct
All people that work with Therapy Coalition must:
- Respect your rights and choices
- Work safely and professionally
- Be honest and transparent
- Report concerns about safety or quality
- Prevent abuse, neglect, and harm
Therapy Coalition is committed to keeping you safe and protecting you from harm, abuse, neglect, or exploitation in any form. We believe everyone has the right to feel safe at all times, especially when receiving support services. We follow national child safe principles and safety laws to help protect children, young people, and adults.
We will:
- Take all concerns about harm seriously
- Act quickly if we think someone is at risk
- Report serious incidents to the correct authorities (such as the NDIS Commission, police, or other agencies when required)
- Support you if something goes wrong or if you feel unsafe
- Help you access counselling, medical care, or legal support if needed
- Work to prevent harm before it happens by using safe practices and trained staff
- Make sure our workers are properly screened, trained, and understand their responsibilities
If you feel unsafe or think someone else is being harmed, you can tell:
- Any Therapy Coalition staff member
- A family member or trusted person
- Your advocate
You can also contact external services if you prefer, including the NDIS Quality and Safeguards Commission. You do not need to worry about getting into trouble for reporting concerns. You will be listened to and supported.
If an incident happens, we will:
- Respond quickly to keep you safe
- Record and review what happened
- Work with you, your family, or your advocate
- Take steps to stop it happening again
- Improve our systems if needed
Family involvement
Your family or support people can be involved if you want.
We can:
- Share information (with your permission)
- Include them in planning
- Help them understand services
- Support communication
Consistent support
We try to keep the same workers where possible. If your worker is away, we will:
- Find a suitable replacement
- Try to use someone familiar to you
- Ask for your approval where possible
We create emergency plans with you to keep you safe in events like illness, disasters, or other emergencies.
Infection control
We follow health and hygiene rules like cleaning, handwashing, and using protective equipment when needed.
Advocates
You can choose someone to support and speak for you. We can help you find an advocate if needed, and we will involve them in planning if you want.
Consent
We will always ask your permission before:
- Sharing your information
- Providing services
- Contacting other professionals
- Giving medication or support
- You can change your mind at any time.
Guardians
A guardian is someone legally allowed to make decisions for you if needed.
We protect your personal information under privacy laws. If you have concerns, you can contact our Privacy Officer at info@therapycoalition.com.au.
Critical incidents
A critical incident is something serious that affects your safety or wellbeing.We report and manage these quickly and work to prevent them happening again.
Feedback and complaints
You can give feedback or make complaints at any time. You can do this:
- Anonymously
- With help from a friend or advocate
- Without fear of punishment
We will listen and respond fairly. You can email any feedback to feedback@therapycoalition.com.au or complete the Feedback Form below. If you would prefer to remain anonymous, you can mail your feedback to Suite 1, Ground Floor, Enterprise 1, Innovation Campus, Squires Way North Wollongong, NSW 2500.
If you are not happy with the solution proposed by Therapy Coalition regarding your complaint, you can speak to other organisations, such as:
Commonwealth Ombudsman – Disability Services
Telephone: 1300362 072
Email: ombudsman@ombudsman.gov.au
Website: www.ombudsman.gov.au
NDIS Complaints
Telephone: 1800 800 110
Email: feedback@ndis.gov.au
Website: www.ndis.gov.au/contact/feedback-and-complaints
Your Voice
We want to hear from you about your experiences and how we can improve our services. Your feedback is important because it helps us make sure our services meet your needs and the needs of your community. You can tell us if you want to be involved in improving our services, policies, or decisions. You are always welcome to share your ideas.
Your family or support people can be involved if you want.
We can:
- Share information (with your permission)
- Include them in planning
- Help them understand services
- Support communication
Consistent support
We try to keep the same workers where possible. If your worker is away, we will:
- Find a suitable replacement
- Try to use someone familiar to you
- Ask for your approval where possible
We create emergency plans with you to keep you safe in events like illness, disasters, or other emergencies.
Infection control
We follow health and hygiene rules like cleaning, handwashing, and using protective equipment when needed.
Advocates
You can choose someone to support and speak for you. We can help you find an advocate if needed, and we will involve them in planning if you want.
Consent
We will always ask your permission before:
- Sharing your information
- Providing services
- Contacting other professionals
- Giving medication or support
- You can change your mind at any time.
Guardians
A guardian is someone legally allowed to make decisions for you if needed.
We protect your personal information under privacy laws. If you have concerns, you can contact our Privacy Officer at info@therapycoalition.com.au.
Critical incidents
A critical incident is something serious that affects your safety or wellbeing.We report and manage these quickly and work to prevent them happening again.
Feedback and complaints
You can give feedback or make complaints at any time. You can do this:
- Anonymously
- With help from a friend or advocate
- Without fear of punishment
We will listen and respond fairly. You can email any feedback to feedback@therapycoalition.com.au or complete the Feedback Form below. If you would prefer to remain anonymous, you can mail your feedback to Suite 1, Ground Floor, Enterprise 1, Innovation Campus, Squires Way North Wollongong, NSW 2500.
If you are not happy with the solution proposed by Therapy Coalition regarding your complaint, you can speak to other organisations, such as:
Commonwealth Ombudsman – Disability Services
Telephone: 1300362 072
Email: ombudsman@ombudsman.gov.au
Website: www.ombudsman.gov.au
NDIS Complaints
Telephone: 1800 800 110
Email: feedback@ndis.gov.au
Website: www.ndis.gov.au/contact/feedback-and-complaints
Your Voice
We want to hear from you about your experiences and how we can improve our services. Your feedback is important because it helps us make sure our services meet your needs and the needs of your community. You can tell us if you want to be involved in improving our services, policies, or decisions. You are always welcome to share your ideas.
Networking
We will support you to stay connected with your community and interests. This may include linking you with groups such as:
- cultural or ethnic communities
- religious groups
- local community groups
- other groups you are interested in.
We believe being part of your community is important, and we will help you stay connected.
We follow all required laws and standards, including:
- NDIS Act 2013
- Disability laws and regulations
- NDIS Practice Standards and Quality Indicators
If you want, you can ask us for more information about these.
Risk-Taking
You have the right to take part in activities that may involve some risk, as long as they are legal. We respect your right to make your own choices (this is called “dignity of risk”). If you choose to do something that has risk, we will:
- talk with you about the risks and options
- support you to make an informed decision
- focus on the activity, not judge you
- ask you to agree in writing if the risk is higher than usual
We may also complete risk assessments about your needs and environment, including when you go out into the community.
We will assess your safety risks when you first start with us. We will review your risks:
- at least once a year
- sooner if your situation changes
Changes might include:
- your health
- where you live
- people living with you
- your home environment
We will work with you during all risk assessments to make sure you feel safe and supported.
Continuous Improvement
We want to provide high-quality services that meet your needs. You can help us improve by:
- giving feedback
- making suggestions
- making a complaint if needed
We take all feedback seriously and use it to improve our services.
Work Health and Safety
We must make sure our staff can work safely in your home or environment. You can help by:
- telling us about any safety risks in your home
- taking part in safety checks
- fixing hazards where possible
- keeping pets under control during visits
- providing a smoke-free environment
- treating staff with respect
- letting us know if you are unwell or infectious
- keeping cleaning supplies safe and usable
- making sure mobility aids are safe and working
Before services begin, we will do a safety check with you and review it regularly.
We must make sure our staff can work safely in your home or environment. You can help by:
- telling us about any safety risks in your home
- taking part in safety checks
- fixing hazards where possible
- keeping pets under control during visits
- providing a smoke-free environment
- treating staff with respect
- letting us know if you are unwell or infectious
- keeping cleaning supplies safe and usable
- making sure mobility aids are safe and working
Before services begin, we will do a safety check with you and review it regularly.
We will support you to stay connected with your community and interests. This may include linking you with groups such as:
- cultural or ethnic communities
- religious groups
- local community groups
- other groups you are interested in.
We believe being part of your community is important, and we will help you stay connected.
We follow all required laws and standards, including:
- NDIS Act 2013
- Disability laws and regulations
- NDIS Practice Standards and Quality Indicators
If you want, you can ask us for more information about these.
Risk-Taking
You have the right to take part in activities that may involve some risk, as long as they are legal. We respect your right to make your own choices (this is called “dignity of risk”). If you choose to do something that has risk, we will:
- talk with you about the risks and options
- support you to make an informed decision
- focus on the activity, not judge you
- ask you to agree in writing if the risk is higher than usual
We may also complete risk assessments about your needs and environment, including when you go out into the community.
We will assess your safety risks when you first start with us. We will review your risks:
- at least once a year
- sooner if your situation changes
Changes might include:
- your health
- where you live
- people living with you
- your home environment
We will work with you during all risk assessments to make sure you feel safe and supported.
Continuous Improvement
We want to provide high-quality services that meet your needs. You can help us improve by:
- giving feedback
- making suggestions
- making a complaint if needed
We take all feedback seriously and use it to improve our services.
Work Health and Safety
We must make sure our staff can work safely in your home or environment. You can help by:
- telling us about any safety risks in your home
- taking part in safety checks
- fixing hazards where possible
- keeping pets under control during visits
- providing a smoke-free environment
- treating staff with respect
- letting us know if you are unwell or infectious
- keeping cleaning supplies safe and usable
- making sure mobility aids are safe and working
Before services begin, we will do a safety check with you and review it regularly.
We must make sure our staff can work safely in your home or environment. You can help by:
- telling us about any safety risks in your home
- taking part in safety checks
- fixing hazards where possible
- keeping pets under control during visits
- providing a smoke-free environment
- treating staff with respect
- letting us know if you are unwell or infectious
- keeping cleaning supplies safe and usable
- making sure mobility aids are safe and working
Before services begin, we will do a safety check with you and review it regularly.