{"id":3591,"date":"2025-05-29T14:42:49","date_gmt":"2025-05-29T04:42:49","guid":{"rendered":"https:\/\/dhelkayahealth.org.au\/ndis\/?page_id=3591"},"modified":"2025-07-23T15:20:46","modified_gmt":"2025-07-23T05:20:46","slug":"information-pack","status":"publish","type":"page","link":"https:\/\/dhelkayahealth.org.au\/ndis\/information-pack\/","title":{"rendered":"Information Pack"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"3591\" class=\"elementor elementor-3591\" data-elementor-post-type=\"page\">\n\t\t\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-e252190 e-flex e-con-boxed e-con e-parent\" data-id=\"e252190\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-1d70b9d e-flex e-con-boxed e-con e-child\" data-id=\"1d70b9d\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0c2f99e elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"0c2f99e\" data-element_type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"125.708\" height=\"125.708\" viewBox=\"0 0 125.708 125.708\"><g id=\"Group_1830\" data-name=\"Group 1830\" transform=\"translate(-0.646 96.75)\"><g id=\"Group_2071\" data-name=\"Group 2071\" transform=\"translate(0 -97.396)\"><g id=\"Group_1571\" data-name=\"Group 1571\" transform=\"translate(2.771 2.771)\"><path id=\"Path_2578\" data-name=\"Path 2578\" d=\"M14.156,28.312h0A60.728,60.728,0,0,1-46.573-32.417h0A60.728,60.728,0,0,1,14.156-93.146h0A60.728,60.728,0,0,1,74.885-32.417h0A60.728,60.728,0,0,1,14.156,28.312\" transform=\"translate(46.573 93.146)\" fill=\"#51b566\"><\/path><\/g><g id=\"Group_1572\" data-name=\"Group 1572\" transform=\"translate(2.771 2.771)\"><path id=\"Path_2579\" data-name=\"Path 2579\" d=\"M14.156,28.312h0A60.728,60.728,0,0,1-46.573-32.417h0A60.728,60.728,0,0,1,14.156-93.146h0A60.728,60.728,0,0,1,74.885-32.417h0A60.728,60.728,0,0,1,14.156,28.312Z\" transform=\"translate(46.573 93.146)\" fill=\"none\" stroke=\"#51b566\" stroke-width=\"4.25\"><\/path><\/g><\/g><\/g><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-689686f elementor-widget elementor-widget-text-editor\" data-id=\"689686f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h1><span style=\"color: #51b566;\">Information Pack<\/span><\/h1>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-5be5b79 e-flex e-con-boxed e-con e-parent\" data-id=\"5be5b79\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-77bffa8 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"77bffa8\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Every person who becomes a client of our NDIS service receives an information pack<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5e2accb elementor-widget__width-initial elementor-widget-mobile__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"5e2accb\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h4>The pack is individually tailored depending on the person\u2019s needs. The pack contains information to help support you, your family and carers in your NDIS journey.<\/h4><h4>Your NDIS Information Pack has information about:<\/h4>\t\t\t\t\t\t\t\t<\/div>\n\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-b21a953 e-con-full e-flex e-con e-child\" data-id=\"b21a953\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d88f623 elementor-widget elementor-widget-button\" data-id=\"d88f623\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"#rights\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Rights and Responsibilities<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-848691d elementor-widget elementor-widget-button\" data-id=\"848691d\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"#complaints\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Complaints<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bde229c elementor-widget elementor-widget-button\" data-id=\"bde229c\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"#advocacy\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Advocacy<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6a8926a elementor-widget elementor-widget-button\" data-id=\"6a8926a\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"#your-health-info\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Your Health Information\u200b<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-af55c4f elementor-widget elementor-widget-button\" data-id=\"af55c4f\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"#ndis-commission\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">NDIS Commission<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-63761e2 e-flex e-con-boxed e-con e-parent\" data-id=\"63761e2\" data-element_type=\"container\" id=\"rights\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-329d4dd e-flex e-con-boxed e-con e-child\" data-id=\"329d4dd\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-28cb60f elementor-widget elementor-widget-heading\" data-id=\"28cb60f\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Rights and Responsibilities<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f60345e elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"f60345e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Understanding your rights and responsibilities when you use Castlemaine Health NDIS services<\/h3>\t\t\t\t<\/div>\n\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-5217e71 e-con-full e-grid e-con e-child\" data-id=\"5217e71\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2c30351 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"2c30351\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h3>Your rights<\/h3><p>As a consumer you have the right to:<\/p><ul><li>be treated with dignity and respect<\/li><li>privacy and confidentiality<\/li><li>clear information about your treatment before you consent<\/li><li>be involved in the development of your care plan<\/li><li>a safe environment<\/li><li>raise concerns about any aspect of the service<\/li><li>refuse treatment at any time<\/li><li>know the qualifications of the staff involved in your treatment<\/li><li>have any cultural, language or religious needs considered<\/li><li>information about any costs associated with your care<\/li><li>another opinion on the care proposed.<\/li><\/ul><h3>Your responsibilities<\/h3><p>Your active participation and effort is essential for success. We ask you to:<\/p><ul><li>be courteous and respectful of others<\/li><li>provide accurate and relevant information to ensure appropriate care is provided<\/li><li>participate in your program to the best of your ability<\/li><li>let staff know if the proposed treatment is unsuitable<\/li><li>accept responsibility for decisions you make about your treatment<\/li><li>attend appointments regularly and punctually<\/li><li>notify us immediately if you are unable to keep appointments<\/li><li>provide a safe environment if we visit you at home<\/li><li>pay any agreed fees<\/li><li>respect and comply with Castlemaine Health rules.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d155018 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"d155018\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h3>Violence and aggression<\/h3><p>Our aim is to deliver the best health care to you. To help us achieve that, please respect the right of our staff to:<\/p><ul><li>be safe at work<\/li><li>have safe and reasonable access at all times<\/li><li>not suffer exploitation, abuse, discrimination or harassment.<\/li><\/ul><h3>Easy English<\/h3><p>Need an easy-to-read version? Download the\u00a0<a href=\"https:\/\/www.safetyandquality.gov.au\/sites\/default\/files\/2019-08\/charter-of-healthcare-rights-easy-english-web-accessible-version-july-2019.pdf\">Charter of Healthcare Rights Easy English version<\/a>\u00a0from the\u00a0<a href=\"https:\/\/www.safetyandquality.gov.au\/\">Australian Commission on Quality &amp; Safety in Health Care<\/a>.<\/p><p>You can also download the\u00a0<a href=\"https:\/\/solve.org.au\/wp-content\/uploads\/2019\/09\/Vic-Charter-of-human-rights-and-responsibilities-easy-English.pdf\">Victorian Charter of Human Rights Easy Read<\/a>\u00a0format.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-749ddf9 e-flex e-con-boxed e-con e-parent\" data-id=\"749ddf9\" data-element_type=\"container\" id=\"complaints\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-0fe295b e-flex e-con-boxed e-con e-child\" data-id=\"0fe295b\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a11f81b elementor-widget elementor-widget-heading\" data-id=\"a11f81b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Complaints<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c47dc2d elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"c47dc2d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Understanding how to make a complaint and how we manage incidents\n<\/h3>\t\t\t\t<\/div>\n\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-515b066 e-con-full e-grid e-con e-child\" data-id=\"515b066\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a4be966 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"a4be966\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<main id=\"content\" class=\"site-content\"><div class=\"container\"><article id=\"post-561\" class=\"post-561 page type-page status-publish hentry\"><div class=\"page-content\"><p>If you\u2019re not happy with our NDIS services, you can make a complaint.<\/p><h3>Making a complaint<\/h3><p>If you would like to complain to Castlemaine Health, fill out the\u00a0<a href=\"https:\/\/www.castlemainehealth.org.au\/feedback\/\">Consumer Feedback Form<\/a>\u00a0on our website.<\/p><p>You can also choose to make a complaint about our services to the\u00a0<a href=\"https:\/\/forms.business.gov.au\/smartforms\/servlet\/SmartForm.html?formCode=PRD00-OCF\">NDIS Commission<\/a>.<\/p><p>The NDIS Commission has lots of great \u2018<a href=\"https:\/\/www.ndiscommission.gov.au\/speakup\">Speak\u00a0 Up<\/a>\u2018 resources on their website. These resources help empower people with disability to \u2018speak up\u2019 about the quality and safety of their NDIS-funded supports and services.\u00a0The resources include a fact sheet, poster\u00a0and Easy Read guide.<\/p><\/div><\/article><\/div><\/main><section class=\"section--contact-us\"><div class=\"container\">\u00a0<\/div><\/section>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5da15b5 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"5da15b5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<main id=\"content\" class=\"site-content\"><div class=\"container\"><article id=\"post-561\" class=\"post-561 page type-page status-publish hentry\"><div class=\"page-content\"><h3>How we manage incidents<\/h3><p>Castlemaine Health has policies in place for managing incidents.<\/p><p>We have created an Easy Read Booklet to explain how we do it. The Easy Read Booklet is a shorter version of another document. You can ask us for a copy of the longer document.<\/p><p><a href=\"https:\/\/www.castlemainehealth.org.au\/ndis\/wp-content\/uploads\/2021\/02\/Castlemaine-Health-How-we-manage-incidents-An-Easy-Read-Guide.pdf\">How we manage incidents in our NDIS services \u2013 Easy Read Booklet<\/a><\/p><p>The NDIS Commission has published a fact sheet on what happens when a provider reports an incident.<\/p><p><a href=\"https:\/\/www.ndiscommission.gov.au\/document\/1681\">Fact Sheet for Participants \u2013 What happens when a provider reports an incident?<\/a><\/p><\/div><\/article><\/div><\/main><section class=\"section--contact-us\"><div class=\"container\">\u00a0<\/div><\/section>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-098e8b0 e-flex e-con-boxed e-con e-parent\" data-id=\"098e8b0\" data-element_type=\"container\" id=\"advocacy\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-69dc7a3 e-flex e-con-boxed e-con e-child\" data-id=\"69dc7a3\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-74144e2 elementor-widget elementor-widget-heading\" data-id=\"74144e2\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Advocacy<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-11be261 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"11be261\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Understanding what advocacy services are and how they can help you\n\n<\/h3>\t\t\t\t<\/div>\n\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-b9edf5b e-con-full e-grid e-con e-child\" data-id=\"b9edf5b\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0821a34 elementor-widget elementor-widget-text-editor\" data-id=\"0821a34\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h3>What is advocacy?<\/h3><p>Advocacy is acting, speaking or writing to promote, protect and defend the human rights of people.<\/p><h3>How can I find advocacy services?<\/h3><p>Need some help making your way through the system? You can get help from the\u00a0<a href=\"http:\/\/www.riac.org.au\/\">Rights, Information and Advocacy Centre<\/a>\u00a0(also known as RIAC).<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-923679b elementor-widget elementor-widget-text-editor\" data-id=\"923679b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h3>Learn more<\/h3><p>The Australian Government has published a\u00a0<a href=\"https:\/\/www.dss.gov.au\/sites\/default\/files\/documents\/12_2018\/disability-advocacy-fact-sheet.pdf\">Disability Advocacy fact sheet<\/a>. It explains:<\/p><ul><li>what disability advocacy is and why it\u2019s important<\/li><li>how to find an independent advocate.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-043add8 e-flex e-con-boxed e-con e-parent\" data-id=\"043add8\" data-element_type=\"container\" id=\"your-health-info\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-ad38b5e e-flex e-con-boxed e-con e-child\" data-id=\"ad38b5e\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-dae35ae elementor-widget elementor-widget-heading\" data-id=\"dae35ae\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Your Health Information<\/h2>\t\t\t\t<\/div>\n\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-84ec7d5 e-con-full e-grid e-con e-child\" data-id=\"84ec7d5\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-06891ee elementor-widget elementor-widget-text-editor\" data-id=\"06891ee\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h3>What happens to your health information?<\/h3><p>Castlemaine Health will create a health record for you when you become a client of our NDIS service. This record will contain:<\/p><ul><li>basic identification data<\/li><li>contact details<\/li><li>information for billing purposes<\/li><li>information about your condition and treatment given<\/li><\/ul><p>Each time you attend the service new information is added to your record. Some information may be recorded on our computer system. A paper history will be kept to record all relevant information about you.<\/p><h3>Why is this necessary?<\/h3><p>So that\u00a0each health care professional involved in your care has all the facts. Your previous history of care can help us identify which treatments are likely to be safe and effective for you. We rely on information you give staff to help us provide the best care and attention for you. Withholding relevant information may delay your treatment or put your health at risk.<\/p><h3>How is your information used?<\/h3><p>Your health information is shared among the health care professionals in your treating team. All staff at Castlemaine Health are bound by professional ethics and legal obligations. Our staff maintain the confidentiality of your information.<\/p><p>If you become an inpatient or experience a medical emergency, we will release your information to inform your medical care. This will only happen if the heath service treating you requests the information. In all other circumstances your written consent is needed to release your information.<\/p><p>Some of your information may be used to:<\/p><ul><li>help staff review the care they provide to ensure it is of the highest standard<\/li><li>plan future services and check that we are running an efficient service<\/li><li>study disease patterns or treatments offered<\/li><li>inform health research and planning<\/li><\/ul><p>Wherever possible this information will not identify you. Your permission will be sought if identification is necessary.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dc6c0c0 elementor-widget elementor-widget-text-editor\" data-id=\"dc6c0c0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h3>Our legal obligations<\/h3><p>The law requires that we release information in certain circumstances. These include:<\/p><ul><li>reporting specific diseases to Department of Health and Human Services and other health care organisations\u2019 databases<\/li><li>providing medical records to the courts when subpoenaed<\/li><li>reporting statistical information to the Department of Health and Human Services and other agencies<\/li><\/ul><p>No identifying details are included in these reports.<\/p><h3>How long is your information kept?<\/h3><p>Your information is stored securely. Only authorised staff can access it. It can only be destroyed according to standards set by the\u00a0<a href=\"https:\/\/prov.vic.gov.au\/\">Public Records Office of Victoria<\/a>.<\/p><h3>Accessing your information<\/h3><p>The Freedom of Information Act 1982 allows people access to their health records in most circumstances. All requests for access should be made via the Chief Executive Officer. A request form is available on\u00a0<a href=\"http:\/\/www.castlemainehealth.org.au\/about-us\/access-to-patient-information\/\">Castlemaine Health\u2019s website<\/a>. A fee is charged for this service.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-4216deb e-flex e-con-boxed e-con e-parent\" data-id=\"4216deb\" data-element_type=\"container\" id=\"ndis-commission\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-872a201 e-flex e-con-boxed e-con e-child\" data-id=\"872a201\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-66a7d94 elementor-widget elementor-widget-heading\" data-id=\"66a7d94\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">NDIS Commission<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9bd7bef elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"9bd7bef\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Understand more about the NDIS Commission and NDIS Code of Conduct\n<\/h3>\t\t\t\t<\/div>\n\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-3936978 e-con-full e-grid e-con e-child\" data-id=\"3936978\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6ed5d39 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"6ed5d39\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h3>What is the NDIS Commission<\/h3><p>The\u00a0<a href=\"https:\/\/www.ndiscommission.gov.au\/\">NDIS Quality and Safeguards Commission<\/a>\u00a0(the NDIS Commission) is an Australian Government agency.<\/p><p>It upholds the rights of, and promotes the health, safety and wellbeing, of people with disability receiving NDIS supports or services.<\/p><p>The NDIS Commission regulates providers of NDIS supports and services.<\/p><h3>What is their role?<\/h3><p>The NDIS Commission is there to:<\/p><ul><li>ensure providers and workers know and follow the rules for quality and safety<\/li><li>assist with, and respond to concerns, complaints and serious incidents<\/li><li>register and regulate NDIS providers Australia-wide<\/li><li>educate and inform NDIS service providers, workers, participants and people in the community about the NDIS\u00a0Commission\u2019s requirements for quality and safety.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-50654e0 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"50654e0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h3>What is the NDIS Code of Conduct?<\/h3><p>The\u00a0<a href=\"https:\/\/www.ndiscommission.gov.au\/about\/ndis-code-conduct\">NDIS Code of Conduct<\/a>\u00a0applies to all NDIS providers and workers. The code requires that NDIS providers:<\/p><ul><li>respect the rights of the person<\/li><li>deliver services competently<\/li><li>respect privacy<\/li><li>act with integrity<\/li><li>take action on quality and safety<\/li><li>prevent violence, neglect, abuse and exploitation<\/li><li>prevent sexual misconduct.<\/li><\/ul><h3>Learn more<\/h3><ul><li><a href=\"https:\/\/www.ndiscommission.gov.au\/participants\/participant-information-pack\">NDIS Participant Information Pack<\/a><\/li><li><a href=\"https:\/\/www.ndiscommission.gov.au\/participants\/participant-information-pack#paragraph-id-6298\">NDIS Participant Information Pack \u2013 Easy Read<\/a><\/li><li><a href=\"https:\/\/www.ndiscommission.gov.au\/resources\/language-and-formats\/aboriginal-torres-strait-islander-resources\/participant-information\">NDIS Commission Welcome Pack \u2013 Aboriginal and Torres Strait Islander<\/a><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-105c9fd e-flex e-con-boxed e-con e-parent\" data-id=\"105c9fd\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Information Pack Every person who becomes a client of our NDIS service receives an information pack The pack is individually tailored depending on the person\u2019s needs. The pack contains information to help support you, your family and carers in your NDIS journey. Your NDIS Information Pack has information about: Rights and Responsibilities Complaints Advocacy Your [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"site-sidebar-layout":"no-sidebar","site-content-layout":"","ast-site-content-layout":"full-width-container","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-3591","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Information Pack - Dhelkaya Health NDIS<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/dhelkayahealth.org.au\/ndis\/information-pack\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Information Pack - Dhelkaya Health NDIS\" \/>\n<meta property=\"og:description\" content=\"Information Pack Every person who becomes a client of our NDIS service receives an information pack The pack is individually tailored depending on the person\u2019s needs. The pack contains information to help support you, your family and carers in your NDIS journey. Your NDIS Information Pack has information about: Rights and Responsibilities Complaints Advocacy Your [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/dhelkayahealth.org.au\/ndis\/information-pack\/\" \/>\n<meta property=\"og:site_name\" content=\"Dhelkaya Health NDIS\" \/>\n<meta property=\"article:modified_time\" content=\"2025-07-23T05:20:46+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/dhelkayahealth.org.au\/ndis\/information-pack\/\",\"url\":\"https:\/\/dhelkayahealth.org.au\/ndis\/information-pack\/\",\"name\":\"Information Pack - Dhelkaya Health NDIS\",\"isPartOf\":{\"@id\":\"https:\/\/dhelkayahealth.org.au\/ndis\/#website\"},\"datePublished\":\"2025-05-29T04:42:49+00:00\",\"dateModified\":\"2025-07-23T05:20:46+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/dhelkayahealth.org.au\/ndis\/information-pack\/#breadcrumb\"},\"inLanguage\":\"en-AU\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/dhelkayahealth.org.au\/ndis\/information-pack\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/dhelkayahealth.org.au\/ndis\/information-pack\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"NDIS\",\"item\":\"https:\/\/dhelkayahealth.org.au\/ndis\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Information Pack\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/dhelkayahealth.org.au\/ndis\/#website\",\"url\":\"https:\/\/dhelkayahealth.org.au\/ndis\/\",\"name\":\"NDIS Services\",\"description\":\"NDIS Services Mount Alexander Shire\",\"publisher\":{\"@id\":\"https:\/\/dhelkayahealth.org.au\/ndis\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/dhelkayahealth.org.au\/ndis\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-AU\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/dhelkayahealth.org.au\/ndis\/#organization\",\"name\":\"Dhelkaya Health NDIS Services\",\"url\":\"https:\/\/dhelkayahealth.org.au\/ndis\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-AU\",\"@id\":\"https:\/\/dhelkayahealth.org.au\/ndis\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/dhelkayahealth.org.au\/ndis\/wp-content\/uploads\/2023\/12\/LOGO.svg\",\"contentUrl\":\"https:\/\/dhelkayahealth.org.au\/ndis\/wp-content\/uploads\/2023\/12\/LOGO.svg\",\"caption\":\"Dhelkaya Health NDIS Services\"},\"image\":{\"@id\":\"https:\/\/dhelkayahealth.org.au\/ndis\/#\/schema\/logo\/image\/\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Information Pack - Dhelkaya Health NDIS","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/dhelkayahealth.org.au\/ndis\/information-pack\/","og_locale":"en_US","og_type":"article","og_title":"Information Pack - Dhelkaya Health NDIS","og_description":"Information Pack Every person who becomes a client of our NDIS service receives an information pack The pack is individually tailored depending on the person\u2019s needs. The pack contains information to help support you, your family and carers in your NDIS journey. Your NDIS Information Pack has information about: Rights and Responsibilities Complaints Advocacy Your [&hellip;]","og_url":"https:\/\/dhelkayahealth.org.au\/ndis\/information-pack\/","og_site_name":"Dhelkaya Health NDIS","article_modified_time":"2025-07-23T05:20:46+00:00","twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"6 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/dhelkayahealth.org.au\/ndis\/information-pack\/","url":"https:\/\/dhelkayahealth.org.au\/ndis\/information-pack\/","name":"Information Pack - Dhelkaya Health NDIS","isPartOf":{"@id":"https:\/\/dhelkayahealth.org.au\/ndis\/#website"},"datePublished":"2025-05-29T04:42:49+00:00","dateModified":"2025-07-23T05:20:46+00:00","breadcrumb":{"@id":"https:\/\/dhelkayahealth.org.au\/ndis\/information-pack\/#breadcrumb"},"inLanguage":"en-AU","potentialAction":[{"@type":"ReadAction","target":["https:\/\/dhelkayahealth.org.au\/ndis\/information-pack\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/dhelkayahealth.org.au\/ndis\/information-pack\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"NDIS","item":"https:\/\/dhelkayahealth.org.au\/ndis\/"},{"@type":"ListItem","position":2,"name":"Information Pack"}]},{"@type":"WebSite","@id":"https:\/\/dhelkayahealth.org.au\/ndis\/#website","url":"https:\/\/dhelkayahealth.org.au\/ndis\/","name":"NDIS Services","description":"NDIS Services Mount Alexander Shire","publisher":{"@id":"https:\/\/dhelkayahealth.org.au\/ndis\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/dhelkayahealth.org.au\/ndis\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-AU"},{"@type":"Organization","@id":"https:\/\/dhelkayahealth.org.au\/ndis\/#organization","name":"Dhelkaya Health NDIS Services","url":"https:\/\/dhelkayahealth.org.au\/ndis\/","logo":{"@type":"ImageObject","inLanguage":"en-AU","@id":"https:\/\/dhelkayahealth.org.au\/ndis\/#\/schema\/logo\/image\/","url":"https:\/\/dhelkayahealth.org.au\/ndis\/wp-content\/uploads\/2023\/12\/LOGO.svg","contentUrl":"https:\/\/dhelkayahealth.org.au\/ndis\/wp-content\/uploads\/2023\/12\/LOGO.svg","caption":"Dhelkaya Health NDIS Services"},"image":{"@id":"https:\/\/dhelkayahealth.org.au\/ndis\/#\/schema\/logo\/image\/"}}]}},"_links":{"self":[{"href":"https:\/\/dhelkayahealth.org.au\/ndis\/wp-json\/wp\/v2\/pages\/3591","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/dhelkayahealth.org.au\/ndis\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/dhelkayahealth.org.au\/ndis\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/dhelkayahealth.org.au\/ndis\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/dhelkayahealth.org.au\/ndis\/wp-json\/wp\/v2\/comments?post=3591"}],"version-history":[{"count":2,"href":"https:\/\/dhelkayahealth.org.au\/ndis\/wp-json\/wp\/v2\/pages\/3591\/revisions"}],"predecessor-version":[{"id":3952,"href":"https:\/\/dhelkayahealth.org.au\/ndis\/wp-json\/wp\/v2\/pages\/3591\/revisions\/3952"}],"wp:attachment":[{"href":"https:\/\/dhelkayahealth.org.au\/ndis\/wp-json\/wp\/v2\/media?parent=3591"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}