Governance & Policies
Good governance is part of good support. We are committed to operating with integrity, transparency and accountability across Newman and the Pilbara.
Governance & Policies
Good governance is part of good support. We are committed to operating with integrity, transparency and accountability across Newman and the Pilbara.
Good governance is part of good support.
Trust isn't built by simply having policies. It's built by being clear about our responsibilities, protecting people's rights, listening when something isn't right and being accountable for the way we work.
At Kupa, we are committed to operating with integrity, transparency and accountability. Our governance framework supports the safety, rights, privacy and wellbeing of the people we support and helps us continually strengthen the quality of our services.
We've made some of our key policies, guides and governance information available here so you can easily understand your rights, our responsibilities and what you can expect from Kupa.
Your Rights. Our Responsibilities.
Explore key documents, plain-English guides, and easy-read versions designed to ensure total clarity and peace of mind.
Your Rights & Responsibilities
Know your rights. Know what you can expect from us.
Understand your rights when receiving support from Kupa, including dignity, respect, choice, privacy, safety and having a voice in decisions about your support.
Service Agreements Explained
Understand what you're agreeing to.
Your Service Agreement should be clear and understandable. This guide explains what your agreement covers, including your supports, agreed costs, cancellations, changes and how the agreement can end. We encourage you to ask questions and make sure you're comfortable before agreeing to anything.
Complaints & Feedback
Your voice matters — especially when something isn't right.
Tell us what we're doing well, where we can improve or if you have a concern about your support. You can make a complaint without fear that it will negatively affect the services you receive from Kupa.
Privacy & Your Information
Your information deserves to be protected.
Learn how Kupa collects, uses, stores, shares and protects personal information and the choices you have regarding your information.
Safeguarding & Participant Safety
Everyone has the right to feel safe.
Our approach to safeguarding is designed to protect the rights, dignity and wellbeing of the people we support and to prevent and respond appropriately to abuse, neglect, exploitation and harm.
Code of Conduct
The standard we expect from our people.
Everyone representing Kupa is expected to act with integrity, professionalism and respect and to uphold the rights, dignity and safety of the people we support.
Whistleblower Policy
Speaking up should feel safe.
Our Whistleblower Policy explains how serious concerns can be raised confidentially, how those concerns are handled and the protections available to people who speak up.
Accessibility
Information should be accessible to everyone.
We are committed to making our services, information and digital experiences as accessible and inclusive as possible. If you need information in another format or require assistance accessing something on our website, please contact us.
Governance Statement
How we hold ourselves accountable.
Learn about how Kupa is governed, how responsibilities are structured and how we oversee areas including service quality, safeguarding, risk, workforce capability and organisational sustainability.
More Than Documents
Policies matter, but what matters even more is how they are lived every day.
We want the people we support, their families, our team and our community to feel confident asking questions, challenging decisions, providing feedback and holding us accountable.
If something isn't clear, ask us.
We are always ready to explain anything in plain language or talk through any part of your support plan.
If something doesn't feel right, tell us.
Your safety and comfort are our highest priority. We will listen respectfully and take immediate action.
If we can do something better, we want to know.
Continuous improvement is built into our daily culture. Your feedback makes our services stronger.
Have a concern or want to give feedback?
We're listening. Your feedback is confidential, respected and helps us improve.
About Us
Our Story & Philosophy
From our Shona origins meaning "to give" to our relational Newman roots.
Our Team & Leadership
Dedicated professionals living, working and caring in regional WA.
Our Commitment to You
Six non-negotiable promises guiding everyday action and trust.
Governance & Policies
Transparent standards, participant safeguarding and continuous improvement.
1 1. Individual Rights & Dignity
Each participant has the right to respect, personal dignity, and freedom from discrimination, abuse, neglect, and exploitation.
Kupa upholds the United Nations Convention on the Rights of Persons with Disabilities (UNCRPD) and the Australian Human Rights Commission principles across every service interaction.
Participants are supported to maintain their personal relationships, cultural ties, and community connections without impediment.
2 2. Choice, Control & Self-Determination
Participants have full sovereignty over their support plans, delivery schedules, choice of support workers, and personal goals.
Support planning is conducted collaboratively, centering the participant and their appointed nominees, families, or advocates.
Participants have the right to request a change of support worker or adjust support routines at any time without fear of penalty.
3 3. Privacy, Confidentiality & Dignity of Risk
Participant personal and sensitive information is protected in accordance with the Privacy Act 1988 (Cth) and Australian Privacy Principles (APPs).
Kupa acknowledges and respects each participant’s right to make choices that involve reasonable and informed risk (Dignity of Risk) to pursue autonomy and meaningful life experiences.
4 4. Participant Responsibilities
To treat Kupa support workers and staff with mutual respect and courtesy.
To inform Kupa in reasonable advance if scheduled support times need to be changed or cancelled.
To provide accurate information necessary for the safe delivery of support services.
To maintain a safe environment during home-based support visits.
1 1. You have the right to respect
You are an important person.
We will always treat you with dignity, fairness and kindness.
We will listen to your culture, values and what matters to you.
2 2. You have the right to choose
You decide how you want to live your life.
You choose what supports you want and when you want them.
You can change your mind at any time.
3 3. You have the right to feel safe
Everyone has the right to be safe from harm, abuse and neglect.
Our workers are trained to keep you safe and supported.
If you do not feel safe, tell us right away and we will help you.
4 4. You have the right to privacy
Your personal information is kept safe and confidential.
We only share your information if you say it is okay, or if the law requires it.
5 5. You have the right to speak up
You can tell us what you like or what we can do better.
Making a complaint will never change the care and support you receive from us.
1 1. Purpose of the Service Agreement
The Service Agreement establishes a clear, mutual understanding of the supports to be delivered, the funding categories utilized, and the expected standards of service.
It ensures transparent communication between Kupa, the participant, and their plan manager or support coordinator.
2 2. Support Schedule & Costing
All supports are priced strictly within the limits set out by the current NDIS Pricing Arrangements and Price Limits.
Kupa does not charge above the NDIS cap, and all item numbers are itemized transparently in monthly invoices or NDIS portal claims.
3 3. Cancellations & Rescheduling
If you need to cancel a shift, please provide as much notice as possible so we can notify your support worker.
Kupa adheres to the NDIS Short Notice Cancellation rules (currently 7 clear business days), but works compassionately with participants facing unforeseen emergencies.
4 4. Changes & Ending the Agreement
Either party may terminate or request variations to the Service Agreement with 14 days written notice, or immediately if safety concerns arise.
Any agreed variation must be signed or confirmed in writing by both parties.
1 What is a Service Agreement?
A Service Agreement is a written agreement between you and Kupa.
It explains what support Kupa will give you and what it costs.
It explains your rights and what happens if something changes.
2 What is in your agreement?
The exact days, times, and types of supports you choose.
The NDIS price limit for each support (no hidden fees).
How to cancel or reschedule a shift if you need to.
How either you or Kupa can finish the agreement if you wish.
3 You can ask questions
Do not sign anything until you understand and feel completely comfortable.
You can have a family member, friend, or advocate look at it with you.
1 1. Our Open Door Commitment
Feedback and complaints are essential to how we maintain quality and accountability.
Any participant, family member, advocate, or community member has the absolute right to make a complaint without fear of retribution, loss of support, or negative consequences.
2 2. How to Make a Complaint
In person: Speak directly with any Kupa staff member or manager.
By phone: Call our leadership team on +61 451 060 157.
By email: Send written details to info@kupaservices.com.au.
Online: Use our secure feedback and complaint form on this website.
3 3. Resolution Timeframes
Acknowledgement: Within 2 business days of receipt.
Investigation: Handled with impartiality, discretion, and participant involvement.
Outcome & Communication: Written resolution and remedial actions within 14 business days.
4 4. External Escalation (NDIS Quality & Safeguards Commission)
If you are not satisfied with Kupa’s internal resolution, you can contact the NDIS Quality and Safeguards Commission directly at 1800 035 544 or visit www.ndiscommission.gov.au.
1 1. Kinds of Information We Collect
We collect participant identification, contact details, emergency contacts, NDIS plan details, medical and support history, and risk assessments necessary for delivering safe and effective supports.
We only collect sensitive health information with explicit informed consent.
2 2. How Information is Stored & Secured
Participant information is stored in encrypted, Australian-hosted cloud databases with strict role-based access permissions.
Physical records are stored securely in locked offices in Newman and destroyed according to statutory retention schedules.
3 3. Disclosure & Sharing
We do not sell, rent, or disclose participant records to commercial third parties.
Information is only shared with health professionals, plan managers, or the NDIS Commission with participant consent, or where required by Australian law.
4 4. Accessing or Correcting Your Data
Participants or their authorized representatives have the legal right to request access to their records or ask for inaccuracies to be amended at any time.
1 Why we collect your information
Kupa Service Provider collects personal and health information directly from you or your representative to assess your support needs, provide disability support services, coordinate NDIS claims, and ensure your health and safety.
2 Consequences of not providing information
Providing your information is voluntary, but withholding essential details may restrict our ability to design a safe, tailored support plan or deliver specific services.
3 Contacting our Privacy Officer
If you have questions about this statement, please email info@kupaservices.com.au or write to Kupa Service Provider, PO Box 368, Newman WA 6753.
1 1. Zero Tolerance Approach
Kupa maintains a strict, zero-tolerance policy towards abuse, neglect, exploitation, violence, or discrimination of any kind.
All staff are rigorously vetted, including current NDIS Worker Screening Checks, National Police Certificates, and comprehensive reference checks before commencing shifts.
2 2. Mandatory Reporting & Incident Management
Staff are legally and ethically mandated to report reportable incidents immediately to management and the NDIS Quality and Safeguards Commission within statutory deadlines (24 hours for critical incidents).
Every incident triggers an immediate safety response, support for affected participants, and a root-cause review.
3 3. Restrictive Practices
Kupa is committed to the elimination and reduction of restrictive practices. Any regulated restrictive practice must be authorized by a registered behaviour support practitioner and approved through formal panels.
1 1. Integrity, Honesty & Professionalism
All workers must act with honesty, fairness, and transparency in all dealings with participants, families, and colleagues.
Workers must never accept gifts, money, or personal benefits from participants or their families.
2 2. Respect for Participant Rights & Dignity
Workers must support individual autonomy, listen actively, and respect the cultural, spiritual, and personal values of every participant.
Language and interactions must always be courteous, professional, and empowering.
3 3. Professional Boundaries
Clear boundaries between personal and professional relationships must be maintained at all times to protect the emotional and physical safety of all parties.
1 1. Purpose & Protection
This policy enables employees, contractors, volunteers, and participants to report reportable conduct (such as illegal acts, safety hazards, fraud, or serious breaches of policy) confidentially.
Whistleblowers are protected from victimization, dismissal, harassment, or disadvantage under the Corporations Act 2001 (Cth).
2 2. How Reports are Handled
Disclosures can be submitted anonymously or directly to Kupa’s appointed Whistleblower Protection Officer.
All disclosures undergo an independent, thorough investigation with findings delivered to the executive leadership team.
1 1. Digital Inclusivity Standards
Kupa is committed to providing a website and communications that are accessible to everyone, including people using screen readers, keyboard navigation, or high-contrast viewing modes.
Our web interfaces aim to meet Web Content Accessibility Guidelines (WCAG 2.1 Level AA).
2 2. Alternative Formats
We can provide any of our published policies, participant guides, or service agreements in alternative formats, including Easy Read, large print, plain text, or audio recordings.
1 1. Governance Structure
Kupa is led by an executive management team and guided by clinical, quality, and community advisory mechanisms.
Clear reporting lines ensure full accountability from frontline support workers through to senior executive leadership.
2 2. Quality & Risk Oversight
Regular audits of service delivery, participant satisfaction surveys, and safety reviews ensure continuous compliance with the NDIS Practice Standards.
An enterprise risk register is maintained and reviewed quarterly to proactively identify and mitigate operational, clinical, and safeguarding risks.
3 3. Workforce Capability & Culture
Continuous professional development, trauma-informed care training, cultural safety education, and regular 1-on-1 supervision support our team in delivering exceptional regional care.