What do we ask from you?

To help us provide the best possible support, we ask that you:

• Treat our workers with courtesy and respect.
• Share information that helps us understand your support needs.
• Let us know when your needs or circumstances change.
• Give us notice when you need to cancel or change a service, in accordance with your agreement.
• Work with us to maintain a safe and respectful environment.

Can I change my Service Agreement?

Yes. Your needs and choices matter.

If your circumstances, goals or support needs change, you can speak with our team about reviewing your Service Agreement.

We will explain the available options, discuss any proposed changes with you and document changes we both agree to.

What if I don't understand my Service Agreement?

You do not have to understand everything straight away.

Our team can explain your agreement in plain language, answer your questions and give you time to make decisions.

You can also involve a family member, support coordinator, advocate or another trusted person of your choice.

What if I have a concern or complaint?

We welcome your feedback, including when something isn't right.

You can raise concerns, ask questions or make a complaint without fear of being treated differently.

You can contact Kupa directly or seek assistance from an independent advocate or the NDIS Quality and Safeguards Commission.