The Quality roadmap describes the elements of the NDIS market that drive and indicate quality supports and services for people with disability.
What quality means
'Quality' is the measure of how well the support delivered by a provider meets or exceeds a participant’s needs and expectations, and the relevant NDIS requirements.
Delivering quality support is complex and influenced by several related factors:
- individual participant experience and definition of quality
- exercising choice and control
- the right to dignity of risk.
Drivers of quality
Participants’ choices, preferences, and feedback shape the NDIS market, driving diversity, innovation, and quality improvements.
1. Choice and control
Participants’ individual preferences and needs shape the demand for person-centred, responsive services.
2. Consumer voice
Complaints, feedback and other mechanisms to uphold participant rights and self-determination contribute to the overall quality and accountability of the market.
3. Diverse markets
Strong, diverse and responsive markets drive tailored high quality and safe supports.
4. Demand for innovation
Participants' unique needs and goals drive innovative solutions and expanded service offerings.
Features of quality
As informed consumers, participants have the flexibility to choose and influence the supports they receive to best meet their needs.
1. Empowered participants
Participants are empowered to grow and to make informed decisions. Participants have freedom and choice of their service providers, support workers, and the types of services they receive.
2. Skilled workforce
Skilled and knowledgeable workforce with appropriate qualifications, training, experience, and attitudes.
3. Quality relationships
Quality support is delivered when participant’s authentic voice is at the centre of all decisions, creating trusting and safe relationships.
4. Culture and capability
Supports are flexible, responsive, rights based and demonstrate a commitment to continuous improvement.
5. Collaboration and coordination
Participants, service providers and stakeholders work together to achieve participant goals.
Diagram: How drivers and features support quality
NDIS Commission quality roadmap
Email irp@ndiscommission.gov.au for enquiries about the NDIS quality framework.
Research into factors that impact the quality of supports
The NDIS Commission consulted with participants, their advocates, providers, workers and agencies to get insights into what influences the quality of NDIS funded supports and services. The result is a series of insights reports which cover:
- what participants consider a quality service
- what workers should and shouldn’t do
- what makes participants feel safe
- how participants choose workers or providers.
Quality and consumer information insights reports:
- What we have heard
- Worker quality
- Provider quality
- Safety and engaging services
- Safety and the complaints process
- Information
- Choice.
An Easy Read: Quality and consumer information guide is also available.