Overview of the NDIS Operational Guideline - Communicating with people with disability

6. Communicating with people with disability

The contents of any notice, approved form or information given to people with disability under the NDIS Act must be explained to the person to the maximum extent possible. This must be in the language or mode of communication and terms which the person with disability is most likely to understand (section 7(1)).

Wherever reasonably practicable, the explanation will be provided orally as well as be available in writing (section 7(2)).

6.1 Supported decision making

Some people with disability may wish to be supported when they make decisions, including decisions relating to the NDIS. The NDIA will support the person in the decision making process which may involve a range of approaches, including:

  • acknowledging and facilitating the role of the person's existing support network already available to reinforce the person's capacity to determine their best interests and make decisions for themselves;
  • acknowledging and respecting the role of advocacy in representing the interests of people with disability;
  • maintaining a person-centered approach. Supported decision making is decision making by or with the person with disability, not for or on behalf of the person. The NDIA will encourage participants to source their own information around a matter for decision that affects them;
  • providing information, such as explaining to a participant the context or consequences of a decision under the NDIS; and
  • helping a person to develop the capacity to make independent decisions.

Supported decision making is different to a nominee making a decision for a participant. Supported decision making is where a person makes a decision by themselves with some level of support or assistance from other people. Nominee arrangements involve a nominated person (the nominee) making decisions on behalf of the participant.

Nominees have strict obligations that they must abide by, including supporting the participant to make their own decisions where possible. See Operational Guideline – Nominees for further information on nominees.

See also Operational Guideline – Child Representatives.

6.2 Charter of Service

The Charter of Service outlines the NDIA's service commitments and the standards the public can expect when dealing with the NDIA. It also provides information on how people can provide feedback or raise concerns with the NDIA.

This page current as of
16 July 2019
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