Client rights
We exist to enhance lives—by working with people who have hearing and vision loss, so together we can redefine what’s possible.

This policy explains how we provide a service that promotes our clients’ legal and human rights and enables them to exercise choice and control according to their individual and cultural needs and preferences.
This policy applies to all NextSense employees, contractors and volunteers.
As part of their legal and human rights, NextSense clients have the right to:
Term | Definition |
Client | Includes the client’s support team, such as family, guardians or advocates. |
Dignity of risk | Each person’s right to make the choice to take risks. |
We want the NextSense experience to be great for everyone – for our clients as well as people who work for us. This policy explains clients’ responsibilities to help make their own and others’ experience as good as it can be.
This policy applies to all employees and all clients.
These are the things we ask you, our clients, to do:
Term | Definition |
Client | People who receive our services and may include their families, carers and other people who support them. |
Employees | Salaried staff, casuals, contractors, volunteers and students of NextSense. |
NextSense complies with Australian Privacy Principles (APP). NextSense ensures:
This policy applies to all NextSense, with relation to all clients, employees and donors.
There are a range of consequences for breaches of this policy depending on the nature and seriousness of the matter. Should any breach be identified, NextSense complies with the requirements for data breaches as defined by the Office of the Australian Information Commissioner.
Each client of NextSense has the right to access supports that respect their culture, diversity, values and beliefs.
All clients have the right to equal access to resources and services that are appropriate to them, and to equity in the outcome of the services provided. This applies to clients from culturally and linguistically diverse (CALD) backgrounds, Aboriginal and Torres Strait Islander (ATSI) backgrounds, and any clients from specific populations regarding age, gender, disability, faith and sexual orientation.
This policy applies to all services at NextSense. All services are aware of and sensitively respond to client culture, diversity, values and beliefs.
NextSense considers the issues of culture and diversity in the delivery of programs and services.
This policy explains how NextSense services staff help clients be included and participate in community life in ways that are meaningful to them.
This policy applies to all services staff.
NextSense supports and respects the rights of clients to participate and be actively included in the community and support networks in the way they choose. We aim to develop connections with the broader community to promote opportunities and options for clients to engage in community activities and develop social relationships with other members of the community who share their interests.
Staff are encouraged to develop and maintain links with other community service providers and regularly participate in professional and inter-agency associations and community engagement activities.
Staff and volunteers are given training to help them understand, respect and act in the interests of clients. Services staff work with clients and support them to:
NextSense requests feedback from clients to understand their needs in accessing and participating in their chosen community and activities.
In early childhood services we recognise that the family has central importance for child development, therefore we:
Term | Definition |
Client | Where relevant the term ‘client’ includes the client’s family or carer. |
This policy explains NextSense's responsibility to support and promote advocacy for clients.
This policy applies to all services staff.
NextSense recognises that our clients are entitled to be represented by an advocate when dealing with us or to act as advocates for themselves. We also advocate with and on behalf of our clients and families and see this as part of our role in supporting our clients. We work towards open and productive working relationships with our clients and recognise there may be times when a client wants to engage an advocate to make sure their view is effectively communicated and their needs are met.
We include advocacy information on our website and in our promotional materials to help increase awareness of advocacy resources.
Term | Definition |
Client | Includes the client’s family and support network. |
This policy describes how client cancellations are managed. NextSense acknowledges that clients and their families face multiple demands on their time. Appointments may need to be cancelled on occasion. An external version of this policy (refer to references section) is provided to clients to make sure they make the most of their access to NextSense services in order to meet their goals.
This policy applies to all client services.
Clients must provide 24 hours’ notice of cancellation of an appointment or a cancellation fee will apply.
NextSense sends out reminder texts and/or emails 48 hours before scheduled appointments.
Appointments cancelled with less than 24 hours’ notice or with no notice given (do not show) will be charged 100% of the value of planned supports, including any travel for the session. NextSense determines the cancellation fee and policy from the requirements of the NDIS Price Guide. The most recent price guide must be used.
When NextSense processes the cancellation, the session is charged to the client with a note that it was a cancellation. This is a direct claim against the client’s NDIS funding and the NDIA is notified of the cancellation through the claim.
NextSense may waive up to two cancellation or no-show fees. There may be extenuating circumstances in which cancellation charges may be waived by a service manager. It must be explained to clients that if cancellation fees are waived, the NDIA does not have visibility of the cancelled sessions. Future NDIS planning and funding may be impacted.
If clients regularly miss or reschedule appointments, they must be contacted to determine how NextSense can best support them or adjust the schedule of appointments. The NDIA must be notified if a client has an unusual number of cancellations.
NextSense will give clients as much notice as possible regarding appointment changes. If an employee is unwell, the client will be contacted as soon as possible with an offer of a different employee (where appropriate) for the appointment. Alternatively, the client may choose to reschedule the appointment with the original employee.
This policy explains why feedback is important and how we deal with it at NextSense.
This policy applies to all NextSense employees, volunteers and contractors. It covers feedback from our clients, employees, volunteers, contractors, stakeholders and members of the public.
NextSense welcomes compliments, suggestions and complaints to ensure we continually improve the way we do things.
We address all feedback in a way that ensures access and equity, fairness, accountability and transparency with the goal of achieving a positive outcome for all parties.
We encourage people providing feedback to be supported by their family, carer, advocate and other accessibility supports, such as interpreters.
There may be cases where a complaint cannot be investigated and still be kept confidential. In these cases we will consult with the person making the complaint about if, and how, they would like us to continue with the investigation.
Term | Definition |
Procedural fairness | Procedural fairness is a legal principle that ensures fair decision making and requires:
|
NextSense services support clients to make service choices based on their individual needs and goals. Services are designed collaboratively with the client/family/carer.
This policy applies to all NextSense services departments.
This policy outlines how we make it easy for clients to enter and exit our services.
This policy applies to all services except schools and pre-schools.
We provide services for clients who are deaf/hard of hearing and/or blind or have low vision. All services provided are fair and non-discriminatory. Information is communicated to clients using the language, mode of communication and terms that they are most likely to understand.
Clients accessing NextSense services have one point of entry through the client care team who respond to and triage all enquiries and distribute them to relevant services for action.
Services are planned and delivered around client needs.
We help clients use their NDIS and other funding effectively. As a charity we work with clients who do not have access to funding to provide services. There is also the option to access our services as fee paying clients.
We have a duty of care to provide clinical services and therapy that meet Australian standards for healthcare, safety and disabilities services.
Each client and/or their family/carer work with us to develop their own plan that meets their needs, goals and preferences. This is outlined in a service agreement between NextSense and the client. All costs are clearly defined in the agreement.
We are committed to providing relevant, high-quality services to clients of all ages and cultural backgrounds who are deaf/hard of hearing and/or blind or have low vision. We are not-for-profit and as such are committed to supporting the community by giving access, delivering services and linking with partners to enable clients to fulfil their potential.
If we are not the most appropriate service to support a client, we will help clients access other services that better meet their needs. We will also support clients by providing the information they need when leaving our services.
This policy describes why NextSense staff sometimes travel to provide supports and how we set and update the charges for provider travel.
This policy applies to all employees travelling to provide supports to clients funded by the NDIS, and to all clients receiving supports funded by the NDIS where NextSense employees travel to provide the support. It also applies to fee-paying clients.
NextSense provides supports in convenient locations across Australia or through videoconferencing technology. We recognise the best practice in early intervention is to deliver supports in the natural environment. Clients may also choose to receive supports in a place that best suits them. As a result, we may agree with the client to provide some supports in their home or local community. This involves the NextSense consultant travelling from their usual place of work to deliver the support.
We may make changes to the amount we charge for travel if the NDIS Price Guide and NDIS Support Catalogue change. We will inform clients of any changes before we start charging the new amount.
This policy establishes the importance of providing safe and protective environments for young people who receive services from NextSense. Its intent is to:
This policy applies to all employees, including volunteers and contractors, in all states and territories where NextSense provides services.
The safety, protection and wellbeing of young people is a community responsibility. It is of paramount importance to NextSense , which provides specialist services to young people with a wide range of visual, auditory and cognitive abilities.
NextSense aspires to a standard of excellence in the provision of services to the community in a professional, compassionate and respectful manner. Protecting the confidence of clients, students, and families, as well as the organisation’s reputation, is of critical importance to the realisation of the NextSense mission.
Under common law, employees always owe a duty of care to children under their supervision. This requires employees to take reasonable steps to ensure that children are not harmed and are protected from possible risks of harm.
Protection means:
A summary of the legal requirements is included in Appendix 1. They can be grouped as:
incidents of harm, or potential harm. Approved providers of services to NDIS participants must:
The NextSense NDIS Incident management and reportable incidents procedure should be read in conjunction with this policy as it provides a more detailed explanation of legal obligations specific to the NDIS.
While much of the relevant legislation is restricted to employees who interact directly with young people during their everyday work, the NextSense commitment to excellence requires a more inclusive degree of compliance than the minimum prescribed by legislation. To this end all NextSense employees must:
Term | Definition |
Child or Young Person | NextSense considers all people under the age of 18 years, and people 18 years or older if they are currently enrolled in a NextSense school, to be young people for whom Child Protective measures must be extended. |
Employee | Staff, volunteers, contract workers, tertiary students and trainees, are to be considered employees of NextSense for the purposes of implementing child protection measures. |
Mandatory reporter | All NextSense employees are to be considered mandatory reporters, irrespective of whether their normal work involves direct interaction with children. |
Manager | The person to whom an employee with concerns for a child’s welfare must report in the first instance. For a school – the Principal or Head of Education For a preschool – the Director or Head of Education For other services – the Service Manager or NextSense Manager as defined within specific NextSense procedures. |
Emotional abuse | Can result in serious psychological harm, where the behaviour of their parent or caregiver damages the confidence and self-esteem of the child or young person, resulting in serious emotional deprivation or trauma. |
Physical abuse | A non-accidental injury or pattern of injuries to a child caused by a parent, caregiver or any other person. It includes but is not limited to injuries which are caused by excessive discipline, severe beatings or shakings, cigarette burns, attempted strangulation and female genital mutilation. |
Neglect | The continued failure by a parent or caregiver to provide a child with the basic things needed for his or her proper growth and development, such as food, clothing, shelter, medical and dental care and adequate supervision. |
Sexual abuse | When someone involves a child or young person in a sexual activity by using their power over them or taking advantage of their trust. Often children are bribed or threatened physically and psychologically to make them participate in the activity. Child sexual abuse is a crime. |
Each state and territory has a governing Child Protection or Child & Young People Act. This specifies the circumstances when suspicions of child abuse or neglect are to be reported to Child Protection Authorities.
Mandatory Reporters are people employed in the delivery of services to young people, including health care, education and welfare. Definitions are generally restricted to people dealing directly with young people daily, whether paid or voluntarily, and include those in managerial positions. At NextSense this includes all teachers, therapists and consultants.
Mandatory reporters have an obligation to report known or suspected cases of child abuse, or neglect, to external Child Protection Authorities. There must be "reasonable grounds" for believing or suspecting that a child is at risk of harm, but reasonable grounds does not require confirmation or clear proof. Reasonable grounds can be based on:
Some States and Territories require the degree of "harm" to be "significant" to be reportable to external authorities. There are online tools or publications to aid with this. NextSense procedures will vary depending on the state or territory in which the incident occurs. In all cases, unless otherwise advised by Child Protection authorities, an internal investigation of an incident must cease once reported to Child Protection Authorities. There must be no discussion with the young person’s carers or guardians regarding the matter.
Failure to report is a prosecutable offence. Harm includes:
Reportable Conduct law in NSW, Victoria, and the ACT requires the reporting of:
Convictions include a finding of guilt by a court, even if the court exercised discretion and did not proceed to a conviction.
Reportable conduct includes:
State and territory authorities can monitor internal investigations into any allegations, as well as review findings and proposed actions. In some cases, the designated authority can conduct the investigation itself, or make recommendations for the internal handling of an allegation.
Procedures for preventing and responding to allegations of reportable conduct must be monitored by the designated authority.
This document provides a framework for internal and external recruitment. Recruitment processes are professional, fair and equitable in accordance with relevant legislation.
This policy applies to all NextSense employees involved in recruitment activities.
This policy discusses recruitment and probity in employment at NextSense.
Candidates and NextSense employees must report any breach or concerns about a breach of this policy to their manager or hiring manager. If they are not comfortable with this, they must report to People & Culture. People & Culture will assess the seriousness of any alleged breaches.
This document informs NextSense employees of the standards of behaviour and other requirements that must be adhered to when working with children and vulnerable people.
NextSense will ensure children and vulnerable people in its care are safe and secure. This is consistent with our mission and values and complies with legislative obligations. This document will:
This document is to be read in conjunction with the NextSense Code of Conduct and Ethics policy and related procedures (see References).
This document is not exhaustive and does not identify every potential scenario of concern in the workplace.
The document applies to all employees engaged to work at, or provide services to, NextSense. ‘Employee’ refers to:
The policy also applies to all employees conducting business and/or activities on behalf of NextSense. Adherence to this policy is required by NextSense employees in all states and territories and applies to both national and international operations.
Employees must be familiar with and comply with child and vulnerable people protection legislation as it varies over time. The specific legislation that applies to an employee will depend on the state or territory in which the employee works. If an employee is in doubt as to which child protection legislation is applicable, they should seek advice from:
Failure to comply with the child and vulnerable people protection responsibilities and the obligations required by legislation, or this document, will result in disciplinary action being taken, including:
If an employee becomes aware of a possible breach of this document or legislation by another employee they must report this to their Manager or to the Quality and Risk Manager. Failure to do so may result in disciplinary action.
An employee must legally take reasonable care for their own safety and the safety of all others that they encounter as part of their engagement with NextSense. These obligations arise from the specific role and responsibilities of the employee and may include (but are not limited to) the following:
The standard of care required must consider various factors, such as a child or a vulnerable person’s maturity, ability and circumstances. Duty of care applies during all activities and functions conducted or arranged by NextSense where children or vulnerable people are in the care of employees. Employees must assess and manage the risk associated with any activity before going ahead.
Actual harm, or potential to cause significant harm to a child or a vulnerable person, caused by:
may constitute misconduct, neglect or negligence and/or a breach of this policy.
Employees must not put themselves in a position that may create a risk of an allegation of a child or vulnerable person protection nature being made. For example, employees must not:
Employees must act professionally and appropriately when dealing with children and vulnerable people and others. This includes using appropriate language and tone. Rude or insulting behaviour, including
Employees must not engage in inappropriate physical contact, or act in ways that may cause a child or a vulnerable person to reasonably fear that unjustified force will be used against them. Examples of inappropriate physical contact include (but are not limited to):
Examples of conduct that involves the reasonable use of physical contact for exercising appropriate control over a child or vulnerable person include (but are not limited to):
When correcting or disciplining a child or vulnerable person, employees consider what is reasonable or appropriate for the situation and the child or vulnerable person’s maturity, ability and circumstances. Discipline is excessive if it is inconsistent with a child or a vulnerable person’s behaviour. Examples of ill-treatment include (but are not limited to):
For a child or vulnerable person, employees must not purchase, offer, supply, give, administer, condone or encourage the use of:
Employees must act professionally and appropriately when dealing with children, vulnerable people and others. This includes maintaining appropriate professional boundaries.
may constitute misconduct, sexual misconduct and/or a breach of this policy.
Employees must not behave in a way that could be perceived as an inappropriate with a child, a group of children, or with a vulnerable person or people.
An employee who is unsure about the appropriateness of a relationship with a child or vulnerable person or their family, must disclose it to the Quality and Risk Manager, Head of Education, Director of Services or the Chief Executive of NextSense.
Employees must not engage in grooming behaviour. This involves a pattern of conduct that is consistent with preparing a child or vulnerable person for sexual activity. Examples of grooming behaviours include:
If there are reasons for an employee to communicate with children or vulnerable people or their families using electronic information and communication technology for reasons other than work purposes, it is important to discuss this with and gain the approval of the Quality and Risk Manager or the Chief Executive of NextSense.
Employees must not make sexually explicit comments or engage in other sexually overt or implied behaviour towards or in the presence of children or vulnerable people. Such behaviour may constitute sexual misconduct. Examples of sexual behaviours include:
Employees must not have an intimate, romantic or sexual relationship with any child or vulnerable person who is under their care or supervision regardless of their age. It is irrelevant whether the relationship is consensual, non-consensual, known to or condoned by parents, guardians or caregivers.
Employees must not commit a sexual offence. This encompasses all criminal offences involving a sexual element that is committed against, with or in the presence of a child or vulnerable person.
Extreme care must be taken in any relationship between an employee and a former client, even if the client is currently over 18 years of age. A personal or sexual relationship with a former client may be considered sexual misconduct if it is considered that the employee used his/her position to develop and/or maintain an inappropriate personal or intimate relationship with the person when they were a client of NextSense.
Employees required to have a WWCC and do not have a current clearance, or are barred from working with children, cannot continue to be engaged in child-related work. Consequently, their employment or engagement with NextSense may be terminated.
Employees who work with vulnerable people are required to have a criminal check. If the result is unsatisfactory, they cannot continue to be engaged in working with vulnerable people. Consequently, their employment or engagement with NextSense may be terminated.
The working with children check/criminal check must be current for the state or territory in which the employee is required to work.
To satisfy reporting and notification requirements under the law, including:
See Mandatory Reporting Procedures.
In line with NextSense's values, employees must notify NextSense of certain matters of concern, including:
NextSense will determine if reporting or notification needs to be made to the relevant authority, and/or the police.
Employees must maintain confidentiality in relation to any matters of a child or vulnerable person protection nature and only discuss the matter with those required to be notified or reported to. Where an employee is in doubt as to the requirements of confidentiality, they should seek advice from their Manager or the Quality and Risk Manager.
Employees must not take detrimental action against a complainant or person who reports information as required by legislation and this document. Such action is unlawful, may be regarded as serious misconduct and may result in disciplinary action, including termination of employment.
An employee must maintain appropriate records and data in relation to their professional practice in the care and protection of children and vulnerable people (see Case notes standard and Management of client record policy). Records may include:
An employee must keep concurrent records of any disclosure, observations and discussions regarding a child or vulnerable person protection matter, including any alleged breach of this document. These records must be kept in a secure location as provided for by NextSense .
Allegations of a child or vulnerable person protection nature against an employee will be investigated and dealt with in line with NextSense Policy and Legislation.
Term | Definition |
Child or children | Any person under the age of 18 years. |
Vulnerable person | Any person aged 18 years and above who is or may be unable to take care of themselves or is unable to protect themselves against harm or exploitation by reason of age, illness, trauma or disability, or any other reason. |
WWCC | Working with Children Checks |
This policy describes NextSense's responsibilities for preventing and managing incidents.
This policy applies to all services except Education who have their own policies.
At NextSense we aim to prevent incidents by having robust systems for:
However, if incidents (see definition) do occur we are responsible for identifying, responding to, and managing them. Incidents are investigated by employees or contractors trained in incident investigation.
We always respect and respond to our clients’ needs, privacy and values to support their safety and wellbeing. This includes during an incident to prevent any further harm and during reporting, investigation and resolution. Investigations follow the principle of procedural fairness for all people involved.
All incidents are different so the level of investigation, if any, and action will depend on the harm caused and the risk of future harm.
All incidents and related investigations and actions are recorded and tracked in our Incident Management System.
Any incident is viewed as an opportunity for learning: to eliminate causes of incidents and to improve our service and systems so incidents are prevented. We will also review the Incident Management System each year to assess if it is effective and accessible for clients and to look for any systematic issues or causes of incidents.
Reportable incidents which involve a client receiving services funded by the NDIS will be reported to the NDIS Commission following our ‘NDIS incident management and reportable incidents procedure’ (PRD00027). This includes reporting the incident to the police under mandatory reporting requirements or where criminal behaviour has occurred or is alleged or suspected. Reportable incidents which involve clients who are not funded by the NDIS will be reported to the relevant authority, such as the police and/or medical authorities following our "Reportable conduct procedure" (PRD00002).
Term | Definition |
Incident |
|
Reportable incident | For an incident to be reportable it needs happen (or allegedly happen) in connection with the provision of supports or services. This includes:
It covers incidents that:
|
Procedural fairness | Procedural fairness is a legal principle that ensures fair decision making and requires:
|
NDIS incident management and reportable incidents procedure (PRD00027) – pending.
Reportable conduct procedure (PRD00002) – pending.