Our commitment to you
Carpentaria is committed to delivering innovative and flexible services to empower people to thrive and live a great life.
How we work
Carpentaria delivers a broad range of disability services in the Northern Territory and our team of trained professionals work collaboratively across programs and with external stakeholders. As a not-for-profit, for-purpose service provider, participants are always at the centre of what we do and are offered choice, flexibility and control in the selection and delivery of services. Our multi-disciplinary approach enables us to focus on individual outcomes and to quickly respond to and resolve issues, something that is of particular importance during times of transition or when providing support to participants with multiple requirements.
Our streamlined suite of Accommodation, Allied Health, Group Activity and Behaviour Support services have comprehensive senior management oversight and sit within a clinical governance framework which facilitates collaboration and transparency across program teams where necessary to ensure you receive the most appropriate and timely service to meet your individual needs.
Conflict of Interest and how we protect your right to choose a service provider
You are always in control when choosing a service provider. When you choose to receive services from Carpentaria, you can be assured that you are not impacted if you choose to access any of the other services we offer. We understand that it’s your right to choose, and your interests will always be our first priority.
Our Participant Handbook
Our comprehensive Participant Handbook includes details about our services, how to access our programs and information about our partnership with you. It also includes information about advocacy and your safety.
Our Participant Handbook is available here.
We employ a skilled and professional workforce who use a person-centred approach and work within a continuous quality improvement framework. All employees are guided by Carpentaria’s Principles of Good Practice, Values and Human Rights Framework and must commit to understanding and abiding by Carpentaria’s Code of Conduct which incorporates the NDIS standards.
In addition, as an NDIS service provider, all Carpentaria employees must meet NDIS Worker Screening obligations of the NDIS Code of Conduct, and undergo mandatory worker orientation training.
Carpentaria staff complete comprehensive training and skill development as well as regular upskilling opportunities and ongoing specialist disability training, including positive behaviour support, person-centred active support and risk management.
Carpentaria has a consistent pricing structure for all programs. These prices are aligned to the NDIS Price Guide and will not exceed the maximum amount per line item. Further details about the current NDIS Price Guide are available here.
Our incident reporting
Carpentaria has a robust incident management process and is committed to a culture of continuous quality improvement while ensuring the safety of participants and employees.
Your journey with us
This diagram highlights what you can expect from us at each stage of your journey with Carpentaria:
Stakeholder Feedback Forums – regular opportunities to provide feedback and discuss particular programs, improvements and initiatives.
Surveys – staff, participant and guardian/stakeholder surveys are completed each year and provide valuable information and feedback about our work.
Complaints and resolution
We welcome your feedback about our work and our services. We are committed to supporting you to speak up and provide feedback about our services. We take your complaints, feedback and ideas seriously and value the opportunity to improve our services.
- Further details about our why feedback is important is here
- You can access our online feedback form here
- Further details about Carpentaria’s Whistle-blower policy are here.
Support for you
Carpentaria is committed to arranging access to an advocate to support you:
- to make informed decisions
- where there are allegations of violence, abuse, neglect, exploitation or discrimination
- to provide feedback or make a complaint to Carpentaria or to the NDIS Commission
- where you are affected by a reportable incident
Carpentaria can organise an interpreter to attend appointments with you. Interpreters must respect your privacy at all times.
Easy English resources
Carpentaria’s Easy English resources include:
- How to complain
- Advocacy policy
- Duty of care and dignity of risk policy
- Privacy and confidentiality policy
Contact Carpentaria on 08 8920 9400 or email@example.com or visit us at Harry’s Place, 1 Willeroo Street, Tiwi.