Conflict of Interest
Choice, control and transparent decision-making
Complex Support Coordination is committed to supporting each participant to exercise genuine choice and control over the NDIS supports and services they receive.
A conflict of interest may arise where a provider has an interest that could influence, or could reasonably be perceived to influence, the advice, recommendations or services provided to a participant.
Conflicts of interest may be actual, potential or perceived.
Complex Support Coordination seeks to avoid conflicts of interest wherever reasonably possible and to identify, disclose and appropriately manage conflicts where they arise.
Support Coordination and other NDIS-funded services
Complex Support Coordination may provide more than one NDIS-funded service to a participant.
Where Complex Support Coordination provides Support Coordination as well as another NDIS-funded service, the participant will be clearly informed of the distinction between those services and of any actual, potential or perceived conflict of interest arising from the arrangement.
A participant is never required to obtain another NDIS-funded service from Complex Support Coordination because they receive Support Coordination from the practice.
Similarly, a participant's decision to use another provider for any other NDIS-funded support will not affect the Support Coordination they receive from Complex Support Coordination.
The participant remains free to choose different providers for any or all of their other supports.
Provider choice and referrals
When assisting a participant to identify providers or services, Complex Support Coordination will support the participant to consider options appropriate to their needs, preferences, circumstances and goals.
Where possible, at least three suitable provider or service options will be identified.
Where a service provided by Complex Support Coordination is one of the available options, this interest will be disclosed to the participant. Alternative options outside Complex Support Coordination will also be presented and encouraged so that the participant can make an informed decision free from pressure or undue influence.
Any relevant connection or relationship between Complex Support Coordination and a provider being recommended will also be disclosed.
The participant decides which provider they wish to use.
Managing and documenting conflicts
Where an actual, potential or perceived conflict of interest is identified, Complex Support Coordination will take appropriate steps to manage the conflict transparently.
This includes:
discussing the conflict with the participant in a way they can understand
explaining the participant's available choices and alternative providers
declaring any relevant interest or relationship
documenting the conflict and the steps taken to manage it
keeping conflict-of-interest records accurate and up to date
providing relevant documentation to the participant and other parties involved, where appropriate
documenting referrals to and from other providers
reviewing conflict-management arrangements where circumstances change.
Where appropriate, the participant may be asked to acknowledge the disclosed conflict and the arrangements agreed to manage it.
Your right to choose
Participants are entitled to make their own decisions about the NDIS providers and services they use.
You may ask Complex Support Coordination at any time:
whether we have an interest in a service being discussed;
whether we have a relationship or connection with a provider being recommended;
for alternative provider options; or
how an actual, potential or perceived conflict of interest is being managed.
You may involve a nominee, family member, advocate, decision supporter or another person you trust in these discussions if you wish.
Raising a concern about a conflict of interest will not adversely affect the services you receive from Complex Support Coordination.
If you have concerns about a conflict of interest, you can also use our Feedback & Complaints process.