AMS Charter

AMS has a vision to support NDIS participants in a person centred and individualised way regardless of any issues of diversity, to ensure that participants maximise choice and control of their service support, in order to maximise their social and economic participation and to develop their capacity to live life to the full.

AMS is a small, independent operator of NDIS Support Coordination services, offering personalised assistance in coordinating or managing life stages, transition and supports. It should be noted that AMS does not handle participants’ monies, manage participants’ medication, assist with mealtime support or manage infectious or medical waste.

Following receipt of a Service Request from the NDIA, AMS will meet with the participant as soon as possible, ideally within five business days.

AMS has the capacity to interpret this Charter to people who are deaf and blind through tactile interpretation. Alternative, language, interpretation and translation options will be made available to participants where required, through TIS National 1300 132 621 or interpreters@homeaffairs.gov.au for example.

AMS will offer participants access to advocacy support should the participant express the need for support when dealing with AMS or other services. This will include SUFY (3255 3638 or sufy@sufy.org.au) for example.

AMS will support participants to develop goals which reflect their individual identity, including, but not limited to their gender, sexuality, culture, age and religious beliefs for example.

When AMS does not have the capacity to support a participant, AMS will immediately refer the participant to alternative support coordination services which meet the participant’s individual requirements.

AMS will operate within an environment of legal requirements, individual empowerment, individual choice and control, participation, individual rights, confidentiality and privacy, access to information and capacity development.

It should be noted that in some instances, AMS is obliged to share information with other agencies where risk is identified.

This empowered environment will be applied to continuous improvement opportunities through seeking feedback on an annual basis and through annual planning and reporting processes.

AMS will negotiate with participants should they wish to transfer from a current Support Coordination service provider, or should they wish to leave AMS to transfer to an alternative provider. See AMS’s Access Policy which articulates that participants will be supported in this decision with no retribution and in a seamless manner.

If a participant has concerns with AMS’s services, a complaint can be lodged in person or in writing to Hayley Gregory (0423 312240) or at admin@accessmysupport.com.au or to the NDIS Quality and Safeguards Commission on 1800 035 544. Participants must feel free to raise complaints or concerns within a culture of no retribution.

A complaint is described as an expression of dissatisfaction with a service, a response or any other issue within the ambit of AMS.
A complaint will be considered by AMS initially within three business days.
If a complaint is appropriate for AMS to resolve, AMS will commit to engaging with the complainant to secure a resolution within an additional ten business days.
If a solution is not achieved within these additional ten business days, an extension of five business days will be negotiated, until a satisfactory solution is achieved.
A complainant will be informed of the outcome of their complaint and the way in which it has contributed to continuous improvement of the service.

If the complaint is more appropriate for referral to an external agency such as the police service (13 44 44) or the Office of the Public Guardian (OPG), on 1300 653 187 or publicguardian@publicguardian.qld.gov.au, or the NDIS Quality and Safeguards Commission on 1800 035 544, a referral will be made by AMS within the first three days of referral to AMS. The complainant will be informed by AMS about external complaint processes.

Under the AMS Confidentiality and Privacy policy, participants will be able to access their information held by AMS by contacting Hayley Gregory personally, by phone, email, letter or any other means. Participants will be able to seek correction of any incorrect information.

If AMS becomes aware of any illegal activity, including abuse and neglect in any form being perpetrated by a person or an agency against a participant, AMS will immediately report this activity to the relevant agency, such as the police service, the OPG or the NDIS Quality and Safeguards Commission.

AMS’s internal incident management process will be communicated to Participants. Incidents will be recorded, entered into the Incident Register and investigated and outcomes will be communicated to the Participant.

AMS will apply a suite of policies, procedures and registers to ensure that Participants are well informed about their rights, obligations and services. All Policies, procedures, registers and records will be stored electronically with password protection and will be available to all participants. Participants should contact Hayley Gregory or admin@accessmysupport.com.au to access any of these documents.

AMS and its contractors will always ensure that Participants are made aware of their right and the processes to access COVID vaccination.