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Corporate Governance sets internal and external guidelines around how we perform. By having the most appropriate policies and procedures in play, you can be confident our approach is of the highest calibre.

Building better tomorrows starts from the ground up. To actively and successfully support those living with disabilities we’ve formed our organisation around solid foundations of Transparency, Accountability, Stewardship and Integrity, applying these principles throughout everything we do. This includes areas such as:

– Risk Management
– Compliance Policy and Practice
– Corporate Strategy
– Board Management/Administration
– HR, Legal and Finance.

Our approach makes a difference

See how we make a difference by applying our foundational beliefs across different areas of our organisation.

Disability Access and Inclusion Plan

Welcome! Disability Access and Inclusion Plans (DAIP) aim to identify barriers to inclusion and provide solutions that ensure people with disability are given the same opportunities, rights and responsibilities as others in the community. Rocky Bay is committed to ensuring that people with disability, their families and carers are able to safely and easily access buildings and services. Rocky Bay strives to make information, services and facilities readily accessible to all people whilst ensuring individuals with disability are not discriminated against, either directly or indirectly. In order to facilitate the inclusion of people with disability, Rocky Bay will work in cooperation with community groups and public authorities to ensure participation in consultative forums.

DAIP outcome 1 – Access to services and events

  • The Rocky Bay DAIP statement is to be available on the Rocky Bay website as an accessible audio/video link
  • Information on notice boards is placed in accordance with the Australian Standards which state that ‘information should be positioned at a height of between 1200mm and 1600mm above the plane of the finished floor’
  • The Rocky Bay cafe is to provide options for people who require modified diets where this is feasible National guidelines on modified food information will be provided to the cafe staff, detailing how food and drink can be modified for individuals
  • Plain English principles will be the preference where feasible and practical for any new marketing material developed by Rocky Bay Training for employees who undertake CHC33015 Certificate III in Individual support (Disability) at Rocky Bay provides guidance for staff to work with clients from culturally and linguistically diverse backgrounds
  • We provide ongoing National Relay Service awareness training for administration/frontline team
  • We seek to employ people who can converse with people from a range of backgrounds/who may not speak English as a first language, where this is required as a priority for the customer

DAIP outcome 2 – Access to buildings and other facilities at Rocky Bay

  • People who use wheelchairs to access Rocky Bay buildings and services are asked for feedback about accessibility levels
  • Rocky Bay’s newly developed Advanced Technology Solutions promotes and facilitates the innovative use of technology to help with access when renovating or building new buildings
  • Rocky Bay Independent Living Units incorporate assistive technology to suit individual needs
  • Notice boards that contain vital information and signage comply with AS 3745-2010
  • Planning for emergencies in facilities, section 3.5.3 stipulates that emergency evacuation diagrams should should be positioned at a height of between 1200mm and 1600mm above the plane of the finished floor. Rocky Bay ensures that all of its evacuation diagram signage is positioned in line with these Australian standards

DAIP outcome 3 – Access to information

  • New signage will include visual images and contemporary language
  • Information and documentation such as intake forms, brochures and events can be made available in different languages on request using Google Translator
  • Options for customers to access information on the Rocky Bay website via audio and text enhancement are apparent and clear
  • The website has links to useful resources to help people with disability, families and/or carers access services
  • A Client Management System is being developed for users to access up to date information regarding their personal and general information
  • Translators from the WA Translation Interpreter Services (TIS) are engaged when required, to support service access to information for individuals, families and/or carers

DAIP outcome 4 – Receive the same quality of service from staff

  • Disability access and inclusion is a standing agenda item on team meeting agendas Rocky Bay welcomes the community into its premises and works to partner with local people and businesses
  • All new employees, volunteers and students undertake “values training” which encompasses the values of Rocky Bay and working ‘with, not for, people with disability’
  • We regularly review and update all our policies and training to ensure best practice
  • Our purpose is to “optimise quality of life for people living with disability”

DAIP outcome 5 – Access to complaints mechanisms

  • Rocky Bay has an open feedback mechanism and views each complaint or suggestion as an opportunity for improvement
  • Customers can provide feedback by: – Phone – Website – Face to face – Email – Completing and returning the form on our feedback brochure
  • A Client Management System is being developed to incorporate an accessible and robust forum for feedback and complaints

DAIP outcome 6 – Participate in public consultation

  • Support is provided to people with disability to be part of the Town of Mosman Park initiative ‘Hour Exchange’ where participants contribute skills into a communal pool
  • Clients will be invited to sit on our advisory panel concerning accessibility for proposed refurbishments and future developments
  • Rocky Bay works closely with the local councils supporting people with disability to participate in the development of the Local Government Act DAIPs
  • Rocky Bay forums encourage people to get involved and share their experiences
  • Parents and carers of people with disability are consulted about their needs
  • Service users forums are held quarterly in the recreation programs. Families and members are invited to attend to have a say in how their services are delivered

DAIP outcome 7 – Access to employment opportunities

  • All job advertisements (internal and external) include equal opportunity statements
  • Rocky Bay employs people with disability as part of our workforce
  • Rocky Bay Employment Services (RBES) and Alternative to Employment teams also promote open employment opportunities in the community for people living with disability
  • Rocky Bay source jobs that maximise peoples potential and interests
NDIS Quality & Safeguards Commission

The Commission is a government body, independent of NDIA, which has been developed to improve the quality and safety of NDIS services and supports, investigate and resolve problems, and strengthen the skills and knowledge of providers and participants.

Rocky Bay Rocky Bay is committed to improving the quality of services for our customers and fully supports the intentions of the NDIS Quality and Safeguards Commission. We are committed doing the right thing for our customers, their families/guardians and the wider industry.

The aim of the NDIS Commission is to:

    • ensure service providers and workers have the skills and competencies to provide quality services
    • assist with, respond and keep record of concerns and complaints from participants and service providers
    • maintain records of  serious incidents and restrictive practices
    • register and regulate all NDIS providers, Australia-wide, ensuring they adhere to NDIS Practice Standards

All service providers must register and meet the standards set out by the NDIS Commission. Rocky Bay is proactively reviewing all aspects of its service delivery to ensure it is fully compliant with the NDIS Practice Standards.

We will continue to communicate with you any changes that may affect you and opportunities for your input and feedback as we prepare for the Commission’s launch.

In the meantime, if you have any questions on the Commission or how Rocky Bay is getting ready for its launch, please speak to Rocky Bay’s NDIS Practice Manager, Cheryl Lockwood at [email protected] or on 9383 6175.

For more information on the NDIS Commission, please visit or

Reconciliation Action Plan

Rocky Bay are committed to acknowledging the original custodians of this land and engaging more deeply with Aboriginal and Torres Strait Islander peoples.

We aim to effectively deliver services and support to Aboriginal and Torres Strait Islander peoples.

We stand with Aboriginal and Torres Strait Islander peoples to encourage other organisations and stakeholders to undertake the journey of reconciliation.

Rocky Bay Customer Service Charter

About our charter

At Rocky Bay we respect and value our customers, always striving for excellence in all that we do.

We are committed to fostering and cultivating a culture of diversity and inclusion. This provides Rocky Bay with an opportunity to advance our services, build diversity in our workforce and provide culturally responsive programs.

Our customer service charter sets out our promises to you, so that you know what to expect when you use our services, and how to provide feedback.

Our Values

  • Providing excellent customer service
  • Looking for better ways
  • Working together
  • Being professional and accountable

Our Promise

  • We respect, value and create environments which embrace cultural diversity and inclusion
  • We recognise the rights of all individuals
  • We will deliver on our commitments
  • We will be courteous and respectful at all times
  • We will be open and honest in all that we do
  • We will continue to learn from our customers, accepting without bias differences of any kind

You can expect

  • To be welcomed by informed people who work with you
  • Attention to your particular cultural needs and requirements
  • Services that continually strive to improve
  • Truth and transparency
  • Availability and accessibility of relevant information in a timely manner
  • Feedback to be actively encouraged

Help us to help you

  • Provide us with feedback on how we can improve our services
  • Treat our staff and our other customers with respect and courtesy
  • Assist our staff to clearly understand your needs

Tell us how we are doing

  • Your feedback will improve our services
  • Help us recognise and acknowledge the efforts of our people
  • We will acknowledge your feedback within one working day
  • Contact us or call 08 6282 1900

Download a copy of the Rocky Bay Customer Service Charter

Royal Commission

The Australian Federal Government announced a Royal Commission into Violence, Abuse, Neglect and Exploitation of People with Disability in April 2019.

Rocky Bay fully supports the Royal Commission and will work with the relevant agencies to ensure an outcome which provides a safe and inclusive environment and for people living with disability in Australia.

Rocky Bay has a zero tolerance policy with regard to disability abuse and wholly supports any initiative that reduces neglect for those living with disability and provides customers with a strong voice to allow them to be free of abuse, neglect, violence and exploitation.

The safety of our customers is paramount and a cornerstone in the provision of quality services by Rocky Bay, and we pride ourselves on being at the forefront of safeguarding practices and training.

Rocky Bay remains committed to safeguarding the rights of people with disability and to establishing a national culture of inclusion, accessibility and respect for all individuals.

We will continue to work with our customers, together with their families, carers and guardians, and staff, to ensure we provide a safe and supportive environment for people living with disability.

We understand the announcement may cause some concern or uncertainty for our customers or their families. If there is anything you would like to discuss or report, or questions you may have, please contact our Customer Engagement team on 6282 1900 or email [email protected]

The Royal Commission has established a national hotline to provide information about their work and answer questions. The national hotline can also be used by those who wish to make a submission and find it difficualt to use the submission form. The numbers are 1800 517 199 or (07) 3734 1900. Various options are also available for advocacy, financial, legal and emotional support which can be found on the Royal Commission’s website here.

If you would like to make a submission, please visit the Royal Commission’s website here.

For all your up-to-date information on the Royal Commission, which is available in various formats, please visit

We will continue to provide important updates on this page as and when they become available.

Annual reports


Click the links below to download our most recent annual reports.

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