Governance

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.

NDIS Quality & Safeguards Commission

Rocky Bay’s NDIS Registration

During 2022, Rocky Bay undertook the NDIS re-registration process and successfully achieved three-year re-registration until 3 August 2025. To maintain this, however, Rocky Bay will undertake a mid-term audit no later than 3 February 2024. The audit process will be managed by Rocky Bay’s Quality & Governance Team.

About the NDIS Quality & Safeguards Commission

Rocky Bay is required to meet the obligations of the NDIS Practice Standards which are regulated by the NDIS Quality & Safeguards Commission. As an independent agency, the Commission regulates all NDIS providers and aims to provide national consistency, strive for safe and quality services, resolve problems and identify improvements.

The NDIS Practice Standards consist of four core modules, six supplementary modules and a Code of Conduct. All NDIS providers must meet the four core modules and the Code of Conduct. The level of compliance required across the six supplementary modules is based on the services offered by the provider. Rocky Bay is required to meet the requirements of all supplementary modules.

The Standards create an important benchmark for NDIS providers to assess their performance and demonstrate evidence of the high-quality care and safe support services provided. This is a fantastic opportunity for Rocky Bay to showcase its great work and the positive impact it has on the lives of people living with a disability. The following information provides a summary of the modules within the Standards that Rocky Bay is required to meet.

NDIS Code of Conduct

The Code of Conduct must be followed by all registered providers and Rocky Bay’s Code of Conduct has been updated to reflect the requirements.

Nationally Consistent Worker Screening

All states and territories must conduct worker screening using nationally consistent criteria. All roles at Rocky Bay are risk assessed to determine NDIS worker screening requirements and closely monitored by the HR Team. All staff and volunteers must complete the online NDIS Worker Orientation Module before commencing work at Rocky Bay.

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 Reflect Reconciliation Action Plan

Rocky Bay Innovate Reconciliation Action Plan

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. The final report is expected in September 2023.

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 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.

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

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