Safeguarding

PALS is dedicated to ensuring the safety, dignity, and well-being of all participants, staff, and stakeholders. Our safeguarding policies & procedures are guided by best practices, regulatory requirements, and a commitment to creating a secure and respectful environment.

Customer

Service

Charter

At PALS, we’re committed to delivering support that is respectful, reliable, and centred around you. Our Customer Service Charter outlines our promise to listen, communicate clearly, protect your rights, and provide safe, high-quality services at all times.

PALS welcomes all feedback and takes complaints seriously. We listen, respond promptly, and use every concern as an opportunity to improve. Participants, families, and stakeholders can speak up safely and confidentially, knowing their voice matters. Our goal is simple: fair, respectful resolutions and better services for everyone.

Feedback &

Complaints

Incident Management

Policy

PALS’ Incident Management Policy ensures all incidents are reported, recorded, and responded to promptly and transparently. We prioritise participant safety, investigate concerns thoroughly, and take immediate action to prevent recurrence. Our approach promotes accountability, continuous improvement, and a safe, supportive environment for everyone accessing our services.

Our Code of Conduct sets clear expectations for behaviour, professionalism, and respect. It guides staff, participants, and visitors to act with integrity, kindness, and accountability, ensuring a safe, inclusive, and positive environment where everyone feels valued and supported in all interactions at PALS.

Code of

Conduct

Privacy and

Confidentiality

Policy

PALS is committed to protecting the privacy and confidentiality of all participants, families, staff, and stakeholders. This policy outlines how personal and sensitive information is collected, used, stored, and shared, ensuring compliance with the Privacy Act 1988, NDIS Practice Standards, and other relevant legislation.

Person

Centred

Support

Policy

PALS is committed to delivering person-centred support that respects the individuality, choices, and goals of each participant. This policy ensures that all services and programs are designed and delivered to empower participants, promote independence, and enhance quality of life.

PALS is committed to promoting the rights, interests, and voices of participants. This policy ensures that all participants have the opportunity to advocate for themselves or access support to express their needs, goals, and preferences.

Advocacy

Policy

Staff Training

& Education

PALS is committed to employing skilled, competent, and compassionate staff to deliver high-quality, person-centred support. This policy outlines our approach to recruitment, induction, ongoing training, and professional development to ensure safe and effective service delivery.