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NDIS Code of Conduct

MEDP is committed to providing safe, evidence-based physiotherapy services which empower clients and help them to achieve their developmental goals. MEDP has a zero tolerance policy towards abuse, negligence, neglect and exploitation and strictly adheres to the NDIS Code of Conduct, which requires providers to:

  • Act with respect for individual rights to freedom of expression, self-determination, and decision-making in accordance with relevant laws and conventions.

  • Respect the privacy of people with disability (please see Privacy Policy below).

  • Provide supports and services in a safe and competent manner with care and skill.

  • Act with integrity, honesty and transparency.

  • Promptly take steps to raise and act on concerns about matters that might have an impact on the quality and safety of supports provided to people with disability.

  • Take all reasonable steps to prevent and respond to all forms of violence, exploitation, neglect, and abuse of people with disability (please see Feedback, Complaints and Incidents below).

  • Take all reasonable steps to prevent and respond to sexual misconduct (please see Feedback, Complaints and Incidents below).

We continue to develop our safeguards and operation procedures to prevent incidents from occurring, and to ensure that we can respond quickly and professionally should an incident report be made. We screen all people who work in risk assessed roles and ensure they have the appropriate checks and training to work safely and effectively with clients. We are compliant with mandatory reporting requirements and we encourage a business culture that is open and responsive to feedback, complaints and incident notifications, and which supports clients and their families if they make a report so that they are not negatively impacted by doing so.

Worker Screening Checks

MEDP identifies and records all risk assessed roles. Employees who work in these roles are required to be registered to engage in a regulated activity under the Child Protection (Working With Children) Act 2012 (NSW); and the registration must allow the person to engage in the role concerned.



MEDP is committed to complying with the Commonwealth Privacy Act (1988), the Australian Privacy  Principles (2014), and all other privacy provisions which are applicable.

This covers all personal information* that is collected about clients (including prospective clients).

Your personal information will not be shared or disclosed to any party other than in the ways outlined in this Policy, nor will it be used for any other purpose than the purpose for which it was originally intended.


*Personal information is information which is identifiable as being about a particular individual.​​

Collection of Personal Information


We may collect and hold the following kind of information about you:

  • Your name, address, date of birth, email and contact details.

  • Information about your family or relatives.

  • Information about other health professionals involved in your care.

  • Government identifiers such as NDIS number.

  • Other health information about you such as:
    a record of the physiotherapy interventions that have been administered and your progress
    – specialist reports
    – test results
    – your appointment and billing details
    – your healthcare identifier or health fund details
    – other information about you collected for the purposes of providing care to you.


MEDP will only collect personal information insofar as it is needed for the delivery of supports, for administrative purposes, and to coordinate supports with other health professionals involved in your care.


Personal information will be collected in a variety of ways, including over the phone, through email, via enquiries on our website, in person, and through service delivery. We may also receive personal information from third parties. If we do, we will protect it as set out in this Privacy Policy.

Disclosure of Personal Information


Personal Information will only be disclosed in accordance with the Privacy Act (1988) and to ensure that we are providing the best possible service. This may include disclosing personal information for the following purposes:

  • To arrange service delivery.

  • To consult with other health professionals involved in your care.

  • To ensure staff are aware of, and can effectively manage, risks and hazards.

  • To prepare the defence of anticipated or existing legal proceedings.

  • For administrative purposes, including billing, communication with health funds, pursuing unpaid accounts.

  • To comply with any legislative or regulatory requirements.

  • To communicate with you about our services and changes to service delivery.

We do not propose to disclose information about you to anyone overseas. If we want to transfer your personal information overseas, we will first seek your consent, unless we are required by law to do the transfer.

We view unauthorised disclosure of your personal information as serious misconduct by our employees, contractors and agents. If the terms of this Policy are breached, disciplinary or legal action will be taken.

Rights to Seek Access and Correction of Personal Information


You have the right to seek access to and correction of the personal information we hold about you.

If you think that the information we hold about you is not correct, or if you have changed your contact details, you should contact Magdalen Elmitt at in writing. We will respond to you within 30 days and take reasonable steps to correct your personal information where the information is not accurate or up-to-date.

Security of Personal Information


We are committed to ensuring that the information you provide to us is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure information and protect it from misuse, interference, loss and unauthorised access, modification and disclosure.

This includes:

  • Holding information in a lockable cabinet.

  • Holding information in secure cloud storage.

  • Getting staff to sign confidentiality documents.

  • Strong password protections on computers. 


All personal information is destroyed appropriately when it is no longer required.

Feedback, Complaints and Incidents




If you have concerns about the way we’ve handled your personal information, please provide a record of your concerns to Magdalen Elmitt at Magdalen will respond within 30 days.

If you are not satisfied with our response, you can refer your complaint to the Office of the Australian Information Commission, whose contact details are:

Phone:  1300 363 992


Post:  GPO Box 5218 Sydney New South Wales 2001


Service Delivery

If you would like to give Michelle feedback on the provision of supports, please contact Michelle on 0408554842 or provide feedback in writing to

If you are not happy with the provision of supports and wish to make a complaint, please provide a record of the complaint to Magdalen Elmitt at Magdalen will respond within 30 days.

If you are an NDIS participant and you are not satisfied or do not want to talk to Magdalen, you can contact the National Disability Insurance Agency by calling 1800 800 110, visiting one of their offices in person, or visit for further information.

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