Getting Consent Right

Will, EnableUs Community

Alright, welcome back to Inside NDIS, everyone. I’m Will, and I’m here with Winter. Today, we’re diving into something that sounds simple but, honestly, it’s anything but—getting consent right in the onboarding process.

Winter, EnableUs Community

Hey folks! Yeah, consent is one of those words that gets thrown around a lot, but in the NDIS world, it’s not just a box to tick. It’s about making sure participants actually understand what they’re agreeing to, and that it’s ongoing—not just a one-off signature.

Will, EnableUs Community

Exactly. I think a lot of people, especially when they’re new to the sector, just focus on the paperwork. Like, “Here’s the form, sign here, done.” But real consent is more than that. It’s gotta be informed, voluntary, and, well, specific to what’s actually happening.

Winter, EnableUs Community

And it’s not just about the big stuff, either. There are all these moments where you need to check in—like, are you okay with us sharing your progress with your Support Coordinator? Or, can we use your photo in our newsletter? Even sharing a participant’s story, you need to ask every time, not just assume.

Will, EnableUs Community

Yeah, and I think people sometimes forget that consent isn’t forever. Like, if someone’s situation changes, or they get a new Support Coordinator, you’ve gotta revisit it. It’s not a “set and forget” thing.

Winter, EnableUs Community

Totally. I remember this provider I worked with—she was amazing at making consent conversations feel, I dunno, just really warm and easy. No jargon, no pressure. She’d say things like, “Hey, is it alright if we include your family in these updates?” And if the participant hesitated, she’d just reassure them it was completely their choice. It built so much trust, honestly.

Will, EnableUs Community

That’s the gold standard, isn’t it? Making sure people feel safe to say no, or to ask questions. I mean, if someone can’t tell you what they’ve agreed to, that’s a red flag right there.

Winter, EnableUs Community

So, let’s talk about the nitty-gritty—how do you actually document consent in a way that keeps you compliant and protects participants?

Will, EnableUs Community

Yeah, so, first up, you need a standardised consent form. It should spell out what info’s being shared, with who, why, and for how long. And, obviously, you need the participant’s name, signature, date, and if there’s a guardian or representative, their details too.

Winter, EnableUs Community

And don’t just chuck it in a drawer or a random folder. Whether it’s digital or paper, it’s gotta be secure but also easy for staff to access if they need it. Oh, and review it regularly—like, at least once a year, or whenever something changes, like a new Support Coordinator or a plan review.

Will, EnableUs Community

Yeah, and verbal consent comes up a lot, especially for quick decisions. But you can’t just rely on memory. You’ve gotta document it—like, in shift notes or your CRM. For example, “Verbal consent given on March 10 to share updates with SC.” And if it’s gonna be ongoing, follow up in writing.

Winter, EnableUs Community

I think people sometimes get tripped up when there’s a staff change. Like, I remember you telling me about that time you had to review a bunch of old consent forms after a new Support Coordinator came on board?

Will, EnableUs Community

Oh, yeah, that was a mess. We realised half the forms were out of date, and some didn’t even mention the new SC. It was a wake-up call—if you don’t keep your consent records current, you’re risking both compliance and trust. We ended up having to go back to every participant, explain the situation, and get fresh consent. It was a bit embarrassing, honestly, but it taught us to build regular reviews into our process.

Winter, EnableUs Community

That’s such a good point. It’s not just about ticking boxes—it’s about making sure everyone’s on the same page, all the time.

Will, EnableUs Community

Alright, so let’s shift gears a bit—what happens when things go wrong? Complaints are part of the job, but how you handle them can make or break trust with participants.

Winter, EnableUs Community

Yeah, and the complaints process has to be super accessible. Like, people need to know how to make a complaint from day one, and it should be easy to understand, not buried in fine print. Plus, you’ve gotta consider cultural and language needs—otherwise, people just won’t bother speaking up.

Will, EnableUs Community

And when you do get a complaint, log everything. Date, who made it—even if it’s anonymous—what it was about, what you did, and how it was resolved. Keep it neutral and participant-focused. And don’t forget to follow up and let them know what changed because of their feedback.

Winter, EnableUs Community

Auditors are all over this stuff, too. They want to see that you’ve got clear, up-to-date consent forms, a written complaints policy, and actual evidence that you’re logging and acting on complaints. If you can show that complaints lead to real improvements, that’s huge.

Will, EnableUs Community

Yeah, and it’s not just about passing audits. I heard about a provider who used to get a lot of negative feedback, but once they started responding quickly and updating their complaints policy, their reputation turned around. People started recommending them because they actually listened and made changes.

Winter, EnableUs Community

That’s what it’s all about, right? If participants know you respect their rights and take their concerns seriously, you build trust that lasts. And honestly, that’s the best kind of compliance—when it’s just part of how you do things, not something you’re scrambling to prove at audit time.

Will, EnableUs Community

Couldn’t agree more. Alright, that’s a wrap for today’s episode on getting consent right. If you’re listening and thinking, “Hmm, maybe I need to review my own processes,” you’re not alone. We’ll be back next time with more stories and tips to help you nail onboarding from day one.

Winter, EnableUs Community

Thanks for joining us, everyone. Will, always a pleasure chatting with you.

Will, EnableUs Community

You too, Winter. Catch you all next time on Inside NDIS. Bye!

Winter, EnableUs Community

Bye, everyone!