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Client & Family Code of Conduct

Last updated: March 2026  |  Version 1.0

Introduction

SupportPath is built on trust and mutual respect between families and the providers who support them. This Code of Conduct outlines what we expect from everyone using SupportPath as a client, family member, carer or participant representative.

By using SupportPath, you agree to uphold these standards. This Code also applies to anyone who acts on your behalf, including family members, guardians, plan managers and support coordinators.

1. Respect

Treat all providers, support workers and other members of the SupportPath community with courtesy and respect. This means:

  • Communicating politely and constructively, including in messages and reviews;
  • Respecting the cultural background, identity and personal boundaries of support workers;
  • Not engaging in harassment, threats, intimidation or discriminatory behaviour.

SupportPath has zero tolerance for abuse or harassment of any kind directed at providers or workers.

2. Honest Communication

Provide accurate and honest information about your support needs, including:

  • The nature of the support required;
  • Any relevant health conditions, risks or behavioural considerations;
  • Your NDIS plan details and funding arrangements (where applicable);
  • Any changes to your circumstances that may affect the support being provided.

Withholding information that is relevant to the safe delivery of support may put both you and your worker at risk.

3. Safe Environment

If support is being delivered in your home or another location you control, you have a responsibility to ensure it is a safe workplace for your support worker. This includes:

  • Advising the worker of any hazards, risks or pets at the premises;
  • Disclosing whether other people will be present during the support session;
  • Not requesting the worker to perform tasks that are unsafe or beyond their qualifications;
  • Not being under the influence of drugs or alcohol during support sessions (where it may create a safety risk).

4. Boundaries

Maintain appropriate personal and professional boundaries with your support worker. You must not:

  • Engage in or request a sexual or inappropriate personal relationship;
  • Offer gifts or financial incentives outside of agreed support arrangements;
  • Attempt to access the worker's personal information beyond what is shared on the directory;
  • Pressure a worker into providing services they are not qualified or willing to deliver.

5. Reviews & Feedback

We encourage honest feedback about your experience with providers. When leaving a review on SupportPath:

  • Be truthful and accurate in your assessment;
  • Focus on the services provided, not personal characteristics;
  • Do not include defamatory, abusive or misleading content;
  • Do not post reviews on behalf of others or create fake reviews.

SupportPath reserves the right to remove reviews that violate these standards.

6. Reporting Concerns

If you have a concern about a provider or support worker, including quality of service, safety issues or potential misconduct, please contact us:

7. Breaches

Any breach of this Code may result in a warning, suspension or permanent removal of your SupportPath account. Serious matters may be referred to the relevant authorities.