Relief Wakes — Participant Handbook

Welcome to Relief Wakes A Division of AusCongo Network Incorporated Registered NDIS Provider | Provider No: 4053361903

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Welcome

Welcome to Relief Wakes. We are delighted that you have chosen us to support you on your journey. This handbook provides you with important information about our services, your rights, and how we work together to help you achieve your goals.

Relief Wakes is the NDIS disability support services division of AusCongo Network Incorporated, a registered charity based in South East Queensland. Our mission is to empower people with disabilities to live the life they choose, with dignity, respect, and independence.

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About Us

Relief Wakes is registered with the NDIS Quality and Safeguards Commission to deliver 13 categories of disability support, including personal care, high intensity clinical supports, community nursing, shared living (SIL), household tasks, community participation, employment support, transport, and life skills development.

Our team is culturally diverse and multilingual, with staff fluent in English, French, Swahili, and Lingala. We understand that every person is unique, and we tailor our supports to your individual needs, preferences, and goals.

Our Values: Integrity, Respect, Accountability, Customer-Centred, Courage, and Desire to Serve.

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Your Rights

As an NDIS participant, you have the right to be treated with dignity and respect at all times; to exercise choice and control over the supports you receive; to be involved in decisions about your care and support; to receive supports that are safe, competent, and of high quality; to have your privacy and personal information protected; to be free from abuse, neglect, exploitation, and violence; to provide feedback or make a complaint without fear of retribution; and to access an advocate to support you in exercising your rights.

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Your Responsibilities

As a participant, we ask that you treat our staff with courtesy and respect; communicate openly with us about your needs, preferences, and any concerns; provide us with the required notice if you need to cancel a scheduled support (7 clear days); let us know immediately if your NDIS plan changes, is suspended, or is replaced; and keep us informed of any changes to your health, circumstances, or contact details.

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How We Work Together

Step 1: Initial Meeting

We meet with you (and your family or nominee, if you wish) to understand your goals, preferences, and the supports outlined in your NDIS plan.

Step 2: Service Agreement

We prepare a Service Agreement that clearly outlines the supports we will deliver, the schedule, the pricing, and your rights and responsibilities. You must agree to and sign the Service Agreement before supports commence.

Step 3: Support Delivery

Your dedicated support workers deliver your agreed supports. We check in regularly to make sure everything is working well for you.

Step 4: Ongoing Review

We review your supports regularly to ensure they continue to meet your needs and align with your NDIS goals. You can request a review at any time.

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Feedback and Complaints

We welcome your feedback. If you have a suggestion, compliment, or concern, please let us know. If you wish to make a formal complaint, you can contact us by phone on 0424 801 212, by email at [email protected], in writing to 155 Fernbrooke Boulevard, Redbank Plains QLD 4301, or in person at our office.

All complaints are acknowledged within 2 business days and investigated promptly. You will receive a written response within 14 business days.

If you are not satisfied with our response, or if you do not feel comfortable raising your concern with us directly, you can contact the NDIS Quality and Safeguards Commission on 1800 035 544 or at ndiscommission.gov.au.

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Advocacy

You have the right to access an independent advocate at any time. An advocate is a person who can help you understand your rights, speak up on your behalf, and navigate the NDIS system. You can find an advocate through the National Disability Advocacy Program by calling 1800 880 052 or visiting dss.gov.au/disability-and-carers.

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Privacy

Relief Wakes collects, stores, and uses your personal and health information only for the purpose of delivering your NDIS supports. Your information is kept confidential and secure in accordance with the Privacy Act 1988 and our Privacy Policy. We will only share your information with other parties (such as your Support Coordinator, Plan Manager, or health professionals) with your informed consent.

You can access your personal information at any time by contacting us. If you believe your information is incorrect, you can request a correction.

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Emergency Contacts

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Contact Us

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This handbook was last updated in March 2026. Relief Wakes is a division of AusCongo Network Incorporated (ABN: 45 571 615 526).