Policies & Procedures
Policies & Procedures
We want our guests, families and support coordinators to be able to find out how we work: not just what we do, but how we make decisions, handle problems and keep people safe.
The policies below are available to anyone who asks. You do not need a reason, and you do not need to be a guest of ours to request one.
Our full manual
Our complete Policies and Procedures Manual sets out how we work across every part of our service, written to the NDIS Practice Standards.
Our policies
Cancellation & Refund →
Notice periods, what applies if you need to cancel, what happens if we cancel, and how out-of-pocket costs are treated.
Complaints & Feedback →
How to raise a concern, who can raise one, what happens next, and how to go to an external body.
Commitment to Child Safety →
How we keep children and young people safe, our screening and supervision, and how to report a concern.
Privacy
What personal information we collect, why we collect it, who we share it with and how we protect it.
Reviewing and updating
Every policy is reviewed at least once a year, and sooner if something changes: a change in the law or the NDIS Pricing Arrangements, feedback from a guest or family, or something we learn from an incident or a complaint.
When a policy changes in a way that affects you, we will tell you rather than leave you to find it.
Asking for a policy
If there is a policy you would like to see that is not listed here, please ask. We are happy to provide it, and happy to talk it through if anything is unclear.
Your rights
Nothing in our policies limits your rights under the Australian Consumer Law, the NDIS Act, or the NDIS Code of Conduct.
You can raise a concern with the NDIS Quality and Safeguards Commission at any time on 1800 035 544, whether or not you have spoken to us first.
Travel Buddy Adventures · ABN 87 678 587 490
NEED HELP? REACH OUT!
If anything on this page is unclear, or you'd like it in another format, please get in touch. We're happy to talk it through.