Governance and Operational Management

1. Purpose

This policy establishes the governance and operational management framework for Hausmate Pty Ltd, ensuring accountability, transparency, and compliance with all obligations under the NDIS Act 2013, the NDIS Practice Standards, and applicable Commonwealth and State legislation.

2. Governance Structure

Registered NDIS Provider

Hausmate holds registration as an NDIS provider under the National Disability Insurance Scheme Act 2013. Our registration number is maintained with the NDIS Quality and Safeguards Commission and is available upon request.

Key Personnel

Hausmate maintains a list of Key Personnel as required under the NDIS (Provider Registration and Practice Standards) Rules 2018. All Key Personnel have completed relevant probity checks and meet the character requirements of the NDIS Commission.

Organisational Structure

• Director / CEO — Overall accountability for NDIS compliance, organisational governance, and strategic direction
• Operations Manager — Day-to-day service delivery, staff management, and quality assurance
• Compliance Officer — Policy maintenance, NDIS reporting, incident management, and audits
• Support Staff / Cleaners — Direct service delivery in accordance with participant Service Agreements

3. Leadership Responsibilities

Hausmate's leadership team is responsible for:

• Maintaining NDIS registration and ensuring ongoing compliance with all conditions of registration
• Setting and communicating organisational values, including a commitment to participant safety and rights
• Ensuring sufficient resources are available to deliver quality supports
• Oversight of incident, complaint, and risk management systems
• Engaging with external auditors and the NDIS Commission as required
• Promoting a culture of continuous improvement and accountability

4. Compliance Framework

Hausmate maintains a Compliance Register that tracks all regulatory obligations, renewal dates, and reporting requirements. This register is reviewed quarterly by the Compliance Officer and annually by the Director.

5. Quality Management

Hausmate's quality management system includes:

• Annual internal quality review against NDIS Practice Standards
• External NDIS audit conducted at registration renewal (every 3 years for non-complex registrations or 18 months for higher-risk registrations)
• Regular participant satisfaction surveys
• Monthly review of incident and complaint data to identify systemic issues
• Staff performance reviews and supervision

6. Policy Management

All Hausmate policies are:

• Reviewed at least annually, or following a significant incident, legislative change, or audit finding
• Approved by the Director prior to implementation
• Made available to all staff during induction and via the staff portal
• Published on the Hausmate website for participant access
• Version-controlled with an effective date and next review date recorded

7. Financial Governance

Hausmate maintains transparent financial practices in line with NDIS provider obligations:

• All NDIS claims are submitted at or below the applicable NDIS Price Guide rates
• Financial records are maintained for a minimum of 7 years
• No participant funds are held or managed by Hausmate outside the agreed service delivery framework
• The organisation undergoes annual financial review

8. Continuous Improvement

Hausmate is committed to a cycle of continuous improvement. Improvements are identified through:

• Analysis of complaints, feedback, and incidents
• Participant and staff feedback
• Internal audits and external NDIS audits
• Changes to legislation, NDIS Practice Standards, or Price Guide
• Benchmarking against sector best practice

Improvement actions are recorded in the Continuous Improvement Register, assigned an owner, and tracked to completion.