18 July 2026
By Morgan Duncan, Copywriter
Our Customer and Practice team worked diligently to ensure that good practice shows up in everyday support, not just in policy documents. The work centred on providing safe, consistent support and ensuring that team members have the skills and tools to excel in their jobs.
This meant more time in homes and services, more listening to people we support, and more work to simplify systems. The result is that team members could spend less time chasing paperwork and more time with the people they support. It also meant fronting into external scrutiny with confidence, knowing that our systems, training and incident responses were being tested by independent eyes.
NDIS Certification Audit (Stage Two)
This year, Achieve completed the Stage Two NDIS Certification Audit. Over 5 days, auditors visited 10 sites, met with 25 people we support and their families, and spoke with 30 team members across a mix of homes and programs.
The audit team looked closely at how we uphold people’s rights, how decisions are governed, and how we support people with complex health and behaviour needs. They saw our work in High Intensity Daily Personal Activities and Behaviour Support, and how clinical and frontline teams work together in practice, not just on paper.
The results confirmed strong performance in key areas, including:
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Rights and responsibilities
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Provider governance
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High Intensity Daily Personal Activities
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Behaviour support
Achieve’s Quality Champions Program was featured as a key point of interest for our Audit team. They were able to see how first-hand feedback from people we support directly feeds into action; with local changes, new training and follow up visits.
NDIS Quality and Safeguards Commission review
In April 2025, the NDIS Quality and Safeguards Commission reviewed Achieve’s Support Coordination policies and practice. The review examined how independent our Support Coordination is, how clearly we communicate with participants and families, and how we manage governance and conflicts of interest.
Ahead of the review, the Customer and Practice team worked with Operations to tighten documents, clarify roles and ensure Support Coordinators had simple, current guidance. The aim was to make it easier for coordinators to show how they act in the person’s best interests, and how they separate coordination decisions from other services.