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Ensuring quality

How you can be involved

Organisations funded by the Department of Communities have to show that their services and supports improve the lives of people with disability, their families and carers. This is done through a quality assessment process.

How does it work?

Through its Quality System, the Department of Communities evaluates service quality to ensure people with disability receive the services and supports they need. Service providers are expected to continuously improve their services and supports and help each person receiving their services meet agreed outcomes. A person’s outcomes refer to the difference the person experiences as a result of their involvement in a service or activity. The person with disability, their family and carers play an important role in quality evaluation by providing feedback on the services and supports they use.

How is service quality measured?

Quality is measured through:

  1. Service provider self-assessments
    Service providers complete a self-assessment every year. This includes information about service improvements they have made and their plans for the next 12 months.
    Service providers are encouraged to ask service users, families and carers for feedback as part of this process.
    These self-assessments are used by independent quality evaluators as part of their evaluations and by the Department of Communities to make improvements across the disability sector.
  2. Independent quality evaluations
    The Department of Communities uses independent quality evaluators to check that people with disability are receiving the services and supports they need from their service provider.
    Each service provider is evaluated, on average, once every three years.

How can I be involved in quality evaluation?

When a service provider is notified of their next quality evaluation, they are required to invite all service users, families and carers to participate. The invitation may be advertised on the service provider’s website, in their newsletter, sent out via an email or a letter in the mail.

You may then:

  • directly contact the evaluator to maintain anonymity
  • let the service provider know that you don’t want to participate, or
  • do nothing and the service provider will send your name to the evaluator for possible contact.

The evaluator will meet with you to discuss the services and supports you use. Confidentiality is paramount and you can withdraw at any time.
The evaluator summarises all information in a report that is presented to the Department of Communities and the service provider.

What should a quality service provide?

When you receive quality supports or services, you will:

  • know what to expect from your service
  • be involved in decisions about your service needs
  • be able to tell your service provider you want to try something different
  • have a say about how and where services are delivered
  • see how your feedback is improving your services.

Having a say at other times

You can have a say about your service and supports at any time.
If you have concerns about the service you are receiving, you should discuss this with your service provider in the first instance. Where this is unsuccessful or not possible, you can contact one of the services mentioned below.

Will my service improve?

Yes. The Quality System has processes in place to work through actions identified in quality evaluation reports. In addition, service providers are continuously improving their services with support from the Department of Communities.

Contact details

Disability Services Commission Consumer Liaison Officer
Phone: 6167 8333

Health and Disability Services Complaints Office
Phone: 6551 7600

Department of Communities, Disability Services
Address: 5 Newman Court Fremantle WA 6160
Email: Q&
Phone: 9426 9200
Country callers: 1800 998 214
TTY: 9426 9315

The content on this page is from the 'Ensuring quality' brochure. Copies of this brochure are available from the Department of Communities.

For enquires relating to the quality of NDIS funded services and supports please contact the NDIS Quality and Safeguards Commission.

Related documents

PDF version (also available in Word below)
What can I do if I’m unhappy with a disability service or support?

Word version
What can I do if I’m unhappy with a disability service or support?