A conflict of interest arises when a staff member’s personal interests (or those of their family or friends) might influence their work decisions. This can be real, possible, or even just perceived, and all are important to manage across both our NDIS and aged care services.
Under the NDIS Code of Conduct, Practice Standards, and Aged Care Code of Conduct, providers must act with honesty, integrity, and fairness. Conflicts must be declared and managed so that participants and consumers can make informed choices about their supports and services.
– A worker supporting a friend or relative without disclosure
– Offering only Hosanna services without presenting alternatives
– Accepting money or gifts for referrals or decisions
– Investigating a complaint involving a friend or relative
– Managing services for someone you have a personal or financial relationship with
– Recommending aged care services when also providing NDIS supports (dual service conflicts)
– Financial interests in recommended service providers or equipment suppliers
If a participant/consumer asks a worker to be their advocate: We explain the conflict and record it. Participants may still choose their own advocate, but we ensure they understand the implications.
If Hosanna provides multiple services (NDIS + Aged Care):
– We inform the participant/consumer about potential conflicts between service types
– We offer other provider options
– We document participant/consumer choices and confirm they’re made freely
– We record this in our Conflict of Interest Register
– We report the conflict to the NDIS Commission and/or Aged Care Quality and Safety Commission if required
If Hosanna provides both Support Coordination and direct services:
– We inform the participant about the potential conflict
– We offer other provider options
– We document participant choices and confirm they’re made freely
– We record this in our Conflict of Interest Register
– We will report the conflict to the NDIS Commission if required or requested
Hosanna workers cannot accept money, gifts, or commissions that could affect their work decisions. We do not give or receive referral fees from any service providers, whether NDIS-registered providers, aged care services, or other community organizations.
As a participant or consumer, you have the right to:
– Be fully informed about any conflict of interest that may affect your services
– Make decisions free from pressure
– Change providers if needed
– Access advocacy support to help understand conflicts and your options
– Have a Registered Supporter assist with decisions (aged care consumers from November 1, 2025)
– Give feedback or make complaints without fear of negative consequences
– Protection from retaliation if you raise concerns about conflicts
Internal Process:
– All conflicts documented in the Conflict of Interest Register
– Regular management review and risk assessment
– Six-monthly declaration updates required from all staff
External Oversight:
– NDIS Quality and Safeguards Commission: 1800 035 544 (for NDIS-related conflicts)
– Aged Care Quality and Safety Commission: 1800 951 822 (for aged care-related conflicts)
– We manage conflicts to protect your rights across all services
– You’ll be informed if a conflict exists that may affect you
– You’ll always have choices and alternatives
– Staff must report any conflicts immediately
– Six-monthly reviews ensure ongoing transparency
– No gifts or commissions allowed from any service providers
– You can contact the relevant Commission or an independent advocate for support