Quality and Compliance Policy

At St Giles Society Limited, we remain driven to deliver high-quality services that empower people living with disabilities to achieve their goals and live fulfilling lives. As a disability service provider, we operate in a highly evolving regulatory environment. The introduction of the National Disability Insurance Scheme (NDIS) and other reforms have brought about significant changes, opportunities, and challenges.

In this dynamic environment, compliance with relevant laws, regulations, and standards is of the utmost importance. Not only is it a legal requirement, but it also ensures that our services are safe, effective, and respectful of the rights and dignity of our clients. By prioritising compliance, we can promote quality client outcomes, maintain the trust and confidence of our stakeholders, and ensure the long-term viability of our organisation.

This policy applies to all employees and those representing our organisation, including our directors, and volunteers, noting that everyone is expected to understand, fulfil and uphold their compliance obligations which will be clearly communicated throughout their involvement with St Giles.

Our Commitment

This Quality and Compliance Policy outlines our commitment to meeting the requirements of the NDIS Practice Standards, the Australian Charities and Not-for-profits Commission (ACNC) Governance Standards, and other relevant laws and regulations. It provides a framework for our quality and compliance management system, which is designed to ensure that we deliver services that are person-centred, safe, and effective.

We strategically align ourselves to the ISO9001:2016 Quality Management Systems standards to ensure we are applying internationally recognised approaches and principes in the pursuit of high-quality service delivery and organisational performance.  

Our governance structures, industry and sector knowledge, along with our policy frameworks and quality management systems further support our conformance. As referenced within our Risk Management Framework, our systematic approach to quality and compliance further enhances and contributes to our risk culture.  

This policy focuses on quality and compliance principles, and does not comprehensively address operational processes, human resources, workplace health and safety, or financial management, which are covered in separate policies and procedures, accessible via our St.Giles Intranet.

Quality and Compliance Objectives

Our quality and compliance objectives are to ensure that services and resources operate in a consistent and effective manner to:

• ensure we maintain our NDIS Registration, and conform with all other relevant legislation and regulatory requirements,
• ensure we fulfil the requirements of the NDIS Terms of Business, and operate accordingly to our various contractual arrangements and funding agreements,
• continually focus on improving outcomes for our clients and families, through innovative solutions, outcome focussed services and evidence-based practices,
• maintain reflective practices and identify areas of improvement across all levels of the organisation, and where appropriate apply our change management framework to support successful implementation of key changes and improvements,
• ensure a culture of continuous quality improvement exists, and actively seek staff participation in quality related activities, and
• identify and implement quality initiatives which are in line with our vision and strategic directions.  

Quality Management System

Through our Quality Management System, we establish clear policies, procedures, and processes that guide our daily operations, ensure compliance with relevant regulations and standards, and facilitate ongoing monitoring, review, and improvement of our services.

We purposefully align and underpin our Quality Management System to our Risk Management Framework. This ensures that we are continuing to embed a proactive risk culture and that the necessary foundation to achieve our organisational objectives and establish a consistent approach to managing our operations, whilst capitalising on opportunities exists.  

All employees and those engaged by St Giles are expected to comply with policies, procedures and reasonable management directions, uphold our code of conduct and workplace behaviours and actively contribute to our continuous improvement.  Opportunities and guidance on how individuals can contribute will be facilitated through the leadership and management teams, and all individuals are encouraged to be proactive and put forward ideas and solutions throughout their tenure.

In keeping with theISO9001:2016 Quality Management Systems standards, we undertake a similar process to the Plan-Do-Check-Act (PDCA) cycle that enables continual improvement, whereby we focus on the integration of risk management and business planning. This integrated approach allows us to maintain a risk lens and optimise risk mitigation strategies, balanced against innovation, growth, and continuous quality improvement activities.

Employment Conditions

There are several employment conditions and requirements that need to be fulfilled and maintained, when working within the disability sector and our People & Culture Team will ensure these requirements are clearly outlined at time of on-boarding.

All of our employees and those representing our organisation, including our directors, and volunteers are required to hold a valid Working with Vulnerable People (NDIS Endorsement) which confirms they are cleared to work with and deliver NDIS services.  

Other employment conditions will be made clear throughout employee tenure and vary depending on individual roles. Active oversight of compliance is maintained by our People & Culture Team.

Workforce Support and Training

To support our workforce, all employees undertake and are expected to participate in training that is proportionate and relevant to their roles and responsibilities, focussed on raising awareness of compliance obligations and relevant regulatory frameworks that we operate within. This training compromises of annual e-learning modules and on the job training that equips them with the skills needed to navigate client situations and operational matters, act within the moment and make risk informed decisions that protect themselves, others and the organisation.

Further to this, leaders are required to instil and raise awareness of compliance obligations relevant to their teams and how conformance is achieved and maintained.

Our training content, systems and tools are regularly reviewed to ensure they remains consistent and reflective of our operational needs and compliant with legislative and regulatory requirements.

Completion of training is of the utmost importance and is one of the ways that St Giles ensures our workforce are supported and equipped with the knowledge required to fulfil their roles.

Roles and Responsibilities

As acknowledged throughout our Risk Management Framework, all parties play a crucial role in ensuring that risk and compliance activities are functioning as intended and remain effective. The below table aims to clarify the responsibilities held by key roles at a high level: 

The effective implementation of these roles and responsibilities is supported by the broader senior leadership team with support from our various corporate functions. Our Risk & Compliance Team further play an essential advisory and facilitation role across the organisation and are available to consult, provide guidance, and facilitate many of our compliance and safeguarding activities, enabling leaders and staff to discharge their quality and compliance responsibilities with confidence.

Breach of Policy

Our management team are committed to strengthening our compliance and the quality of our services and may use missed opportunities to educate individuals and reclarify expectations to promote compliance and adherence to the NDIS Practice Standards, and other relevant laws and regulations in which we operate.

Failure to fulfil and maintain employment conditions and/or complete mandatory training, impacts on our ability to deliver safe and quality services to our participants, under our NDIS Registration and is not tolerated. 

Furthermore, our no-tolerance stance for deliberate non-conformance is clearly defined within our Risk Appetite Statement.

In circumstances where serious and/or repeated breaches to this policy are identified, disciplinary action may be taken. Employees are encouraged to seek clarification pertaining to any of the requirements outlined within this policy, if there is any uncertainty.

Date issued: 21-2-2025