MyKleener: NDIS participants and safeguarding

Last updated: 22 October 2026

This page is for NDIS participants, their families, carers, nominees and plan managers, and for anyone who wants to know how we keep people safe. We hold ourselves to the same standards for everyone.

The NDIS Code of Conduct

The NDIS Code of Conduct applies to us and to everyone we employ or engage, whether or not a provider is registered with the NDIS Commission. Every technician must:

1. Respect each person's right to freedom of expression, self-determination and decision-making. We ask, we do not assume.
2. Respect privacy. Nothing about a customer or their property is photographed, discussed or shared except through the app for the job.
3. Provide the service safely and competently, with care and skill, including van and equipment checks every shift.
4. Act with integrity, honesty and transparency. The price is quoted in the app and only that is charged.
5. Promptly raise and act on concerns about quality or safety.
6. Take all reasonable steps to prevent and respond to violence, exploitation, neglect and abuse of people with disability.
7. Take all reasonable steps to prevent and respond to sexual misconduct. No unwelcome contact, comments or images, ever.
8. Not engage in unfair pricing. No extra charges, upselling or pressure aimed at a participant because of their funding.

Breaching the Code can lead to action by the NDIS Commission, including a banning order, and to action by us, including suspending a technician from jobs.

What technicians do and do not do at your home

• Arrive when booked. If you are not home, they follow the access note in your booking and do not enter otherwise.
• Never ask for or hold your money, cards, NDIS plan details, passwords or keys.
• Never accept gifts of value, loans or favours.
• Never provide personal care, and are never alone with a participant's children or dependants. If asked, they decline and log it.
• Report any change in your wellbeing that worries them.

Worker screening

In Western Australia an NDIS Check is not mandatory for workers of an unregistered provider, but we require one. A technician may be assigned a job at the property of a participant we know about only if they hold a current NDIS Check clearance, and we track when it expires. A technician must tell us within one business day if their clearance is refused, suspended or cancelled.

Your information and choices

Telling us you are an NDIS participant is optional. We ask for your consent, only admins can see it, and you can withdraw it at any time. We do not ask for disability information, diagnoses or plan details. The full detail is in the MyKleener privacy policy.

How to make a complaint

Anyone can complain: a customer, participant, family member, carer, advocate, technician or member of the public. You can complain for yourself or through someone else on your behalf.

• Email contact@myglobal.dev or phone 0487 588 090.
• You can also contact the NDIS Quality and Safeguards Commission at any time. You do not need to complain to us first. Phone 1800 035 544 (free call from most landlines), or visit ndiscommission.gov.au. If you are deaf or have a hearing or speech impairment, TTY is 1800 555 677, or use the National Relay Service on 1800 555 727. If anyone is in danger, call 000.

No retaliation. No one will be penalised, refused service or treated worse for complaining to us or reporting to the Commission.

What happens next

1. We log your complaint the day it arrives.
2. We acknowledge it within 2 business days, in the way you prefer, and tell you who is handling it.
3. If anyone is at risk we act on that first. Complaints about abuse, neglect, exploitation or sexual misconduct go straight to the director and, where a crime is alleged, to police.
4. We tell the person complained about what the complaint says and give them a fair chance to respond before any decision. We may suspend a technician from jobs as a precaution. That is not a finding.
5. We aim to decide and resolve it within 21 days. If it will take longer, we tell you why and give a new date.
6. We tell you the outcome and reasons in writing, and that you can go to the NDIS Commission if you are unhappy.
7. We record the outcome and review complaints quarterly for patterns, and make changes where needed.

Complaint records are visible to admins only and are kept for 7 years.

Incidents and safeguarding concerns

An incident is anything that harmed, or could have harmed, a person, pet or property, or that raises a safeguarding concern, including signs of abuse, neglect, exploitation, violence, sexual misconduct, self-harm, or a customer who seems unsafe at home. If you see something like this, a technician must make people safe first, call 000 if anyone is in danger, and log the incident before leaving the job or within the same shift. They do not investigate at the scene and do not promise outcomes or confidentiality.

The director reviews every incident the same business day. For serious incidents we contact police where a crime may have occurred, notify the customer's plan manager or nominee as appropriate, and consider whether to report to the NDIS Commission, recording our decision and reasons. An incident stays open until what was done, and any change to prevent a repeat, is recorded. Incident records are kept for 7 years.

If your information is breached

If a breach is likely to cause serious harm we tell the people affected and the Office of the Australian Information Commissioner as soon as practicable, and also tell the plan manager or nominee if the customer is an NDIS participant.

Our NDIS policies are reviewed every 12 months, and after any serious incident or breach.

Contact

My Global Pty Ltd
Post: PO Box 202, Greenwood WA 6924, Western Australia
Email: contact@myglobal.dev
Phone: 0487 588 090