Customer wellbeing & safeguards

At Yooralla, we are committed to providing safety, quality and wellbeing to every person who uses our services.

We seek to ensure the human rights of all people with disability who use our services are upheld in accordance with the United Nations Convention on the Rights of People with Disabilities (UNCRPD).

Yooralla’s Quality, Innovations & Safeguards (QIS) unit has responsibility for developing, leading and coordinating the quality, safeguards and empowerment models of support across the organisation.

The QIS unit aims to ensure Yooralla prioritises:

  • upholding the rights of people to be free from abuse
  • preventing and reducing incidents of abuse
  • improving outcomes for individuals.

How we're upholding safeguards

In all our work, our values are at the centre of everything we do. As such, we apply our strong customer-focus, courage, authenticity, accountability, respect and passion to upholding our safeguards.

We have undertaken an extensive program to unearth instances of abuse and to embed a safeguards and rights framework within Yooralla.

For more information, you can download our handbook detailing our eight key areas of reform to better protect the rights and wellbeing of customers from abuse, harm and neglect below.

Hard copies are also available at Yooralla offices.

You can also request a copy via post by calling 03 9666 4500 or emailing us at

View Yooralla's policies in regards to customer wellbeing and safeguards, staff employment and conduct, and business operations.

Yooralla Service Review

Between February – July 2015, international audit and advisory firm, KPMG, conducted a Funded Organisation Service Review of Yooralla, on behalf of the Department of Health and Human Services (DHHS), in relation to the disability services that the department funds.

The review’s focus was on safety and quality in Yooralla’s services provision, as well as the management and governance systems that ensures that provision.

The review examined whether or not Yooralla’s policies, procedures and practices were appropriate, and if they were being consistently applied. Also examined were the ways in which senior leadership and management provided direct oversight and drove corrective intervention as required, to ensure the safety and wellbeing of customers.

The resulting report found that Yooralla was delivering better and safer outcomes for customers. According to findings, real and significant changes had been made within Yooralla, including major enhancements to work practices.

It was also noted that improved recruitment and training continued across the organisation to ensure better care and reduce risk, combined with more stringent checks and balances, and that staff and customers were encouraged to join the customer improvement process.

The report’s positive findings are a firm reflection of the organisations commitment to its mission: to provide quality, sustainable and flexible services that uphold human rights, in turn creating opportunities and empowering individuals to live the life they choose.

Learn more about the Yooralla Service Review.

The Joyce Report 2012

Yooralla’s Client Wellbeing & Safeguards Action Plan was established in 2012 in response to The Joyce Report 2012, which followed a review of Yooralla’s management of allegations of assault.

Learn more about the Joyce Report 2012.


Customer Charter


Download: Customer Charter of Rights and Responsibilities (Word, 56kb) 57kb Customer-Charter-of-Rights-and-Responsibilities-A4.docx

Quality and Empowerment Framework


Download: Quality and Empowerment Framework (PDF, 1.1mb) 1146kb Quality-and-Empowermnet-Framework-20141021.pdf


Download: Quality and Empowerment Framework (Word, 3.3mb) 3481kb Quality-and-Empowermnet-Framework-20141021.docx

How we're upholding safeguards


Download: How we're upholding safeguards (PDF, 7.07mb) 7240kb How-were-upholding-safeguards_web.pdf


Download: How we're upholding safeguards (Word, 376kb) 385kb How-were-upholding-safeguards_Accessible-word.docx

Easy English

Easy English Icon


You can ask for an Easy English factsheet.

Computer - Easy English 

Click on   Easy English Summary.

Stay informed on the NDIS!

Subscribe to our newsletter

Personal Details

Sign up to receive stories and updates