Client Code of Conduct

Understanding what each part of the code means is integral to being able to follow it. We’ve broken down each of the key elements to help you understand what they mean, and how you can apply them when receiving support via Mable.

1. RESPECT

Treat members of the Mable community with respect, dignity and embrace diversity. A culture of respect helps establish the trust that is required for positive relationships to happen. These values are core to your success on the Mable platform, and you should enter into every interaction with them in mind. The Mable community is an assortment of many different cultures and identities. Mable has a zero tolerance policy toward harassment or discrimination and will take decisive action if this is reported to us. Diversity can include the following:

• Race, colour, or ethnic origin
• Age
• Sex
• Sexual orientation
• Religion
• Gender identity
• Physical or mental conditions
• Political views

2. PROFESSIONAL BOUNDARIES

Be aware of the appropriate personal and professional boundaries and act at all times to protect those boundaries. Professional boundaries are not there to restrict a relationship, but to enhance it by setting clear guidelines on what falls inside and outside of that relationship. Respect and maintenance of personal boundaries is crucial to your professional relationship with your Support Providers. This means you must not:

• Inappropriately touch a Support Provider;
• Engage in a sexual relationship with a Support Provider;
• Act in a vulgar manner, or expose Support Providers to pornographic, sexually explicit or other inappropriate material;
• Steal from a Support Provider;
• Offer gifts to a Support Provider.

3. HEALTH AND SAFETY

Ensure health and safety requirements and best practices are upheld in the environment that Support Providers are providing care in. It’s important that you tell your Support Provider what your support needs are, related to the services you require. For example, this may include medication or mobility requirements. In order to ensure services can be provided to you safely by Support Providers, this means you need to:

• Be open and honest with your Support Provider about what your needs are, so that they can be safe, and support you in the best way possible. This may include providing one or more of the following documents:
  • Documented care plan;
  • Your relevant medical history provided by your GP;
  • Shadow shifts and training, induction and orientation opportunities with an experienced worker or friend or family member who understands your needs;
  • Your Aged Care Assessment; and/or
  • Other tools or referrals provided by an existing service provider.
• Be mindful of your own health, safety and wellbeing as well as your Support Provider. If you think an activity or duty may potentially put you, or the Support Provider at risk, discuss it with them first. Do not pressure or demand a Support Provider provide support that they do not feel capable of, or in some cases, qualified or experienced to provide.
• Provide an environment where care and support services can be delivered safely by the Support Provider and disclose any potential risks that you are aware of to your Support Provider including environmental risks, access hazards or pets. Advise the Support Provider if there are other people present at the premises and if there could be any concerns with another person present at the premises.

Restrictive Practices (NDIS)

If you are an NDIS participant and have restrictive practices in your Behaviour Support Plan you must use a registered provider who is registered with the NDIS Quality and Safeguards Commission. If you enter into an agreement with a Support Provider and:

3. 3. 1. You have not disclosed that you have restrictive practices in your Behaviour Support Plan; and/or
      2. Restrictive practices are used during a support session; and/or
      3. You request that the Support Provider use restrictive practices during a support session.

If any of the above occurs, you must:

3. 3. 1. Inform Mable’s Trust and Safety Team;
      2. Notify the NDIS Quality and Safeguards Commission; and
      3. Cease receiving services via the Mable platform immediately.

Restrictive Practices (Aged Care)

In respect of Aged Care, you are not permitted to request restrictive practices from any Support Provider you receive support services to on the platform unless they are authorised to carry out restrictive practices. If there is inappropriate use of restrictive practices, you should:

3. 3. 1. Inform Mable’s Trust and Safety Team; and
      2. Notify the Aged Care Quality and Safety Commission as it could be a Priority 1 or 2 incident under the Serious Incident Response Scheme.

For more information on restrictive practices please refer to the NDIS Quality and Safeguards Commission resources and the Aged Care Quality and Safety Commission resources on restrictive practices.

Criminal Conduct

As stated in the Mable Terms of Use, you cannot receive services via the Mable platform if you, or anyone present at your Premises:

1. 1. 1. has been convicted of any serious criminal offence, or any criminal offence involving violence, assault, any sexual offence, or any offence relating to the safety of children or vulnerable persons (Relevant Criminal Conduct);
      2. has ever been the subject of investigation or legal action in respect of Relevant Criminal Conduct that has not been notified in writing to Mable; or
      3. has been and/or is currently required to register as a sex offender in any jurisdiction or with any governmental entity.

4. GOOD FAITH

Act in good faith to Mable, your Support Provider, or anyone else you meet or interact with on the Mable platform. Good faith is about treating the platform and the processes with honesty and integrity. You are not protected by the Mable suite of safeguards if you engage Support Providers outside the platform. We therefore expect for all Support Providers introduced to you via the Mable platform, you will properly engage and document their services via the Mable platform. If a Support Provider approaches you to provide care services outside the Mable platform, it is important that you immediately notify Mable. Payment for support sessions must be processed via the Mable platform and you must not provide cash payments to Support Providers directly for services that they have provided. It is important that reviews you leave on the platform are an accurate reflection of the services experience that has been provided by Support Providers. Therefore, you must ensure that you provide feedback that is honest, respectful and accurate. When services are provided by Support Providers, they should be paid for. You must not deliberately withhold payments from Support Providers for services they have provided.

5. REPORTING

If there is an issue with the services being provided, you will tell Mable and the appropriate regulatory body and/or emergency authority about it. If an incident occurs, or you would like to make a complaint about Mable or a Support Provider, please contact the appropriate regulatory authority or emergency service, as required. Please also notify the Mable Trust and Safety Team. The process for reporting incidents and making complaints is outlined in the Mable Incidents and Complaints Management Policy.

6. CONFLICT OF INTEREST

A conflict of interest may exist when your personal interests are inconsistent with those of Mable or your Support Providers. You must not use your role as a Client to benefit your family, friends or associates or defraud the NDIS or Home Care Packages Program. Examples of this include:

• Management of accounts – Support Providers must not be in control of your Mable account and, in general, must not deal with your finances. You should seek approval from Mable if a situation arises where it is necessary for a Support Provider to support your use of your Mable profile.
• Family members must not provide support services to family members as a Support Provider unless you can provide us with proof that you have permission to do this from the NDIA or Department of Health and Aged Care.