Frequently Asked Questions

Yes. Changing Tracks is a registered NDIS provider and has completed a rigorous accreditation process to ensure full compliance with the regulations set by the NDIS Quality and Safeguards Commission. We also participate in ongoing external audits to maintain high standards of quality and safety.

In addition, Changing Tracks holds Public Liability and Professional Indemnity insurance to protect all participants, staff, and others involved with our programs.

Based in Geelong, Changing Tracks provides group-based support services for adults and school leavers transitioning to adult services.

While we aim to make our programs as inclusive as possible, we may not always have the facilities or resources to meet everyone’s individual needs. At times, our capacity to offer more intensive supports—such as Individualised Programs or Behaviour Management—may be limited.

In some cases, specific personal care or support requirements may mean that we’re unable to provide services safely or effectively. If this happens, we’ll talk with you about the situation and help connect you with another service or agency that can better meet your needs.

Yes. With your consent, Changing Tracks is happy to communicate with another person who can act on your behalf. This person is called your Chosen Representative and may be a family member, friend, or advocate.

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There are many advocacy services available for people with disabilities across Victoria. The following organisations are a great place to start and also have representation in the Barwon region:

• VALID – www.valid.org.au
  Provides advocacy support for adults with an intellectual disability across Victoria and maintains an extensive list of other advocacy services in the state.

• Villamanta Disability Rights Legal Service – www.villamanta.org.au
  A state-wide community legal service with a primary focus on supporting people with intellectual disabilities.

• ASSERT 4 ALL (A4All) – www.bdrc.org.au
  Offers information and individual advocacy for people with disabilities in the Barwon region.

• Rights Information and Advocacy Centre (RIAC) – geelong@riac.org.au
  Provides information, individual advocacy, and support for people with disabilities.

Yes. At Changing Tracks, you have full choice and control over the services you receive.

You can end your Service Agreement with Changing Tracks at any time, for any reason. To do so, simply speak with us in person, contact us by phone, or send a notification via email through the ‘Contact Us’ page on our website.

Changing Tracks takes your privacy very seriously. Not only is it the right thing to do, but it’s also required by law.

All personal information collected by Changing Tracks is confidential, stored securely, and accessible only to staff involved in providing your supports. Your information will not be shared with anyone else without your consent.

You also have the right to view your personal file at any time. To do so, simply speak with your staff member or contact Changing Tracks by phone or email to make arrangements.

Changing Tracks programs and services can be funded through your NDIS plan under the Core Supports, Capacity Building or Home & Living categories, depending on the type of activity or support you choose.

If you’re self-managed or plan-managed, you can use your NDIS funding to access our programs. If you’re NDIA-managed, we’ll confirm whether we can claim directly from your plan.

If you don’t have NDIS funding, you’re still welcome to get in touch — we can discuss other payment options or connect you with services that can assist with funding pathways.

Sometimes there may be additional out-of-pocket expenses, such as public transport fares, lunch during the week, or spending money for weekends away and holidays.

Each regular program delivered by Changing Tracks includes a term fee of $110 (GST inclusive), which is invoiced at the end of each term.

This fee helps cover the general running costs of the program that are not claimable through NDIS funding. These may include expenses such as groceries for cooking activities, gym or swim entry fees, equipment hire, specialist instructors, or admission to events.

No — you don’t need to be part of our regular weekday programs to join in on events or holidays with Changing Tracks. Our events and holidays run at different times throughout the year, and you’re welcome to join as many or as few as you like. The choice is yours!

Please note: Before taking part in any Changing Tracks program, including Events and Holidays, you’ll need to have a Service Agreement in place. You can find more information about Service Agreements in the Guidebook.

Once you’re registered with Changing Tracks, we’ll keep you updated about upcoming events and programs. Our staff also provide information during program times.

You can view new and upcoming programs, events, and holidays on the Changing Tracks website.

Existing participants: To make a booking, simply phone or email us, or speak with a staff member during a program. All our contact details are on the ‘Contact Us’ page.

New participants: You’re always welcome! Click here to get started with Changing Tracks services.

We understand that there may be times when you cannot attend your sessions, but it’s important to notify Changing Tracks as soon as possible.

Notice periods:

• Weekday programs: Please cancel at least 2 days before the session by 3 pm.

• Events & Holidays: Please cancel at least 5 days before the session by 3 pm.

For more information, please refer to the Guidebook.

‍Complaints & Feedback can be provided by yourself or by your chosen representative or advocate. It is your choice.

There are multiple ways that you can make a complaint or provide feedback to Changing Tracks including options to remain anonymous.

• Phone call – 0447 325 196 or to any other staff member

• Email – info@changingtracks.com.au

• Website – go to the ‘Contact Us’ page and complete the online communication form –you can do this anonymously if you wish.

• In person – speak to any Changing Tracks staff member at any time.

• An advocate can speak on your behalf. An advocate could be someone who you choose to represent you such as a family member, friend, or an independent advocacy service. This can also be completed anonymously if you wish.

• Complaints, Compliments & Feedback form -this form is provided to you during the registration process and is available for printing from the ‘Contact Us’ page on our website. This can also be completed anonymously if you wish.

• If you prefer not to speak to Changing Tracks, you can make a complaint directly to the NDIS Quality and Safeguards Commission. 1800 035 544 or www.ndiscommission.gov.au

At various times through the year, you or your chosen representative will be invited to contribute to surveys, evaluations and other feedback opportunities. We appreciate your assistance and honesty with this important process.