Changing Tracks | Frequently Asked Questions
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Frequently Asked Questions

Got a question?  If you can’t find your answer below, try the Changing Tracks Participant Guidebook. Otherwise you are always welcome to give us a call.

Can someone else do the talking?

Yes. With your consent, Changing Tracks is happy to speak to another person who can act on your behalf. This person is called your Chosen Representative. Your Chosen Representative may be someone such as a family member, friend or advocate.

Who can access Changing Tracks?

We provide group based Support Services to people with disabilities, aged 15 years and over. Groups include up to four people supported by one staff member.

We may not have the facilities or capacity to meet everyone’s needs. At times, we may have limited capacity to provide more intensive programs, such as Individualised Support or Behaviour Management. Sometimes personal care needs may mean that Changing Tracks is unable to provide services. If this is the case, we will talk with you about this and assist with a referral to another agency if necessary.

Do I need to be a regular participant to attend events and holdays?

No, you don’t need to be in regular weekday programs to attend events or holidays with Changing Tracks. Events & holidays are on at various times throughout the year and you can tap into one or tap into them all. The choice is yours!

Please note: before accessing any Changing Tracks programs including Events & Holidays you need to have a Service Agreement and Service Booking with Changing Tracks in place. More information about Service Agreements and Service Bookings is located in the Guidebook.

Where do sessions take place?

We are a Community-Based organisation. This means the services we provide take place in the community, either in your local area or further away.

Regular week day programs generally take place in the Barwon region whereas holiday and events may be outside this area. We are always looking for new and interesting places to visit and explore!

Who will be in my groups?

Changing Tracks makes every effort to match people with similar interests, goals and skills. We’ll talk to you and provide information about the group in detail before you make your decision.

Our groups are always led by experienced staff who have the relevant training and interests for each program.

Is Changing Tracks a registered organisation?

Yes. Changing Tracks are registered with the NDIS (National Disability Insurance Scheme) and have undertaken an intensive accreditation process to ensure that we comply with mandatory regulations set out by the Department of Health & Human Services (DHHS). Changing Tracks will also undertake ongoing audits conducted by an external agency.

Changing Tracks has Public Liability and Professional Indemnity insurance policies in place to ensure all people involved with Changing Tracks are protected.

What sort of funding do I need to attend Changing Tracks?

Most people supported by Changing Tracks are funded by the NDIS. Your NDIS funding covers all of your support costs (generally the cost of staff).

If you have a different type of funding just give us a call to enquire.

Are there any other expenses during my sessions?

At times, there may be additional Out of Pocket Expenses to you, such as public transport fares, lunch during the week, spending money for Weekends Away or Holidays etc.

At times Changing Tracks may need to invoice you for Activity Costs. Activity Costs are expenses that cannot be covered by your NDIS funding and may include groceries for cooking, gym & swim admission, equipment costs, admission to events etc.

Can Changing Tracks help with my transport?

Changing Tracks may be able to assist with some travel arrangements either by using your NDIS funding or as an out of pocket expense. Contact us for more details.

How does Changing Tracks protect my personal information?

Changing Tracks treats your privacy very seriously, not just because it’s the right thing to do, but also because the law protects your privacy.

Your personal information collected by Changing Tracks is confidential, stored securely, and only available to Changing Tracks staff for the purpose of your supports.

Your personal information will not be shared with anyone else without your consent.

You can arrange to see a copy of your Changing Tracks file at any time by speaking to your staff member or contacting Changing Tracks by phone or email to make arrangements.

How can I find out what's on and how do I make a booking?

Once you have registered with Changing Tracks, we’ll let you know about upcoming events and programs. Our staff will also provide information to you during program times.

The Changing Tracks Website will also list new and upcoming programs, events and holidays.

Existing participants -if you wish to make a booking simply phone or email us or speak to a staff member during a program. All Changing Track’s contact details are on the ‘Contact Us’ page.

New participants are always welcome. Click here to get your Changing Tracks service started.

How do I cancel a scheduled session?

We understand that there will be times that you cannot make it to your sessions, however, it’s important that you notify Changing Tracks as soon as possible.

Cancel by calling or sending a text to Mat -0447 325 196 or Tony -0447 325 197

Weekday programs need to be cancelled by 3pm the day before the session.

Events Or Holidays need to be cancelled by 3pm at least 3 days before the session.

For more information please refer to the Guidebook

Can I change my mind and cancel my services with Changing Tracks?

Yes. You have choice and control over the services you receive through Changing Tracks.

You can end your Service Agreement with Changing Tracks at any time for any reason. If you wish to do this, please speak to Mat or Tony in person or over the phone, or notify us by email through the CONTACT US page.

How can I provide feedback to Changing Tracks?

Changing Tracks takes your feedback very seriously and is committed to resolving issues fairly and as quickly as possible.

Changing Tracks values feedback of any sort, whether it is a complaint, a compliment or a suggestion. We encourage participants and their chosen representatives to provide feedback freely.

This helps us to understand what is working well, what is not working well, and what people need and want from Changing Tracks.

There are 4 easy ways to provide feedback to Changing Tracks.

  1. Phone call – Mat 0447 325 196 or Tony 0447 325 197
  2. Email – info@changingtracks.com.au
  3. Website – CLICK HERE and follow the prompts
  4. In person – speak to any Changing Tracks staff member at any time

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.