Fully Managed Policies and Procedures for NDIS and Aged Care Providers

What is NDIS Verification?

Are you delivering lower-risk NDIS services, such as Therapeutic or Allied Health supports, Plan Management, Home Modifications, Vehicle and Transport services, Interpreting and Translation, or Assistive Products and Equipment? The NDIS Verification pathway is for you.

The term Verification relates to the type of NDIS Audit you need to undergo as part of the NDIS registration or renewal process, based on the types of NDIS supports or services you provide. NDIS Verification audits are smaller-scope audits conducted for businesses delivering lower-risk NDIS supports and services to NDIS Participants.

If you’re unsure whether you need to go through the Verification process, you can use Provider Institute’s VeriCert Tool to determine your registration pathway, based on the services you intend to provide.

What is NDIS Certification?

NDIS Certification audits are more intensive than the Verification audit process, and are conducted for businesses delivering higher risk NDIS supports and services to NDIS participants. Certification audits are split into 2 stages:

• Stage 1 is commonly referred to as the ‘desktop audit’ and consists of an Approved Quality Auditor conducting a review of the documentary evidence you provide, to determine how you comply with the ‘Core Module’ (the 22 Core NDIS Practice Standards) along with any other Supplementary Modules relevant to your NDIS registration application.
• Stage 2 comprises an onsite assessment, where your Approved Quality Auditor will visit your office and service delivery sites to examine your business’ implementation of and compliance with the NDIS Practice Standards.

If you’re unsure whether you need to go through the NDIS Certification process, you can use Provider Institute’s VeriCert Tool to determine your registration pathway, based on the services you intend to provide.

What is Support at Home (Aged Care)

From 01 November 2025, a new registration and renewal process will be in effect for Aged Care providers delivering home care (now called Support at Home) and residential care services.

Under the new model, providers will need to register based on the services they deliver from six (6) categories. The new registration categories are:

1. Home and Community Services: everyday support like cleaning, meal delivery, transport, and maintenance to help older people live independently at home.
2. Assistive Technology and Home Modifications: supplying equipment and making home improvements, such as mobility aids, handrails, and ramps, to enhance safety and ease of daily living.
3. Advisory and Support Services: personal support, community engagement programs, and help for issues like hoarding, to reduce isolation and promote inclusion.
4. Personal Care and Care Support in the Home or Community: direct personal care services delivered in the home or community, which may also encompass respite care.
5. Nursing and Transition Care: nursing care and transition services, helping older individuals manage periods of change in their care needs.
6. Residential Care (including respite): all services provided in a residential setting, including accommodation and care for older adults, as well as residential respite care.

If you want to register in Categories 4 – 6, you will need to undergo an audit through the Aged Care Quality and Safety Commission (ACQSC). This will require you to provide and show how you use policies and procedures that meet the Strengthened Aged Care Quality Standards.

You can see more about the categories and registration process here: https://www.health.gov.au/our-work/new-model-for-regulating-aged-care/how-it-works

How often are the policies updated?

Policies are reviewed and updated when there are changes to legislation, standards or industry guidelines. They are reviewed at least monthly for any changes.

Do you just add my business name or will the policies be tailored to my organisation?

The policies and procedures will be personalised to reflect your organisation’s structure, services, and branding. This includes responsibilities, timeframes, systems and processes (not just your business name). You can also request changes at any time, such as if you have a change in your organisational structure/position responsibilities, need to add/remove registrations or state/territory requirements.

How do I access the policies and procedures?

Policies are provided through a secure online system with an individual login for each user. Each user is allocated a permission level based on their role requirements.

Are the policies compliant with current legislation and standards?

Yes, managed policies are designed to align with the latest NDIS Practice Standards and the strengthened Aged Care Quality Standards, and other relevant frameworks such as Clinical Governance requirements. Document control is also managed in the system with a History function so you don’t have to worry about ‘old versions’ in circulation.

What support is available once signed up?

Support includes onboarding assistance to set up your tailored policies and procedures, monthly updates and alerts, Do Checklists and access to our 24/7 support desk for any questions or guidance with implementation or compliance. You can also request changes to your policies at any time (we encourage this to ensure your policies accurately reflect your organisation’s processes).

Can auditors access the policies and procedures?

Yes! You can nominate your auditor/s to the Compliance & Auditor role to allow them read-only access to view your policies and procedures. Once the audit has been concluded, you can then remove their access at any time.

What happens if regulations change?

Provider Institute monitors regulatory changes and updates your policies and procedures accordingly, making sure your organisation remains compliant without needing to track changes yourself. We also provide a Do Checklist to explain what has changed and how you can practically implement the new requirements in your organisation. All changes made to your policies and procedures can be easily seen on your Home page (Activity Stream).

Are there any lock-in contracts?

No. You can cancel your account at anytime. Note that cancelling your account will mean you no longer have access to the policies and procedures and you will not receive any further compliance updates.

Are there any individual user fees?

No. There are no user limits and the monthly subscription fee covers unlimited users for the Managed Policies and Procedures module.

Who is Pnyx?

Pnyx is a Client Management System (CMS) that we have partnered with to host Provider Institute’s managed policies and procedures service. It streamlines care planning, progress tracking, and document sharing, to provide easy communication between staff, clients, and their families—all while supporting compliance and improving service delivery efficiency.

We have chosen to work with Pnyx as they align with our values (Reliable, Genuine, Human, Trust-Worthy, Responsive), have experience working with Aged Care and NDIS providers since 2012, and simplify processes in an easy to use system.

Do I have to use or change my CMS to Pnyx?

No. If you are already using another CMS system and/or QMS system, you don’t have to change. Our Managed Policies and Procedures is an independent module. However, if you’re considering streamlining systems or are a new provider looking at solutions, this is a perfect way to keep everything in one platform!

What does the dashboard look like?