📖 Easy Read Edition: This page uses simple words and clear picture cards. Switch to the Full Standard Edition of this Policy Page.
Making Sure Your Choices Come First – Easy Read Conflict Guide
Written by Jenny Mathers | Support Coordinator, Author & Carer Advocate
💡 At a Glance: Our Main Goal
⏱️ Estimated Read Time: 4 minutes
Central Goal: You are the boss of your support. This is called Choice and Control. We will always prioritise what you want and need.
- Document Reference: SG-COI-ERG-2026-v2.0 (Effective Date: 12 September 2026, Version 2.0, Approved by Jenny Mathers).
- Simple Meaning: A conflict happens when a worker’s personal or business interests clash with your goals.
- Independent Family Store: The online store is owned 100% by Jenny’s son as a separate business. Steady Guide has no book sales, does no cross-promotion, and never discusses her family’s businesses during support coordination.
- The Three Provider Rule: Whenever you need a service, we always show you 3 independent choices so you can choose freely.
- Our Safety Promises: No pressure sales, no service bundling, no over-servicing, and no backroom deals.
- Your Rights: You always have time and space to decide, and you can speak up or make a complaint at any time.
🗺️ What is in This Guide (Quick Navigation)
- Section 1: Document Control & What This Guide Is About
- Section 2: What Is a Conflict of Interest?
- Section 3: How We Manage Family Business Conflicts
- Section 4: The Three Provider Rule
- Section 5: What We Will Never Do
- Section 6: How We Tell You About Conflicts
- Section 7: Your Rights and How to Speak Up
- Section 8: Contact Information
Section 1: Document Control & What This Guide Is About
| Reference | Version | Effective Date | Approved By | Review Date |
|---|---|---|---|---|
| SG-COI-ERG-2026-v2.0 | 2.0 | 12 September 2026 | Jenny Mathers | 12 September 2027 |
This guide explains how Steady Guide manages Conflicts of Interest. We want to do what is best for you at all times. If a worker or their family owns a business, we make sure that business never interferes with your support coordination.
Section 2: What Is a Conflict of Interest?
A conflict happens when a worker’s personal or family business interests clash with your goals. There are three types of conflicts:
1. Actual Conflict
A real problem is happening now.
Example: A worker tells you to buy something from a family member’s shop.
2. Potential Conflict
A problem that could happen in the future.
Example: A family member opens a shop that sells products related to disability supports.
3. Perceived Conflict
When someone else might think a problem exists.
Example: A participant wonders if a worker is recommending a service because a family member is involved.
Section 3: How We Manage Family Business Conflicts
Jenny Mathers’ son owns and operates an independent online store on his own separate domain. Because of the family relationship, Steady Guide enforces four strict rules to manage this potential conflict:
1. Wholly Separate Business
The online store is owned 100% by Jenny’s son and sells items the disability community need. Steady Guide receives no money from sales and does not sell any goods connected with the online store.
2. No Cross-Promotion
Steady Guide does not advertise, market, or promote the son’s store on our website, social media, or newsletters.
3. No Discussion During Services
Workers are strictly forbidden from discussing or mentioning the store during Support Coordination meetings or calls with participants.
4. Complete Freedom of Choice
Your support coordination is completely independent. You never have to buy anything to receive support from Steady Guide.
Section 4: The Three Provider Rule
We use the Three Provider Rule to keep our referrals open and honest. This stops us from ‘steering’ you toward any single provider or business.
How the Three Provider Rule Works:
- We listen to the service or resource you need.
- We find three independent businesses or options that can help.
- We give you the details for all three options without favoring any single business.
- You pick the option you like best.
🌐 Transparent Referral Directory
In accordance with our Three Provider Rule and Ethical Firewall, Steady Guide publicly registers active, non-exclusive referral pathways.
Explore Active Referral Pathways Directory [External Link – Opens in new window]Section 5: What We Will Never Do
We follow strict ethical rules to protect your independence and rights:
No Pressure Sales
We will never push, force, or rush you to buy any product or service.
No Bundling
We will never link support coordination to buying external items or taking secondary services.
No Over-Servicing
We only provide the exact support coordination hours you need for your goals.
No Kickbacks or Commissions
We never accept gifts, payments, or referral fees from any external business or provider.
Section 6: How We Tell You About Conflicts
Under Australian Privacy Principle 1 (Open and Transparent Management), Steady Guide is completely open and honest with you.
If a potential conflict arises, we follow these clear steps:
- We tell you immediately: We use simple, clear words so you understand right away.
- We log it in our Register: We document the conflict in our formal Conflict Register for complete accountability.
- We give you time and space: You get all the time you need to think. You never have to make a fast decision.
- You can speak up: If you are unhappy with any option, you can speak up or change your mind anytime.
Section 7: Your Rights and How to Speak Up
You have strong legal rights under the Privacy Act and NDIS Practice Standards:
Right to Inquire
You can ask questions at any time about any business relationships or potential conflicts.
Right to Change Providers
You can choose or change service providers or support coordinators at any time without any penalty.
Right to Complain Without Fear
You can lodge a complaint or feedback anytime. You are strictly protected from any bad treatment or service changes.
📚 Words That Are Hard to Understand
Conflict of Interest: When a worker’s personal choices or family business could get in the way of what is best for you.
Choice and Control: You are the boss of your life and your NDIS support. You pick who helps you.
Three Provider Rule: Our rule where we always show you 3 independent business choices so you can choose freely.
APP 13 (Correction Rights): A privacy law that gives you the right to fix any wrong information held about you for free within 30 days.
Section 8: Contact Information
If you have any questions about this policy or want to declare a concern, please contact us:
| Key Contact | Jenny Mathers, Principal Support Coordinator |
| Organisation | Steady Guide |
| Location | Toowoomba, Regional Queensland |
| Phone | 0424 766 144 |
| jenny@steadyguide.com.au | |
| Website | steadyguide.com.au |
At Steady Guide, we believe that honesty and clear communication make the best support. You are always in control of your choices.
Ref: SG-COI-ERG-2026-v2.0 • Effective: 12 September 2026