Ason Towers Care Hub – Support Worker Code of Conduct

Effective Date: 16/01/2026
Last Updated: 16/01/2026

1. Introduction

Ason Towers Care Hub (“Ason Towers”, “we”, “us”) operates a digital platform designed to help connect people seeking aged care, NDIS-related disability supports, and allied health services with independent support workers and service providers.

Our mission is to help make care more accessible by fostering respectful, transparent, and safe connections that support:

• choice
• control
• dignity
• inclusion

This mission is supported by shared values including:

• person-centred practice
• professional integrity
• safety
• respect for diversity

This Support Worker Code of Conduct sets out the minimum behavioural and professional standards expected of all Support Workers using the Platform.

It is intended to support positive relationships with Consumers and promote a safe and trustworthy environment for everyone.

This Code must be read together with:

• the Ason Towers Terms of Use
• the Incidents & Complaints Policy
• the Privacy Policy
• relevant NDIS and Aged Care Codes of Conduct

A breach of this Code may result in platform action and regulatory consequences.

2. Application and Status

This Code applies to all Support Workers who:

• create a worker profile on the Platform
• apply for or provide services through the Platform
• communicate with Consumers, Providers, or other users through Ason Towers

Support Workers operate as independent individuals or businesses.

Nothing in this Code creates:

• employment
• agency
• partnership
• fiduciary relationship

with Ason Towers.

3. Core Principles

Support Workers must uphold the following principles at all times.

RESPECT

Treat all members of the Ason Towers community with:

• dignity
• courtesy
• patience

Respect each person’s right to:

• self-determination
• informed choice
• personal decision-making.

PROFESSIONALISM

Support Workers must:

• act ethically and honestly
• perform duties competently
• act in the best interests of Consumers
• maintain professional behaviour at all times.

BOUNDARIES

Support Workers must maintain clear professional boundaries with Consumers.

SAFETY & SAFEGUARDING

Support Workers must prioritise:

• health
• safety
• wellbeing

of Consumers, themselves, and others.

ACCOUNTABILITY

Support Workers are responsible for:

• their actions
• documentation
• compliance with relevant laws and professional standards.

PRIVACY & CONFIDENTIALITY

Support Workers must protect personal and sensitive information.

GOOD FAITH

Support Workers must act honestly and fairly toward:

• Consumers
• Ason Towers
• the broader community.

CONFLICT OF INTEREST

Workers must avoid situations where personal interests conflict with Consumer interests or platform integrity.

4. Respect and Inclusion

Support Workers must:

• treat Consumers with dignity, patience, and empathy
• respect cultural, linguistic, religious, gender, sexual, political, and personal diversity
• support dignity of risk while helping manage foreseeable harm

Support Workers must never engage in:

• harassment
• discrimination
• abuse
• neglect
• exploitation

Ason Towers has zero tolerance for:

• violence or threats
• sexual misconduct
• financial exploitation
• discriminatory or hateful behaviour

Such conduct may lead to immediate account restriction and referral to authorities.

5. Professionalism and Communication

5.1 Communication

Workers must communicate:

• clearly
• truthfully
• respectfully

All messages should be appropriate and professional.

5.2 Responsiveness

Workers should respond to reasonable platform communications promptly, particularly where delays could affect safety or continuity of care.

5.3 Honesty

All information provided must be:

• accurate
• current
• not misleading

This includes:

• qualifications
• experience
• availability
• service fees

5.4 Attendance and Reliability

If a Worker cannot attend a scheduled service, they must:

• notify the Consumer as early as possible
• assist with reasonable alternative arrangements where possible

6. Boundaries and Prohibited Conduct

Support Workers must not:

• engage in sexual or romantic relationships with Consumers
• touch a Consumer inappropriately
• exploit a Consumer emotionally, financially, or socially
• steal from Consumers
• accept gifts that create dependency
• work under the influence of alcohol or illegal drugs
• purchase alcohol for minors
• purchase illegal substances for Consumers
• bring unauthorised third parties to services
• become beneficiaries in a Consumer’s will
• arrange services outside the Platform with Consumers met through the Platform without notifying Ason Towers

Additional restrictions for services involving minors

If a Consumer is a minor, Workers must not:

• take the minor to private residences
• introduce the minor to unrelated individuals during services.

7. Health, Safety and Scope of Practice

Support Workers must:

• only provide services they are qualified and trained to deliver
• refuse tasks outside their competence
• follow care plans where applicable
• maintain safe environments.

Restrictive Practices — NDIS

Restrictive practices must never be used unless lawfully authorised.

If restrictive practices are requested or used:

• notify Ason Towers immediately
• notify the NDIS Quality and Safeguards Commission
• cease services through the platform where required.

Restrictive Practices — Aged Care

Restrictive practices in aged care are strictly regulated.

Any suspected misuse must be reported to:

• Ason Towers
• the Aged Care Quality and Safety Commission.

8. Reporting Obligations

Support Workers must promptly report:

• abuse
• neglect
• exploitation
• violence
• serious incidents or near misses
• unsafe conduct
• suspected fraud or misuse of funding

Reports should be made to:

• emergency services where required
• relevant regulators
• Ason Towers through the Incident & Complaints process.

Failure to report serious concerns may itself be a breach of this Code.

9. Accountability and Record-Keeping

Support Workers must maintain accurate records including:

• support notes
• incident documentation
• changes in Consumer condition

Records may be required for:

• insurance claims
• investigations
• audits.

10. Privacy and Confidentiality

Workers must:

• keep Consumer information confidential
• use personal information only for lawful service delivery
• comply with the Privacy Act 1988 (Cth) and Ason Towers Privacy Policy.

Unauthorised disclosure of information is a serious breach.

11. Conflicts of Interest

Support Workers must avoid conflicts of interest such as:

• controlling a Consumer’s finances without authorisation
• providing services to close family members without approval
• accepting gifts or financial benefits from Consumers.

Potential conflicts must be disclosed to Ason Towers.

12. Good Faith and Platform Integrity

Workers must:

• act honestly toward the platform and its users
• use the platform for engagements initiated through it
• avoid circumventing platform safeguards

Providing services off-platform to avoid safeguards may result in suspension or removal.

13. Industry Codes of Conduct

Support Workers remain bound by:

• the NDIS Code of Conduct
• the Aged Care Code of Conduct

Breaches may result in regulatory penalties and platform action.

14. Breaches and Consequences

Breaches of this Code may result in:

• warnings or education
• restricted platform access
• suspension
• permanent removal
• referral to regulatory authorities.

15. Acknowledgement

By using the Ason Towers Care Hub platform, Support Workers confirm they have:

• read
• understood
• agreed to comply with this Code of Conduct.