Why All Case Notes, Emails, and Reports Belong to MTH – and Must Be Submitted

Under NDIS compliance, the registered provider (Made To Help) is ultimately responsible for demonstrating evidence of service delivery, not the contractor. That means:

• Support workers/contractors must complete case notes for every shift.
• Support coordinators must provide MTH with copies of all emails, reports, or records of calls made on behalf of participants.
• All records must be retained by MTH (not the individual contractor), because the NDIS Commission holds MTH accountable during audits.
• Contractors are engaged under contract, meaning their work output (notes, emails, reports) is the intellectual property of MTH.

At Made To Help (MTH), we take our compliance obligations with the NDIS Commission seriously. As the registered NDIS provider, MTH — not individual contractors — is accountable for the evidence of supports delivered.

This means that all contractors, whether support workers or support coordinators, must provide their work records to MTH.

1. Case Notes – Mandatory for Every Shift

Every shift delivered by a support worker must include case notes that:

• Record what supports were provided
• Highlight any issues, risks, or changes in the participant’s situation
• Provide a clear, auditable record if the NDIS requests evidence

Failure to complete case notes exposes both the contractor and MTH to compliance risks.

2. Support Coordinator Evidence – Reports, Emails, and Calls

Support Coordinators often communicate with participants, families, and providers through emails, phone calls, or written reports. Under our compliance framework:

• All of this information must be copied or sent to MTH
• MTH retains the evidence so that, if audited, we can show exactly what was done, when, and why
• Coordinators cannot keep separate private records, as this leaves MTH unable to evidence compliance

3. Intellectual Property – Belongs to MTH

When you provide services as a contractor:

• The case notes, reports, and correspondence you create are the property of MTH
• This is written into your contract of engagement
• Contractors are delivering services under MTH’s registration; therefore, all outputs form part of MTH’s intellectual property and compliance record

4. Why This Matters – Protecting Participants and Providers

By centralising records with MTH, we:

• Ensure the NDIS Commission can see clear, complete evidence if requested
• Protect participants by maintaining continuity of information across their supports
• Protect contractors, because responsibility for storing and producing evidence lies with MTH, not the individual

5. Our Expectation of All Contractors

• Support Workers: Complete case notes for every shift, on time, using the agreed platform (Careflo).
• Support Coordinators: Provide MTH with all reports, emails, and records of calls. Do not store these only on personal devices.
• Everyone: Understand that all work produced while delivering services under MTH belongs to MTH.

✅ In summary: If the NDIS Commission asks, MTH must provide the evidence—not you. That’s why all notes, reports, and communications must flow back to us. This protects participants, contractors, and the organisation as a whole.