Frequently asked questions
Below are answers to the questions people ask most about our NDIS disability support services in City/RegionCity/RegionCity/Region. If you can’t find what you need, contact us — we’re happy to help.
Quick basics
What services do you provide?
We offer Household tasks & meal preparation, Transport, Community participation & social support, Life skills & independence training, Support Coordination, Therapy supports (OT, physiotherapy, speech, counselling), Short-Term & Medium-Term Accommodation (respite) and Supported Independent Living (SIL). See our Services page for full details.
Do you support all plan types?
Yes. We work with self-managed, plan-managed and NDIA-managed plans
Yes. We work with self-managed, plan-managed and NDIA-managed plans
We support participants across Insert suburbs/regions Insert suburbs/regions Inserts burbs/regions. If you’re nearby but not listed, ask us — we may be able to help.
How quickly can services start?
We aim to respond within Insert time frame,e.g.,1–2 business days Insert timeframe, e.g., 1–2 business days Insert time frame,e.g.,1–2 business days and schedule supports as soon as possible. Start dates depend on availability and the supports you choose.
Funding, pricing & agreements
How does NDIS pricing work?
We follow the current NDIS Pricing Arrangements and Price Limits (PAPL). We’ll explain line items, travel rules and inclusions in plain English before you start.
Will I sign a service agreement?
Yes. It outlines what’s included, where and when services happen, how changes/cancellations work, and your rights. You’ll get a copy to review before you sign.
Do you charge for travel or non-face-to-face time?
Sometimes — only in line with PAPL and agreed with you first. We’ll show these items clearly in your service schedule.
What’s your cancellation policy?
We follow the current NDIS cancellation rules. Your service agreement will explain notice periods and what happens if a session is missed.
Can you help me understand my budget?
Absolutely. We’ll map your goals to relevant Core, Capacity Building or Capital funding and keep explanations jargon-free.
Starting services & scheduling
Can I choose my support workers?
Wherever possible, yes. We try to match skills, language, culture and interests. If something isn’t working, tell us and we’ll adjust.
Do you provide support on weekends and evenings?
Many services are available outside business hours. We’ll discuss availability and any relevant pricing differences up-front.
Can you provide female/male workers on request?
Yes, subject to availability and safety. Tell us your preference and we’ll try to match.
Can supports happen at home, in the community or at school/work?
Yes — we deliver supports where they make sense. We’ll plan locations together and obtain consent where needed.
How do you handle changes to the roster?
We communicate changes as early as possible and offer alternatives that suit your schedule.
Service-specific questions
Household tasks & meal preparation — what’s included
Cleaning (surfaces, bathrooms, kitchen, floors), laundry/ironing, bed-making/linen, basic decluttering, rubbish removal, grocery support, meal planning and culturally preferred cooking. (We don’t do major repairs or hazardous waste.)
Transport can you wait during appointments?
Yes, we can stay and support you at check-in or return later for pickup. We also offer travel training for public transport confidence.
Community participation, do you run groups?
We support 1:1 and small groups. Options include social groups, sport, arts/culture, volunteering and quiet activities — tailored to your interests.
Life skills — what skills can we work on?
Budgeting/banking, cooking/food safety, digital skills (myGov, my NDIS), time management, tenancy routines and safe travel. We set clear goals and track progress.
Support Coordination — are you independent?
Yes. We help you understand your plan, choose providers, and prepare for reviews. Our focus is what fits you.
Therapy supports — do you provide reports?
Yes, as needed for reviews. Our OT, physio, speech and counselling supports are goal-focused and practical.
STA/MTA (respite) — how long can I stay?
It depends on your plan and goals. We’ll plan the stay with you (meals, activities, safety) and review what worked.
SIL — how do you match housemates and staff?
We look at compatibility, routines, communication styles and goals. You can meet staff and housemates before moving in where possible.
Quality, safety & rights
How do you ensure quality and safety?
Worker screening, induction, mandatory training, regular supervision and audits aligned with NDIS Practice Standards. We review supports and act quickly on feedback.
How do I give feedback or make a complaint?
Tell any staff member, use our feedback form, or contact us confidentially. We’ll acknowledge your message, investigate, and keep you updated on outcomes. You can also contact the NDIS Quality and Safeguards Commission.
Will my information be kept private?
Yes. We collect only what’s needed to deliver services and keep it safe in line with our Privacy Policy and Australian Privacy Principles.
What happens if something goes wrong during a shift?
We follow clear incident procedures focused on your safety and communication. We’ll inform you and/or your chosen contact and agree next steps.
Access & inclusion
Do you provide culturally safe services?
Yes. We respect language, faith and cultural practices and try to match workers where possible. Interpreters are available on request.
Can I get Easy Read or large-print information?
Yes — ask us for Easy Read or large print materials and we’ll provide them.
Are assistance animals welcome?
Absolutely.
Do you support LGBTQIA+ participants?
Yes — everyone is welcome here. We’re committed to inclusive practice and respectful communication.
Admin & paperwork
What should I bring to the first meeting?
Anything that helps us understand your goals and support needs: plan details, preferred routines, safety notes, and key contacts. If you have a support plan or behaviour plan, bring a copy.
Can family or carers be involved?
Yes — with your consent, we’ll plan how to share updates and make decisions together.
Do you work with other providers?
Yes. With your consent, we coordinate with therapists, schools, employers, health providers and Support Coordinators to keep supports aligned.
How will I receive invoices and statements?
We provide clear invoices and statements (frequency depends on your plan management). Ask if you need a different format.
Still have questions?
Contact us or Make a referral we’ll respond within 30 minutes