Frequently Asked Questions

For most of our supports, yes — they are funded through an NDIS plan. If you are not yet a participant we can point you to your Local Area Coordinator and help you understand what evidence an application needs. We also accept privately funded arrangements in some circumstances; ask us.

It depends on the support and your location. Straightforward community participation or personal care can often start within one to two weeks of a signed agreement. Supported Independent Living takes longer because it needs an NDIA-approved quote. We will give you a realistic date at intake rather than an optimistic one.

Yes, at any time, and you do not need to give a reason. A poor match is a normal thing that happens, not a complaint about anybody. Tell your coordinator and we will arrange it.

We currently deliver supports across metropolitan and selected regional areas. Coverage is genuinely limited by whether we have workers near you — if we cannot staff your area properly we will say so and suggest alternatives rather than take the referral and let you down.

Our current registration status is listed on our service agreement and we will confirm it in writing before you sign anything. Registration matters most if your plan is agency managed, because agency-managed plans can only pay registered providers. Plan-managed and self-managed participants can use either.

We charge at or below the NDIA’s published price limits for every support. Your service agreement lists the exact rate for each support, including evening, weekend and public holiday rates, before you sign. See Pricing & Funding for how the limits work.

We ask for the notice period set out in your agreement, which follows the NDIA’s short notice cancellation rules. Inside that window a shift may still be charged, because the worker has been rostered and will be paid. We do not charge for cancellations caused by hospitalisation or by us.

Tell any member of our team, or use the form on the contact page. We acknowledge within two business days and give you a written outcome. You can complain anonymously, you can have an advocate speak for you, and you can go straight to the NDIS Quality and Safeguards Commission on 1800 035 544 instead of or as well as coming to us. Using our process is never a precondition.

Only the people who need it to support you, plus anyone you have specifically authorised. We do not share information with other providers, family members or advocates without your consent, except where the law requires it or where there is a serious and immediate risk to someone’s safety. Full detail is in our Privacy Policy.

As much or as little as you want. We take our direction from the participant. Where somebody has a formal decision-making arrangement in place we work within it, and we still make a point of asking the participant what they think.