Frequently Asked Questions

Getting started is simple. Reach out to us by phone, email, or through our online referral form, and one of our friendly team members will arrange a free, no-obligation chat. We'll discuss your goals, your NDIS plan, and the supports you need, then put together a tailored plan to get you started. We can guide you through this — feel free to contact our team.

No, you don't need a formal referral to access our services. Participants, families, support coordinators, plan managers, and health professionals can all reach out directly. If you'd like, you can complete our online Referral Form and we'll take care of the rest.

Yes, absolutely. As an NDIS participant you have the right to choose and change providers at any time. We'll make the transition as smooth as possible by coordinating with your current provider, support coordinator, or plan manager. We can guide you through this — feel free to contact our team.

In most cases, services can begin within a few days of your initial enquiry, depending on your needs and staff availability. For urgent situations, we'll do our best to arrange support as soon as possible. Get in touch and we'll give you a clear timeframe based on your circumstances.

Yes. We provide support 7 days a week, including evenings, weekends, and public holidays, so you can receive care when it best suits your routine. Pricing follows the NDIS Pricing Arrangements for after-hours and weekend supports.

Support is fully flexible and based on your NDIS plan and personal goals — from a few hours a week to daily ongoing support. Your service agreement will outline the frequency and duration, and it can be adjusted as your needs change.

Yes. All our support workers hold relevant qualifications and complete ongoing training in disability support, person-centred care, manual handling, infection control, first aid, and the NDIS Code of Conduct. We carefully match staff to participants based on skills, experience, and personality.

Absolutely. Every team member must hold a valid NDIS Worker Screening Check, Working with Children Check (where required), and police clearance before working with our participants. Your safety is our top priority.

We follow strict safeguarding policies aligned with the NDIS Practice Standards and Quality and Safeguards Commission. This includes risk assessments, care planning, regular staff supervision, incident reporting, and a clear feedback and complaints process so you always feel heard and protected.

Yes. Before any service begins, we provide a clear written service agreement and quote outlining the supports, hours, and costs in line with the NDIS Pricing Arrangements. There are no hidden fees — you'll know exactly what to expect.

We understand that plans can change. You can cancel or reschedule a service by contacting our office. Cancellations follow the NDIS short-notice cancellation policy, which will be clearly explained in your service agreement. We can guide you through this — feel free to contact our team.

For urgent, non life-threatening matters, please call our team directly on 1300 717 444 — we're available to assist. In a life-threatening emergency, always call 000 immediately.