FAQ
Frequently asked questions
Can't find your answer? Call 0415 284 015 or send us a message.
Getting started
What services do you provide?
Supported independent living, accommodation and tenancy support, personal care, high-intensity daily personal activities, community nursing, community participation (including group and innovative programs), life skills, household tasks, life-stage transition support, NDIS transport and plan management.
Who can use your services?
People with an NDIS plan that includes funding for the supports we provide. If you're not sure what your plan covers, we'll go through it with you.
How do I get started?
Call us, send an enquiry, or ask your support coordinator to make a referral. We'll talk about your goals, check your plan, explain costs and then plan your supports with you.
Can a family member or coordinator contact you for me?
Yes – with your agreement. We'll always check with you before sharing or collecting your information.
Costs & funding
How much do supports cost?
Prices follow the NDIS Pricing Arrangements. We explain costs, notice periods and cancellation terms before any support starts, and there are no extra fees such as surcharges.
How can my plan be managed?
As a registered NDIS provider, we can support participants whose plans are NDIA-managed, plan-managed or self-managed.
Do you charge cancellation fees?
Only where the NDIS Pricing Arrangements allow it, and only if it has been explained and agreed in your service agreement.
Your rights
Can I have an advocate?
Yes. You can choose a family member, friend or independent advocate to be involved in any meeting or decision, and change them at any time.
Can I get information in Easy Read or my language?
Yes. Easy Read information is available, and we can arrange an interpreter.
Can I change or stop my supports?
Yes, in line with your service agreement. If you move to another provider we'll help with a smooth handover. If we ever need to end a support, we give at least 14 days' notice.
How do I make a complaint?
Talk to our team, call, email or use our online form – anonymously if you prefer. You can also contact the NDIS Quality and Safeguards Commission on 1800 035 544.
Transport
How much notice do you need for transport?
Online requests need at least 2 hours' notice. For urgent trips please call 0415 284 015.
Do you have wheelchair accessible vehicles?
Yes. Tell us about your wheelchair or mobility aid when you book and we'll send a suitable vehicle.
Can I track my driver?
Yes. When your driver is on the way, open "Track my driver" in your dashboard to follow them on a map with an estimated arrival time.
Privacy & safety
What information do you keep about me?
Only what we need to provide your supports safely. It is stored securely and shared only with your consent or where the law requires. You can ask to see or correct it.
Are your workers checked?
Yes. Our workers must hold the checks and training their role requires, including NDIS Worker Screening, and we track expiry dates.
What do I do in an emergency?
Call Triple Zero (000). We are a support provider, not an emergency service.