Questions people actually ask
Including the ones providers tend not to answer on their websites.
Grouped by what you are trying to decide rather than by our internal structure.
Getting started
Do I need to be with a registered provider?
Only if the NDIA manages your plan. Plan-managed and self-managed participants can use any provider. Our registration is in progress, so for now we work with plan-managed and self-managed participants.
Do I need a support coordinator to contact you?
No. Participants, families, coordinators, plan managers and hospital teams all contact us directly.
How quickly can supports start?
In-home supports usually begin within a week of agreeing a schedule. A SIL placement takes longer, because it should.
What areas do you cover?
Blacktown and the surrounding suburbs, plus Silverdale and parts of North West Sydney.
Money and funding
What do you charge?
The NDIS price limits for the relevant line item. You are not paying a premium to us. What moves the number is hours, time of day and support ratio.
Do you charge for travel?
Yes, where the NDIS Pricing Arrangements allow provider travel, and we tell you the basis before we start. Because we work across one council area, the charge stays small.
What happens if I cancel a shift?
Our cancellation terms follow the NDIS Pricing Arrangements rather than anything we have made up. Tell us as early as you can and we will move it where we can.
Does SIL cover my rent?
No. SIL funds support. Rent, food and utilities are paid from your own income, as in any home.
Supports and clinical
Which high intensity supports can you take?
Complex bowel care, enteral feeding and PEG, diabetes management including insulin, seizure support, catheter care, complex wound management and dysphagia support to a speech pathologist's plan.
What can't you do?
Ventilation, including tracheostomy ventilation. We also do not provide SDA housing, support coordination, plan management or allied health.
Can I choose my support worker?
Yes. You meet them before they start, and if the match is not right, tell us and we change it.
Do you support overnight?
Yes, sleepover and active overnight, where the plan funds it.
If something goes wrong
How do I make a complaint?
Tell us directly, by phone or email, and we will acknowledge it and tell you what we are doing about it. You can also complain to the NDIS Quality and Safeguards Commission at any time, without going through us first, on 1800 035 544.
Can I change providers?
Yes, at any time, and you never need a reason. Check the notice period in your service agreement so there is no gap in support.
What if a worker does not turn up?
Ring us. It should not happen, and when it does we want to know rather than have you absorb it.
Pages these answers refer to
Make a referral or ask about a placement
Tell us the supports the plan funds and when they need to start. We respond the same business day.