How it works
How it works, step by step
From your first message to your first review, you know what happens next and why. Nothing starts until you say yes.
How it works
From first hello to your first review
Five steps. Each one is explained before it happens, and you can pause or stop at any point.
Step 01
We talk
Get in touch in the way that suits you. We reply promptly and listen to what a good week looks like for you. No paperwork is needed to start.
Step 02
We meet you
A meet and greet at home or somewhere you choose, with the people you want there.
Step 03
We put it in writing
A service agreement in plain language: your supports, the prices, and how to change or end it.
Step 04
We try it together
First shifts with workers matched to you. Tell us what is working and what is not.
Step 05
We check in
A review with you, and your family or coordinator if you want them there. Then we adjust.
Before we talk
What to have ready
Nothing is required to start. If you only have a few minutes and a question, that is enough.
As things move along, a few things can help us understand what you want. Share them only when you are ready, and only what you choose.
- Your NDIS plan, or just the parts about the supports you want help with
- Recent reports from therapists or other professionals, if they help explain what works for you
- The names of anyone you would like involved, such as family, a friend or a support coordinator
- A rough idea of your week: the routines that matter, and the times you want support
- Your questions. Write them down so none get missed
Step two
The meet and greet
This is a relaxed conversation, not an assessment. We come to you at home, or meet somewhere you feel comfortable. Bring anyone you like.
We ask about the things that make a good day for you: your routines, what you enjoy, how you like to communicate, and anything that is not negotiable. We also ask about the kind of workers you get on with.
You ask us anything you want. How we choose workers, what happens if someone is sick, how prices work, how to complain. If you would like an interpreter, tell us and we will arrange one through TIS National.
You leave the meet and greet knowing
- Whether we think we can offer the support you want
- What would go into your service agreement
- What happens next, and when
- That you are free to say no, or to think about it
Step three
Your service agreement, explained
A service agreement is a written agreement between you and us. It sets out what we will do, what it costs, and how either of us can change or end it. Ours is written in plain language, and we go through it with you line by line.
Your supports
What support you will get, what it is for, and how it links to the goals in your plan.
The prices
The price of each support, set against the price limits in the NDIS Pricing Schedule 2026–27, plus how travel and cancellations are charged.
When and where
The days, times and places your support happens, and who to call if something changes.
How to cancel a shift
How to cancel or move a single shift, and what happens if it is at short notice.
How to change it
How to add, reduce or change your supports, and how we both agree the change in writing.
How to end it
How much notice either of us needs to give to end the agreement, and what happens next.
How complaints work
How to raise a concern with us, and your right to go to the NDIS Commission at any stage.
What we each agree to
Our responsibilities to you, and what we ask of you, such as letting us know if you will not be home.
Take it home, read it with anyone you trust, and ask as many questions as you need. Nothing starts until you agree to it. See how NDIS pricing works.
Step four
Matching and trial shifts
Good support starts with the right people. We use what you tell us about your interests, language, culture, communication and routines to choose who we introduce to you. If you would prefer a worker of a particular gender, tell us.
Your first shifts are a chance to see how it feels. Afterwards we ask what went well and what did not. If a worker is not the right fit, say so. You do not need to give a reason, and nobody will be upset.
Step five
Reviews that change things
We check in with you after support starts, and again whenever you ask. You choose who comes. A review is where we look at what is working, what is not, and what to change.
Your NDIS plan also has its own check-ins and reassessments, run by the NDIA. If you want us to, and with your consent, we can share information about your support to help you prepare.
Your choice
Changing or ending your service
You are always free to change your supports, or to change provider. We would rather know early, so we can fix what is not working. But if you want to leave, we make it easy.
Step 1: Check your agreement
Your service agreement says how much notice to give. If you are unsure, ask us and we will explain it.
Step 2: Tell us
In any way that suits you: a call, an email, a message, or through someone you trust.
Step 3: We help with the handover
With your consent, we share what your new provider needs to know so nothing important is lost.
Read more about your rights to choose and change providers on Your choice, protected.
When things change
What happens if your plan changes
Plans change. You might get a new plan after a reassessment, your funding might go up or down, or your goals might shift.
When that happens, tell us. We will sit down with you, look at your new plan together, and update your service agreement so it matches. If a support is no longer funded, we will talk with you before anything changes, and never keep charging for it without your agreement.
Good to know
- The NDIA decides what is in your plan. We cannot change it, but we can help you prepare.
- If you disagree with a plan decision, you can ask the NDIA to review it. Your support coordinator or an independent advocate can help.
- If your needs change quickly, tell us and the NDIA as soon as you can.
Honesty first
What we will not do
Some promises are easier to trust when they are written down.
- We will not start any support without your agreement.
- We will not pressure you to sign, or to decide on the spot.
- We will not ask you to live anywhere in particular, or to use any particular housing, to get our support.
- We will not charge above the NDIS price limits, or for anything that is not in your agreement.
- We will not talk to anyone about you without your consent, except where the law requires it.
- We will not make it hard to leave, or treat you differently for making a complaint.
- We will not promise what your NDIS plan will fund. Only the NDIA decides that.
- We will not say yes to support we cannot staff well. If we cannot help, we will tell you.
Questions
Getting started questions
Do I need anything to get started?
No. You can start with a conversation. Your NDIS plan and any recent reports can help later, but nothing is required to begin.
How quickly will you get back to me?
We reply promptly. If we cannot help, we will say so plainly and, where we can, point you to someone who might.
Can my family or support coordinator be involved?
Yes, if you want them to be. You choose who comes to meetings and who we talk to about your support.
Do I have to sign anything at the first meeting?
No. You can take the service agreement away, read it with anyone you like, and ask questions. Nothing starts until you agree.
What if a worker is not the right fit?
Tell us. You do not need to give a reason. We will talk about what would suit you better and introduce someone else.
Can I stop at any time?
Yes. Your service agreement explains how much notice to give. We will help you move to another provider if that is what you want.
Can I make a complaint?
Yes, at any time. Tell us in whatever way suits you, or go straight to the NDIS Quality and Safeguards Commission on 1800 035 544. See our complaints and feedback page.
Prefer short sentences and pictures? Read our Easy Read guides.
Let’s talk about the support you want.
Tell us a little about you or the person you support. We reply promptly, and there is no cost or commitment to talk.