Frequently Asked Questions

The National Disability Insurance Scheme (NDIS) is an Australian Government programme that provides funding to Australians with permanent and significant disabilities. It is designed to give participants choice and control over the supports they access, so they can work toward their personal goals, build independence, and take part in community life. The NDIS funds specific supports based on what is reasonable and necessary for each individual, which is why every plan looks different.

To access the NDIS you generally need to meet all three of the following:

• • Be under 65 years of age
• • Be an Australian citizen, permanent resident, or hold a Protected Special Category visa
• • Have a permanent and significant disability that substantially affects your ability to manage everyday activities

Some people apply with support from a Local Area Coordinator (LAC) or an Early Childhood Partner if they are under seven. If you are unsure whether you qualify, the NDIS website has an access checklist, or you can call us and we can point you in the right direction.

NDIS funding covers supports that are reasonable and necessary, meaning they relate directly to your disability and help you pursue your goals. Common funded supports include:

• • Daily living assistance (personal care, meal preparation, household tasks)
• • Community participation
• • Skill development
• • Transport assistance
• • Capacity building
• • Respite care for families and carers

Your plan will specify what your funding can be used for, and we are happy to help you understand what falls within your budget categories.

Call us on 0435 001 044 or fill in our contact form. We will arrange an initial consultation, either in person or by phone, to hear about your situation, look at your NDIS plan together, and talk through what kind of support would make the most difference to you.

There is no commitment required. If you decide we are not the right fit, that is fine too. The consultation exists so you can ask questions, understand how we work, and make an informed decision without any pressure.

If you are happy to proceed, we put together a support plan built around your specific goals and the funding available in your NDIS plan. From there, we personally review available support workers and identify candidates who match your needs, personality, and communication preferences.

Once you are comfortable with the proposed match, we finalise the service agreement and arrange an introduction before support begins. The whole process is at your pace.

We work with participants across all three plan management types:

• • Self-managed — you pay providers directly and keep records yourself
• • Plan-managed — a registered plan manager handles invoices and payments on your behalf
• • NDIA-managed (agency-managed) — the NDIS pays providers directly from your plan

If you are unsure which type your plan uses, it will be listed on your NDIS plan document or your NDIS myplace portal.

Every support worker completes a thorough screening process before they support any participant:

• • NDIS Worker Screening clearance
• • Current police check
• • Reference verification
• • In-depth interview

We look at qualifications and experience, but we also pay close attention to communication style, reliability, and attitude toward person-centred care. Workers who do not meet our standard on those dimensions do not join, regardless of their formal credentials.

Cheni Norbu personally reviews every match. This is not delegated to an algorithm or a junior coordinator. The matching considers:

• • Your goals and daily routine
• • Your communication preferences and personality
• • Any specific requirements or interests

You and your family also have a say. If after meeting a proposed worker you feel the fit is not right, we will keep looking.

Yes, and you do not need a reason that feels significant enough to justify it. Sometimes the chemistry is just not there, and that matters. Let us know, and we will arrange a different match without any awkwardness or delay. There is no penalty for requesting a change.

Sessions are built around what is in your support plan and what you want to focus on that day. A support worker might help with:

• • Personal care
• • Appointments or community activities
• • Household tasks
• • Skill development you are working toward

The pace and approach follow your lead. Workers are there to assist and encourage, not to take over. If your needs or priorities shift over time, we update the support plan to reflect that.

Respite care (formally referred to as short-term accommodation and assistance, or STA, in the NDIS) gives family members and informal carers a planned break from caring responsibilities, while ensuring the participant continues to receive support from a trained worker. It can be:

• • A few hours
• • An overnight stay
• • A longer arrangement, depending on what is included in the participant's plan

If carer fatigue is a concern in your household, it is worth raising with your planner to see if respite funding is available. We can walk you through what is typically involved and how to arrange it.

We check in regularly, not just when something goes wrong. The frequency and format depend on your situation and preference — phone call, message, or a brief note after sessions. Families and carers involved in the support arrangement can be included in communications too.

If something changes or a concern arises, we address it directly rather than waiting for a scheduled review. You should be able to reach us without it feeling like a formal process.

Families are welcome to be as involved as the participant is comfortable with. If you are a parent, guardian, or carer, we include you in the conversation from the start:

• • The initial consultation can include family members
• • You can ask questions about our workers and the support plan
• • We encourage families to raise concerns early rather than waiting

If something about the arrangement is not working for the participant or the household, we want to know so we can address it promptly.

Send us a referral by phone on 0435 001 044 or via our contact form with basic participant details and the supports being requested. We will respond within one business day to confirm whether we can assist.

Onboarding from referral to first support session is straightforward:

• • We gather the plan details
• • Conduct the matching process
• • Confirm arrangements with you and the participant before anything commences

We document everything properly and communicate back to you at each step. If we cannot take a referral due to capacity, we will tell you that clearly rather than leaving you waiting.

Our services are funded through your NDIS plan, so eligible participants do not pay out of pocket for supports covered under their plan. We charge in line with the current NDIS Pricing Arrangements and Price Limits.

We will always be transparent about how your funding is allocated before any service agreement is signed. If you have questions about what your specific plan budget covers, we can walk through that with you.

We ask for at least 48 hours notice for cancellations where possible. Short-notice cancellations (under 7 days for some support categories) may attract a cancellation charge in line with the NDIS Pricing Arrangements, because the worker has still allocated that time.

We understand that health and life circumstances can change unexpectedly, and we handle these situations with common sense. If something comes up, let us know as early as you can and we will work through it with you.

In any emergency, call 000 first. For urgent matters related to your support arrangement that are not a medical or safety emergency, you can reach us on 0435 001 044. Participant safety is our first consideration in every decision we make.