Working Together
What it looks like to have us in your corner — from the first phone call to your plan review.
Our approach
From first enquiry to plan review
- First conversation
Ten minutes on the phone is usually enough to know whether we can help. We will ask about your goals, your current supports and your plan.
- Meet and plan
We meet you — at home or somewhere you are comfortable — and talk through what support would look like in practice.
- Service agreement
Everything in writing: supports, hours, rates and how to change or cancel. You can take it away and think about it.
- Meet your team
You are introduced to the support workers who will be working with you, and you tell us what you think.
- Support begins
Regular, reliable support — with your preferences, routines and cultural needs respected.
- Review and adjust
Regular check-ins, progress notes for your plan review, and a real willingness to change what is not working.
For support coordinators
We work hard to be straightforward to refer to: prompt responses, clear service agreements, reliable documentation and honest reporting when a support arrangement is not the right fit.
- Written confirmation of capacity, usually within 2 business days
- Progress notes and incident reporting to your standards
- A named contact who knows the participant
- Flexibility around changing plans and funding
Rights and responsibilities
What you can expect from us
You can expect
- To be treated with dignity and respect
- Support workers who arrive when they say they will
- To have your preferences and routines followed
- Clear information about costs and changes
- Privacy and confidentiality
- A way to make a complaint that gets heard
We ask of you
- To tell us when something is not working
- Reasonable notice of cancellations
- A safe working environment for our team
- Honest information about your needs and changes
- To let us know early if your funding situation changes
Feedback and complaints
If something goes wrong, we want to know about it. Tell your support worker, your coordinator or call our office and ask to speak to a manager. We will acknowledge your complaint, look into it, and tell you what we found and what we are changing.
You can also raise concerns with the NDIS Quality and Safeguards Commission. We will never treat you differently for making a complaint.
Want to work with us?
Make an enquiry and we will get the process started.