Frequently asked questions
If the answer you need isn’t here, ring 0449 979 991 — we’d rather tell you plainly than have you guess.
Getting started
Do I need funding or an assessment before I call you?
No. Most people ring us before they have any of it. We’ll tell you which pathway applies, help you register with My Aged Care or the NDIS, and — if you want — start privately in the meantime.
How quickly can support start?
Privately, usually within a week. Through Support at Home or an NDIS plan, as soon as your funding is in place and we’ve done the free home visit and written plan.
What happens at the first home visit?
A coordinator comes to you, at no charge and with no obligation. We go through what help is needed, room by room and task by task, and you get a written, costed plan before anything begins.
Is there a minimum visit length?
Yes — 2 hours for all services.
Pricing and funding
Why do you publish all your prices?
Because from 1 July 2026 providers must, and because we think a family should be able to work out what care costs without booking a meeting. Every rate is on this site: Support at Home, NDIS and private.
Are there joining fees, exit fees or admin charges?
No. There are no joining or exit fees and no separate administration charge.
What is a co-contribution?
Under Support at Home, the government funds most of your care and you contribute a share of some services. Clinical care attracts no contribution; independence and everyday living do, on a sliding scale set by your means assessment. From 1 October 2026 personal care becomes fully funded.
Do you charge more than the NDIS price limits?
Never. We charge at the limit or below, and every invoice shows the support item number, day type and rate so you can check.
What if my quarterly budget runs out?
You can pause, reduce hours, or top up privately at the same published rates. We’ll flag it well before it happens rather than after.
Workers and scheduling
Will I get the same support worker each time?
That’s the intention. You’ll have a small named team so there’s cover for leave without a stranger arriving. You meet them before their first shift.
Can I choose a male or female worker?
Yes, and for personal care we treat your preference as a requirement.
What if a worker isn’t the right fit?
Tell your coordinator and we change it. No explanation needed and no awkwardness — a bad match is our problem to fix, not yours to tolerate.
Do you work weekends and evenings?
Yes. We’re contactable 7 days, 9:00 am – 5:30 pm, and deliver support outside those hours at the weekend and after-hours rates shown in the price lists.
NDIS specifics
Are you a registered NDIS provider?
No — we are an unregistered provider. That means we can support plan-managed and self-managed participants. If your plan is agency-managed, you need an NDIA-registered provider, and we’ll tell you that on the first call rather than waste your time.
Do you provide SIL, SDA or therapy?
No. We deliver core supports — self-care, community access, household tasks, social support and respite. We’re happy to say what we don’t do.
Can a support coordinator refer directly?
Yes. Use the referral form and we’ll confirm capacity within four business hours.