Frequently asked questions
How our services work, and how the NDIS side of it works. In plain English.
About our services
Screening, bookings, equipment and what happens before we start.
Do you screen the person coming to my home?
Yes. Our recruitment process involves face to face interviews and reference and work history checks. Every team member must hold a Yellow Card or NDIS Worker Screening Check and must have completed the NDIS Worker Orientation Module before they start.
Do I need to be home during the service?
That is entirely up to you. Some people like to be there, some use the time to get out. Once you have got to know your cleaner or gardener, you can leave a key in a key lockbox if you prefer.
How do I book a service?
Send us a referral using the online referral form, or call us on (07) 5551 0111. We will contact you within 24 business hours, Monday to Friday, to arrange a home visit.
Is there a contract?
No. The NDIS is about choice and control, so there is no lock-in contract. We do need a Service Agreement and Schedule of Supports in place. That document sets out the services you will receive and the estimated cost against your plan, and we complete it with you at the home visit.
Will you visit my home before services start?
Yes, we visit every client first. It lets us match you with the right team member and understand what you actually want out of the service. We also complete a risk assessment, Service Agreement and Schedule of Supports so everything is compliant with the NDIS.
Are you fully compliant with NDIS requirements?
Yes. As a registered provider we are formally audited by the NDIS Quality and Safeguards Commission against strict quality standards. Registered providers can support all participants: Plan Managed, Agency Managed and Self Managed.
You can make a complaint or report an incident directly to the NDIS Commission at any time.
Who supplies the equipment and products?
Our cleaners and gardeners bring their own cleaning products and gardening equipment, so you do not need to worry about a thing. If you would rather they used your products, just mention it when they arrive. Your products need to be in their original containers with the labels on, for safety.
Do I have to call each time to book?
No. Your cleaning or gardening is booked in advance at the frequency you agreed to at your home visit, so you never have to remember. You will get a reminder text on the Friday before your service.
Do you do one-off cleans or garden clean-ups?
No. We provide regular scheduled cleaning and gardening only, weekly or fortnightly. Gardening can drop to monthly over the cooler winter months where that suits. Ongoing services are what let us send you the same person each time.
Which areas do you cover?
We support participants across the Gold Coast, Logan, Beenleigh and surrounding areas. See where we work for the detail.
About the NDIS
Being new to the NDIS can be confusing. Here are the terms that come up most often, explained without the jargon.
What does registered provider actually mean?
A registered provider is regulated by the NDIS Commission. To hold registration a business has to obtain the required certifications and training to work with people with disability, pass verification and certification audits, and uphold the requirements set by the NDIA.
A provider that is not registered does not have to go through that process. Some describe themselves as approved, which is not the same thing. Registered providers can support Agency Managed, Plan Managed and Self Managed participants. Unregistered providers cannot support Agency Managed participants.
Which budget pays for cleaning and gardening?
Your Core budget. Cleaning and gardening sit under Core Supports, Assistance with Daily Living. If you have Core budget and you need help around the home, get in touch.
What are the three budgets in my plan?
Core helps with everyday activities of daily living, including assistance with daily life, transport, consumables and social and community participation.
Capacity Building helps you build independence and skills, including support coordination, employment, relationships and health and wellbeing.
Capital covers higher-cost items such as assistive technology, equipment, and home or vehicle modifications. This is usually a one-off amount for a specific purchase.
What is the difference between a Plan Manager and a Support Coordinator?
A Plan Manager tracks your funding budget, claims funds through the NDIS portal, receives invoices, pays providers and works to the NDIS Price Guide.
A Support Coordinator helps you choose supports and providers, assists with plan renewals and reviews, arranges assessments and manages service agreements.
What does reasonable and necessary mean?
It is the test the NDIS applies to decide whether it will fund a support. To qualify, a support must relate to your disability, must not be a day-to-day living cost unrelated to your support needs, must represent value for money, and must be effective and work for you.
What is the NDIS?
The National Disability Insurance Scheme provides funding to eligible people to improve their quality of life and connect them with services in their community. It aims to help participants spend more time with family and friends, gain greater independence, access new skills, jobs or volunteer opportunities, and improve their quality of life.
You can read more at ndis.gov.au.
Still have a question?
Ring the office and ask. There is no charge and no obligation, and you will get a straight answer.