Frequently Asked Questions

We keep the same dedicated support worker’s with you long term. As a boutique provider with limited participant spots, we avoid rotating rosters so you build real trust and familiarity no one feels like just a number.

We take time to understand your personality, interests, goals, communication style, and support needs through our initial chat. Then we carefully match you with a worker who fits best many participants say it feels like a genuine connection from day one.

We offer flexible scheduling, including weekends, evenings, and many short-notice adjustments. Because we keep capacity small, we can often accommodate changes quickly and respond fast when plans shift.

Once we agree on the match, sign the Service Agreement, and confirm your funding, support can often begin within days to a couple of weeks much faster than larger providers. We aim to get you started as soon as possible.

All workers hold current NDIS Worker Screening Checks, relevant qualifications (e.g., Cert III/IV in Disability, First Aid), and ongoing training in manual handling, behaviour support, infection control, and person-centred care. We only work with experienced, vetted people.

Respect and dignity are non-negotiable. We follow strict privacy policies, obtain consent for every task, and train workers to be discreet, empathetic, and empowering. You set the boundaries support is always on your terms.

We ask for at least 24 hours’ notice for cancellations to avoid fees. Short-notice cancellations or no-shows may incur a charge (per NDIS reasonable pricing guidelines), but we’re flexible and understanding when life happens unexpectedly.

Yes! this is one of our specialties. We help with outings, social events, hobbies, appointments, shopping, volunteering, or fun activities (like character meet-and-greets or local adventures) tailored to what brings you joy.

Yes! we provide gentle, respectful assistance with showering, grooming, dressing, toileting, meal prep, eating support, and household tasks so you can live comfortably and independently at home.

We stay flexible. If needs change, we adjust the Service Agreement and match accordingly. During plan reviews, we provide progress notes or attend meetings if requested always focused on supporting your evolving goals.

We always prioritise continuity of care. Your primary support worker is the first point of contact, but we also have a secondary support worker who is familiar with your care plan, preferences, and routines. If your regular worker is unwell, we’ll notify you as soon as possible (often same-day or earlier) and arrange for the secondary worker to step in where possible. This ensures minimal disruption and maintains the same level of trust and consistency. In rare cases where the secondary isn’t available immediately, we’ll discuss options with you openly (e.g., rescheduling a non-critical shift or short-term adjustments) to keep your support safe and reliable. Our small team size allows us to coordinate these backups quickly and personally.

Our participants rarely leave and tend to stay with us long-term because of the consistent, trusting relationships we build through our boutique approach and reliable care.

That said, in the rare case you (you or your representative) decide to cancel or end our services (e.g., terminate the Service Agreement or stop ongoing supports), we require two weeks’ notice in writing (via email to info@holisticdisability.com.au or letter).

This notice period:

• Helps us manage our limited spots responsibly and fairly.
• Gives time for a smooth transition (e.g., any handover notes or referrals if you need them).
• Ensures your support continues as usual during the two weeks unless you request otherwise.

You remain responsible for any scheduled supports in that notice period (subject to our individual shift cancellation rules if applicable).

We understand circumstances can change unexpectedly, and we aim to be supportive. If you need to end services sooner due to exceptional reasons, please discuss it with us we will work with you flexibly to find a fair solution. No penalties apply if you give the full two weeks’ notice.

This policy is clearly stated in our Service Agreement and aligns with NDIS expectations for reasonable notice in self-managed or plan-managed arrangements.

We are committed to providing high-quality, respectful support, but if you are ever unhappy with any aspect of our service, we want to hear about it so we can make things right.

You can make a complaint at any time in any way that is easiest for you:

• Phone: Call 1300 623 575 and ask to speak to the person responsible for complaints.
• Email: Send details to info@holisticdisability.com.au (please include your name, contact details, and what happened).
• In person: Speak directly to your support worker or customer care at anytime.
• Through your Plan Manager, family member, advocate, or nominee if you prefer assistance.

How we handle complaints

• We will acknowledge your complaint within 2 business days (by phone, email, or the method you used).
• We will investigate fairly and impartially, speaking to everyone involved if needed.
• We aim to resolve most complaints within 14 days, but we will keep you updated if it takes longer.
• You will receive a written response explaining what happened, what we found, and any actions we are taking.
• All complaints are treated confidentially, and making a complaint will never affect the quality of support you receive.

If you are not satisfied

If you feel the matter is not resolved to your satisfaction, you can contact the NDIS Quality and Safeguards Commission:

• Phone: 1800 035 544 (free call)
•  Website: ndiscommission.gov.au (online complaint form available)

We value your feedback and see every complaint as an opportunity to improve. Our goal is always to maintain the long-term, trusting relationships we are known for.