FAQ
Frequently asked questions.
Practical answers for participants, families and carers.
What supports does Access provide?
Access provides five NDIS Core Supports, all one-to-one: Assistance with Daily Life, Personal Care, Social & Community Participation, Household Support and Transport. If you’re unsure whether what you need fits, contact us and we can talk it through.
When is support available?
Support times are arranged according to each participant's needs, our capacity and the agreed Service Agreement.
Who does Access support?
Access supports people of all ages with intellectual disability and autism, low to medium needs, whose NDIS plans are self-managed or plan-managed. Other people with similar everyday support needs are welcome to talk to us. We don’t provide support for high or complex support needs, including high-intensity personal care such as complex bowel care, enteral feeding, tracheostomy, ventilation or catheter care. We also don’t provide specialist behaviour support, supported independent living (SIL), specialist disability accommodation (SDA), plan management, or any support involving regulated restrictive practices. If something is outside what we do, we’ll tell you honestly and help you find another option.
Do you provide 24/7, evening, weekend or overnight support?
Support times are arranged according to each participant's needs, our capacity and the agreed Service Agreement. Our standard callback hours are weekdays, 9am to 6pm.
Do you support children or older people?
Yes. Access supports children, young people and adults. For children and young people, we work with parents, carers and families to plan support, and we complete our child-safety checks before support starts. People aged 65 or over who aren’t NDIS participants may be able to get support through My Aged Care.
Which areas do you service?
We support people in Melbourne, Geelong and the Surf Coast. If you’re nearby but unsure whether we can support your location, please contact us.
Can I choose when I receive support?
Support times are arranged according to each participant's needs, our capacity and the agreed Service Agreement.
Can my family, carer or advocate be involved?
Yes, if you want them involved. We respect your choices, consent and privacy, and can work with the people you choose to include.
What happens after I enquire?
We aim to call you back by the next business day, and we make callbacks weekdays, 9am to 6pm. You can also call us on 0429 889 376. We’ll talk through what you’re looking for and whether Access is a suitable provider. If you decide to go ahead, we’ll complete onboarding and a service agreement before support begins.
Do I need to know exactly what support I need before contacting you?
No. You can contact us even if you’re still working that out. We can listen to what you’re trying to achieve and explain the supports Access may be able to provide.
Can I change to Access from another provider?
Yes, if your plan is self-managed or plan-managed, you can choose who provides your NDIS supports, subject to your plan and any existing service agreement. Access can’t support NDIA-managed plans. We can talk through the practical steps without any pressure.
How do I make a complaint or give feedback?
Contact Access directly by phone on 0429 889 376 or by email to info@accessdisability.com.au, or ask someone you trust to help you. You can also raise concerns about the quality or safety of NDIS supports with the NDIS Quality and Safeguards Commission on 1800 035 544.
Are you a registered NDIS provider?
No. Access is an unregistered NDIS provider, so we support self-managed and plan-managed participants and can’t support NDIA-managed (agency-managed) plans.
How much does support cost?
Our prices are at or below the NDIS price limits. Prices and any travel are explained before anything starts and written into a service agreement you sign before your first session. We give at least 4 weeks’ written notice of any price change. Day-to-day costs such as entry fees, food or your own fares are paid by you, not by the NDIS.
What if I need to cancel a support?
Before supports begin, we agree the details with you in a written Service Agreement. This sets out the supports, prices, cancellation arrangements, notice periods and other terms that apply. Any cancellation charges are subject to the Service Agreement, applicable law and relevant NDIS pricing requirements.
Are Access workers screened?
Yes. Every Access worker must hold both an NDIS Worker Screening clearance and a Victorian Employee Working with Children Check before their first shift.
How does Access keep children and young people safe?
Victoria’s Child Safe Standards apply to Access because our services include children and young people, and our Child Safety Officer is Jack Gray. Before we start supporting a child or young person, we complete and record our child-safety checks, and every worker must hold a Working with Children Check before their first shift. If you have a concern about a child’s safety, contact us on 0429 889 376; in an emergency, call 000.