Plain-English notes on the NDIS, written from for the people we work with.

Email ccss@contractcare.com.au or call (02) 9052 4930 during business hours. You can refer yourself, or a family member, coordinator or other provider can refer on your behalf. Tell us the supports you're after and your funding type. We'll confirm we can help, then book a time to talk through next steps. No referral form is required to start the conversation.

Most of our work is funded through the NDIS, so you'll generally need an active NDIS plan with relevant funding. If you're unsure whether your plan covers a support, call us and we'll talk it through.

First we have a short conversation to understand your needs, goals and funding. Then we arrange a meeting, in person or by phone, to map out the right supports. We check we can match you with consistent workers before we commit. Once everyone's comfortable, we agree a service plan and a start date. You set the pace throughout.

Yes. Many participants come to us mid-plan after a poor experience elsewhere. We'll help you understand any notice period in your current service agreement and plan a smooth handover. Bring your plan and goals; we'll do the rest. You don't need to wait for a plan review to change providers. Just call (02) 9052 4930 to start.

We offer community access, capacity building, complex behaviour support, complex clinical care including community nursing and high-intensity supports, transport, in-home support and support coordination at all three levels. We also deliver exercise physiology. Everything is built around your goals and funding. If you're not sure which supports fit, we'll help you work it out at no cost.

Exercise physiology uses prescribed, structured exercise to improve strength, mobility, function and independence. It suits many disabilities and chronic conditions. Ours is delivered by Accredited Exercise Physiologists — allied health clinicians accredited by Exercise & Sports Science Australia — under NDIS registration group 0126. Sessions are planned around your goals and abilities, delivered in the community or at home, and reviewed in writing as you progress. Where it helps, the support workers already in your week are briefed on the program so the work carries on between sessions.

It covers community nursing and high-intensity daily supports delivered by qualified clinical staff. Examples include complex wound care, medication management, continence support, enteral feeding and similar high-intensity needs. Care is planned with you and reviewed regularly.

Yes. We provide support for people whose disability is linked to behaviours of concern, working alongside behaviour support practitioners and your plan. Our focus is safety, dignity and consistency, with workers who know you and your triggers.

Support coordination helps you understand and use your plan, connect with providers and build skills to manage supports yourself. We offer all three levels: Level 1 support connection, Level 2 coordination of supports, and Level 3 specialist support coordination for complex situations. Your coordinator works to your goals, not ours, and helps you get the most from your funding.

Yes. We provide transport as a funded support and can combine it with community access or appointments, so the same worker who knows you takes you there. This keeps things calm and predictable. Whether transport is claimable, and how much, depends on your plan. We'll check your funding before we start so there are no surprises.

Yes. In-home support covers daily living tasks such as personal care, meal preparation, domestic help and building everyday skills. The aim is more independence, not doing everything for you. We match you with consistent workers who learn your routines and respect your home. The mix of tasks is shaped by your goals and what your plan funds.

We're a multicultural, family-led provider, and that shapes how we work. You get matched support workers and, wherever possible, a small team who know you. We speak plainly, we listen, and we deliver care on your terms. We stay small enough to know you and steady enough to be reliable, and where a support needs a clinician — a registered nurse, an exercise physiologist — we bring in someone properly qualified rather than stretching a support worker into the role.

We start with your needs, goals, routines, language and cultural background, then look at personality and interests too. We introduce workers before support begins, so the fit is checked, not assumed. If it isn't right, tell us and we'll change it. Wherever possible you see the same small, familiar team, so you're not re-explaining yourself every visit.

Yes. We're a multicultural, family-led provider, and culturally responsive care is built into our matching, not added on. We consider language, faith, food, family roles and customs when we plan support and choose workers. If you'd prefer a worker who shares your background or language, tell us and we'll do our best to match.

Yes. We deliver support outside standard business hours, including evenings and weekends, depending on your needs and funding. During business hours your call is answered by our team. After hours, calls go to a call centre so urgent matters are handled and passed on. We'll agree your regular schedule up front and explain how to reach us when something can't wait.

That's expected, and we plan for it. Tell your coordinator or call us, and we'll review your supports and adjust the plan. Needs can grow, ease off or shift direction; our job is to keep pace without disruption. Because your workers already know you, changes are smoother. If your NDIS funding needs to change too, we'll help you prepare for your plan review.

We work with NDIS participants across the common funding arrangements: NDIA-managed, plan-managed and self-managed. Each affects how invoices are handled, not the support you receive. If you're plan-managed or self-managed, tell us who to invoice and we'll set it up. If you're unsure how your plan is managed, we'll help you find out.

We bill against your NDIS funding at NDIS Price Guide rates, with a service agreement that sets out what's claimed and how. You won't be charged above your funding for agreed supports. We track usage so funds last across your plan. If something falls outside your plan, we'll tell you before it happens, never after. No hidden fees.

Generally, the supports your plan funds and that match your goals, such as community access, capacity building, clinical care, transport, in-home support and support coordination. What's claimable depends on your plan's budgets and the NDIS rules. We'll review your plan with you and map our services to the right budgets before starting, so you know exactly what's covered.

Yes. If you have support coordination with us, we help you gather evidence, reflect on progress against goals and identify what you'll need next. We can provide reports on the supports we've delivered. We don't make NDIS decisions, but we help you put your case clearly. Start early; good preparation makes reviews far less stressful. Contact us so we can provide details specific to your case.

Yes. We're registered with the NDIS Quality and Safeguards Commission, the body that oversees provider standards and participant safety. Our provider registration number is 4-JRM4VRM and our ABN is 66 674 203 573. Registration means we meet defined quality and safety requirements and are accountable for the care we deliver. You can verify any registered provider through the NDIS Commission.

As a registered provider we're audited against the NDIS Practice Standards by an approved quality auditor, and our registration is renewed on that basis. Audits check our policies, our records and how we actually deliver care. We also run our own internal checks between audits. This keeps standards consistent, not just for inspection day.

Tell us first if you can, by calling (02) 9052 4930 or emailing ccss@contractcare.com.au. We'll acknowledge it, look into it fairly and tell you the outcome. Complaints help us improve and you won't be treated differently for raising one. You can also go straight to the NDIS Quality and Safeguards Commission on 1800 035 544 at any time.

We collect only what we need to deliver your support, store it securely and share it only with your consent or where the law requires. You can ask what we hold and request corrections. Our /privacy page sets out the full detail, including how we handle health information under Australian privacy law. If you have concerns about your information, contact us directly.

Safety comes first. Our workers are trained to respond to incidents, keep you safe and report what happened. We record incidents, review them and act to prevent a repeat. Serious matters are reported to the NDIS Commission as required. We'll keep you and your nominated contacts informed. You can also raise any concern with us on (02) 9052 4930, or with the NDIS Commission on 1800 035 544.

Yes. Our support and clinical staff hold the checks and clearances required for their roles, including NDIS Worker Screening, and clinical staff hold the relevant qualifications and registrations. We match qualifications to your needs, so high-intensity and clinical supports are delivered by appropriately skilled people. Ongoing training keeps skills current.