NDIS FAQs
NDIS FAQs for Liverpool & South West Sydney
At Blue Bird Aged Care & Disability Services, we support NDIS participants and families across Liverpool, Bankstown, Fairfield and surrounding suburbs. Get clear answers to common questions about NDIS eligibility, funding, services and support.
Understanding the NDIS
What is the NDIS, and how does it work? +
The NDIS (National Disability Insurance Scheme) provides funding to support people with disability. It helps you access reasonable and necessary supports to build independence and achieve your goals.
Who is eligible for NDIS funding? +
Eligibility depends on:
- Age: Under 65 when you apply
- Residency: Australian citizen, permanent resident, or Protected Special Category Visa holder
- Disability: Permanent and significant disability that impacts daily life
If you're unsure, start with our NDIS guide or contact us for direction.
How do I apply for the NDIS? +
You can apply by completing an Access Request via the NDIS website, calling 1800 800 110, or getting help from a Local Area Coordinator (LAC). You'll need evidence of your disability from doctors or specialists.
Is the NDIS means tested? +
No. The NDIS is not means tested. Your income and financial situation do not affect eligibility or the supports you receive.
What's the difference between Core and Capacity Building supports? +
Core Supports help with daily activities:
- Assistance with Daily Personal Activities (personal care)
- Transport
- Consumables
- Assistance with Social and Community Participation
Capacity Building Supports help you build skills and independence:
- Support Coordination
- Improved Living Arrangements
- Increased Social and Community Participation
- Finding and Keeping a Job
- Improved Relationships
- Improved Health and Wellbeing
- Improved Learning
- Improved Life Choices
- Improved Daily Living (including therapy)
How often is my NDIS plan reviewed? +
NDIS plans are typically reviewed every 12 months. However, you can request an early review if:
- Your circumstances change significantly
- Your supports aren't meeting your needs
- Your goals have changed
- You need different or additional supports
What is a Support Coordinator and do I need one? +
A Support Coordinator helps you:
- Understand and use your NDIS plan
- Connect with providers and services
- Build skills to coordinate your own supports
- Resolve issues with providers
- Prepare for plan reviews
Whether you need one depends on your plan complexity and how much help you need managing supports. Support Coordination is funded under Capacity Building if approved in your plan.
How do I track my NDIS budget? +
You can track your budget through:
- myplace participant portal (online at myplace.ndis.gov.au)
- NDIS mobile app (download from App Store or Google Play)
- Your plan manager (if you have one) can provide regular budget statements
- NDIS statements (mailed quarterly or available online)
We recommend checking your budget regularly, especially before your plan review.
Getting Started with Blue Bird Aged Care and Disability Services
What makes Blue Bird Aged Care and Disability Services different from other providers? +
Families and participants tell us they value:
- Consistency: Same workers who know you and your routines
- Reliability: On time, clear communication, dependable
- Local focus: South West Sydney specialists (Liverpool, Bankstown, Fairfield)
- Cultural sensitivity: Diverse, respectful, understanding team
- Flexibility: We adapt to your needs and preferences
- Family-run: Personal care, not corporate processes
Want real stories? Read Reviews & Testimonials →
Do I need a referral to use your services? +
No referral is needed. You can contact us directly and we'll guide you through the process. If you have a Support Coordinator, they can help with the introduction too.
What areas do you service? +
We provide services across South West Sydney including:
- Liverpool
- Bankstown, Bass Hill, Chester Hill
- Fairfield, Fairfield Heights
- Cabramatta, Canley Vale, Canley Heights
- Mount Pritchard, Prairiewood
- Campbelltown, Casula
- Surrounding suburbs
Outside our main area? Contact us — we may still be able to help.
How long does it take to start services? +
We aim to start as soon as possible. Timeframes depend on:
- Your support needs and schedule preferences
- Worker availability in your area
- Onboarding steps (Service Agreement, worker matching)
Contact us and we'll give you a realistic timeline for your situation.
Do you have minimum shift durations? +
Most supports have a minimum shift of two hours due to NDIS pricing rules and travel time. In some cases we can discuss shorter options for specific needs — just ask when you contact us.
What services do you provide? +
We offer a full range of NDIS supports across South West Sydney:
- Personal Care — Assistance with showering, grooming, dressing
- Daily Living Assistance — Cooking, cleaning, shopping, household tasks
- Community & Social Assistance — Social activities, community access, confidence building
- Transport Services — Travel to appointments, social activities, community participation
- Physiotherapy — Mobile physio, goal-based treatment
- Occupational Therapy — Skills development, equipment assessment, home modifications
See full details: All Services →
NDIS Funding & Plans
What is NDIS plan management? +
Plan management is a service that helps you:
- Pay invoices from providers
- Track your budget and spending
- Access more provider choice (registered and unregistered providers)
- Manage claims and paperwork
Plan management is funded by the NDIS (doesn't come out of your support budget) if approved in your plan. If you're plan-managed, we invoice your plan manager directly — you don't handle payments.
Can I use more than one service provider? +
Yes. You can use different providers for different supports — for example, one provider for personal care, another for community access, and a third for therapy.
We can work alongside your existing providers and support team without any issues.
What doesn't the NDIS cover? +
Generally, the NDIS doesn't fund:
- Everyday living costs (rent, food, bills)
- Medicare-funded health services
- Supports not related to your disability
- Items or services that are a responsibility of other systems (education, justice, housing)
If you're unsure whether something is covered, ask us or check with the NDIS.
Do you charge for travel? +
Travel charges apply in line with NDIS pricing rules. If travel charges apply to your supports, we'll discuss them upfront and include them clearly in your Service Agreement before any supports start.
We keep travel charges minimal and transparent — no surprises.
What if I run out of NDIS funding? +
If your funding is running low:
- Speak with your Support Coordinator or plan manager
- Contact the NDIS to discuss options (budget reallocation, early plan review)
- We can help by adjusting support frequency or type to fit your remaining budget
It's best to monitor your budget regularly using the myplace portal or NDIS app to avoid surprises.
How do I pay if I'm plan-managed? +
If you're plan-managed, we invoice your plan manager directly. You don't need to handle payments or submit claims. Your plan manager pays us and manages the paperwork.
How do I pay if I'm self-managed? +
If you're self-managed:
- We send you a detailed invoice
- You submit it via the NDIS myplace portal or app
- NDIS processes the claim and reimburses you
- You pay us (we can discuss payment arrangements)
Your Rights & Safeguarding
What is a Service Agreement? +
A Service Agreement is a written contract between you and your provider that outlines:
- What supports will be provided
- When and where supports will be delivered
- How much it costs (NDIS pricing)
- Cancellation policy
- Your rights and responsibilities
- Complaints and feedback process
Service Agreements are required under NDIS rules. We'll go through it with you before supports start and give you a copy to keep.
Can I change NDIS providers? +
Yes. You can change providers at any time. You're in control of who supports you.
To switch providers:
- Tell your current provider you're ending services (check cancellation notice period in Service Agreement)
- Contact your new provider to start services
- Update your myplace portal if needed
You don't need permission from the NDIS to change providers.
How do I make a complaint about NDIS services? +
If you're unhappy with your supports, you can:
- Talk to us directly: We want to resolve issues quickly and fairly
- Contact the NDIS Quality and Safeguards Commission: Call 1800 035 544 or use the online complaint form
- Use an advocate: Disability advocacy services can help you make a complaint
You have the right to complain without fear of consequences. Complaints help improve services.
What is the NDIS Code of Conduct? +
The Code of Conduct sets standards for how NDIS providers and workers must behave. They must:
- Act with respect for your rights and dignity
- Provide supports safely and competently
- Act with integrity, honesty and transparency
- Respect your privacy
- Take all reasonable steps to prevent harm
- Not abuse, neglect or exploit you
- Manage conflicts of interest
All our workers are trained on the Code of Conduct. Breaches can be reported to the NDIS Commission.
What are my rights as an NDIS participant? +
You have the right to:
- Choice and control: Choose your own providers, supports and services
- Respect and dignity: Be treated with respect, without discrimination
- Privacy: Keep your personal information private
- Safety: Be free from abuse, violence and neglect
- Voice: Give feedback and make complaints
- Support: Access advocacy if you need help
Your rights are protected under the NDIS Act and the Code of Conduct.
Support Workers
Will I have the same support worker each time? +
We prioritise consistency. Where possible, you'll have the same worker(s) for regular supports. This helps build trust, familiarity with your routines, and better support outcomes.
If your regular worker is unavailable (sick, leave), we'll arrange a replacement and let you know in advance.
What qualifications do your support workers have? +
All our support workers have:
- NDIS Worker Screening clearance (mandatory for all NDIS workers)
- National Police Checks
- Reference checks and employment verification
- First aid training (where required for the role)
- Ongoing training in disability support, safety, and the NDIS Code of Conduct
Our therapists (Physiotherapy and Occupational Therapy) are:
- AHPRA registered (Australian Health Practitioner Regulation Agency)
- Qualified with relevant degrees
- Professionally insured
What if I don't feel comfortable with my support worker? +
Tell us immediately. Your comfort and safety come first.
We'll listen to your concerns, arrange a different worker, and ensure you feel safe and respected. You never have to continue with a worker you're uncomfortable with.
Can I choose a support worker I feel comfortable with? +
Yes. We match workers based on your preferences where possible:
- Communication style
- Cultural background or language
- Gender preference
- Experience with specific needs
- Personality and rapport
- Availability that suits your schedule
Tell us your preferences when you contact us and we'll do our best to match you well.
Do you provide overnight or 24-hour care? +
Yes. We can provide:
- Overnight supports: Sleep-over or active overnight assistance
- Extended hours: Afternoon/evening support
- 24-hour care: We coordinate shifts for continuous coverage
Contact us to discuss your specific needs and we'll explain what's possible.
Pricing & Payment
How much do your services cost? +
We charge in line with the NDIS Price Guide and Support Catalogue. Rates vary by:
- Service type (personal care, community access, therapy, etc.)
- Time of day (standard hours, evenings, overnight)
- Day of week (weekdays vs weekends)
- Public holidays (higher rates apply)
Contact us and we'll confirm the exact rates for your supports.
Are there any hidden fees? +
No. We're completely transparent:
- All costs are confirmed upfront in your Service Agreement
- We follow NDIS pricing rules (no price gouging)
- Travel charges (if applicable) are clearly stated
- Cancellation fees (if applicable) are explained before services start
You'll never receive a surprise invoice from us.
Are you insured? +
Yes. We maintain appropriate insurance including:
- Public liability insurance
- Professional indemnity insurance (for therapy services)
- Workers compensation insurance
This protects both you and our workers during support delivery.
Cancellations & Changes
What is your cancellation policy? +
We require 24 hours' notice for cancellations:
- 24+ hours notice: No charge
- Less than 24 hours: Short-notice cancellation fee may apply (in line with NDIS rules)
- No show: Full session may be charged
We consider genuine emergencies (illness, family emergency, unexpected hospitalization) case-by-case. The full policy is explained in your Service Agreement.
Can I change my regular support times or pause services? +
Yes. You can:
- Request different days or times
- Adjust frequency (e.g., from 3 times per week to 2 times)
- Pause supports temporarily (holidays, hospital stays, family visits)
Give as much notice as possible so we can update schedules and coordinate workers.
What if my support worker is sick? +
We'll notify you as soon as possible and:
- Arrange a replacement worker (if available and you're comfortable)
- Reschedule to another day
- Discuss options if you prefer to wait for your regular worker
We prioritize continuity, but we also prioritize your health and safety by not sending sick workers.
Can I pause services temporarily? +
Yes — absolutely. Common reasons include:
- Holidays or travel
- Hospital stays or medical treatment
- Family visits
- Changes in circumstances
Just let us know your dates and we'll pause and resume supports as needed. Your place stays secure.
Didn't Find Your Answer?
We're here to help. Whether you're new to NDIS or ready to start supports, reach out and we'll guide you through the process.
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