Frequently Asked Questions

The National Disability Insurance Scheme (NDIS) is an Australian Government program that funds disability supports for Australians under 65 with a permanent and significant disability. Administered by the National Disability Insurance Agency (NDIA), the scheme gives participants choice and control — you decide which supports you receive, which providers you use, and how your plan is managed. The NDIS replaced the previous system of inconsistent state-based disability funding. Supports can include daily personal care, community participation, therapies, assistive equipment, and home modifications. To find out if you are eligible, call the NDIS on 1800 800 110 or visit ndis.gov.au.

To be eligible for the NDIS you must be under 65, an Australian citizen or permanent resident, and have a permanent disability that significantly affects your ability to participate in daily activities. Eligible disability types include physical, intellectual, sensory, cognitive, neurological, and psychosocial disabilities (including mental health conditions). The NDIS does not fund supports normally provided by other systems such as Medicare, but it funds disability-specific supports that complement those services. If you are unsure whether your condition qualifies, an Access Request can be lodged with supporting evidence from your treating professional. Call 1800 800 110 to start the process.

To apply for the NDIS, call 1800 800 110 or download and submit an Access Request Form from ndis.gov.au. Your application must include supporting evidence of your disability — typically a report from your GP, specialist, or allied health professional describing how your condition affects your daily life. The NDIA has a 21-day target to assess access requests once all evidence is received. If your application is unsuccessful, you have the right to request a review of the decision. A Local Area Coordinator (LAC) in your area can help you prepare your application and navigate the process at no cost to you.

The NDIS supports Australians under 65 with a permanent and significant disability. It is not means-tested and gives participants choice and control over their funded supports. Aged care — including Home Care Packages and residential care — supports older Australians aged 65 and over (or 50 and over for Aboriginal and Torres Strait Islander people). If you were already on the NDIS when you turn 65, you may choose to remain on the NDIS rather than transition to aged care. If your disability began after age 65, aged care is your access pathway rather than the NDIS. Call My Aged Care on 1800 200 422 for aged care enquiries, or the NDIS on 1800 800 110 for disability support under 65.

Getting started is straightforward. Call us on 0416 100 797 or email info@liftandlive.com.au and we will have a free, no-obligation conversation about your goals, your current NDIS plan, and the supports you are looking for. We will explain how billing works under your plan management type and match you with a suitable support worker. Before your first support session, we will provide a service agreement outlining exactly what supports will be delivered, when, and at what NDIS-standard rate. There are no lock-in contracts and you can adjust or pause supports at any time.

We work with all three NDIS plan management types. Self-managed participants pay us directly and claim reimbursement from the NDIA portal — they have the broadest provider choice and can use registered or unregistered providers. Plan-managed participants have a registered plan manager who pays us on their behalf — they get provider flexibility without the administration work. Agency-managed (NDIA-managed) participants have the NDIA pay us directly — provider choice is limited to registered providers like Lift & Live. All three types are welcome and we will explain the billing process for your specific arrangement at your first consultation.

Yes. We take careful steps to match you with a worker based on your needs, interests, personality, language preference, and goals. Before your first shift, we can arrange an introductory meeting so you can meet your worker beforehand. If the match is not right — for any reason — we will find someone more suitable without question. Participants have the right to request a different support worker at any time. For participants with specific needs such as complex care, LGBTQ+ affirming support, or particular cultural or language preferences, we take extra care to find the right fit.

We provide NDIS support across Western Sydney and the Central Coast. In Western Sydney we regularly support participants in Penrith, St Marys, Blacktown, Parramatta, Liverpool, Fairfield, Windsor, Campbelltown, Bankstown, Auburn, Merrylands, Granville, Seven Hills, Baulkham Hills, and Rouse Hill. On the Central Coast we cover Gosford, Wyong, Tuggerah, Terrigal, Woy Woy, Umina Beach, The Entrance, Avoca Beach, Bateau Bay, Long Jetty, Toukley, and Budgewoi. If your suburb is not listed, call us — we may still be able to help or connect you with a trusted local provider.

Yes. All Lift & Live support workers hold a current NDIS Worker Screening Clearance, National Police Check, and Working with Children Check (WWCC), and complete the NDIS Worker Orientation Module before their first shift. The NDIS Worker Screening Check is a national background check required by law for all workers at registered NDIS providers — it is more comprehensive than a standard police check and must be renewed every five years. You have the right to ask any provider to confirm that their workers hold current clearances before support begins. We are happy to confirm this for any of our staff.

The NDIS Worker Screening Check is a national background check required for all workers at registered NDIS providers who have more than incidental contact with participants. It examines criminal history, serious workplace incidents, and relevant apprehended violence orders across all Australian states and territories — making it more thorough than a standard National Police Check. Workers at registered providers who lack a current clearance cannot legally deliver NDIS supports; clearances must be renewed every five years. All Lift & Live workers hold current clearances. You have the right to ask any provider to confirm their workers' clearance status before support begins; contact the NDIS Commission on 1800 035 544 if you have concerns.

Lift & Live provides three core NDIS-funded support types. Daily Living Support (Category 1 — Assistance with Daily Life) covers personal care, meal preparation, household tasks, medication assistance, mobility support, and overnight or sleepover shifts. Community Participation (Category 4 — Assistance with Social, Economic and Community Participation) supports participants to attend social activities, sport, arts, education, volunteering, and community events. In-Home Care covers domestic assistance, companionship, and carer respite under Category 1 funding. All services are delivered by fully screened workers in accordance with the NDIS Practice Standards and Code of Conduct.

Yes. We offer flexible scheduling including morning, afternoon, evening, and overnight shifts on any day including weekends and public holidays. NDIS Pricing Arrangements set higher rates for evening, Saturday, Sunday, and public holiday shifts — we charge the applicable NDIS-standard rate for each shift type and itemise this clearly in billing statements so there are no surprises. Sleepover support (where a worker stays overnight and assists if needed) is also available. If you have regular out-of-hours scheduling needs, let us know at your initial consultation and we will build that into your regular support schedule.

We review and adjust your support plan as your circumstances evolve. If your needs increase — following an injury, a change in your home situation, or the progression of your disability — we will discuss what additional supports may be appropriate and whether your current NDIS funding covers them. If your plan does not include enough funding for your needs, we can help you understand whether to request an unscheduled plan review. There are no lock-in contracts. You can also reduce, pause, or end your supports at any time by giving reasonable notice as outlined in your service agreement.

We charge in line with the NDIS Pricing Arrangements and Price Limits — the official NDIS price guide published annually by the NDIA. Standard weekday day rates are set by the NDIS (typically $67–$72 per hour for most support types in 2025–26, depending on the line item). Evening, Saturday, Sunday, and public holiday shifts attract higher rates as specified in the price guide — we apply these exactly with no mark-up. There are no hidden fees, joining fees, or exit fees. We provide a full service agreement before support begins and your invoices will specify the NDIS line item, date, hours, and rate for every shift.

A service agreement is a written document between you and Lift & Live that sets out the specific supports to be delivered, the schedule, the NDIS line items and hourly rates, how billing and claims will be processed, your rights as a participant (including the right to end the agreement), and how to raise a complaint or concern. Under the NDIS Code of Conduct, registered providers must provide a service agreement before support begins. Read it carefully, ask questions about anything unclear, and keep a copy. Service agreements can be amended by mutual agreement if your needs or schedule change.

If your Core Supports funding is exhausted before your plan end date, your provider cannot continue claiming and support may need to pause. The most important step is to contact your Local Area Coordinator or Support Coordinator as soon as you notice funding is running low — not after it runs out. They can review which budget lines are depleted and whether flexibility exists between line items. If your needs have genuinely increased since your plan was approved, you can request an unscheduled plan review at any time. Keep records of all support shifts delivered as evidence for review. Running out of funding does not mean you have done anything wrong — many participants are underfunded on their first plan.

Yes. We provide in-home respite support so that family carers can take a planned break, attend appointments, or rest — knowing their loved one is in safe, professional hands. Respite support can be funded under Core Supports Category 1 in an NDIS plan, or from dedicated Carer Respite funding if it has been included in the participant's plan. Respite can range from a few hours per week to overnight or extended stays. When setting up respite support, we take time to understand the participant's routines, preferences, and any complex care needs to ensure the experience is consistent and comfortable.

All Lift & Live support workers hold a current NDIS Worker Screening Clearance, National Police Check, and Working with Children Check before working with any participant. Workers also complete the NDIS Worker Orientation Module, which covers participant rights, the NDIS Code of Conduct, and how to recognise and report abuse or neglect. As a registered NDIS provider, we operate under the NDIS Quality and Safeguards Commission's oversight and are subject to audit and mandatory incident reporting. If you ever have a concern about the support your family member is receiving, you can raise it with us directly or contact the NDIS Commission on 1800 035 544.