NDIS questions, answered in plain English

Who is eligible for the NDIS?

You may be eligible for the NDIS if you are under 65 when you apply, live in Australia as a citizen, permanent resident or Protected Special Category Visa holder, and have a permanent and significant disability, or need early support to reduce the future impact of a disability.

The NDIA looks at how your disability affects everyday activities such as communication, mobility, self-care and learning, not only the diagnosis itself. Children younger than 9 with developmental delay or disability are usually supported first through the early childhood approach.

Official source: NDIS, how to apply

How do I apply for the NDIS?

You apply by making an access request to the NDIA, either by calling 1800 800 110 or by completing the access request form, and providing evidence of your disability and how it affects daily life.

Evidence usually comes from your GP, specialist or allied health professionals. Your local area coordinator, or an early childhood partner for young children, can help you through the process. We cannot apply on your behalf, but once you have a plan we can talk through how to use it.

Official source: NDIS, how to apply

Is autism covered by the NDIS?

Autism can be eligible for the NDIS when it has a substantial impact on everyday life. The NDIA decides each application on the evidence provided about how autism affects things like communication, social interaction, learning and self-care.

The same principle applies to other conditions people ask about, such as epilepsy, lupus or scoliosis: eligibility depends on whether the condition causes a permanent and significant disability, not on the name of the condition alone. If you are unsure, speak with your GP or local area coordinator, or check the NDIS access guidelines.

Official source: NDIS Our Guidelines

I have just received my NDIS plan. What happens next?

Read which support categories your plan funds, decide how you want your plan managed, then contact providers to arrange your supports. A good provider starts by asking about your routines and goals, not by selling a package.

With KeyPoint Care, the usual steps are a first conversation, a review of your plan and needs, a written service agreement, then support begins. How quickly supports start depends on your planning arrangements, the supports you need and when you need them.

Can I choose my own NDIS provider?

Yes. NDIS participants choose their own providers. If your plan is NDIA-managed you must use registered NDIS providers; if it is plan-managed or self-managed you can use registered or unregistered providers.

KeyPoint Care Solutions is a registered NDIS provider, so we can work with you however your plan is managed. You can check any provider's registration on the NDIS Commission's provider register.

Official source: NDIS, finding providers

What is the difference between a registered and unregistered NDIS provider?

A registered NDIS provider has been approved by the NDIS Quality and Safeguards Commission and must meet the NDIS Practice Standards and Code of Conduct. Unregistered providers must follow the Code of Conduct but are not audited against the Practice Standards.

Some supports, such as certain high intensity supports, can only be delivered by providers registered for them. Registration gives you an extra layer of oversight and a clear complaints pathway through the NDIS Commission.

Official source: NDIS Quality and Safeguards Commission

What should I ask an NDIS provider before choosing them?

Ask whether they have staff with the right skills for your needs, whether they can cover the days and hours you need, how workers are matched and trained, how they work with your health team, and whether they will give you a written breakdown of costs before you start.

Here is how KeyPoint Care answers those questions:

• Skills: our team includes support workers and registered nurses, and complex care is planned with registered nurse oversight.
• Availability: we can provide support on weekends, overnight and around the clock, subject to an assessment of your needs and staff availability.
• Training: workers are trained and competency-checked before delivering delegated high intensity tasks.
• Your health team: we coordinate with your GP, specialists, hospital discharge teams and support coordinator.
• Costs: we do not publish rates online because NDIS pricing changes, but we give you a written breakdown for your supports before you agree to anything.

Can I change my NDIS provider?

Yes. You can change providers at any time. Check the notice period in your current service agreement, let your provider know in writing, and arrange a start date with your new provider so there is no gap in support.

You do not need to give a reason. When people move to KeyPoint Care, we map out your current routine first so the handover is as smooth as possible.

Official source: NDIS, how to find and choose a provider

What is an NDIS service agreement?

A service agreement is a written agreement between you and your provider that sets out which supports will be delivered, when, how much they cost, and the rules for changes, cancellations and ending the agreement.

Service agreements are strongly recommended and protect both sides. Read it before you sign and ask about anything that is unclear, especially notice periods and cancellation terms.

What does the NDIS cover?

The NDIS funds reasonable and necessary supports related to your disability, grouped into Core supports for everyday living, Capacity Building supports for skills and independence, and Capital supports for equipment and home modifications.

Common supports include personal care, help with household tasks, community participation, transport, therapy, support coordination, and disability-related health supports such as some nursing care. The NDIS does not fund everyday living costs such as rent, groceries or bills, or supports that are the responsibility of the health or education systems.

Official source: NDIS, supports in your plan

What can NDIS funding pay for at home?

Depending on your plan, NDIS funding can pay for help at home such as personal care, cleaning and laundry, meal preparation, support with daily routines, and nursing care for disability-related health needs.

We go through your plan with you before you spend anything, so you know which of our services your funding covers. See our in-home care and personal care services for more detail.

Does the NDIS pay for cleaning?

Often, yes. The NDIS can fund help with household tasks such as cleaning and laundry when your disability makes them difficult or unsafe to do yourself. It is funded under Core supports.

Learn more about our household tasks support.

Does the NDIS pay for transport?

Yes, the NDIS can fund transport when your disability means you cannot use public transport without substantial difficulty. Funding can cover travel to work, study, appointments and community activities, and support workers can accompany you.

See our NDIS transport services for how we plan outings and appointments.

Does the NDIS cover nursing care?

Yes, the NDIS funds disability-related health supports, which can include nursing care for needs such as PEG feeding, catheter care, complex bowel care and wound care when they relate to your disability.

Health needs that are not related to your disability are usually funded through the health system instead. Read about our community nursing and complex care and nursing.

Can family members be paid to provide NDIS support?

Generally no. The NDIS does not usually fund family members to provide supports, and only allows it in exceptional circumstances approved by the NDIA.

The NDIS recognises the role families play and can fund supports that give carers a break, such as short term accommodation or extra support at home.

Is there a two hour minimum for NDIS support?

There is no NDIS-wide minimum shift length. Each provider sets its own minimum in the service agreement. At KeyPoint Care, the minimum shift is 2 hours.

What is your cancellation policy?

Cancellations made at least 24 hours before a shift are free. Cancellations with less than 24 hours' notice may be charged as set out in your service agreement, in line with the NDIS Pricing Arrangements.

Official source: NDIS Pricing Arrangements and Price Limits

What is high intensity support in the NDIS?

High intensity supports are daily personal activities that need specific skills and training, because the person has complex health needs related to their disability. They must be delivered by workers trained and assessed as competent for each task.

Examples recognised by the NDIS include enteral (PEG) feeding, complex bowel care, urinary catheter management, tracheostomy care, ventilator support, subcutaneous injections, complex wound management, severe dysphagia management and epilepsy and seizure management. Ask us which of these we can provide for your situation.

Official source: NDIS Commission, High Intensity Support Skills Descriptors

Do you provide PEG feeding support at home?

Yes. KeyPoint Care provides PEG feeding support as part of our complex nursing care, including feeds, flushes and site care in line with your dietitian and treating team's plan, delivered by competency-checked staff with registered nurse oversight.

See NDIS complex care and nursing in Cranbourne.

Can you provide overnight or 24 hour complex care?

Yes. We can provide weekend, overnight and 24 hour support for participants with complex care needs, subject to an assessment of your needs, your funding and staff availability.

How do you work with hospitals, GPs and specialists?

We work from your current clinical instructions and coordinate with your GP, specialists, allied health team and hospital discharge planners. Your care plan records who is responsible for what and when we escalate concerns.

If you are planning a hospital discharge, contact us early so supports can be ready when you get home.

What is an NDIS support coordinator?

A support coordinator helps you understand and use your NDIS plan: finding providers, setting up service agreements, solving problems and building your ability to manage supports yourself. Support coordination is funded in some plans, not all.

KeyPoint Care mostly works alongside your support coordinator rather than providing coordination ourselves. We can also guide you on how to get the most out of support coordination.

What is the difference between NDIA-managed, plan-managed and self-managed?

With NDIA-managed plans the agency pays providers directly and you can only use registered providers. With plan-managed plans a plan manager pays your invoices and you can use registered or unregistered providers. With self-managed plans you pay providers yourself and have the most flexibility.

We work with participants under all three arrangements.

Official source: NDIS, managing your plan

What is the difference between SIL and SDA?

Supported Independent Living (SIL) funds help with daily tasks for people living in shared or individual supported homes. Specialist Disability Accommodation (SDA) funds the housing itself for people with extreme functional impairment or very high support needs.

In short, SIL is the support and SDA is the home. Read about our daily tasks and shared living and specialist disability accommodation pages.

What does a local area coordinator do?

A local area coordinator (LAC) is an NDIS partner who helps people understand and apply for the NDIS, build their plan, connect with community and mainstream services, and review their plan.

Which areas do you support?

We are based in Cranbourne West and support participants across Melbourne's south east, including Cranbourne, Cranbourne East, Junction Village, Botanic Ridge, Clyde, Berwick, Narre Warren, Hampton Park, Lynbrook, Dandenong, Frankston, Langwarrin, Somerville and Chelsea.

Meetings are by appointment. If your suburb is not listed, call us and we will tell you honestly whether we can help.

What languages does your team speak?

Our team speaks English, Vietnamese and Mandarin. If you need another language, call TIS National on 131 450 and ask them to call KeyPoint Care on 0458 888 427 with an interpreter.

What are your office hours?

Our office is open Monday to Friday 8:30am to 5:30pm and Saturday 9am to 1pm. Support itself can be arranged outside these hours, including weekends and overnight.

How do I make a complaint or give feedback?

You can raise a concern with us through our complaints and feedback page, by phone or by email. You also have the right to complain directly to the NDIS Quality and Safeguards Commission on 1800 035 544.

Official source: NDIS Commission, make a complaint

How do I get started with KeyPoint Care?

Call 0458 888 427 or send an enquiry. We will talk about your goals and routines, review your plan with you, give you a written service agreement and breakdown of costs, then arrange your supports.

Support coordinators, GPs and hospital teams can also make a referral.