Whether you’re looking for support, have questions about the NDIS, or want to discuss your specific needs, we’re here to help. Reach out however works best for you – we’ll take it from there.
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Your Guide to Access & Support
Getting Here
Street parking available
15-minute walk from Penrith Station
Wheelchair accessible entrance
Office Hours
Monday – Friday: 9:00am – 5:00pm
Saturday – Sunday: Closed
Public Holidays: Closed
Support services continue outside office hours for existing participants
Emergency Support
For existing participants requiring urgent after-hours support, call your support worker directly or our main number for the on-call service.
For medical emergencies, always call 000.
Feedbacks & Complaints
We value your feedback. If you have concerns about our services:
First Step: Contact us directly on 0435 908 339 or 02 4711 4075
If Unresolved: Contact the NDIS Quality and Safeguards Commission on 1800 035 544
Respite may be funded through Core Supports or Short Term Accommodation (STA). Core Supports can often be used flexibly, but STA must be specifically included in your NDIS plan during planning meetings. We can guide you through the best option for your situation.
What’s included in short term accommodation respite?
Our short term accommodation includes all personal care, meal support, medication assistance, activities, and 24/7 supervision in appropriate settings.
Will it be the same support workers?
Where possible, yes. We prioritise using workers who already know the participant. If new workers are needed, we arrange introductions first.
Can participants stay in their own home during respite?
Absolutely. In-home respite is our most popular option, keeping participants comfortable in familiar surroundings with established routines and meal support.
How much notice do you need for respite?
Respite should be arranged with as much notice as possible, ideally four weeks, so we can organise accommodation, plan activities with the participant, and ensure the right staff are available to support during this time. For emergency respite, we respond as quickly as possible, often within hours for existing participants.
What about pet care?
While not primary services, our workers can assist with basic pet care like feeding as part of maintaining your household routine.
Can the same worker provide domestic and personal care?
Absolutely. Many participants prefer the same familiar workers providing various supports. This improves continuity and comfort.
Is domestic assistance different from house cleaning services?
Yes, domestic assistance includes broader household support like meal preparation, laundry, and home organisation, not just cleaning. It’s comprehensive household support.
Can workers help with meal preparation for special diets?
For specific dietary needs prescribed by allied health professionals, we follow their guidance to ensure meals are prepared safely and appropriately.
What household tasks can you help with?
Our domestic assistance covers cleaning, laundry, meal support, home organisation, shopping, and light maintenance. We adapt support to your specific household needs and preferences.
Can family members be present during personal care?
Your choice entirely. Some participants prefer family presence for comfort, others prefer privacy. We’ll accommodate whatever makes you most comfortable.
Do workers receive specific personal care training?
Yes, all workers complete comprehensive personal care training covering dignity, privacy, communication, safe practices, and infection control. Training is regularly updated.
What if I’m not comfortable with a support worker?
Your comfort is essential. If you’re not comfortable with a support worker for any reason, tell us immediately. We’ll arrange alternatives without requiring detailed explanations.
Can I request specific support workers?
Yes. We do our best to match you with your preferred workers or characteristics (like gender). If someone isn’t available due to illness or leave, we’ll provide a backup worker you’ve already met.
How do you ensure my privacy during personal care?
Privacy is paramount. We use appropriate covering during care, close doors/curtains, limit observers to necessary people only, and maintain confidentiality about all personal matters. Your boundaries are always respected.
Emergency Support
For existing participants requiring urgent after-hours support, call your support worker directly or our main number for the on-call service.
