FAQs
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FREQUENTLY ASKED QUESTIONS
Answers to Your NDIS Support Questions
Yes. NDIS participants generally have the right to choose the providers they want to work with, provided the provider can deliver the required service and the support is in line with the participant's NDIS plan and funding arrangements.
Intigate Australia welcomes participants, families, support coordinators and other representatives to contact us to discuss their support needs. We take the time to understand what is important to each participant before services commence.
If you are considering Intigate Australia as your provider, we are happy to discuss our services, availability and how we can support you.
Yes. Intigate Australia supports participants whose NDIS funding is plan-managed, subject to the participant's approved funding and the specific service being requested.
If your plan is plan-managed, your registered plan manager manages the financial administration of your NDIS funding and pays providers on your behalf.
Before services commence, we can discuss your support needs, confirm the appropriate arrangements and work with your plan manager where required.
Participants remain responsible for choosing their providers and keeping track of their available NDIS funding.
Yes. Intigate Australia provides nursing services for NDIS participants, subject to individual needs, approved supports and service availability.
Our nursing services are designed to provide professional, person-centred clinical support and may include appropriate nursing care, health monitoring, care planning, health education and other services based on the participant's circumstances.
Our nursing team works collaboratively with participants, families, support workers and other relevant professionals to promote safe, coordinated and respectful care.
Please contact us to discuss your individual nursing support requirements.
Yes. NDIS participants can change providers if their current provider is not meeting their needs or if they would prefer to work with another provider.
Before changing providers, it is important to check your current Service Agreement, including any notice or cancellation requirements. You should also consider arranging your new provider before ending your current services so there is no unnecessary gap in support.
If you decide that Intigate Australia is the right provider for you, we can discuss your requirements and help you understand the process of commencing services with us.
Starting services with Intigate Australia is simple.
1. Contact us
Get in touch with our team by phone, email or through our online enquiry form.
2. Tell us about your needs
We will discuss your goals, support needs, preferences and the services you are interested in.
3. Discuss your NDIS plan
We can discuss your funding arrangements and determine whether the requested services are appropriate and available under your plan.
4. Meet with our team
We can arrange an initial discussion or meeting to make sure our services are suitable for you.
5. Establish your support arrangement
Where appropriate, we will discuss and complete the required documentation and Service Agreement.
6. Begin your supports
Once arrangements are in place, our team can commence your agreed services.
We aim to make the process welcoming, clear and straightforward.
Yes. Participants can involve family members, carers, advocates, guardians or other trusted people in their supports, where appropriate and with the participant's consent.
At Intigate Australia, we recognise that family members and trusted people can play an important role in supporting a participant's wellbeing, communication and decision-making.
We will always seek to respect the participant's rights, preferences, privacy and choice about who is involved in their support.
Where a participant has a legally appointed representative or decision-maker, we will work with them in accordance with the relevant arrangements.
Your concerns matter to us.
If you are unhappy with any aspect of your support, we encourage you to speak with our team as soon as possible. We will listen to your concerns, take them seriously and work with you to identify an appropriate resolution.
You can raise concerns about things such as:
• The quality of your support
• Communication
• Support worker arrangements
• Reliability or punctuality
• Your Service Agreement
• Your privacy
• Your preferences or choices
• Any other aspect of your service
You have the right to provide feedback or make a complaint without being treated unfairly because you have raised a concern.
If you do not feel comfortable raising the issue directly with us, you can ask a trusted person, advocate, support coordinator or another person to assist you. You can also contact the NDIS Quality and Safeguards Commission regarding concerns about the quality or safety of NDIS supports and services.
Absolutely.
At Intigate Australia, we value feedback from participants, families, carers, representatives and other people who work with us.
Feedback helps us understand what we are doing well and where we can improve.
You can provide:
Compliments
Tell us what you or your family have appreciated about our services.
Suggestions
Tell us how we could improve your experience.
Concerns or complaints
Tell us if something has not met your expectations or if you have concerns about your support.
We encourage open and honest communication and aim to ensure that participants feel comfortable speaking up.
Our feedback and complaints process is designed to be accessible, respectful and focused on achieving an appropriate outcome for the person raising the concern.
Intigate Australia provides NDIS services across our approved service areas in New South Wales.
Our availability can vary depending on the service required, participant needs, location and staffing availability.
If you are unsure whether we provide services in your area, please contact our team. We can discuss your location, the type of support you require and whether we currently have availability.
Contact Intigate Australia today to discuss your support needs.
Every participant is different, and you may have questions about your individual circumstances that are not covered here.
Our friendly team is available to discuss our services and help you understand how Intigate Australia may be able to support you.
Your goals. Your choices. Your support.
Contact Intigate Australia today to make an enquiry