Clear answers to the most common NDIS questions from participants, families, and carers across Newcastle, Lake Macquarie, Maitland, Cessnock, and the Hunter Valley - eligibility, plans, disability support workers, self-managed funding, and more.
We have organised these questions into six categories. Use the jump links below to go straight to what you need - or scroll through at your own pace. If you don't find your answer here, contact our team directly.
To be eligible you must: be an Australian citizen, permanent resident, or protected SCV holder; be under 65 years old at the time of application; live in Australia; and have a permanent disability that significantly impacts your daily life. Children under 7 with developmental concerns may access the Early Childhood pathway. If you are unsure, call the NDIA on 1800 800 110 to discuss your situation before lodging a formal access request.
You will need evidence confirming your disability and its impact. This typically includes:
Yes. The NDIS requires that your disability be permanent, but this does not mean your symptoms must be constant. Many conditions - including multiple sclerosis, mental health conditions, chronic pain, and episodic conditions - fluctuate in severity. What matters is that the underlying condition is permanent (i.e., won't go away), even if its day-to-day impact varies. Your supporting documentation should describe the condition's permanent nature and the impact during both good and difficult periods.
Yes. Receiving a Disability Support Pension (DSP), Carer Payment, or other Centrelink payment does not disqualify you from the NDIS. The NDIS and income support payments are separate systems with separate eligibility criteria. Being on DSP does not automatically get you into the NDIS - you still need to apply separately. And joining the NDIS does not automatically affect your DSP, though working while on NDIS and DSP together has income-testing rules you should check with Services Australia.
A declined access request can be challenged. You have two options:
Yes. Children under 7 can access the NDIS through the Early Childhood pathway, which focuses on early intervention - the earlier supports begin, the better the long-term outcomes. For children aged 7 and over, the same eligibility criteria as adults apply. Evidence from paediatricians, developmental specialists, speech pathologists, or psychologists is typically used. Contact the NDIA or an Early Childhood partner in your area to start the process.
A planning meeting is where you tell the NDIA about your goals, your current supports, your daily life, and what you need to achieve greater independence or participation. To prepare:
Core Supports - the largest and most flexible budget, covering daily assistance, transport, consumables, and community participation. You can generally move money between Core subcategories (except Transport).
Capacity Building Supports - funds supports designed to build your independence over time: therapies, Support Coordination, employment support, social skills. Each Capacity Building line item cannot be moved to another; they are each dedicated to a specific purpose.
Capital Supports - funds higher-cost items like assistive technology and home modifications. These must be spent on specifically approved items and cannot be moved to other categories.
You can request a plan review at any time - you do not have to wait for your annual review. Contact the NDIA and explain that your circumstances or support needs have changed significantly. Providing evidence from providers and therapists about why more funding is needed will strengthen your case. Common reasons for a successful mid-plan review include a significant change in your disability, a new diagnosis, a change in your informal support network (e.g., a carer becoming unable to help), or life changes such as leaving school or moving out of home.
Most first plans run for 12 months. After your first review, plans may be extended to 2 or even 3 years if your situation is stable and your support needs are well-understood. Plans can always be reviewed earlier if circumstances change significantly. Unused funding generally does not roll over - it expires at the end of the plan period, which is why using your funding effectively during the plan year matters.
Plan management determines how your NDIS funding is administered:
A Support Coordinator is an NDIS provider (funded through your Capacity Building budget) who helps you understand and implement your plan - finding providers, setting up Service Agreements, resolving issues, and ensuring your supports work together. Not all plans include Support Coordination funding. It is most valuable for:
No. NDIS funding does not automatically roll over at plan renewal. Unspent funds generally expire at the end of your plan period and are returned to the NDIS. There is an exception for Capital Supports - if you have been approved for a specific item (e.g., a wheelchair) and it hasn't arrived yet, your Support Coordinator can help ensure that funding is preserved through the review process. This is why it is important to start using your plan promptly and to contact the NDIA if you are having difficulty accessing services.
The NDIS can fund the disability support component of a trip - the support worker's time, transport costs related to the worker's travel, and accommodation for the worker where necessary - but it does not fund your holiday costs (accommodation, flights, meals, activities). There are also rules around how this is managed depending on plan management type. This area has specific NDIA guidance and can be complex, so discuss any planned travel with your Support Coordinator before assuming what will be funded.
The NDIS Pricing Arrangements and Price Limits (formerly the NDIS Price Guide) is a document published by the NDIA that sets maximum hourly rates for every type of NDIS support - from personal care to occupational therapy to support coordination. Providers cannot charge above these limits for agency-managed participants. The rates vary by support type, time of day (weekday, evening, Saturday, Sunday, public holiday), and support ratios. Your provider is required to show you their rates in your Service Agreement before services begin.
In limited circumstances, yes - but there are strict rules. Under agency-managed and plan-managed plans, family members who live with you cannot generally be paid as your support worker. Family members who do not live with you and are not your primary informal carer may be registered as a provider in some circumstances. Self-managed participants have more flexibility but must still comply with NDIA rules and document the support properly. This is a complex area - speak with your Support Coordinator or contact the NDIA directly before making any arrangement with a family member.
If you believe a provider has overcharged you or charged for services not delivered, you should:
Yes - NDIS pricing sets maximum rates, not fixed rates. Providers can charge less than the price limit, and for self-managed or plan-managed participants you can negotiate with providers. Some providers offer discounts for block bookings or consistent regular sessions. However, be cautious about providers charging significantly below the market rate - unusually low pricing can indicate a lower standard of service or financial instability in the provider. Always check that a provider is registered (if required for your management type) and review their NDIS registration groups before signing a Service Agreement.
Finding the right provider takes time and is worth doing carefully. Start with:
A Service Agreement is a written contract between you and a provider that outlines what supports will be delivered, the cost, how often services will occur, the cancellation policy, and both parties' rights and responsibilities. Registered NDIS providers are required to offer a Service Agreement. While you technically don't have to sign one, it is strongly in your interest to have everything in writing. Read the Service Agreement carefully before signing - particularly the cancellation policy and notice period for ending the agreement.
Yes - you have the right to change providers at any time. Check your Service Agreement for the required notice period (commonly 2-4 weeks). Once the notice period is given, you are free to engage a new provider. You do not need a reason to change providers. If you are unhappy with a provider's conduct, document your concerns and consider also lodging a complaint with the NDIS Quality and Safeguards Commission (1800 035 544) - this helps protect other participants and holds providers accountable.
Under the NDIS Worker Screening Scheme, all workers who are in direct contact with NDIS participants must hold a current NDIS Worker Screening Check - an ongoing background check that clears workers to provide NDIS supports. In NSW, this is administered by Service NSW. Workers must also comply with the NDIS Code of Conduct, which sets standards for honesty, competence, and safe practice. You can ask any worker or provider to confirm their screening clearance. Never use a worker who cannot provide evidence of a current clearance.
If a support worker behaves inappropriately, you have several options:
You can request a plan review at any time - you do not have to wait until your plan expires. A review is appropriate when:
You have two formal pathways to challenge NDIA decisions:
Complaints about NDIA decisions or service: Contact the NDIA directly on 1800 800 110 or submit a complaint through the NDIS website. If not resolved, contact the Commonwealth Ombudsman.
Complaints about NDIS providers or workers: Contact the NDIS Quality and Safeguards Commission on 1800 035 544. They have the power to investigate, impose conditions on providers, and cancel provider registrations. You can also use the Commission's online complaint form at ndiscommission.gov.au.
Yes. Several free services can help:
NDIS pricing rules allow providers to charge a cancellation fee if you cancel with short notice (less than 7 days' notice for most supports, 2 days for some). The cancellation rate is typically up to 90% of the scheduled support cost. Your Service Agreement will specify the provider's exact cancellation policy - read this carefully before signing. If you frequently cancel due to your disability (e.g., health flare-ups), discuss this with your provider - some will negotiate more flexible policies. You can also ask about cancellation windows that align better with your condition.
This is an important question to ask before signing with any provider. Reputable providers have a pool of backup workers or a clear process for covering absences. Ask: How much notice will they give you if your worker is unavailable? Will they send a replacement or cancel? How are replacement workers matched to ensure consistency? Having at least some familiarity with more than one worker reduces disruption when absences occur. If a provider routinely cancels or provides unreliable coverage, consider changing providers.
Yes - if your plan is self-managed or plan-managed, you can engage workers directly (not through an agency). This can give you more flexibility and often means more consistent worker relationships. However, you take on employer responsibilities: ensuring the worker has an NDIS Worker Screening clearance, managing payroll and superannuation, complying with relevant Awards (typically the SCHADS Award), and addressing performance issues. Many participants find this rewarding but it requires more administration. There are support services and platforms that help self-managed participants hire and manage their own workers.
Yes - NDIS supports can be delivered any time of day or night, including evenings, weekends, and public holidays. However, NDIS pricing is time-based: weekday daytime rates are lower than evening rates, Saturday rates are higher than weekdays, Sunday rates are higher again, and public holiday rates are highest of all. These rates are set in the NDIS Pricing Arrangements and your provider must apply them correctly. If you need overnight or sleepover support, there are specific rates for active and inactive nights - confirm with your provider how these are charged.
Supported Independent Living (SIL) is an NDIS support that funds assistance for participants who need significant support to live in their own home or in shared accommodation - including overnight and 24-hour care. SIL is typically for participants with high support needs who cannot live safely without on-site support. SIL funding is separate to Specialist Disability Accommodation (SDA), which funds the physical property (building) for participants with extreme functional impairment. Both SIL and SDA require specific assessments and NDIA approval - contact our Support Coordination team if you want to explore whether SIL is appropriate for your situation.
Assistive Technology (AT) and consumables can be funded through your Capital or Core budget depending on their cost and type. Generally:
Our team in Newcastle is happy to answer NDIS questions - whether you're new to the scheme or working through a specific issue with your current plan.