Frequently asked questions
Quick answers to some of your most common questions about our services.
Who is eligible to receive NDIS support?
The NDIS is available to Australian citizens, permanent residents, or Protected Special Category Visa holders under the age of 65 with a permanent and significant disability. If you are unsure about the eligibility criteria or how to apply, please feel free to contact OnYou Care. We will gladly guide you through the process.
I am not fluent in English. Is support available in other languages?
Yes, definitely! We value clear communication and understand the importance of your cultural background. We will match you with a bilingual support worker who speaks your language so you can receive our services with complete peace of mind.
I already have an NDIS plan. How do I start using your services?
Simply call OnYou Care at 1300 1004 79 for an initial consultation. We will carefully review your plan's budget, goals, and the services you require. From there, we will create a tailored care plan and promptly start delivering your services.
What are the benefits of using a Registered NDIS Provider?
OnYou Care has officially passed the strict quality and safety audits required by the NDIS Quality and Safeguards Commission. Unlike unregistered providers, we strictly comply with government oversight and guidelines, meaning you can trust us to deliver much safer, verified, and high-quality services.
Can I be matched with a support worker who fits my personality?
With over 11 years of human resources expertise, OnYou Care comprehensively considers your personality, required services, and location to match you with the ideal support worker. If you ever feel the need to change your support worker, you can comfortably request a change at any time.
Are there any out-of-pocket expenses when using your services?
If you use our services within the approved budget limits of your NDIS plan, OnYou Care's service fees are claimed directly through the NDIS. Therefore, as a general rule, there are no out-of-pocket costs for you to pay.
Can I use OnYou Care if my NDIS plan is Self-managed or Plan-managed?
Yes, absolutely! Because OnYou Care is an officially Registered NDIS Provider, you can seamlessly use our services regardless of how your plan is managed—whether it is Agency-managed (NDIA), Plan-managed, or Self-managed.
Can I switch to OnYou Care if I am currently with another provider?
Yes, you certainly can. As an NDIS participant, you have complete choice and control to change providers at any time. Our team will carefully guide you through a smooth transition—from wrapping up with your current provider to starting with OnYou Care—ensuring there are no gaps in your support.
How are your support workers screened and what are your safety measures?
Participant safety is our highest priority. All our support workers and staff must pass rigorous background checks, including a National Police Check, NDIS Worker Screening Check, and Working With Children Check (WWCC). Additionally, they hold valid First Aid and CPR qualifications and participate in regular internal training to ensure the highest standards of safety and care.
Are services available on weekends, public holidays, or after hours?
Yes, we do. We offer flexible support tailored to your lifestyle and needs, including weekends, public holidays, and after-hours care. (Please note that in accordance with the NDIS Pricing Arrangements, weekend and public holiday rates may differ from standard weekday rates. We will always discuss this transparently with you beforehand.)
What should I do if I need to cancel or reschedule a service?
If you need to change or cancel an upcoming service, simply contact your OnYou Care manager or our office, and we will adjust your schedule as quickly as possible. To avoid any cancellation fees in line with NDIS guidelines, we ask that you provide us with sufficient notice prior to your scheduled support.
I am applying for the NDIS for the first time. Can I still get help even if I don't have a plan yet?
While OnYou Care primarily delivers services to those with an approved NDIS plan, we are always happy to guide community members who feel overwhelmed by the initial application process. We offer free, friendly consultations to help you understand the eligibility criteria, the necessary medical documents, and the overall steps to apply for the NDIS.
