Frequently Asked Questions

The National Disability Insurance Scheme (NDIS) is an Australian Government initiative that funds supports for people with permanent and significant disability. It helps participants achieve goals through funding for daily activities, independence, employment, and community participation.

To be eligible you must: be under 65 years of age; live in Australia as a citizen, permanent resident, or Protected Special Category Visa holder; and have a permanent and significant disability that affects your daily life.

We are NDIS registered for: employment support (0102), high personal care (0104), life stage transitions (0106), personal activities (0107), transport (0108), life skills development (0117), household tasks (0120), and community participation (0125). Visit our Services page for full details.

You can: (1) self-refer via our Referral Form; (2) have your support coordinator or GP refer you; or (3) call us on 0435 335 444. We review all referrals within 48 hours.

We primarily service Melbourne's western suburbs: Melton, Melton West, Caroline Springs, Taylors Lakes, Deer Park, and surrounds. Contact us to discuss your location.

Office hours: Monday–Friday 9:00 AM–5:00 PM and Saturday 10:00 AM–2:00 PM. Support services are delivered 7 days a week, including evenings and weekends, based on participant needs and funding.

Yes, we believe in participant choice and control. We match you with support workers based on your preferences, cultural background, language, and goals. You can request a change at any time.

All support workers hold Certificate III or IV in Individual Support (Disability), have current NDIS Worker Screening clearances, and undergo ongoing training. Several members of our leadership team are registered nurses.

Yes, we provide support 7 days a week including public holidays. Weekend and public holiday rates apply in line with NDIS Pricing Arrangements. Let us know your needs when you get in touch.

We claim directly from your NDIS plan within Core Supports (daily activities, transport) and Capacity Building (employment, life skills, community participation). We follow the current NDIS Pricing Arrangements and work within your approved budget.

Yes, we welcome NDIA-managed, plan-managed, and self-managed participants. You'll receive the same high-quality support regardless of how your plan is managed.

We provide clear statements and regular funding updates. You can also check your balance anytime via the MyPlace portal. We'll alert you proactively if funds are running low.

We offer an experienced team with healthcare backgrounds, a person-centred approach, flexible service delivery, transparent communication, and deep local expertise in Melbourne's west. Our RN-led leadership team brings clinical expertise to complex support needs.

We maintain full NDIS registration, conduct regular staff training, have a dedicated Quality Officer (RN), encourage feedback at every interaction, and undergo regular external audits. Your safety and wellbeing is our highest priority.

Contact your support worker or our Client Service Manager on 0470 713 466. You can also submit a formal complaint, we respond within 2 business days and resolve within 10. You always have the right to contact the NDIS Quality and Safeguards Commission on 1800 035 544.

Email admin@opencareconnect.com.au, call 0435 335 444, visit our Complaints page, or speak directly with your support worker. All feedback is treated seriously and confidentially.