Frequently Asked Questions
Straight answers to the questions we are asked most often. If yours is not here, call us on 1300 522 119.
What is the NDIS?
The National Disability Insurance Scheme is an Australian government scheme that funds supports for people with permanent and significant disability. Funding is set out in an individual plan, and you choose how it is used within the categories the plan allows.
Are you a registered NDIS provider?
Yes. Adonai Care Services is a registered NDIS provider. That means we meet the NDIS Practice Standards and are subject to audit and oversight by the NDIS Quality and Safeguards Commission.
If you would like a copy of our registration details or most recent audit outcome, contact us and we will send them through.
How do I get started with you?
Call us, or send an enquiry through this website. We will ask a few questions about your goals and current support, then arrange a time to meet. There is no cost and no obligation until you sign a service agreement.
How much does it cost?
Our services are billed according to the NDIS Pricing Arrangements and Price Limits. Before support begins we provide a written service agreement that sets out the supports, hours and rates. Ask us for a copy of our current price list.
Can I choose my own support workers?
You can tell us your preferences — gender, language, cultural background, interests, experience — and we will match as closely as we can. If a particular worker is not the right fit, tell us and we will change it.
Do you provide services outside normal business hours?
Yes. Many of our participants receive support in the evenings, on weekends and overnight. Support hours are arranged around your needs and your plan. Our office is staffed Monday to Friday, 9:00am – 5:00pm on 1300 522 119.
What if I need to cancel a support session?
We ask for reasonable notice so we can reallocate the worker and avoid charging you for a cancelled session. Our service agreement sets out the notice periods, which follow the NDIS rules on short-notice cancellations.
Can you help me understand my plan?
Yes — we will go through your plan with you, explain what each category covers, and tell you frankly what we can and cannot fund. If you have a support coordinator, we will work with them directly.
Do you support people with high or complex needs?
Often, yes. Our team includes workers experienced in complex support, including medication routines, manual handling and behaviour support. Get in touch and we will be honest about whether we have the right skills and capacity.
What is the difference between SIL and SDA?
Supported Independent Living (SIL) funds the support you receive in your home. Specialist Disability Accommodation (SDA) funds the building itself, and is a much smaller, separately assessed category. Many participants receive SIL without SDA. We provide SIL support; if you are exploring SDA, we can point you towards the right information.
Can I have family involved in my support?
Absolutely. Families, guardians and advocates are welcome in planning and reviews, with your consent. If you would prefer to manage your own supports without family involvement, that is your call and we will respect it.
How do I make a complaint?
Talk to your support worker, your coordinator, or call our office and ask to speak with a manager. We will acknowledge the complaint, investigate, and tell you the outcome. You may also contact the NDIS Quality and Safeguards Commission independently.
Still have a question?
Our team is happy to talk it through – no obligation, and no jargon.