Frequently Asked NDIS Questions    

Do you have out of hours support?

Better In Home Care has an emergency out of hours support service to cover immediate issues where possible. Our Office number is available for 24-hour contact.

What are your fees or charges?

This does depend on which services you will be having and will be discussed with you prior to you starting your service. All the fees and charges will be according to the NDIS price guide March 2020.

What if I am unhappy with my service?

You can raise a concern/make a complaint about any part of your service without fear of consequences. We value your opinion and will work with you to resolve any issues in a manner and via a communication method that best suits you. Refer to our Complaints and compliments tab for more information.

Can I choose my own staff?

Yes, you can choose your staff. We need to ensure that they fulfil our employment criteria (such as a clear criminal history) and roster them in accordance with the Social, Community, Home Care and Disability Services Industry award.

What information do you hold about me?

To provide you with support services, we need to collect, hold, disclose and store your personal information. We will not disclose your information without consent, which you can change at any time.

Do you use other services or agencies?

If you have other services involved in the provision of your support, we are more than happy to work in partnership with them to help you achieve the best possible outcomes. We will be guided by you as to how much, if any, involvement you would like Better In Home Care to have with other providers or stakeholders. You determine what information about you will be shared.

Can I have an Advocate?

Yes, you can. For more information on advocacy services please refer to and they will be able to help you find an advocate that best suits your requirements.

How do I get services?

The easiest thing to do is to call Better In Home Care (BIHC) and talk to someone about how we can help you. One of our Care coordinators will be happy to come and meet with you to give you more information. If you choose to have BIHC as your provider then we will work with you to develop up a support plan that meets your personal wishes and dreams.

Does Better In-Home Care support people who live with Mental Illness?

Yes, BIHC will support anyone currently on NDIS. This may be people living with disability or Mental illness. If we are not able to fulfill part of the required care, we will help guide you to find another provider to share the support if needed.

Does Better In-Home Care take brokerage clients?

Yes, where possible we can assist other agencies with brokerage support.

Does Better In-Home Care take lifetime care clients?

Yes, BIHC does support people who are on lifetime care or i-care due to a workplace accident or misadventure. Please have your insurer contact one of our coordinators to discuss how we can support you during your recovery.