NDIS services

Frequently asked questions (FAQs)


NDIS services at Home overview

HomeMade has provided general information regarding key questions below, but we advise that you contact the Department of Health, Disability and Aging for any specific questions.

Our services are primarily funded under two main components of your NDIS plan:

  • Core Supports (Assistance with Daily Life): Covers hands-on personal care (self-care activities), domestic cleaning, laundry, meal preparation, and being driven or accompanied by a support worker into the community.

  • Capacity Building (Development of Daily Living and Life Skills): Covers targeted one-on-one mentoring, such as financial literacy training, independent cooking safety, and public transport travel training.

Yes. My Help Services is fully registered with the NDIS Quality and Safeguards Commission. This means our staff, training methodologies, safety protocols, and operational workflows strictly comply with government compliance frameworks, giving you the highest standard of consumer protection.

We strictly adhere to the price caps outlined in the official NDIS Pricing Arrangements and Price Limits (often referred to as the NDIS Price Guide). We never charge above the maximum government-set hourly limit for standard weekday, evening, weekend, or public holiday shifts, ensuring your plan funding is protected.

Yes! Because we are a fully registered NDIS provider, we can accept participants whose plans are Agency-Managed (NDIA-Managed), Plan-Managed, or Self-Managed. We coordinate directly with the NDIA portal or your designated Plan Manager to process monthly invoices seamlessly.

  • Domestic Assistance (Core Support): A task-oriented service where our support workers do the chores for you (e.g., cleaning, washing your clothes, or preparing your dinner) to maintain a safe home environment.

  • Life Skills Development (Capacity Building): An educational, mentoring approach where our worker guides with you, teaching you the skills required to perform those exact tasks independently over time.

Transport can be managed in a few distinct ways depending on your plan setup:

  • If our support worker uses their own private vehicle to drive you to community appointments or errands, a per-kilometer travel rate is billed directly to your plan’s Core budget.

  • If you receive a direct Transport Allowance (paid fortnightly into your bank account by the NDIA), you can use those funds to pay for independent taxis, rideshares, or public transit tickets.

The NDIS funds the support worker’s time and transport costs to accompany you. However, personal out-of-pocket expenses—such as your movie ticket, museum entry, coffee, or public transport fare—are your personal responsibility.

💡 Pro-Tip: We highly encourage applying for a Companion Card in Victoria, which allows your My Help Services support worker free entry into most public venues and events.

Absolutely. Choice and control are core pillars of our person-centred philosophy. We build a comprehensive profile of your preferences, goals, and lifestyle routine, matching you with a support worker who aligns with your personality or cultural background. You will have a chance to meet them, and if you ever feel they aren’t the right fit, we provide a no-fuss worker transition.

No. We understand that inviting a provider into your private space requires deep trust. We design consistent schedules around a dedicated support worker or a small, familiar core group of staff if you require multi-shift coverage. You will not have to deal with unexpected or unfamiliar faces turning up at your door.

Your personal safety is non-negotiable. Every individual employed by My Help Services must pass:

  • A formal NDIS Worker Screening Check

  • A comprehensive National Police Check

  • A verified Working with Children Check (if working with minors)

  • Mandatory internal value-based training and safety instruction.

Yes. Daily life, social activities, and community inclusion happen around the clock. We offer comprehensive coverage 24 hours a day, 7 days a week, including Saturdays, Sundays, and public holidays. Please note that shifts scheduled during weekends or public holidays carry higher hourly price caps in alignment with NDIS guidelines.

We operate under a fair and structured cancellation policy that closely follows NDIS guidelines. If you need to cancel or reschedule a shift, we ask that you give us notice as early as possible. Short-notice cancellations may incur a standard fee deducted from your plan allocations to compensate the scheduled support worker for their reserved time.

We feature a strict Guaranteed 24-Hour Response framework. From the moment you submit an online care enquiry or call our team, a dedicated intake coordinator will reach out within 24 hours to review your plan details and begin aligning your custom care package. Service commencement typically occurs within a few days of your initial consultation.

Unlike central agencies that focus entirely on metropolitan downtown centers, My Help Services has deployed local care structures right across the entire state. We proudly serve:

  • Greater Metropolitan Melbourne: CBD, West Suburbs (like Williams Landing), Inner East, and the Northern & Southern fringes.

  • Regional Hubs & Coastlines: Geelong, Surf Coast, and right down through Gippsland (Traralgon, Moe, Sale, Bairnsdale).

  • Northern & Central Victoria: Ballarat, Bendigo, Shepparton, and the Mildura/Sunraysia region.

Transitioning your care is entirely seamless and will not cause any gaps in your daily support. Simply get in touch with our intake specialists. We will handle the heavy administrative lifting on your behalf, coordinating directly with your Plan Manager, Support Coordinator, or the NDIS portal to execute a smooth, stress-free transfer.

Need Further Clarification on Your NDIS Plan?

  • Phone Call Support: 1300 297 731

  • Direct Support Email: info@myhelpservices.com.au

  • Melbourne Head Office: Suite 106, 530 Little Collins Street, Melbourne VIC 3000