FAQ
Frequently Asked Questions
Answers to common questions about our workers, complaints, quality, pricing, choice and transitions.
Are your workers screened and trained?
Yes. Every worker holds a current NDIS Worker Screening Check and completes structured onboarding, training and competency assessment before supporting you — including specific competency checks for medication and mealtime supports. We employ our workforce directly rather than using contractors, which gives you consistent workers with clear supervision and accountability.
How do I make a complaint — and can I stay anonymous?
Speak with any staff member or manager, use our Feedback Form, or raise concerns anonymously or through an advocate. We acknowledge complaints promptly, resolve them fairly, and never disadvantage anyone for speaking up. You can also contact the NDIS Quality and Safeguards Commission directly on 1800 035 544, free, at any time.
Can I take risks in pursuit of my goals?
Yes. Your right to take reasonable risks — called dignity of risk — is respected at Higher Care Services. Risk assessments are done with you, not to you. Our workers support your own decision-making rather than substituting their judgement, so you stay in control of your choices, your goals and your life.
How is quality measured at Higher Care Services?
Quality is measured, not assumed. We track participant satisfaction surveys, feedback and complaints data, incident analysis, internal audits, and staff supervision and training records, alongside independent certification audits against the NDIS Practice Standards. Management reviews these results routinely, and they directly inform our continuous improvement planning under our SPACE service model.
Will you respect my culture, language and communication needs?
Yes. Culturally responsive support is central to our model. We provide information in plain language, communicate in the modes you understand best, and arrange interpreters (TIS National: 131 450) and assistive communication as you need. Your culture, values, beliefs, identity and relationships are respected in every interaction, without exception.
How are your prices set?
We charge in accordance with the NDIS Pricing Arrangements and Price Limits, as updated by the current NDIS Pricing Schedule, and never above the applicable limits. Your service agreement sets out agreed prices before supports begin, and no pricing change is made to your agreement without discussion with you and your consent.
Who directs my supports?
You do. Supports are person-centred and built around your goals, preferences and daily life. You direct your support, your choice and control are enabled, and supported decision-making is our default. Supports are reviewed with you regularly and delivered by workers who know you and whom you are happy to work with.
What happens if I move to or from another provider?
We support smooth transitions. If you join us from another provider, or later choose to move on, we help coordinate the handover, share information only with your consent, and connect you with advocates, community and mainstream services as needed. Fair, transparent access — with no unfair exclusion — is part of our Access promise.