FAQ
Questions people actually ask
Short answers about starting with us, funding, services and what working together looks like.
Getting started
What is the NDIS?
The National Disability Insurance Scheme (NDIS) is Australia’s way of funding disability supports. If you have a permanent and significant disability, you may be eligible for a plan that pays for the supports you need to live the life you want.
You don’t need to understand every acronym before you talk to us. If you’re unsure whether something is covered, send us your plan or plan summary and we’ll walk through the relevant line items with you.
How do I start with Smart Way Disability Care?
Call us, email us, or send an enquiry through the contact form. We’ll ask a few plain questions about what you’re looking for, check whether we can support you, and book a first meeting if it’s a good fit.
There’s no obligation at that stage — the first conversation is about whether we can help, not about signing paperwork.
What happens at the first meeting?
We meet somewhere that works for you — often at home, sometimes at our office or another quiet place. We’ll talk about your goals, how you like support delivered, any preferences about workers, and what your plan currently funds.
You’ll leave with a clear sense of next steps, including whether we can take you on and what paperwork is needed for a service agreement.
What should I bring to a first appointment?
Bring your NDIS plan or plan summary if you have it, any current service agreements you’re happy to share, and notes about what you want support with. A support person, family member or advocate is welcome.
If you don’t have documents ready, come anyway — we can still start the conversation.
Which areas do you support?
We are based in Launceston, Tasmania. Contact us to confirm whether we can support you at your location.
Services
I'm not sure which service I need — can you help?
Yes. Start with the matcher on our home page, or just tell us what you’re finding hard day to day — getting out, keeping the house going, personal care, or finding somewhere to live. We’ll translate that into the support categories that fit.
Can I choose my own support workers?
Yes. Matching matters. Tell us about preferences around gender, language, interests, or experience, and we’ll do our best to match you. If a match isn’t working, say so — we’ll change it without awkwardness.
How do I change or cancel supports?
Talk to us as early as you can. We’ll update your roster, adjust hours where your plan allows, or pause supports if you need a break. Cancellation notice periods are set out in your service agreement.
Plans and funding
Do you work with self-managed, plan-managed and NDIA-managed participants?
Yes — we work with participants across common NDIS management types. How invoicing works depends on whether you are self-managed, plan-managed, or agency-managed.
How do I know if my plan covers a service?
Most of our supports sit under Core Supports (for example daily living, household tasks, and community participation) or specialist accommodation categories. Send us your plan or plan summary and we’ll point to the relevant line items — no obligation to sign up.
Can I change providers if I'm already getting support elsewhere?
Yes. You can usually change providers at any time under the NDIS. We’ll help you understand notice periods in your current agreement and make the handover as smooth as possible.
You don’t need permission from your current provider to talk to us.
Working with us
How do I make a complaint or give feedback?
You can call, email, or use our feedback form. We take complaints seriously and will acknowledge them, look into what happened, and tell you the outcome.
If you’re not satisfied with our response, you can contact the NDIS Quality and Safeguards Commission. Details are in our Complaints and Feedback Policy on the Documents page.
How do you keep people safe?
As an NDIS registered provider we follow the NDIS Practice Standards and Code of Conduct. Support workers complete required screening checks, and we have policies for incidents, complaints, and privacy.
What if I need support outside office hours?
Office enquiries are answered during business hours. Rostered supports can run outside those hours depending on your agreement and the service.
Still have questions?
Call or send an enquiry — we’ll answer plainly, including if we’re not the right fit.