Frequently Asked Questions

The National Disability Insurance Scheme (NDIS) is an Australian Government initiative that provides individualised funding to people with permanent and significant disability. To be eligible, you generally need to be under 65 years of age at the time of application, be an Australian citizen or permanent resident (or hold a Protected Special Category visa), and have a permanent disability that significantly impacts your daily life and functional capacity. The NDIA assesses eligibility on a case-by-case basis. You can check your eligibility at ndis.gov.au or contact our team and we can guide you through the process.

Applying for the NDIS involves an Access Request, which you can make by calling the NDIS on 1800 800 110 or visiting a local NDIS office. You will need to provide evidence of your disability — typically from a treating health professional (e.g., GP, specialist, psychologist). Once your access request is accepted, the NDIA will work with you to develop your first NDIS plan. At NexGen Aid, we can support you throughout this process, including help gathering supporting evidence and understanding what types of supports to request. Contact us at any stage of your application.

An NDIS plan is a personalised document that outlines your disability-related goals, the supports you need to achieve them, and the funding allocated to pay for those supports. Your plan is divided into three budget categories: Core Supports (daily living, consumables, transport, STA/respite), Capacity Building Supports (improving skills and independence), and Capital Supports (equipment and home/vehicle modifications). Plans are reviewed annually or more frequently if your circumstances change. Understanding your plan is key to getting the most from your funding — our team can walk you through every line item.

Making a referral is straightforward. You can:

• Complete our online referral form at nexgenaid.com.au/contact
• Call us directly on 0423 226 175
• Email us at admin@nexgenaid.com.au

We accept self-referrals, referrals from family members or carers, support coordinators, plan managers, allied health professionals and GPs. We aim to respond to all referrals within 1–2 business days.

NexGen Aid is based in Campbelltown, NSW and primarily services the Greater Western Sydney and South Western Sydney regions, including but not limited to: Campbelltown, Camden, Wollondilly, Liverpool, Fairfield, Bankstown, Parramatta, Penrith and surrounding areas. We also support participants requiring Short Term Accommodation (STA/Respite) from other parts of NSW and beyond. If you are unsure whether we can support you in your location, please contact us and we will do our best to accommodate your needs or connect you with a suitable provider.

Our goal is to have your supports in place as quickly as possible. After receiving your referral, we typically make initial contact within 1–2 business days. Depending on the type of support and the availability of workers in your area, we aim to commence services within 1–2 weeks of completing intake paperwork and a service agreement. For urgent situations (e.g., crisis respite or transition from hospital), we will work to expedite the process. Please let us know at the time of referral if your situation is time-sensitive.

Yes, in most cases you will need an active NDIS plan and funding to access NexGen Aid's registered services, as we bill directly against your NDIS funding. However, if you are in the process of applying for the NDIS or awaiting your first plan, we can still speak with you, provide pre-engagement support, and ensure we are ready to commence services as soon as your plan is approved. We can also provide guidance on what to include in your plan request to ensure appropriate supports are funded. Contact us to discuss your specific situation.

Short Term Accommodation (STA), commonly referred to as Respite, is funded under your NDIS Core Supports budget (Support Category 01). It provides both participants and their informal carers (such as family members) with a break by arranging temporary accommodation and support for the participant — typically for a few nights up to 14 days at a time. STA can be used for planned rest and recreation for the participant, emergency respite for carers, or to trial new living arrangements. NexGen Aid provides quality STA with tailored activities, personal care, and a safe, welcoming environment. STA is NDIS line item 01_058_0115_1_1.

Support Coordination (NDIS registration group 07) is a Capacity Building support that helps NDIS participants understand and implement their NDIS plan. A Support Coordinator from NexGen Aid will:

• Help you understand the supports and services available to you
• Connect you with NDIS providers, community services and informal supports
• Assist in setting up service agreements and navigating the NDIS portal (myplace)
• Support you to manage your plan, resolve issues, and prepare for plan reviews
• Build your capacity to eventually coordinate your own supports

Support Coordination must be specifically funded in your NDIS plan to access it.

Participant choice and control is a core principle of the NDIS, and NexGen Aid respects this fully. While we cannot always guarantee a specific individual worker (due to availability, location and hours), we work closely with you to match you with a support worker who fits your preferences, including language, gender, cultural background, and shared interests. We encourage you to share your preferences during intake, and we will do our best to ensure a good match. If at any point you wish to change your support worker, simply contact our coordination team and we will arrange a transition.

Your needs may change due to your health, circumstances, or goals — and that is completely normal. NexGen Aid takes a flexible, person-centred approach. You can adjust the frequency or type of supports within your current plan at any time by updating your Service Agreement with us. If your needs have changed significantly and your current funding no longer meets your requirements, you can request an unscheduled plan review with the NDIA. Our Support Coordinators can assist you in gathering evidence and preparing for a plan review to ensure your new plan accurately reflects your support needs.

NDIS funding is allocated in your NDIS plan across the three support categories (Core, Capacity Building, Capital). The NDIS sets the maximum price that registered providers can charge for each support item, defined in the NDIS Pricing Arrangements and Price Limits (formerly the Price Guide). NexGen Aid charges at or below these maximum rates. Funding is held by the NDIA and released to providers after services are delivered and claims are lodged. The management of your funding depends on your plan management type: Agency-managed, Plan-managed, or Self-managed. We work with all three types — see the next FAQ for details.

Yes, absolutely. NexGen Aid works with participants regardless of how their plan is managed:

• Agency-managed: We claim directly from the NDIS portal (myplace) after services are delivered. No action required from you.
• Plan-managed: We send invoices to your plan manager, who pays us on your behalf. We need your plan manager's details during intake.
• Self-managed: We invoice you directly and you pay us, then claim reimbursement from the NDIS. We can help you understand this process.

All management types are equally welcome, and we tailor our billing process to suit your situation.

If your funding is running low, we will notify you as soon as we are aware, so you can plan accordingly. Here are your options:

• Reduce hours or frequency of supports to extend the remaining budget
• Request an unscheduled plan review from the NDIA if there has been a significant change in your circumstances or support needs
• Discuss informal support options with our team while awaiting resolution

It's important to monitor your funding regularly via the myplace portal or through your plan manager. Our Support Coordinators can help you track spending and plan ahead so you are never left without critical supports.