What actually happens, from the first call to the first month
Arranging support for the first time can feel like a test you might fail. It is not. Here is exactly what to expect, so nothing catches you off guard.
Step 1 — Tell us what matters
Call, email or send the form. You do not need to know NDIS terminology, your plan categories, or the name of the support you are after. Describing the difficult part of your week is enough.
We will ask a few practical things: which suburb, what days and times, and whether your funding is Plan-Managed, Self-Managed or private. If you do not know, we will help you find out.
You will hear back from us the same business day.
Step 2 — Meet in person
Our Founder & Director, Ritik Lal, comes to you. Not a salesperson, and not someone who has to check everything with an office.
This conversation covers your routine, your preferences, how you like to communicate, what you would rather do yourself, your goals, and — often the most useful part — what has not worked with support before.
Bring whoever you want. Ask whatever you want. It is not a commitment.
Step 3 — We find the right fit
The worker match is made from that conversation rather than from whoever happens to be free. We consider personality and communication style alongside skills, experience and availability.
Before the first shift you will know who is coming, what they are qualified in, and that their NDIS Worker Screening and police check are current. Your support plan goes to them before they arrive.
Step 4 — Support begins
The first visit happens as agreed, and you get a written note afterwards covering what was done and anything that seemed different.
We check in after the first shift and again after the first fortnight — not a survey, an actual phone call asking whether anything should change.
Step 5 — We keep it working
Routines change, plans get reviewed, and sometimes a worker who seemed right is not. All of that is normal.
If the match is not right, tell us and we will change the worker. You do not need to give a reason, it will not be awkward, and there is no charge for the changeover.
What you can hold us to
| When | What we commit to |
|---|---|
| You get in touch | We reply the same business day. |
| Before support starts | Our Founder & Director meets you, in person, to understand your routine and what a good worker match looks like. |
| Before the first shift | You are told who is coming, what they are qualified in and that their screening is current. |
| After every visit | A written note covering what was done and anything that seemed different. |
| If the match is not right | We change the worker. No explanation needed, no charge for the changeover. |
| If something goes wrong | You hear it from us the same day. Never from someone else first. |
| If we cannot cover a shift | You hear immediately. We do not accept work we cannot genuinely staff. |
What it costs
Our rates sit at or below the NDIS price limits, which means there is no gap for you to pay. We will send you the full rate card on request.
Before support begins you will have a written service agreement setting out the supports, the times, the rates and the cancellation terms. Nothing appears on an invoice that has not been agreed with you first.
If something goes wrong
Tell our Founder & Director directly on 0404 210 105 or email info@goldcoastdevotedcare.com.au. We will acknowledge it within one business day and tell you what we are doing about it.
You can also contact the NDIS Quality and Safeguards Commission on 1800 035 544 at any time. You do not need to tell us first, and doing so will never affect your support.