FAQ’s

Below is a series of frequently asked questions that may help you with information you need when making your choice of NDIS service provider.

If you have a question that isn’t answered here, please don’t hesitate to contact us.

How do I make a booking?

Select ‘make a booking‘ at the bottom of the page and complete the form.  One of our staff will follow up with you ASAP.

Alternatively you can call the office on 9558 6800 and speak to one of our schedulers directly.

Can I choose who supports me?

NDIS clients may express their preference for specific staff to provide them with service/s. Connect will endeavour to meet NDIS client requests for a particular disability support worker, or driver, with specific skills (or of a particular gender) where possible.

How much does it cost to use Connect's services?

The cost of the service will vary depending on the type of service, activity undertaken and the location.  We will provide you with a quote once we have all the relevant details pertaining to the booking request.

Refer to the NDIS Pricing arrangements and price limits for pricing guidelines

Confidentiality

Connect is bound to privacy legislation, and we conform to those requirements. All information regarding passengers is kept secure in our office. Old paper-based information and records are regularly disposed of correctly, and computer-based information is password protected.

Your private information will never be disclosed to anyone without your permission. You have a right to be informed of any of your personal information.

How do you use my information?

Information collected is used, inter alia, as an aid to support provision; to make sure we are transporting the right person; in the event of an emergency; for Government reporting purposes; for insurance reasons and more generally to provide safe and high quality services to our clients.

We will not give your information to any other party without consent unless required by law, there is a need to prevent a serious threat to the health or safety of you or another person, or if there is a need to report a serious crime.

You have the right to withhold some, or all personal information without prejudice.

If for any reason a suspected or actual breach of privacy occurs, you will be informed immediately and about what has or may have happened, and what Connect is doing or will do to address the situation.

I have a carer. Do you need their details?

Yes, whether your carer is a relative, neighbour, friend or hired Disability Support Worker, we need to know if you have someone with you so we can contact them if necessary, and so that our scheduling team can ensure space is allocated in the vehicle

We like to ensure our services meet your expectations, as well as theirs.

What are my rights and responsibilities?

Your rights and responsibilities are covered in our client handbook.

What is an advocate?

An advocate is a person who, with your authority, represents your interests. You can use an independent advocate of your choice to negotiate on your behalf. This may be a family member, friend or an advocacy service.

If you don’t know anyone appropriate, the office can help find an advocacy service for you. A Connect staff member can also act on your behalf if you wish. It’s important for us to know that someone has the right to speak on your behalf.

If you wish to use a person or a member of staff as an advocate or would like to change your nominated advocate, then you need to inform us, preferably in writing.

How do I lodge a complaint?

Any complaint made by an NDIS client will treated in accordance with the requirements of the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018.
Read on for further policy information relating specifically to NDIS clients.

Using the Ombudsman

The NSW Ombudsman’s Office has an excellent online guide about making a complaint, and also an online complaint form. Visit their website.

You can also phone them weekdays, 9am to 5pm, on 9286 1000