Frequently Asked Questions

Yes, we are an NDIS registered provider approved by the NDIS Quality and Safeguards Commission. This means our organisation, policies and staff are assessed against NDIS Practice Standards and we follow the NDIS Code of Conduct in our day-to-day work. Our registration covers multiple NDIS registration groups, including personal care, high intensity daily supports, community nursing and a wide range of community and capacity-building services. Being registered also means we can support NDIA-managed, plan-managed and self-managed participants.

To start supports, you or your representative can contact us by calling our Director on 0421 274 277, the office on 0430 534 112, after hours on 0422 327 447, or by emailing [email protected]

We take time to understand your needs, routines, preferences and personality so we can match you with support workers or nurses who are a good fit. When we are choosing workers, we consider their skills, experience, training, language, cultural background and availability as well as what you tell us you are comfortable with. While a perfect match cannot always be guaranteed, our aim is to provide support workers you can trust, feel safe with and build a long-term working relationship with.

Yes, we support participants with higher and more complex daily needs through our High intensity personal daily activity supports and Community Nursing Care, alongside Assist-Personal Activities. For example, we can assist participants who require more complex personal care procedures, advanced continence care, enteral feeding support or health monitoring when this is part of their NDIS plan and our staff have the required training and competencies. Our focus is always on safe, well-planned care that protects your dignity, follows clinical guidance and works in partnership with your other health professionals.

Yes, community participation is a major focus of what we do. Through Innovative Community Participation, Participate Community and Group / Centre Activities, we help you get out into real community settings such as parks, cafes, classes, events, clubs and groups that match your interests and goals. We support you with planning, transport, confidence-building and social skills so that over time you feel more included, more independent and less isolated.

We follow current NDIS pricing arrangements and limits for all supports we provide, so you are not charged more than the approved NDIS rates for services in your plan. The exact charges for each support type, the way we invoice and the timing of payments are explained clearly in your service agreement and tailored to whether you are self-managed, plan-managed or NDIA-managed. We avoid putting detailed pricing tables on the website because NDIS prices change over time, but we are always happy to discuss costs with you before you decide to start services.

You can contact us in the way that feels easiest for you. Many participants and families prefer to call our Director directly on 0421 274 277 to have a personal conversation, while others contact our office on 0430 534 112 during business hours or use our after-hours number 0422 327 447 for urgent enquiries outside office times. You can also email [email protected]

After you get in touch, we listen to your story and ask some practical questions about your NDIS plan, your current supports and what is working well or not so well. If we are a good fit, we move on to discussing services, days and times that will suit you, and we start developing a service agreement and support plan together. Once you are comfortable with what we have proposed and any questions are answered, we confirm your start date, introduce your support worker or nurse and keep in regular contact as your supports begin so you can let us know how everything is going.

We can work with all three NDIS funding types, which means we support self-managed, plan-managed and NDIA-managed participants. If you are self-managed, we will agree on how invoices are sent to you or your nominee, and we encourage open communication so you always understand what is being billed. If you are plan-managed, we invoice your plan manager directly, and if you are NDIA-managed we claim through the NDIS portal as per your approved plan, always within NDIS price limits and rules.

Our Assist-Personal Activities service covers everyday personal care such as showering, bathing, dressing, grooming, toileting, menstrual care, continence support, getting in and out of bed, moving safely around your home and support with eating, drinking and meals. We do this in a way that respects your privacy, culture, preferences and routines so that you feel in control of how you are supported. Where your needs are more complex or high-risk, these personal care supports are coordinated with our High intensity personal daily activity supports and Community Nursing Care to ensure your health and safety are managed properly.

High intensity personal daily activity supports are for participants whose day-to-day personal care involves more complex or higher-risk tasks than standard personal care. Depending on your NDIS plan and our staff competencies, this can include complex personal care procedures, advanced continence care, assistance with enteral feeding or other high intensity supports that require extra training, monitoring and documentation. These supports are delivered by workers who have additional competencies and supervision, often with input from our nursing staff, so that your daily care is safe, well planned and aligned with clinical advice.

Our Community Nursing Care service provides qualified nursing supports in your home or community, and is designed for participants whose health needs require nursing rather than only support worker assistance. This can include wound care, medication administration, continence assessments, catheter care, PEG or other enteral feeding care, health monitoring and health education, depending on what your NDIS plan funds and what our nurses are trained to provide. We work collaboratively with your GP, specialists, allied health professionals and family to manage ongoing conditions, aiming to reduce avoidable hospital visits and keep your care as coordinated and consistent as possible.

Yes, through our Assist Access / Maintain Employment service we support you to prepare for, find and keep work that suits your abilities and interests. This might involve practical help with writing a resume, preparing for interviews, practising communication and time-management skills, understanding workplace expectations or building confidence in a new role. We can also provide on-the-job support and job coaching where this is funded in your plan, as well as helping you access training, education or volunteering as stepping stones toward paid employment.

Our Accommodation / Tenancy service helps you find and maintain housing that is safe, suitable and aligned with your NDIS goals. We can support you to understand your tenancy rights and responsibilities, apply for rentals or social housing, communicate with real estate agents or housing providers and deal with challenges that might put your tenancy at risk. We also assist with tenancy-related paperwork, budgeting for rent and setting up essential services such as utilities, always with the aim of helping you feel secure and stable in your home.

Although we do not run a permanent day program centre, we provide Group / Centre Activities by organising small-group and one-on-one outings and programs in real community settings. This might involve visiting parks, cafes, community events, sports activities, cultural activities, classes, recreation programs or other places that match your interests and abilities. Group sizes are kept manageable so you receive individual attention, practise social skills, make friends and build confidence in everyday environments rather than in large institutional-style programs.

We support children and young people who are NDIS participants within the 0–65 age range by tailoring our services to their developmental stage and family situation. For younger participants, this can mean a stronger focus on Development-Life Skills, Assist-Life Stage, Transition, personal care support, community participation and routines that work around school, therapy and family life. We work closely with parents, guardians and support coordinators to ensure that supports are safe, age-appropriate and aligned with your child’s goals at home, school and in the community.

We welcome participants from all cultural, language and religious backgrounds and understand that feeling understood and respected is essential to good support. Wherever possible, we try to match you with support workers who share your language and cultural background or who have experience working respectfully with people from your community. While we cannot always guarantee a perfect match, we are committed to clear communication, and we can access interpreting assistance where reasonably possible so that you and your family feel heard, comfortable and included in decisions about your supports.

Infinite Ability Home Care is led by Director – Mariam Shek, who is committed to ensuring NDIS participants and their families receive respectful, reliable and high-quality support. Under her leadership, our experienced team of support workers and nurses focuses on practical daily living support, community access, nursing care and high intensity daily supports that are safe, person-centred and aligned with NDIS standards. While we do not list all individual team members on our website, you can be confident that your supports are backed by a strong governance and leadership framework that keeps your wellbeing at the centre of everything we do.

We employ support workers and nurses who are appropriately qualified, trained and experienced for the services they provide, and we follow strict screening processes before anyone starts work with participants. This includes relevant checks such as NDIS Worker Screening, police checks and Working with Children Checks where required, as well as verifying qualifications and providing ongoing training and supervision. Our staff are expected to follow the NDIS Code of Conduct, our internal policies and procedures, and the values of respect, reliability, responsibility and integrity in every interaction.

We review supports regularly with you, and at key points such as before and after your NDIS plan review, when your circumstances change or when you tell us something is not working as well as it could. During a review we talk through what is going well, what could be improved and whether your current services still match your goals and funding. These reviews help us plan ahead and make adjustments early, rather than waiting until problems build up.

Our office hours are Monday to Friday from 9:00 am to 5:00 pm, and we are closed on Saturdays and Sundays. During office hours you can contact our office on 0430 534 112 or email [email protected]

Yes, through our Assist-Travel / Transport service we help you get to appointments, work, education, social activities and everyday places such as shops and services. This can involve a support worker driving you, travelling with you on public transport or helping you build the skills and confidence to travel more independently where that is a goal in your plan. Our focus is on safe, reliable transport that reduces isolation and supports your independence in the community.

We encourage you to share feedback, whether positive or negative, because it helps us improve the quality and safety of our NDIS supports. If you have a concern, you can talk directly with your support worker, contact our office, or raise the issue with a manager so it can be listened to and addressed. We take all complaints seriously, aim to resolve them fairly and promptly, and we will explain your options, including your right to contact external bodies such as the NDIS Quality and Safeguards Commission if you are not satisfied with how a concern has been handled.

Yes, we can support you with Household Tasks and Gardening as separate but complementary services so that both the inside and outside of your home are safe and well maintained. Household Tasks can include things like cleaning, laundry, dishes, changing bed linen and basic organising, while Gardening covers mowing, edging, weeding, pruning, green waste removal and general outdoor tidy-up when these tasks are difficult because of your disability. Where appropriate, we encourage you to participate in tasks to build skills and independence, while still providing hands-on help where you need it.

Yes, we actively work with your family, carers, guardian and support coordinator where you want them involved, and always in line with your consent and privacy preferences. They often know your history, preferences and goals very well, so collaborating with them can help us design a support plan that feels realistic and supportive. We keep communication clear and respectful so everyone understands their roles and the agreed supports, while always recognising that you, as the participant, are at the centre of all decisions.