Guide
The front door is yours
When support comes to your home, the worker is the guest. What that means for who comes in, your routine, your house and your keys.
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In-home and community support · Common questions
In-home and community support: your questions, answered
Answers about choosing your workers, cancelling a visit, consistency, living with family, getting out, and what to do if something goes wrong.
Letting a support worker into your home is a bigger decision than choosing a provider. It is deciding who gets a key, who sees your kitchen on a bad morning, and who you can ask to leave. The questions below are the ones people ask us before they say yes. The short answer to most of them is the same: it is your home, and you decide.
Choosing, and changing, who comes
- Can I choose my support workers?
- Yes. You meet them first, and you can ask for a different worker at any time without giving a reason. You will not offend us.
- Can the same worker come each time?
- That is what we aim for, because consistency is most of what makes in-home support work. We will be honest with you about how much consistency we can hold for your particular roster before you commit.
- Do you support people who live with family?
- Yes, and a good deal of our in-home work is in family homes. We will talk with you about how support fits around everyone who lives there, and what the family does and does not want handed over.
Your routine, your rules
- What if I do not want someone in my home on a particular day?
- Tell us and we will cancel or move it. It is your home. We will talk with you about notice periods so your funding is not affected, but the decision is yours.
- Do workers follow my house rules?
- Yes. Where things live, shoes on or off, whether the telly goes on, what they may and may not use. It is your kitchen, not the staff kitchen. How a worker gets in is also your decision, written down and agreed with you.
- Can support workers help me get out, not just help at home?
- Yes. Community participation is part of in-home and community support, whether that is a regular class, a shift at work, or getting to the shops on your own terms.
If something goes wrong
- What if a worker does something I am not happy with?
- Tell us and we will act on it. You can also go directly to the NDIS Quality and Safeguards Commission on 1800 035 544, and you do not have to raise it with us first.
- Can I see what is written about me?
- Yes. Notes are about your support, not opinions about you or your household. You are entitled to see what is recorded, and to ask for it to be corrected.
If your question is not here, ask it anyway. Call 02 9556 9500 or get in touch.
Last reviewed 20 September 2026 by Steven Lowrie, Governance and Case Management Lead. Rules and funding can change. If something here does not match your situation, ask us.
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