FAQ

Personalised Support Systems: Frequently Asked Questions

Your Complete Guide to NDIS Disability Support Services in Melbourne

Locations: Nunawading (Melbourne East) & Sunbury (Melbourne North West)

Website: personalisedss.com.au

Getting Started with NDIS Support

Personalised Support Systems welcomes NDIS participants of all ages, abilities, and backgrounds at our Melbourne disability support hubs in Nunawading and Sunbury. To access NDIS-funded services, participants must meet the National Disability Insurance Scheme eligibility criteria: be under 65 years of age when first accessing the scheme, be an Australian citizen, permanent resident, or hold a Protected Special Category Visa, and have a permanent and significant disability that affects everyday activities. Most families access Personalised Support Systems services through their NDIS plan funding. If you are unsure about NDIS eligibility, contact the NDIS directly on 1800 800 110 or visit ndis.gov.au/applying-access-ndis.
No referral is required to access NDIS disability support services at Personalised Support Systems in Melbourne. Unlike some healthcare services that require GP referrals, NDIS disability support providers operate on a direct engagement model. Families can contact Personalised Support Systems directly by phone or email to begin the onboarding process. This direct access approach aligns with the NDIS principle of choice and control, allowing participants to select providers that best meet their needs without administrative barriers.
Getting started with Personalised Support Systems, an NDIS provider serving Melbourne's east (Nunawading) and north west (Sunbury), is straightforward. Contact Personalised Support Systems via phone or email, and a team member will begin your onboarding process. This includes explaining required documentation, answering initial questions, and scheduling a meet and greet. During the meet and greet, Personalised Support Systems learns about the participant's goals, interests, personality, and support needs to match appropriate support workers and design services tailored to individual circumstances rather than using a one-size-fits-all approach.
Yes, Personalised Support Systems encourages families to visit our NDIS disability hubs in Nunawading (Melbourne East) or Sunbury (Melbourne North West) before making any commitment. Contact Personalised Support Systems to arrange a tour of our purpose-built facilities, which include music rooms, creative studios, sensory spaces, commercial kitchens, gyms, and hangout areas. Visiting in person helps families determine whether the environment is the right fit for the participant.
Personalised Support Systems can typically onboard new NDIS participants within one week if documentation is provided promptly. The setup process includes completing initial paperwork, conducting the meet and greet, matching appropriate support workers, and commencing services. We work efficiently to accommodate families who need urgent disability support while ensuring proper time is taken to match the right support team to each participant.
To begin NDIS disability support services with Personalised Support Systems, families need to provide: the participant's NDIS plan (or confirmation of plan details), basic personal details, NDIS number, and key contact information for family members and care team members. Additional information regarding the participant's lifestyle, diagnosis, and specific support requirements will be discussed during the meet and greet with your assigned Personalised Support Systems team leader.
Personalised Support Systems typically does not have a waitlist for NDIS disability support services in Melbourne. Occasionally, there may be a brief wait while Personalised Support Systems matches the right support worker to each participant. Rather than assigning any available staff member, Personalised Support Systems invests time finding workers whose personality, experience, and interests align with the participant. This careful matching process results in better outcomes and stronger relationships between NDIS participants and their support workers.

NDIS Funding and Plans

Personalised Support Systems' NDIS disability support services are primarily funded through Core Supports, the most flexible NDIS funding category covering assistance with daily life tasks, social and community participation, and consumables. Allied health services including Exercise Physiology are typically funded through Capacity Building Supports under 'Improved Daily Living' or 'Improved Health and Wellbeing' categories. In some circumstances, allied health can also be billed under Core Supports. Personalised Support Systems helps participants understand which funding categories apply to their situation. *Source: NDIS Support Budgets*
Yes, Personalised Support Systems helps NDIS participants and families understand their plans during the initial meet and greet. Personalised Support Systems team leaders explain funding categories, budget flexibility, which services can be funded under which categories, and how NDIS billing works. Understanding your NDIS plan is essential for making informed decisions about disability support services, and Personalised Support Systems takes a patient approach to explaining the details.
Personalised Support Systems currently works with plan-managed and self-managed NDIS participants in Melbourne. Personalised Support Systems is completing NDIS registration with the NDIS Quality and Safeguards Commission, after which services will extend to NDIA-managed (agency-managed) participants. Plan-managed participants have a plan manager handling invoicing and payments, while self-managed participants manage funding directly. Both options allow participants to access registered and non-registered NDIS providers. NDIA-managed participants require registered providers only. *Source: NDIS Plan Management Options*
If NDIS plan funding is insufficient, Personalised Support Systems helps families budget strategically to prioritise high-impact disability supports. Personalised Support Systems assists families in stretching their funding by being strategic about which services to access. Some families choose to pay out of pocket for additional services. If circumstances have changed or the plan doesn't reflect actual needs, participants may be eligible for a plan reassessment. Personalised Support Systems provides supporting reports from allied health professionals and team leaders documenting progress and support needs for NDIS plan reviews. *Source: NDIS Plan Reassessment*
Yes, Personalised Support Systems assists with NDIS plan reviews by providing detailed supporting documentation. Personalised Support Systems allied health professionals write reports about participant progress, current functional capacity, and ongoing support needs. Assigned team leaders provide reports documenting supports received and goal alignment. These reports serve as valuable evidence during NDIS plan reviews to demonstrate why funding should continue or increase.
Personalised Support Systems bills NDIS participants fortnightly for disability support services provided. Invoices are sent directly to the nominated billing contact, typically the plan manager for plan-managed participants. Payment terms are seven days. For plan-managed participants, the plan manager handles invoices directly. Self-managed participants receive invoices and claim reimbursement through the NDIS portal. Personalised Support Systems does not require upfront payment for regular NDIS support services.

1:1 Disability Support Services

Personalised Support Systems uses a thorough, personalised matching process for NDIS support workers in Melbourne. During the meet and greet, PSS team leaders document the participant's personality, behaviour, primary diagnosis, interests, and goals. When selecting support workers, PSS considers age, demographic, experience, cultural fit, specific training, and personality compatibility. Staff profiles are sent to families so participants can view potential support workers, read their backgrounds and bios, and actively participate in selecting who they work with.
Yes, NDIS participants at Personalised Support Systems have an active role in selecting their support worker. After the meet and greet, PSS presents multiple support worker options to families and participants. The goal is finding someone who genuinely connects with the participant rather than simply assigning whoever is available. If participants have worked with a specific support worker elsewhere who also works with PSS, this can be discussed during onboarding.
If an NDIS support worker is not the right fit, Personalised Support Systems will swap them for another team member from the options presented during the meet and greet. This occurs occasionally, and PSS prioritises getting the match right over forcing a relationship that isn't working. There is no penalty or awkwardness involved. Families should communicate concerns promptly so PSS can arrange a change, as the right support worker relationship is fundamental to quality disability support.
Personalised Support Systems prioritises consistency in NDIS support worker assignments rather than using rotating rosters common at larger providers. PSS typically builds a small care team around each participant to ensure continuity even when someone is sick or on leave. For example, a participant requiring two weekly shifts might have three support workers assigned: two for regular shifts and one backup, or all three on rotation. Scheduling decisions are made with families based on what works best for each participant.
NDIS personal care support at Personalised Support Systems includes assistance with toileting, showering and bathing, meal preparation and eating, getting dressed, general home cleaning and tidying, personal device management, and medication assistance (with specific protocols during NDIS registration completion). The exact scope of personal care depends on what is included in the participant's NDIS plan and what support is needed to live as independently as possible.
Yes, community access is a significant part of NDIS disability support services at Personalised Support Systems in Melbourne. Most PSS support workers take participants into the community for events, activities, hobbies, and local engagement. Community participation is funded under NDIS Core Supports (Assistance with Social and Community Participation) and helps participants build social connections, develop independence skills, and enjoy fuller lives. PSS actively encourages participants to live lives no different from anyone else.
Yes, Personalised Support Systems offers NDIS overnight support, sleepovers, and short, medium, and long-term accommodation support in Melbourne. Overnight disability support is valuable for families needing respite or participants requiring assistance throughout the night. This support is typically funded under NDIS Core Supports. Specific arrangements depend on individual circumstances and NDIS plan inclusions, which can be discussed during the meet and greet.
NDIS support scheduling at Personalised Support Systems can be flexible to accommodate changing needs. However, frequent weekly changes make it difficult to maintain support worker consistency. If times change often, workers may need to adjust availability, potentially leading to staff variations that affect support quality. PSS encourages establishing regular schedules that work for everyone while understanding occasional adjustments are sometimes necessary.
Personalised Support Systems' NDIS cancellation policy requires more than three clear business days' notice to avoid charges. Cancellations with sufficient notice incur no charge. Cancellations within three clear business days are charged as normal. This policy aligns with the NDIS Pricing Arrangements and Price Limits, which allow providers to charge for short-notice cancellations when specified in service agreements. For disability support worker services, the standard short-notice period is 7 clear business days, though some services have 2 clear business day periods. Refer to your service agreement and the current NDIS Price Guide for specific details. *Source: NDIS Pricing Arrangements and Price Limits 2024-25*
All Personalised Support Systems NDIS support workers in Melbourne hold current First Aid and CPR certificates (updated regularly), completed NDIS Worker Screening Checks (mandatory for risk-assessed roles in Victoria since February 2021), and finished NDIS Quality and Safeguards Commission worker orientation modules. Depending on participant needs, workers complete additional training including Certificate III or IV in Disability Support or Youth Work, manual handling, medication administration, seizure management, or PEG feeding. PSS matches support workers whose qualifications align with each participant's needs. *Sources: NDIS Worker Screening Check Victoria | NDIS Practice Standards Worker Screening Rules 2018*

NDIS Group Programs

Personalised Support Systems offers over 25 NDIS group programs weekly across Melbourne hubs in Nunawading and Sunbury, including: - Music: Jam sessions, lessons, songwriting - Art & Creative: Painting, sculpture, crafts, pottery - Drama & Performance - Cooking: Classes in commercial kitchens - Group Fitness - Educational Programs - Life Skills Development - TinkerTech - Lego Club - Social Programs Personalised Support Systems group programs are designed to be genuinely enjoyable while building skills, confidence, and social connections for NDIS participants.
No experience is required to join NDIS group programs at Personalised Support Systems in Melbourne. All programs cater to various ability levels, from complete beginners to those with existing skills. Personalised Support Systems facilitators meet participants where they are and adapt activities accordingly. Whether participants have never picked up a paintbrush or instrument, or have years of experience, programs are designed to be accessible and enjoyable for everyone.
NDIS group programs at Personalised Support Systems typically have 3 to 8 participants per class. Personalised Support Systems deliberately keeps groups small so everyone receives adequate attention, genuine connections can form, and no one gets lost in the crowd. Small groups allow facilitators to adapt activities to individual needs and ensure each NDIS participant is seen, known, and valued.
NDIS group programs at Personalised Support Systems run Monday to Friday, typically between 9am and 7pm, at both Melbourne hub locations. Some social programs, particularly evening activities, may run until 11pm. Specific schedules vary by hub and program type. Contact Personalised Support Systems for the current timetable at your preferred Nunawading or Sunbury location.
Yes, NDIS participants can trial group programs at Personalised Support Systems before committing. Trials and walk-throughs are coordinated with your team leader, allowing participants to experience the environment, meet facilitators, and assess whether the program feels right. There is no pressure to commit. Personalised Support Systems wants participants to choose programs they genuinely enjoy.
Yes, NDIS participants at Personalised Support Systems can switch group programs if one isn't enjoyable. Personalised Support Systems does not lock anyone into programs. Billing works on a fortnightly cycle, providing flexibility to try different activities and find what works best. The goal is for participants to actually want to attend because they enjoy the activity.
NDIS group programs at both Personalised Support Systems hubs in Melbourne are very similar and follow consistent structures. The Nunawading hub (Melbourne East) and Sunbury hub (Melbourne North West) offer the same core program types with identical quality standards. Specific schedules may vary slightly between locations, but energy, standards, and commitment are consistent across both Personalised Support Systems sites.
NDIS group programs at Personalised Support Systems are run by a mix of specialists and support workers. Larger groups typically have multiple facilitators. Many programs are led by specialists in their field: musicians for music programs, artists for creative programs, Exercise Physiologists for fitness sessions. Personalised Support Systems also has support workers with particular passions and skills who facilitate programs. All facilitators are selected for genuine expertise and enthusiasm.
Personalised Support Systems typically rosters NDIS group programs at 1:2 ratio (one staff per two participants) or 1:1 ratio (one staff per participant), depending on program type and participant needs. This ensures all NDIS participants receive appropriate attention and support during group activities.

Allied Health and Exercise Physiology

NDIS Exercise Physiology at Personalised Support Systems sits at the intersection of physiotherapy and personal training. Personalised Support Systems Exercise Physiologists (EPs) are university-qualified allied health professionals who specialise in using exercise as medicine. EPs complete initial assessments to understand each participant's needs, functional capacity, and goals, then work ongoing in Personalised Support Systems gym spaces focusing on biomechanical movement, strength, balance, flexibility, and other physical components participants wish to improve. The Personalised Support Systems Exercise Physiology team collaborates with participants' broader care teams, including occupational therapists, for coordinated approaches. *Source: Exercise & Sports Science Australia (ESSA)*
NDIS Exercise Physiology at Personalised Support Systems is suitable for everyone regardless of ability level or disability type. In the NDIS context, participants with Capacity Building funding (particularly 'Improved Health and Wellbeing' or 'Improved Daily Living') can access Exercise Physiology services. Personalised Support Systems Exercise Physiologists are experienced working with participants across a wide range of disabilities and adapt programs to suit individual abilities and goals.
Yes, Personalised Support Systems Exercise Physiologists create individual exercise plans for each NDIS participant after initial assessment. Plans are tailored to specific goals, abilities, and needs. The EP and participant work through the plan week by week, tracking progress, adjusting exercises as needed, and building toward measurable outcomes. This individualised approach ensures NDIS-funded Exercise Physiology remains relevant and effective.
NDIS Exercise Physiology sessions at Personalised Support Systems are typically conducted at Personalised Support Systems hub facilities in Nunawading or Sunbury, which have purpose-built gyms with appropriate equipment. However, Personalised Support Systems can also deliver Exercise Physiology in community settings: local parks, participants' homes, or community pool centres for water-based therapy. Location depends on what is most appropriate for participant goals and NDIS plan inclusions.
NDIS Exercise Physiology at Personalised Support Systems differs from regular personal training in several important ways. Exercise Physiologists complete at least four years of tertiary education and are accredited allied health professionals. Programs are specifically tailored to participant goals with greater scientific foundation behind exercise selection, program design, and progression. Unlike most personal trainers, Exercise Physiologists write detailed reports, work toward specific functional goals, liaise with other health professionals, and their services can be claimed through NDIS Capacity Building funding. The focus is clinical and goal-oriented rather than purely fitness-based. *Source: NDIS Improved Health and Wellbeing*

Hub Locations and Facilities

The Personalised Support Systems Nunawading hub serves NDIS participants across Melbourne's east and beyond. Distance travelled is ultimately up to participants and families. The Nunawading hub has excellent public transport access, located directly opposite Nunawading train station with many bus routes nearby, helping participants build independent living skills. Suburbs commonly served include Box Hill, Ringwood, Doncaster, Blackburn, Glen Waverley, and surrounding areas in Melbourne's East.
The Personalised Support Systems Sunbury hub serves NDIS participants across Melbourne's north west and beyond. Distance travelled is the participant's choice. The Sunbury hub has good public transport access within walking distance of Sunbury train station, with multiple bus routes in the area. Common service areas include Sunbury, Melton, Diggers Rest, Gisborne, and the Macedon Ranges in Melbourne's North West.
Both Personalised Support Systems NDIS hubs in Melbourne (Nunawading and Sunbury) contain purpose-built facilities including: - Classrooms for education and life skills programs - Music room equipped for lessons and jam sessions - Sensory spaces for meditation and calm - Hangout lounge areas - Commercial kitchens for cooking programs - Arcade zones - Gym for fitness programs and Exercise Physiology - Creative studios for art and crafts - Therapy rooms for allied health services The Sunbury hub was newly renovated in 2023 as a state-of-the-art facility. Both spaces are designed to feel welcoming and engaging rather than clinical.
Yes, parking is available at both Personalised Support Systems NDIS hubs in Melbourne. The Nunawading hub has parking on Springvale Road in front of the facility, parking at the back on Market Street, and parking within the block complex for convenient access. The Sunbury hub has dedicated parking available for families and NDIS participants.
Yes, Personalised Support Systems can provide transport to and from NDIS programs upon request in Melbourne. Personalised Support Systems facilitators pick up and drop off participants at the beginning and end of classes. Transport can be funded through NDIS Core Supports budget under the Transport category. Arrangements can be discussed during the meet and greet. Providing transport ensures NDIS participants can access programs even if they cannot travel independently or family members are unavailable.
Yes, both Personalised Support Systems NDIS hubs in Melbourne are fully accessible for wheelchairs and mobility aids. Personalised Support Systems specifically designed venues for easy access with appropriate ramps, wide doorways, and accessible layouts. Both Nunawading and Sunbury facilities have fully wheelchair-accessible bathrooms. Accessibility was a priority in the design and fit-out of both NDIS disability hubs.

Support Worker Team

NDIS support workers at Personalised Support Systems range in age from 20 to 65. PSS deliberately hires a diverse team so participants can be matched with support workers who feel relatable. Many team members are younger, energetic workers who feel more like older siblings or peers rather than clinical carers. This youthful energy is intentional and contributes to genuine connections between NDIS participants and their support workers.
All Personalised Support Systems NDIS support workers complete in-house onboarding and hold current First Aid and CPR certificates. Every worker completes an NDIS Worker Screening Check (valid for 5 years and nationally recognised) and mandatory NDIS Quality and Safeguards Commission online modules. Depending on roles and participants supported, staff may complete Certificate III or IV in Disability Support or Youth Work, plus specialised training in manual handling, medication administration, seizure management, and PEG feeding. *Source: NDIS Worker Screening Check*
Personalised Support Systems recruits NDIS support workers through word of mouth (reflecting positive workplace culture) and platforms like LinkedIn and SEEK. Personalised Support Systems uses a three-stage interview process where prospective employees meet two to three different team members. This thorough process assesses qualifications, experience, personality, values, and cultural fit. Personalised Support Systems looks for people who genuinely care about disability support work, bring positive energy, and will connect authentically with NDIS participants.
Yes, all Personalised Support Systems NDIS support workers have NDIS Worker Screening clearances. This is mandatory for workers in risk-assessed roles with NDIS providers. The NDIS Worker Screening Check is a national background check assessing whether workers pose risk to people with disability. Clearances are valid for five years and nationally recognised. Victoria operates a strict "no clearance, no start" policy for workers in risk-assessed roles. *Source: Victoria NDIS Worker Screening*
Personalised Support Systems trains NDIS support workers through comprehensive onboarding including mandatory modules completed with 100% accuracy. Beyond initial training, Personalised Support Systems team leaders actively train workers in the field through practical examples and shadow shifts where new workers learn alongside experienced staff. This combination of formal training and practical mentorship ensures workers are confident and competent before working independently with NDIS participants. Ongoing professional development continues throughout employment.

Communication and Family Involvement

Personalised Support Systems maintains strong communication with families through an interpersonal approach. Once a team leader is assigned, they serve as the primary contact keeping families informed through regular communication. Team leaders update families on progress, share session information, and ensure families always know what is happening with their family member's NDIS support. Personalised Support Systems also communicates upcoming events and activities via email. Team leaders remain the first point of call for day-to-day questions.
For questions about NDIS support services at Personalised Support Systems: accounts queries go to the accounts team, allied health queries go to the allied health team, administrative matters go to the admin team. For most questions, contact your assigned team leader directly, as they have oversight of your family member's support and can direct you appropriately. Families have direct access to their team leader from the moment they complete the meet and greet.
Yes, every family at Personalised Support Systems has a dedicated team leader serving as their primary point of contact for NDIS support services. Team leaders are assigned during onboarding and maintain ongoing oversight of participant services. They coordinate support workers, handle scheduling, address concerns, communicate with families, and ensure services align with NDIS participant goals. Having a dedicated contact ensures consistency and accountability.
Yes, Personalised Support Systems allows families to visit during NDIS programs or sessions. However, visits should be planned in advance, as unannounced visits may disturb other participants or disrupt session flow. Contact Personalised Support Systems to arrange an appropriate visiting time. Personalised Support Systems wants families to feel welcome and connected to their family member's NDIS support experience.
Personalised Support Systems has a formal feedback and complaints process for NDIS support services. Families can submit feedback via a link to the feedback and complaints form. Personalised Support Systems takes all feedback and complaints seriously as opportunities for improvement. A team member typically contacts families directly to discuss concerns, understand situations fully, and work toward resolution. Personalised Support Systems is committed to continuous improvement based on family input.

Safety Compliance and Registration

Personalised Support Systems is currently completing NDIS registration with the NDIS Quality and Safeguards Commission. In the meantime, Personalised Support Systems operates as an unregistered provider, meaning services are available to self-managed and plan-managed NDIS participants but not NDIA-managed (agency-managed) participants. Unregistered NDIS providers must still comply with the NDIS Code of Conduct, maintain complaints processes, and meet legal and ethical obligations. Once registration is complete, Personalised Support Systems will serve all NDIS participant management types in Melbourne. *Source: NDIS Quality and Safeguards Commission*
Personalised Support Systems' NDIS registration is currently being completed. Once Personalised Support Systems receives its registration number from the NDIS Quality and Safeguards Commission, it will be updated on the website and all official documentation.
Personalised Support Systems operates a 24/7 on-call number staffed by a team member for emergencies. Personalised Support Systems maintains an incident report register where support workers complete detailed incident reports filed by managers or team leaders. All incidents are documented, reviewed, and followed up appropriately. Situations or emergencies requiring escalation are referred to upper management immediately. Personalised Support Systems takes NDIS participant safety seriously with protocols for various emergency scenarios.
Personalised Support Systems carries comprehensive insurance coverage including professional indemnity insurance and public liability insurance, plus specific insurances for both Melbourne hub facilities. This coverage protects NDIS participants, families, and the organisation in the event of incidents or claims. Insurance is a standard requirement for NDIS providers, and Personalised Support Systems ensures appropriate, current coverage.
Personalised Support Systems handles medication support with family assistance and established protocols. As Personalised Support Systems completes NDIS registration, medication handling awaits full independent management. Currently, medication support is coordinated carefully with families, and staff assisting with medication have appropriate training. Personalised Support Systems follows strict procedures ensuring medication is administered safely and correctly for NDIS participants.

Why Choose Personalised Support Systems

Personalised Support Systems is different from other Melbourne NDIS providers because Personalised Support Systems was founded by people with deep disability sector experience who understand what it's like to have family members with disability. Founders Fernando and Matthew built PSS around the belief that disability support should feel like friendship, not a transaction. Personalised Support Systems takes a person-centred approach, treating people with disabilities the way they would treat anyone. Personalised Support Systems works alongside participants and families to achieve goals, operating at the same level as those supported rather than from clinical distance. The younger, energetic Personalised Support Systems team feel like older siblings rather than clinical staff, with heavy investment in matching the right support workers to each NDIS participant.
The Personalised Support Systems Sunbury hub is a state-of-the-art NDIS disability facility newly renovated in 2023. There are very few, if any, hub spaces like this in Victoria or Australia. Facilities are brand new with ample room for different activities, extensive open space, purpose-built commercial kitchens, and an all-inclusive environment where every detail has been thoughtfully considered. The Sunbury hub represents Personalised Support Systems commitment to providing world-class spaces where NDIS participants genuinely want to spend time.
The most common NDIS confusion involves plans, line items, and invoicing. Personalised Support Systems advises families to understand how much funding they have, which funding categories their budget falls under, what line items and support categories they need to use, and how invoicing works with their plan management type. Reading and understanding service agreements from the start is also important. Personalised Support Systems is always available to answer questions and takes a patient approach to explaining NDIS details.
Personalised Support Systems understands that having an NDIS plan and navigating the system can create anxiety and feel burdensome for families. Personalised Support Systems exists to lessen that load and reduce pressure. The goal is working alongside families to achieve whatever goals they have in the most straightforward, stress-free way possible. Disability support should enhance life, not complicate it. Families feeling overwhelmed by the NDIS or uncertain about accessing the right supports should reach out to Personalised Support Systems—that is exactly what the team is there for.

At A Glance

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Recognition

Both directors selected in Top 5 for Young Entrepreneur of the Year Awards 2022

Contact Personalised Support Systems

Website:

www.personalisedsupports.com.au

Hub Locations:

Nunawading Hub - Melbourne East (opposite Nunawading train station)
Sunbury Hub - Melbourne North West (walking distance to Sunbury train station)