Name: Step Up Community Services Pty Ltd
Address: 3 Burchelli Way, Wyndham Vale, VIC, 3024, AU
Telephone: 0449 945 751

Question 1

Am I eligible for your services?

Accepted Answer

If you have an active NDIS plan with funding in any of the ten support categories we are registered for, you are eligible. If you are not sure whether your funding covers a support, call us and we will look at your plan with you at no cost. If you do not have a plan yet, we can point you to free help with your NDIS access request.

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Question 2

How much do your supports cost?

Accepted Answer

We charge at or below the price limits in the current NDIS Pricing Arrangements and Price Limits, published by the NDIA. Your service agreement lists the exact rate for every support before you start, including any weekend, evening or public holiday rates. We will never charge you above the published cap.

Question 3

Do you accept self-managed and plan-managed participants?

Accepted Answer

Yes, all three plan types. NDIA-managed participants have claims made directly through the portal. Plan-managed participants have invoices sent to their plan manager. Self-managed participants get itemised invoices directly.

Question 4

What if I do not get along with my support worker?

Accepted Answer

Tell us and we will change your worker. You do not need to give a reason and you do not need to have the conversation with them yourself. Matching matters, and a bad match is our problem to fix, not yours to put up with.

Question 5

How do cancellations work?

Accepted Answer

Give us as much notice as you can. Where you cancel a support with less notice than the NDIS short notice cancellation rules allow, we may claim the agreed price under those rules. Your service agreement sets out the exact notice period, and we will always talk to you before claiming a cancellation.

Question 6

Do you charge for travel?

Accepted Answer

Provider travel is charged only where the NDIS Pricing Arrangements allow it, and only for the portion of travel time attributable to your supports. Any travel charges are set out in your service agreement before you start. We will not add travel costs you did not agree to.

Question 7

Can I get support in Punjabi or Hindi?

Accepted Answer

Yes. Our Director speaks English, Punjabi and Hindi, and we match workers to language preferences where we can. For any other language, we arrange a free interpreter through TIS National on 131 450 — there is no cost to you.

Question 8

What areas do you cover?

Accepted Answer

We are based in Wyndham Vale and deliver supports across the Wyndham and Melton council areas, including Werribee, Tarneit, Point Cook, Hoppers Crossing, Manor Lakes and Melton. If you are just outside these areas, call us — we will tell you honestly whether we can help.

Question 9

How quickly can supports start?

Accepted Answer

For most supports, within one to two weeks of your first conversation. High intensity supports may take a little longer because we match a worker with the right training and confirm any clinical requirements. We will give you a realistic date, not an optimistic one.

Question 10

What happens if I want to change providers?

Accepted Answer

You can end your service agreement at any time without giving a reason. Under the NDIS Practice Standards we are required to help you move, so we will continue your supports until your new provider is ready and pass on any information you ask us to.

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