Frequently asked questions

Your NDIS plan sets out the funding you have available and the supports you can access. Your plan lists different support categories such as ‘Capacity Building’ (skill development, coaching) and ‘Core Supports’ (everyday help). To use your plan:

• Review what funding is available in each category
• Choose which providers to work with (such as Sunnyside)
• Use a support coordinator to help connect you with quality providers
• Work with your provider to schedule services and use your funding
• Track your spending and adjust services as your needs change

We help you make sense of your plan and connect you with quality supports that match your goals.

We take care in matching you with the right support worker. We start by understanding your:

• Preferences (e.g., female or male worker, specific cultural and religious needs)
• Personal goals and what matters to you
• Daily routines, preferences, and specific support needs

We then match you with a worker who has the right skills, experience, and personality fit. Consistency is crucial—the same trusted face helps build relationships and comfort. If the match isn’t working, we’ll find someone better suited to your needs.

If you’re a carer (family member, partner, or close friend), the NDIS supports you in several ways:

• Carer support funding: Some plans include specific funding for respite care and breaks
• Support coordination: A support coordinator helps the person you care for navigate their plan, reducing your burden
• Training and information: Access to training to better understand your loved one’s disability
• Connecting to services: Professional coordinators connect you with respite care, day programs, and community participation options

We work with whole families. Talk to your support coordinator about what options are available in your specific plan.

A plan review is a scheduled meeting with the NDIS to check whether your plan still matches your current goals and needs. Reviews typically happen every 12 months.

How to prepare:

• Keep notes on what worked well and what didn’t during the past year
• Update your goals—what do you want to achieve in the next 12 months?
• Document any changes in your circumstances (health, work, living situation, family)
• Gather evidence of progress (photos, letters from services, progress reports)

Sunnyside support coordinators help you prepare. We gather evidence, document your progress, and present your case clearly to ensure you get the supports you need.

Your NDIS plan funding can only be spent on ‘reasonable and necessary’ supports. These fit into two main areas:

CAPACITY BUILDING – Supports that help you develop skills and independence:

• Support coordination (navigate and maximise your plan)
• Coaching and training (build confidence and skills)
• Therapy and counselling
• Psychosocial recovery coaching (mental health support)

CORE SUPPORTS – Everyday help you need right now:

• Support work (personal care, household tasks, transport)
• Community participation (attending activities and events)

You cannot spend NDIS funding on things that are the responsibility of other services (e.g., health services) or that don’t directly support your disability. Unsure? Your support coordinator can advise.

Yes, absolutely. We understand Muslim cultural practices and respect them deeply:

• We provide female workers for female clients upon request
• We accommodate prayer times and prayer space requirements
• We work flexibly around Ramadan schedules and fasting
• We respect all dietary requirements and halal practices
• We respect modesty preferences and dress requirements
• We understand family and community values and incorporate them into our support

Cultural sensitivity is not a box we tick—it’s how we operate.

Your comfort and satisfaction are paramount. If the match isn’t working:

• Speak to us early—sometimes small adjustments solve the issue
• Request a different worker if you need one (we will honour this)
• Adjust the timing, frequency, or type of support if your needs have changed

We’re committed to getting the right match. Just let us know what’s needed.

Yes. All workers are screened and hold current Working with Children Checks. We provide:

• Comprehensive initial training on disability awareness and support best practice
• Ongoing training in cultural competency and professional conduct
• Regular supervision and quality monitoring
• Professional development to ensure they stay current with industry standards

We commit to responding to all enquiries within 4 hours during business hours (Monday–Friday, 9 AM–5 PM). This means:

• Email: You’ll get a response within 4 hours
• Phone: We’ll call you back promptly or arrange a suitable time
• Urgent matters: Contact us directly and we’ll prioritise

We know families need timely support. Our quick response ensures you get answers when you need them.

Switching is straightforward. You can change providers at any time during your plan:

• Contact us to discuss your needs and goals
• We’ll work with your plan manager or the NDIS to facilitate the transition
• We coordinate with your previous provider to ensure a smooth handover
• We’ll meet with you to understand your preferences and history

The transition is managed professionally so you experience minimal disruption to your support.

Absolutely. If you’re new to the NDIS, navigating it can feel overwhelming. We help:

• Explain how the NDIS works in plain English (no jargon)
• Help you understand your plan and what it covers
• Connect you with quality providers across all support categories
• Guide you through plan reviews and goal-setting
• Build your confidence so you can advocate for yourself

We’ve supported hundreds of people new to the NDIS. You’re not alone, and we’ll guide you every step.