Questions people ask us
Straight answers to the questions participants, families and referrers ask us most. Each answer links to the page with the detail. Can’t see yours? Call us and ask.
- Registered NDIS provider (4-GWVHCEY)
- Same support worker every visit
- Real people answer, 7am to 7pm
Getting started
How do I get started?
Call 0437 733 744 or send an enquiry. We’ll have a short conversation about what you need, then match you with the right support worker.
Do I need an NDIS plan before I call?
No. Call us whether you have a plan, are waiting on one, or aren’t sure what you’re eligible for. We’ll talk it through.
What should I have ready when I call?
Nothing formal. If you have them handy, your suburb, how your plan is managed (agency, plan or self-managed) and the kind of support you’re after help us give you a quicker answer.
What happens after I call?
A short conversation, around 15 minutes. We tell you whether we can staff your suburb, your times and your level of need, and if we can’t, we say so. Then we match a support worker, and supports, hours and rates are agreed in writing before we start.
When can I reach you?
Office and enquiries: 7am to 7pm. Our team answers 0437 733 744 and 0424 756 143. Existing clients: after-hours support is available 24/7. Call 0437 733 744. You can email info@kinshipunitingservices.com any time; include a phone number if you’d like a call back.
Can someone contact you on my behalf?
Yes. A family member, carer, advocate, support coordinator or plan manager can call or email for you.
I’m deaf, hard of hearing or have a speech impairment. How can I reach you?
Use the National Relay Service and ask for 0437 733 744: Voice Relay (Speak and Listen) 1300 555 727, TTY 133 677, or SMS relay 0423 677 767. You can also email info@kinshipunitingservices.com.
NDIS
Is Kinship Uniting Services a registered NDIS provider?
Yes. Kinship is registered under NDIS registration 4-GWVHCEY, Registration Group 0104 (High Intensity), valid October 2025 to October 2028.
What NDIS supports do you provide?
Daily living and personal care, community participation, life skills and group activities, high intensity supports, support coordination, and help practising the goals your own OT, speech pathologist or physio has set. We’re also registered to deliver Supported Independent Living (SIL), and we provide respite.
Can I use Kinship if my plan is agency-managed?
Yes. The NDIS says the parts of your plan that are NDIA-managed must be delivered by registered providers, and Kinship is one. We also support plan-managed and self-managed participants.
Which high intensity supports do you deliver?
Complex bowel care, catheter care, wound care, PEG feeding, medication management, and dementia and behaviour support. We’ll talk through your needs, and your health team’s plan, before support starts.
Will I have the same support worker every time?
That’s how we work. A named support worker starts with you and the same person keeps coming, so you don’t have to repeat your story or your routine. If anything changes, we tell you first.
What happens if my regular support worker is sick?
We organise cover and let you know as early as we can, so a visit isn’t simply cancelled without warning.
Can I switch to Kinship from another provider?
Yes. The NDIS says you can change providers at any time if talking to them about your concerns doesn’t help. Check your current service agreement for any notice period, then call us and we’ll plan the start date with you.
Are NDIS budgets changing from 1 October 2026?
Some are. The NDIA says Social, Economic and Community Participation and Improved Daily Living Skills budgets will be reduced as plans are created or reassessed from 1 October 2026, or renewed from 1 February 2027. It also says high intensity supports and essential day-to-day help, such as eating, dressing, toileting, laundry, cleaning and medication, won’t be affected. Your own plan is the final word, so check it with your support coordinator or the NDIA.
Which suburbs do you cover?
NDIS support across Sydney and Australia-wide, from our base in Colebee. Our team is strongest across North West and Western Sydney. If you’re further out, call and we’ll tell you plainly whether we can staff it.
Do you support people with a particular condition?
Our condition pages cover twelve conditions, from acquired brain injury and autism to Parkinson’s and stroke, each with a free guide. They’re not the only conditions we support, so call us if yours isn’t listed. The pages are general information only, not medical advice.
Aged care & CHSP
What does Kinship provide under CHSP?
Domestic assistance only: house cleaning, laundry, changing bed linen and basic household tidying. Our CHSP grant funds this one service.
Which areas does your CHSP service cover?
Northern Sydney and the Southern Highlands, and nowhere else. Northern Sydney includes Hornsby, Ku-ring-gai, Lane Cove, North Sydney, Willoughby, Ryde, Mosman, Hunters Hill and the Northern Beaches. The Southern Highlands includes Bowral, Mittagong, Moss Vale, Berrima, Robertson, Burrawang, Bundanoon and Fitzroy Falls.
I live in Western Sydney. Can I get CHSP help from you?
Not under CHSP. Our grant covers Northern Sydney and the Southern Highlands only. My Aged Care (1800 200 422) can refer you to a CHSP provider in your area, and anyone can book our private cleaning, reorganising or nursing.
Do I need a My Aged Care referral?
Yes, for CHSP. Call My Aged Care on 1800 200 422 or visit myagedcare.gov.au to ask for an assessment. If you already have a referral code, call us on 0437 733 744.
Can you help an older person with personal care, transport or meals?
Not under our CHSP funding. These are available via referral or partners. Ask us and we’ll point you to the right place, which usually starts with a My Aged Care assessment.
Do you offer home care packages or Support at Home?
Not yet. Support at Home began on 1 November 2025. We’re applying to deliver it and can’t take Support at Home clients at the moment. You can register your interest and we’ll contact you when that changes.
Private services & prices
Who can book a private service?
Anyone. You can book for yourself, or for a parent, partner or family member. You don’t need a referral, an NDIS plan or an aged care assessment.
How much do private services cost?
End-of-lease cleaning starts at $490 + GST, spring cleaning is $890 + GST, and decluttering and reorganising starts at $380 + GST for two hours. For private nursing, send us an enquiry and we’ll talk it through. Everything else is quoted after a short call. Your final price is confirmed in writing before any booking.
Which price do I actually pay?
The GST-inclusive figure is the amount payable. Our prices page shows each price both ways, excluding and including GST.
What if my home isn’t in standard condition?
Our prices are a guide for a standard-condition home. Call us and we’ll give you a quote, and your final price is confirmed in writing before any booking. We don’t move heavy furniture or appliances.
Can I use my NDIS plan or an insurance claim instead of paying privately?
Possibly. Some of these services may be claimable under an NDIS plan that includes support around the home, so ask us to check your plan before booking. If you have an insurance claim, ask your insurer or case manager.
SIL & respite
Do you provide Supported Independent Living (SIL)?
Yes. We’re registered to deliver Supported Independent Living (SIL). Availability changes, so we don’t list it online. Call us to talk about current availability and whether SIL suits your needs.
What is SIL, exactly?
The NDIS describes SIL as funding for a support worker to help or supervise you 24 hours a day, 7 days a week, with day-to-day tasks in your home. It’s designed to help you live as independently as possible while building your skills. SIL pays for the support, not the home: the NDIS says it can’t be used for rent or day-to-day expenses like groceries.
Do you offer respite?
Yes. We provide in-home and community respite, funded through an NDIS plan or booked privately, and we also provide overnight respite and short-term accommodation (STA), so a family carer can take a break. Call us to talk about current availability, and we’ll talk through what would work for your family.
I’m a family carer and I need a break. Where else can I get help?
Carer Gateway (1800 422 737) offers free services for carers. Our free carer wellbeing guide covers Carer Gateway, counselling, planning a break and carer payments.
Working with us
I’m a support coordinator or plan manager. How do I refer someone?
A short phone call is usually fastest. We’ll ask a few questions, confirm whether we can help, and agree next steps. If we can’t staff a suburb, a time or a level of need, we tell you on the first call.
Do you work with insurers and case managers?
Yes, for CTP, workers compensation and other claims where a claimant needs help at home. Nothing starts until we hold written approval, rates are agreed before the first visit, and the same support worker attends each visit.
How do service agreements and invoices work?
Supports, hours and rates are written down and agreed before we start. Invoices carry line items that match the agreement, with the details a plan manager needs to claim.
Are your free guides really free?
Yes. Every guide is free to read online and free to download as a PDF. You don’t need to sign up or give us your email address, and you don’t need to be a Kinship client.
Complaints & rights
How do I make a complaint?
Call us on 0437 733 744 or 0424 756 143, email info@kinshipunitingservices.com, use the form on our Get Support page, or ask your support coordinator or a family member to raise it for you. You can also complain anonymously.
Will making a complaint affect my support?
No. A complaint doesn’t put your support at risk, and you’re welcome to bring a family member, friend or advocate to help you raise it.
Can I complain to someone outside Kinship?
Yes, at any time, and you don’t have to raise it with us first. For NDIS supports, contact the NDIS Quality and Safeguards Commission on 1800 035 544. For CHSP and aged care supports, contact the Aged Care Quality and Safety Commission on 1800 951 822.
How can I check whether any provider is registered?
Search the NDIS Commission’s Provider Register by name or ABN. It’s free and takes about two minutes. Our registration number is 4-GWVHCEY.
Kinship Uniting Services
- 39 Victory Road, Colebee NSW 2761
- 0437 733 744 · 0424 756 143
- info@kinshipunitingservices.com
General information only, not medical, legal or financial advice. Registered NDIS provider, registration 4-GWVHCEY. Operating in disability and aged care since 2017. Sources for the NDIS answers: NDIS: What is supported independent living (SIL); NDIS: Changes to support budgets from 1 October. Page reviewed October 2026.
Still have a question?
Call us and we’ll talk it through. If we’re not the right fit, we’ll say so and tell you where to go next.
Registration 4-GWVHCEY. How to check any provider’s registration in two minutes.