Support Coordination Scope and Billing Policy – Easy Read Guide
Written by Jenny Mathers | Principal Support Coordinator and Carer Advocate | Updated September 2026
What is in this guide
1. What we WILL do (What we bill for)
We use your NDIS Support Coordination funding to build your skills, connect you with good providers, and help you get the most out of your plan. Here is what we bill for:
Connect participants with supports
We help you find trusted local workers, therapists, and services in Toowoomba and the Western Downs.
Coordinate arrangements across services
We organise service agreements, schedules, and travel blocks so all your providers work together smoothly.
Support informed decision-making
We give you clear, honest information so you can choose the services that best fit your life and goals.
Help participants understand and implement their plans
We explain your NDIS budget categories, Section 10 Support Lists, and help you start using your funding confidently.
Teach self-advocacy skills
We coach you to speak up for your rights, express your needs clearly, and deal with providers or the NDIS with confidence.
Write case notes and NDIS requested reports
We write accurate records of our support and prepare formal implementation and progress reports to show the NDIS how your plan is working.
Strengthen navigation skills and confidence
We teach you how to manage your own supports over time so you feel independent and empowered.
Identify emerging risks
We spot problems early—like funding running out or gaps in service—and help you fix them before trouble starts.
Support service transitions
We assist when you move between life stages, like finishing school, changing providers, or updating your plan.
Strengthen participant support networks
We help connect you with family, informal carers, community groups, and regional advocacy networks.
💡 Jenny’s Tip: Support Coordination is all about building your confidence. We teach you how the NDIS works so you stay in complete control of your choices.
2. What we WILL NOT do (What we do not bill for)
To follow NDIS rules and keep our boundaries clear, there are tasks we cannot do and will never bill for:
Make decisions on behalf of participants
You are the boss of your life. We guide you, but we never make life or plan decisions for you.
Replace supported decision-making arrangements
We respect your legal nominees, family supporters, and decision-making helpers. We never override them.
Provide formal legal advocacy services at an individual level
We build your self-advocacy skills, but we do not act as formal legal advocates. We connect you to independent advocacy agencies if needed. All our advocacy activities are aimed at systemic advocacy that are not billed to individual plans.
Determine NDIS eligibility
Only the NDIA can decide who gets an NDIS plan under Section 24 rules. We do not make scheme access decisions.
Manage participant finances
We are not Plan Managers or financial advisors. We do not pay invoices or hold your money.
Provide crisis response services
We do not offer 24/7 emergency care. In an emergency, please call 000, Lifeline (13 11 14), or Queensland Health.
Undertake regulatory or investigative functions
We are not police or government auditors. Formal complaints go directly to the NDIS Quality and Safeguards Commission.
Replace responsibilities held by health, housing, justice or education
Government departments (like public hospitals, schools, and public housing) must provide their own services. We cannot replace mainstream state systems.
Routinely provide other NDIS-funded supports
We do not deliver direct support work, therapy, or personal care. Keeping our coordination independent protects your choice and control.
Bill for general office admin or business overheads
We never charge your plan for internal accounting, staff training, general marketing, or basic business setup tasks.
3. How we keep our billing fair and clear
We only bill for real work done
We track time accurately in 15-minute increments. We never charge for general office overheads or preliminary intake before an agreement is signed.
Clear monthly statements
You or your Plan Manager get plain statements showing exactly what tasks were completed and how much time was used.
Provider travel
We claim travel expenses on our own tax. We do not charge it to your plan. However, we might decide to charge travel if we travel to see you at an agreed time and you are not there.