Let’s address the elephant in the room.
Last year, headlines about “rorts,” “shonky providers,” and a system in crisis dominated the NDIS news cycle. A loud narrative suggested that intermediaries—like Support Coordinators—drained funds without delivering value.
If you read those headlines and felt a spike of anxiety about your own plan, you are not alone. Feeling protective of your funding is a completely natural reaction when “waste” dominates the conversation.
But here is the truth: That narrative fails to reflect the reality of ethical, professional Support Coordination.
At CoAbility, we believe transparency builds trust. You deserve to know exactly why your Support Coordination funding exists, why the NDIS “quarantines” it, and the immense amount of work we do behind the scenes to protect your future.
The Rules: Your Funding is “Quarantined”
Many participants mistakenly believe that saving money on Support Coordination allows them to spend more on therapy, cleaning, or equipment.
This is simply not true. Support Coordination is a specific “Capacity Building” support. The NDIS allocates this funding strictly for navigating the system.
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You cannot move it: You cannot use this budget for support workers, consumables, or transport.
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Use it or lose it: If you do not use this funding to manage your plan, it does not roll over to your other budgets. It simply returns to the NDIS at the end of the plan.
The NDIS provides this funding because it acknowledges that coordinating services is a complex job. If you leave it untouched, you do not save money for yourself—you simply return a resource designed to help you.
“It Was Just a Phone Call” (The Invisible Work)
Participants often ask us, “We only spoke for 10 minutes, why did you charge for 15?”
This reflects the reality of professional service. Just like a lawyer or an accountant, our value lies not just in the conversation, but in the work that surrounds it.
The 15-Minute Block Our Service Agreement outlines that we bill service delivery in 15-minute increments. If a phone call takes 13 minutes, we bill it as a 15-minute block. Why? Because that block covers the essential follow-up tasks you don’t see:
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Case Noting: By law, we must document the conversation to protect you during an audit.
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Immediate Action: We immediately send emails, update risk assessments, or schedule the providers we just discussed.
Our staff are trained professionals. They possess expertise in NDIS legislation, crisis management, and service negotiation. They earn payment for the expertise they bring to your table, ensuring you get the best outcomes without the stress.
The CoAbility Difference: A History of “Under-Billing” We understand the “billing anxiety” many of you face. That is why we choose to err on the side of caution. Historically, CoAbility consistently “under-bills.” We know that NDIS plans can run dry or get stuck in review delays. When that happens, our team often continues working in the background—supporting you through plan rollovers or fighting for your new funding—without charging. We prioritize value for money over capturing every single minute.
What We Do Behind the Scenes (The Billable Reality)
We want to clarify the work we charge to your plan. These reasonable and necessary tasks build your capacity.
1. The “Front Line” (Direct Service) This covers the visible work we do with you.
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Meetings: We visit you in your home or community.
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Telehealth: We host video or phone meetings to save you travel costs.
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Medical Engagements: We attend appointments with your specialists to ensure everyone aligns with your goals.
2. The “Engine Room” (Non-Face-to-Face) We perform this vital work away from you, but for you.
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Research & Vetting: We find suitable providers and check their safety and pricing.
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Documentation: We draft support letters, complete complex forms, and write emails to providers.
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Coordination: We liaise with your multidisciplinary team to ensure your supports work together.
3. The “Future Proofing” (Mandatory Reporting) This represents your most critical investment. As a registered provider, the NDIA requires us to provide reports.
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Implementation Reports: We write these at the start of your plan to show you have engaged supports.
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Progress Reports: These detailed documents (often taking 4+ hours) justify your funding for the next plan.
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Evidence Gathering: We compile evidence to demonstrate the outcomes you achieved.
Without these reports, the NDIS may lack the evidence needed to approve your future funding.
You Are in the Driver’s Seat
We navigate the legislation, but you determine the destination.
Don’t let negative headlines stop you from using your funding. The NDIS provided that money specifically to pay for expert guidance. Let’s use it to make your plan stronger.
Call us on 1800 262 245 or submit a Service Request.
