FAQs – Frequently Asked Questions
QUICK LINKS: General FAQs | NDIS | CHSP & Aged Care | Personal Care | Complex Personal Care | Cleaning & Household Tasks | Social Support | Meal Preparation | Transport | Shopping Services
General Questions
What is My Ability Angel and what services do you offer?
We’re a locally owned provider of NDIS and Aged Care services based on Sydney’s Northern Beaches. From personal care and transport to cleaning, meal prep, gardening, and more, we show up with heart, respect your choices, and go above and beyond.
Where do you provide services?
We proudly support clients across the Northern Beaches and Lower North Shore. If your suburb isn’t listed, just ask — we’re happy to travel when we can.
How do I start receiving support?
Book a free Meet & Greet. We’ll get to know you, explore your goals and preferences, and tailor your supports accordingly.
Do you work with all types of NDIS plans (self-managed, plan-managed, NDIA-managed)?
Yes! We support all funding types and make the process seamless for you. We are an accredited and registered NDIS service provider.
How quickly can I receive services?
We aim to start within 1–2 weeks depending on availability. If you’re switching from another provider, we ensure a smooth handover.
Are your support workers trained and background-checked?
Absolutely. All our workers go through thorough background checks, including NDIS Worker Screening and Police Checks. Every staff member completes an induction and orientation, holds a current First Aid Certificate, and receives ongoing refresher training. For clients with complex needs, our staff also complete specialised training modules. Most importantly, we take care to match you with a worker whose personality and approach fit your needs, so you feel safe, supported, and comfortable.
Can I change or pause my services?
Yes — life changes, and we completely understand. You can adjust or pause your services by letting us know in advance. We’ll always do our best to accommodate your needs, though please note we usually cannot hold a service spot for longer than 3 months. If that happens, your place may be offered to someone on our waiting list. When you’re ready to resume, we’ll do everything possible to support you and reconnect you with a trusted worker.
Are your services available on weekends or holidays?
Yes, many of our essential supports run 7 days a week, including evenings and public holidays.
Can I receive support even if I don’t want to participate directly (e.g., during shopping)?
Absolutely. You decide how involved you want to be — we support your preferences.
What if I don’t have my own cleaning products or transport?
No worries — we can provide everything needed, or work with your preferred items.
What if I’m not sure which service I need?
That’s okay — we’re here to help. Book a free Meet & Greet and we’ll walk through your needs together, no pressure.
Can I book more than one service on the same day?
Of course! Many of our participants combine services like cleaning, transport and meal prep to make the most of their time and funding.
Can I choose the same support worker each time?
Absolutely. We prioritise consistency and long-term relationships. Wherever possible, we assign you a regular worker who fits your needs and preferences.
Do I need to be home during the service?
Not always. Depending on the service and your plan, we can arrange access beforehand. We always respect your preferences and privacy.
What is My Ability Angel and what services do you offer?
We’re a locally owned provider of NDIS and Aged Care services based on Sydney’s Northern Beaches. From personal care and transport to cleaning, meal preparation, gardening, and more, we show up with heart, respect your choices, and go above and beyond.
Where do you provide services?
We proudly support clients across the Northern Beaches and Lower North Shore. If your suburb isn’t listed, just ask — we’re happy to travel when we can.
How do I start receiving support?
Book a free Meet & Greet. We’ll get to know you, explore your goals and preferences, and tailor your supports accordingly.
Do you work with all types of NDIS plans (self-managed, plan-managed, NDIA-managed)?
Yes! We support all funding types and make the process seamless for you. We are an accredited and registered NDIS service provider.
How quickly can I receive services?
We aim to start within 1–2 weeks depending on availability. If you’re switching from another provider, we ensure a smooth handover.
Are your support workers trained and background-checked?
Absolutely. All our workers go through thorough background checks, including NDIS Worker Screening and Police Checks. Every staff member completes an induction and orientation, holds a current First Aid Certificate, and receives ongoing refresher training. For clients with complex needs, our staff also complete specialised training modules. Most importantly, we take care to match you with a worker whose personality and approach fit your needs, so you feel safe, supported, and comfortable.
NDIS
Who is eligible for the NDIS?
You must be under 65, live with a permanent and significant disability, and be an Australian citizen, permanent resident or Protected SCV holder.
What supports does the NDIS fund?
Supports include daily supports such as personal care, transport, community access, allied health supports, household tasks, and more, all based on your individual goals and support needs.
What is an NDIS Plan?
It’s a document that outlines your goals, approved supports, and funding, usually reviewed every 12 months.
How do I apply for the NDIS?
Start by completing the Access Request Form with supporting medical evidence. Local Area Coordinators (LACs), family members, service providers, support coordinators, and advocates can help with the process.
What if I disagree with an NDIS decision?
You can request an internal review or escalate your concern to the AAT (Administrative Appeals Tribunal). Advocacy services are available to support you through the process.
CHSP / My Aged Care
What is CHSP?
The Commonwealth Home Support Programme helps elderly Australians with entry-level support such as domestic cleaning and transport so they can continue living independently at home.
How do client contributions work?
CHSP services are subsidised by the government. Clients are asked to contribute a small amount where possible, but no one is refused support if they cannot pay. You can read our full policy under Fees and Contributions.
Can I access both CHSP and a Home Care Package?
Usually no, although some exceptions apply during transition periods. We’ll guide you through the process and help determine what’s best for your situation.
What services do you offer under Aged Care?
We currently provide Domestic Cleaning and Transport under the Commonwealth Home Support Programme (CHSP), as well as privately funded in-home care options.
Personal Care
Will I have the same support worker every day?
We always prioritise consistency. Wherever possible, we assign you a dedicated worker you know and trust. We will always consult you before making any changes to your service.
Can I choose a worker of the same gender?
Yes. We respect your preferences and do our very best to accommodate them whenever possible.
Can you support me after surgery or during recovery at home?
Absolutely. We provide transitional personal care support during recovery and rehabilitation. Please speak with us about your needs and we’ll tailor the support to assist you.
Is this service available on weekends or public holidays?
Yes. We operate 7 days a week, including after-hours and public holidays, providing essential services to ensure the safety and wellbeing of our clients.
Can you help with lifting or transferring using a hoist?
Yes. Our staff are fully trained in the safe use of lifters and hoists. To ensure safety for both you and our team, we require a Manual Handling Plan from your Occupational Therapist before this service can begin. Our staff also complete hands-on training with your equipment to make sure they can use it safely and confidently before assisting you independently.
What is not included in this service?
Clinical or Nursing Tasks: Wound care, injections, catheter changes, or other medical procedures (these require a registered nurse or health professional).
Complex Medical Management: Interpreting prescriptions, adjusting medications, or managing medical devices without proper clinical oversight.
Non-Care Related Services: Tasks such as managing personal finances, legal matters, or unrelated errands are not part of Personal Care.
Heavy Domestic Work: Deep cleaning, home renovations, or moving heavy furniture.
Services for Household Members: Complex Care is provided only for the participant with assessed needs, not for other household members.
Unsafe or High-Risk Tasks: Anything that may put the client or worker at risk (e.g., using broken equipment, climbing ladders, or heavy lifting beyond safe practice).
What are the eligibility requirements for this service?
- NDIS participants
- Available for self-managed, plan-managed, and agency-managed plans
- Individuals approved for services under the Commonwealth Home Support Program (CHSP)
- Privately funded clients with a disability or elderly adults living at home
- Ideal for people requiring low to moderate daily care in their home.
Complex Personal Care
What is included in this service?
Clinical Support Tasks: Specialist assistance with catheter or stoma care, enteral (PEG) feeding, and CPAP or BiPAP machine support.
Medication Management: Monitoring, administering, or recording complex medication regimens that go beyond simple reminders.
Health Condition Support: Monitoring and responding to conditions such as seizures, dysphagia, diabetes, or autonomic dysreflexia.
Specialist Manual Handling and Transfers: Safe transfers requiring hoists, specialised equipment, or tailored mobility strategies designed with allied health input.
Behaviour Support: Care delivered in line with approved Behaviour Support Plans to ensure safety and wellbeing.
What is not included in this service?
Acute or Emergency Medical Treatment: Complex Care does not replace hospital or emergency services. Clients must seek urgent medical care when required.
Diagnosis or Prescribing: Support workers and nurses cannot diagnose conditions or prescribe or change medications. This must be managed by a doctor or specialist.
Surgical or Invasive Procedures: Operations, intravenous therapy (outside approved clinical plans), or invasive procedures are not provided in a home care setting.
Heavy Domestic Work: Deep cleaning, home renovations, or moving heavy furniture.
Unsafe or High-Risk Tasks: Anything that may put the client or worker at risk (e.g., using broken equipment, climbing ladders, or heavy lifting beyond safe practice).
Services for Household Members: Complex Care is provided only for the participant with assessed needs, not for other household members.
Non-Care Related Services: Tasks such as managing personal finances, legal matters, or unrelated errands are not part of Complex Care.
Who is eligible for this service?
- NDIS participants.
- Available for self-managed, plan-managed and agency-managed plans.
- Individuals approved for services under the Commonwealth Home Support Program (CHSP).
- Privately funded clients with a disability or elderly adults living at home.
- Ideal for participants who need reliable and supportive transport to maintain independence and access to daily life activities.
Are your staff qualified for high intensity care?
Yes. All Complex Care workers complete accredited training aligned with the NDIS High Intensity Support Skills Descriptors and receive regular supervision. Staff also complete refresher training every 12 months to ensure safe, up-to-date practice.
Can I choose who supports me with these tasks?
Absolutely. We aim to match you with the right worker based on your needs and preferences, including gender, language, and experience wherever possible.
Can you assist with CPAP or BiPAP machines or enteral feeding?
Yes. Our staff are trained in both and can provide safe support in line with your approved care plan.
Is this service available on weekends or public holidays?
Yes. We offer Complex Care 7 days a week, including after-hours and public holidays, providing essential services to ensure the safety and wellbeing of our clients.
What happens if my needs change?
We will review your care needs and adjust your service accordingly. You will always be consulted before any changes are made to your support.
Cleaning & Household Tasks
What is included in this service?
General Domestic Duties
- Vacuuming main living areas, bedrooms, bathrooms, and kitchen
- Mopping kitchen and bathroom floors
- Cleaning bathrooms (toilet, sink, mirror, vanity, shower recess)
- Wiping down kitchen benchtops and cupboard doors
- Dusting (as time permits)
- Taking rubbish out at the end of service if needed
Laundry and Linen (as time permits)
- Stripping and remaking beds
- Washing and changing bed linen and sheets
- Folding and putting away washing
Additional Light Household Tasks (as time permits)
- Wiping down windowsills
- Cleaning out the microwave
- Sweeping outdoor verandas or patios
- Other light household duties, if time permits and safe for the worker
Personalised Cleaning
- Working with your preferences and routines to ensure your home feels comfortable and welcoming
What is not included in this service?
High-Risk or Unsafe Tasks: Anything that may put the client or worker at risk (e.g., climbing ladders, cleaning gutters, heavy lifting).
Pest Control: Specialist pest treatment or fumigation services.
Outdoor or Trade Work: Gardening, lawn maintenance, home repairs, or renovations (see Gardening and Lawn Maintenance service).
Who is eligible for this service?
- NDIS participants.
- Available for self-managed, plan-managed and agency-managed plans.
- Individuals approved for services under the Commonwealth Home Support Program (CHSP).
- Privately funded clients with a disability or elderly adults living at home.
- Ideal for participants who need reliable and supportive transport to maintain independence and access to daily life activities.
Do I need to provide my own cleaning products and equipment?
Not necessarily. We can use your products, or bring our own upon request — just let us know what you prefer.
Can I request specific tasks each visit?
Absolutely. We’ll tailor each visit to your needs and priorities. Provided the task is safe and within our service scope, we are more than happy to assist.
Will the same cleaner come each time?
Yes. We value consistency and, wherever possible, aim to send the same trusted support worker each visit.
Can you clean while I’m at home or away?
Yes. We generally prefer for you to be home during the service, as it makes communication and feedback easier. However, if you’d like to be away, that’s no problem — we can arrange access beforehand. Your preferences and privacy will always be respected.
Do you clean homes with pets?
Yes! We love furry friends and work respectfully around them. For safety reasons, we may sometimes ask that pets are kept in a separate area during the service to avoid tripping hazards.
Domestic Cleaning (Age Care)
What is included in this service?
General Domestic Duties
- Vacuuming main living areas, bedrooms, bathrooms, and kitchen
- Mopping kitchen and bathroom floors
- Cleaning bathrooms (toilet, sink, mirror, vanity, shower recess)
- Wiping down kitchen benchtops and cupboard doors
- Dusting (as time permits)
- Taking rubbish out at the end of service if needed
Laundry and Linen (as time permits)
- Stripping and remaking beds
- Washing and changing bed linen and sheets
- Folding and putting away washing
Additional Light Household Tasks (as time permits)
- Wiping down windowsills
- Cleaning out the microwave
- Sweeping outdoor verandas or patios
- Other light household duties, if time permits and safe for the worker
Personalised Cleaning
- Working with your preferences and routines to ensure your home feels comfortable and welcoming
What is not included in this service?
High-Risk or Unsafe Tasks: Anything that may put the client or worker at risk (e.g., climbing ladders, cleaning gutters, heavy lifting).
Pest Control: Specialist pest treatment or fumigation services.
Outdoor or Trade Work: Gardening, lawn maintenance, home repairs, or renovations (see Gardening and Lawn Maintenance service).
Who is eligible for this service?
- NDIS participants.
- Available for self-managed, plan-managed and agency-managed plans.
- Individuals approved for services under the Commonwealth Home Support Program (CHSP).
- Privately funded clients with a disability or elderly adults living at home.
- Ideal for participants who need reliable and supportive transport to maintain independence and access to daily life activities.
Do I need to provide my own cleaning products and equipment?
Not necessarily. We can use your products or bring our own upon request — just let us know what you prefer.
Can I request specific tasks each visit?
Absolutely. We’ll tailor each visit to your needs and priorities. Provided the task is safe and within our service scope, we are more than happy to assist.
Will the same cleaner come each time?
Yes. We value consistency and, wherever possible, aim to send the same trusted support worker each visit.
Can you clean while I’m at home or away?
Yes. We generally prefer for you to be home during the service, as it makes communication and feedback easier. However, if you’d like to be away, that’s no problem — we can arrange access beforehand. Your preferences and privacy will always be respected.
Do you clean homes with pets?
Yes! We love furry friends and work respectfully around them. For safety reasons, we may sometimes ask that pets are kept in a separate area during the service to avoid tripping hazards.
What’s included in this service?
- Accompaniment to appointments, classes, or events.
- Visiting parks, shops, cafés or local attractions.
- Support to attend religious, cultural or community activities.
- Help with using public transport.
- Assistance joining a gym, social club, or hobby group.
- Attending family gatherings or personal milestones.
- Friendly companionship and conversation.
What is not included in this service?
Transport Alone: Transport provided without accompanying support (see our dedicated Transport service).
Mental Health Therapy or Clinical Support: Specialist therapeutic or clinical services, which must be delivered by qualified professionals.
Participation without Consent: Any activity or service provided without the participant’s informed choice and consent.
Admission or Travel Costs: The cost of tickets, entry fees, or travel expenses (e.g., movies, theatre, theme parks, airfares, hotels, or national/international travel) is not included. Participants or their families are responsible for covering these costs.
Who is eligible for this service?
- NDIS participants.
- Available for self-managed, plan-managed and agency-managed plans.
- Privately funded clients with a disability or elderly adults living at home.
- Ideal for participants who want to stay active, connected, and supported in their community.
Can I choose where we go and what we do?
Yes — this service is all about you. We’ll help you plan activities that reflect your goals, interests and lifestyle.
Can you support me one-on-one or in a small group?
Absolutely. We offer both individual and group social support depending on your preferences and goals.
Do you provide transport to and from social activities?
Yes. Our team can support your full journey, including safe transport before and after the activity.
Is there a limit to how many hours I can use?
This depends on your NDIS plan. We’ll help you understand your budget and plan your supports accordingly.
What if I don’t feel comfortable going out some days?
That’s okay. We’ll always check in with you and adjust based on how you feel. Your wellbeing comes first.
What is included in this service?
- Planned group activities and social outings.
- Community-based events, clubs or classes.
- Home-based group sessions (games, crafts, shared meals).
- Support for attending interest-based groups.
- Help with transport to and from the activity.
- Friendly, inclusive environment with trained support.
What is not included in this service?
Activities Not in Your Care Plan: Events or activities not suitable or safe for your care plan.
Overnight or Extended Trips Without Approval: Overnight outings or long-distance events require pre-approval and funding in your plan.
Payment for Personal Expenses: Participants cover the cost of their own tickets, meals, or purchases (e.g., movie tickets, coffee, entry fees).
Unsafe or High-Risk Activities: Any group activities that may put participants or staff at risk.
Who is eligible for this service?
- NDIS participants.
- Available for self-managed, plan-managed and agency-managed plans.
- Privately funded clients with a disability or elderly adults living at home.
- Ideal for participants who want to stay active, connected, and supported in their community.
What kinds of activities do you offer?
It depends on the group’s interests! Popular choices include park picnics, movie nights, craft sessions, coffee catch-ups, and cultural events.
Can I suggest or request an activity?
Absolutely! We love personalising the experience to what brings you joy.
How many people are in each group?
We keep group sizes small for safety and meaningful connection — usually 2 to 6 participants.
Do I need to pay for activity tickets or meals?
Yes — while the support is funded, any personal purchases (e.g. movie tickets or coffee) are paid by you.
What is included in this service?
Meal Planning: Helping to plan meals that meet your dietary requirements, preferences, and cultural or religious needs.
Grocery Shopping: Assisting with creating a shopping list, accompanying you to the shops, or completing the shopping on your behalf.
Food Preparation and Cooking: Preparing ingredients, cooking meals, reheating, and portioning meals for the day or week, ensuring everything is stored safely.
Assistance with Eating and Drinking: Support with cutting food, feeding assistance if required, or ensuring safe swallowing techniques (especially for people with dysphagia).
Nutritional Support: Encouraging healthy eating habits and making sure meals are balanced in line with health professional guidance.
Kitchen Clean-Up: Washing dishes, wiping benches, and leaving the kitchen safe and tidy after meal preparation.
Friendly Conversation: Sharing moments of connection while preparing or enjoying meals together.
What is not included in this service?
Large-Scale or Bulk Cooking: This service does not cover catering or preparing meals for big groups or events.
Meals for Other Household Members: Support is focused on the client’s needs, not the wider family or household.
Specialised Medical Diets Without Guidance: Unless prescribed by a dietitian or health professional, carers cannot create or adjust complex medical diets.
Deep Cleaning or Heavy Kitchen Work: Tasks like scrubbing ovens, moving heavy appliances, or full spring-cleaning of kitchens are not part of this service.
Restaurant-Style or Gourmet Cooking: This service is designed for safe, simple, and nutritious meals, not luxury or time-intensive meal experiences.
Unsupervised Food Safety Risks: Carers cannot prepare or serve food in unsafe conditions, or beyond their training (e.g., blending for dysphagia without a care plan).
Who is eligible for this service?
- NDIS participants.
- Available for self-managed, plan-managed and agency-managed plans.
- Privately funded clients with a disability or elderly adults living at home.
- Ideal for participants who want to stay active, connected, and supported in their community.
Can I choose the meals or recipes?
Yes — this is your kitchen and your food. We’ll follow your preferences and work with any meal plan or cultural diet you choose.
Can the worker cook for me if I’m not home or not feeling well?
Yes. As long as access is arranged and tasks are approved in your plan, we can prepare meals independently and store them safely. Please discuss this with us beforehand.
Can I request support at a specific time of day (e.g. lunch or dinner)?
Of course. We’ll schedule visits around your needs and routine, including weekends or public holidays if needed.
Do I need to provide ingredients and cookware?
Yes. You provide the groceries and kitchen tools — we bring the support and the good vibes.
Can you support special diets like gluten-free, vegetarian, or culturally specific meals?
Definitely. Just let us know your requirements, and we’ll make sure everything is prepared safely and respectfully.
What is included in this service?
- Travel to and from appointments, activities, or events.
- Drop-off and pick-up services.
- Support getting in and out of the vehicle.
- Help with navigation or accessing locations.
- Friendly companionship during the journey.
- Flexible transport within your local area.
What is not included in this service?
Travel Outside Agreed Arrangements: Transport requested outside of service hours, agreed schedules, or approved zones.
Use of Unsafe or Non-Approved Vehicles: Travel in unregistered, uninsured, or unsafe vehicles, or using non-approved transport methods.
Participation without Consent: Any transport provided without the participant’s informed choice and consent.
Additional Travel Costs: Participants or their families are responsible for extra expenses during travel such as tolls, parking fees, or admission tickets for activities.
Who is eligible for this service?
- NDIS participants.
- Available for self-managed, plan-managed and agency-managed plans.
- Individuals approved for services under the Commonwealth Home Support Program (CHSP).
- Privately funded clients with a disability or elderly adults living at home.
- Ideal for participants who need reliable and supportive transport to maintain independence and access to daily life activities.
Do you use your own vehicles or mine?
We typically use our own insured and registered vehicles. However, if you prefer using your own car, we can discuss it during your service planning.
Can I bring a companion, support worker or family member with me?
Yes — just let us know in advance so we can plan the trip accordingly.
Is this service available on weekends or public holidays?
Yes. For NDIS clients, transport is available 7 days a week, including after-hours and public holidays, depending on availability and your needs. For Aged Care clients, transport is available Monday to Friday during business hours and within the agreed zones.
Can you wait with me during appointments?
Absolutely. If requested, your support worker can accompany you and provide assistance before, during and after your appointment.
Do you offer transport to social outings or shopping trips?
Yes. For NDIS clients, transport can be combined with Social Support, Shopping Assistance, or other services that involve getting out and about. For Aged Care clients, we currently provide transport to and from approved appointments and activities only.
What’s included in this service?
Creating a shopping list: Helping you plan what’s needed for the week based on meals, personal care and household essentials.
Accompanied shopping: Going with you to shops, supermarkets or chemists, offering mobility assistance and help with carrying items.
Shopping on your behalf: Completing the shopping independently if you cannot attend, following your preferences and budget.
Transport assistance: Helping you get to and from the shops safely when transport is part of your care plan.
Carrying and putting away items: Assisting with unpacking groceries and storing items safely at home.
Supporting independence: Encouraging your choice-making, confidence and engagement, including handling money where appropriate.
What’s not included in this service?
Payment for items: You cover the cost of your shopping. Staff cannot pay for groceries on your behalf.
Shopping for household members: This service supports your needs only, not other family members or housemates.
Non-essential or luxury shopping: Carers cannot purchase high-value or non-essential items outside your care plan.
Unsupervised financial management: Support workers cannot manage money, banking or financial decisions beyond agreed shopping tasks.
Unrelated errands: Tasks like collecting dry-cleaning, parcels or unrelated items are not included.
Heavy or unsafe lifting: Workers cannot carry excessively heavy items or transport goods in unsafe conditions.
Transport outside the care plan: Taxi-style trips or long-distance travel are not included unless approved in your plan.
Who is eligible for this service?
- NDIS participants
- Self-managed, plan-managed and NDIA-managed plans
- Privately funded clients with a disability or elderly adults living at home
- Ideal for anyone wanting safe, supported shopping tailored to their preferences
Can you do the shopping for me if I can’t come?
Yes. We can complete the shopping independently, return with your groceries and help put them away.
Staff cannot use client bank cards or access bank details. We encourage clients to use cash or prepaid cards, and all handling of money is recorded for transparency.
Can I choose where we shop?
Yes. Whether you prefer a supermarket, market or chemist, we will shop where you feel most comfortable.
Do I need to provide a shopping list?
A list is helpful but not essential. We can create one together or plan it on the day.
Will I have the same worker each time?
When possible, yes. We prioritise consistency so you can feel supported by someone you know and trust.