Frequently asked questions

No. Many of the people we support are NDIS participants, but we also work with privately funded clients, families paying directly, and young people referred by schools or agencies. If you're waiting on a plan, we can still talk about options in the meantime.

No — LCT Support Care is an unregistered NDIS provider. That means we work with self-managed and plan-managed participants, but we can't work with NDIA-managed (agency-managed) plans.

Unregistered doesn't mean unchecked. Every worker holds an NDIS Worker Screening Check and a Working with Children Check, we carry public liability insurance, and we're bound by the NDIS Code of Conduct exactly like a registered provider is. The NDIS Quality and Safeguards Commission can investigate complaints about us the same way.

The practical difference is administrative: registered providers are audited against the NDIS Practice Standards, and can invoice NDIA-managed plans. If your plan is NDIA-managed, we're happy to point you to someone who can help.

We service all Adelaide metro areas. If you're just outside it, ask anyway — depending on the day and the hours, we can often make it work.

Usually within one to two weeks of your first call, depending on worker availability and how quickly the paperwork comes together. Urgent situations get prioritised — tell us if it's urgent.

Yes. The intro chat, the meet-and-greet and setting up your service agreement are all free. You only pay for actual support hours.

That's the aim, and it's why we keep the team small. Consistency is the single biggest factor in whether support actually works — especially for young people. If your regular worker is sick or on leave, we'll let you know in advance and talk through the options rather than sending a stranger unannounced.

Tell us — you won't offend anyone. Not every pairing clicks, and pretending otherwise wastes everyone's time and funding. We'll find a different worker and try again.

Absolutely. Gender, age, language, cultural background and shared interests are all legitimate things to ask for, and we'd rather you told us up front.

Yes — Tony Lam, who runs LCT, speaks Vietnamese and English. Chúng tôi nói tiếng Việt.

In practice that means Vietnamese-speaking families can talk through the important things directly: what's in the NDIS plan, what the goals are, how invoicing works, and how the week actually went. No interpreter needed, and no relying on an adult child to translate. Parents and grandparents stay part of the conversation.

All ages. We provide disability support to participants of any age, and mentoring to young people. If you're not sure whether we're the right fit for a particular person, just ask — we'll tell you honestly.

It depends entirely on the person and their goals. It might be a trip to the gym, cooking dinner together, practising a bus route, working on a résumé, or simply getting out of the house and talking. Sessions are planned around goals but stay flexible on the day.

Yes, as part of individual support — delivered with privacy and dignity, by workers trained and comfortable with it. We'll match you with someone suited to your specific needs and preferences.

Our rates sit at or below the current NDIS Pricing Arrangements and Price Limits, and vary by day and time (weekday, evening, weekend and public holiday rates differ). You'll get a written quote before anything starts — no surprises.

We don't charge for travel — no provider travel time, no kilometre charges. You're billed for support hours only.

Participants cover their own costs while out: entry fees, food, tickets and similar. We'll always agree on anything like that before the day, so nothing is a surprise.

For plan-managed participants we invoice your plan manager directly. For self-managed participants we invoice you. For privately funded support, we invoice on the same schedule. Invoices go out fortnightly. As an unregistered provider we can't invoice NDIA-managed plans.

We ask for two clear business days' notice, which follows the NDIS short-notice cancellation rules. Give us that much warning and there's no charge at all.

With less notice, or if nobody's there at the agreed time, the session may be charged in full — that's what the NDIS rules allow, and it's what lets us hold a regular spot for you. In practice we use judgement: illness, hospital admissions and genuine emergencies are not what this is for.

No. Our service agreement sets out what we've agreed to, but you can change your hours or end the service with reasonable notice. Support should continue because it's working, not because you're stuck.

Every worker holds a current NDIS Worker Screening Check and Working with Children Check, and holds current first aid and CPR certification. Workers who transport participants hold a full licence and comprehensively insured vehicle. The business carries public liability insurance.

Confidentially, and in line with the Australian Privacy Principles. We only collect what we need to deliver support, we don't share it without your consent, and you can ask to see what we hold about you at any time. The exception is where the law requires us to report — for example, where there's a risk of serious harm.

Tell us directly and we'll act on it — complaints are documented, taken seriously and answered. If you'd rather go outside us, you can contact the NDIS Quality and Safeguards Commission on 1800 035 544.

For mentoring, we walk a deliberate line. Families get regular updates on how things are tracking and are told immediately about anything involving safety. Day-to-day conversations stay between the young person and their mentor — that's what makes the relationship worth having.