Frequently Asked Questions

• Fill out and submit our online referral form
• Call our team on 1300 192 611 to talk to us, Monday to Friday, 8:30am – 5pm or request a call back at a time that is suitable for you
• Email us at [email protected] with your details and the support you need

AAAR Ability Assist has a large pool of clinicians to minimise waiting periods as much as possible (in many cases, our clinicians have immediate availability), so that our ability to support you is faster than industry average. However, depending on current demand, there can be a waiting period in some locations for some services.

Every week, we review clinician availability to provide our participants and other partners with the most up to date information. If you would like to check the availability of a clinician or service in your specific location, please contact our concierge service on 1300 192 611.

We know that it is often easier to talk to someone to explain your needs or ask questions. That’s what our concierge service is all about. Concierge is a team of friendly customer service officers who are here to help you get the support you need from Ability Action Australia.

They can help you make a request for our service. They can let you know about local clinicians and services in your area. They can answer your questions about costs, waiting times or what to expect. The team are available from 8.30am to 5pm Monday to Friday. You can call the concierge on 1300 192 611 to request a call back at a time that is convenient to you or send them an email at [email protected]

Many of our clinicians have experience working with children and teenagers of all ages, their families and support workers, within their home, school and community environments. You can talk to our team on 1300 192 611 to be matched to a clinician with experience working with children.

We charge our occupational therapy, exercise physiology and physiotherapy services at the NDIS gazetted rate. In line with industry standard, these charges commence as soon as we start working with you and are made in 6-minute increments.

Exclusive of GST, the hourly rates are:

• Occupational Therapy: $193.99
• Exercise Physiology: $166.99
• Physiotherapy: $193.99:
  • • • • $214.41 (in NSW, VIC, QLD and the ACT)
        • $234.83 (in WA, SA, TAS and NT)
• Positive Behaviour Support:
  • • • • Specialist Behavioural Intervention Support: $214.41 (in NSW, VIC, QLD and the ACT) and $234.83 (in WA, SA, TAS and NT)
        • Behaviour Management Plan: $193.99
• Employment-related Assessment and Counselling: $193.99

We will ensure all costs associated with Ability Action Australia services are discussed with you and any other support parties, with a formal agreement collaboratively developed and signed. You can refer to our Fees and Funding page for further information.

If we are required to travel to provide services to you, then travel is charged as per NDIS guidelines.

There are 3 zones:

• • • Zone 1-3: maximum of 60 minutes return
    • Zone 4-5: maximum of 120 minutes return
    • Zone 6-7: Pre-approved amount

You are able to check which zone you are in and get a better understanding of travel costs prior to proceeding and we will ensure that you are aware of any travel costs before undertaking the service.
To minimise travel costs and provide easy and fast access to services, we can also provide services via Telehealth or video conferencing if appropriate and preferred.
We are predominantly a mobile service, with a large network of clinicians attending people’s homes to deliver services. We also have clinics in each state. This means that you can choose whether to attend one of our local clinics, or have our clinician come to your home.
If you choose to attend one of our clinics, there will be no travel cost charged to you. If our clinician is coming to your home, you will be charged a reasonable travel cost. This means we will:

• Match you to a local clinician, with appropriate skills and experience for your condition, who will charge for travel in line with the MMM zone you are based in
• Discuss the travel charges with you and outline them in your Service Delivery Agreement
• Split travel costs where we can, by providing therapy to other people who live in the same area as you either before or after your therapy session
• Talk to you about how you can save on travel costs and answer any other questions you may have

The aim of these steps is to provide you with greater choice and control in how and where you receive your services.