Question 1

Do your VAs understand the NDIS Practice Standards and Code of Conduct?

Accepted Answer

Yes. Every NDIS VA completes the NDIS Worker Orientation Module and is briefed on the NDIS Code of Conduct, the Practice Standards and your specific quality management system before they touch participant data.

Question 2

Can they access PRODA and the NDIS Provider Portal?

Accepted Answer

Yes, under your organisation's PRODA setup. We never store credentials on personal devices. VAs work from a managed Filipino office on a dedicated workstation with your existing access controls and 2FA.

Question 3

Are they ready for the 1 July 2026 registration mandate?

Accepted Answer

We're already preparing providers for the new registration model. Your VA can collate evidence packs, refresh policy registers, track Worker Screening Checks and project-manage your audit readiness alongside your quality lead.

Question 4

How do you handle reportable incidents and complaints?

Accepted Answer

Your VA logs incidents and complaints into your existing NDIS Commission workflow within the timeframes you set, escalates anything that meets the reportable threshold to your nominated person, and keeps the audit trail tidy. They never make the clinical or safeguarding decision.

Question 5

Can they coordinate support workers and rosters?

Accepted Answer

Yes, in ShiftCare, Deputy, Tanda or your equivalent. They build base rosters from participant goals, fill last-minute gaps, apply SCHADS award checks (sleepovers, broken shifts, public holiday loadings) and flag anything unusual for the coordinator.

Question 6

Do they understand SCHADS award nuances?

Accepted Answer

Yes. We train on the most common SCHADS pay points, broken-shift rules, sleepover allowances, 24-hour care and public holiday loadings. They prepare payroll for your accountant or KeyPay; an Australian payroll specialist signs off final pays.

Question 7

What about plan management and the 14-day invoice rule?

Accepted Answer

Your VA processes invoices, codes them to support categories, runs PRODA claims and chases providers who haven't billed. They monitor end-of-plan budgets and flag overspend risk early so participants don't run out mid-plan.

Question 8

Can they help with NDIS Commission audits?

Accepted Answer

Yes. Mid-term and registration audits both need a clean evidence trail. Your VA maintains the policy register, training matrix, worker screening tracker, incident register and complaints log so audit prep is days, not months.

Question 9

How do they handle participant privacy?

Accepted Answer

Same way your AU staff do. They work under your privacy policy, sign confidentiality agreements, access participant data only through your sanctioned systems, and never store anything locally. We can sign your BAA-equivalent agreement on request.

Question 10

How much does an NDIS VA cost?

Accepted Answer

Pricing depends on scope, hours and seniority. We share full pricing on a short discovery call once we understand your service mix and compliance load. All engagements are full-time, all-inclusive incl. GST (salary, workstation, internet, paid leave and your dedicated Australian account manager) with no agency cut on top.

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