Last updated: December 23, 2025
For NDIS Participants & Families
Darwin, NT
We want our services to be clear, fair, and easy to understand.
This page explains how our bookings work and what we need from you.
When We Provide Services
- Our staff work Monday to Friday
- Service times are between 8:00am and 6:00pm
- The time we give you is an estimate, not an exact arrival time
Your Booking
- One-off bookings are confirmed after we send you a confirmation message
- Regular bookings (weekly or fortnightly) happen on the same day each time
- There are no lock-in contracts
Cancelling or Changing a Booking
We understand that plans change.
We need at least 1 business day’s notice if you want to:
- Cancel a service
- Change the day or time
- Pause your service
Important examples
- If your service is on Monday, tell us by Friday
- If your service is on Tuesday after a public holiday, also tell us by Friday
Late cancellations:
If you cancel too late, we may need to charge you for the full service. This is because staff have already been booked and must still be paid.
Reminder Messages
- We may send a reminder before your service
- This is just a reminder, not a guarantee
- Please keep your own reminder in your phone or calendar
Access to Your Home
To clean or support you, our staff must be able to get inside your home.
Please make sure:
- A key or lockbox code is ready
- Codes are correct and updated
- Someone is home if required
If staff have to wait, this time may be charged.
If staff cannot get inside, the service may be cancelled and a fee may apply.
Parking
Our staff carry heavy equipment.
We need:
- Two (2) free parking spaces
- Parking close to your home
If parking is paid:
- The cost will be added to your invoice
If we cannot park safely:
- The service may be cancelled
If Someone Is Sick
We care about your health and our staff’s safety.
Please tell us if:
- You or someone in the home has a cold, flu, gastro, or infectious illness
We can reschedule your service if you tell us early.
Late cancellations may still be charged.
NDIS Information
If your service is funded by the NDIS:
- We follow NDIS rules and price limits
- Short-notice cancellation fees are charged only if allowed by NDIS
- We invoice:
- Your plan manager, or
- The NDIA, or
- You (if self-managed)
Please make sure:
- Your funding is available
- Your plan details are correct
Who to Contact
- Please contact NK Support Services management
- Our staff cannot change bookings for you
Office hours:
Monday to Friday, 9:00am – 4:30pm
(We are closed on weekends and public holidays)
Problems or Complaints
If something is not right:
- Talk to us first — we want to fix it
- NDIS participants can also contact the NDIS Quality and Safeguards Commission
Our Promise
We will:
- Treat you with respect
- Explain things clearly
- Follow NDIS and Australian laws
- Support your safety and independence