Stop Missing NDIS Referrals Because No One Answers the Phone

Yes. The intake flow is built around the fields your team actually needs: participant name and contact person, how the plan is managed (NDIA-managed, plan-managed or self-managed), the supports being sought, the relevant funding category, the suburb or region, and who is making the referral. If a coordinator offers an NDIS number or plan dates, the AI records them accurately, but it never demands information a caller is not ready to give. You review the summary format during setup and we adjust the questions until they match your intake form, so what arrives in your inbox is ready to action rather than a vague "someone called about services" note.

With patience, and with honesty about what it is. The AI speaks calmly, never rushes a caller, and never argues. If it detects distress it can offer to connect the caller to a person straight away and alert your on-call contact. It is also upfront about being an automated assistant if asked, because we do not pretend it is a human. One important limitation: it is not a crisis service and we do not position it as one. For calls that indicate immediate danger, you can configure it to advise contacting 000, and to pass on crisis support numbers such as Lifeline on 13 11 14, while simultaneously alerting your team.

Yes, and for most NDIS providers this is the feature that matters most. You define what counts as urgent: a support worker not arriving for a shift, a medication query, a safety concern at a SIL house, or anything else in your escalation policy. When the AI detects one of those triggers it immediately sends an SMS or places a call to your on-call person with the full context, so the caller never has to repeat their story. Everything else is logged as a normal message and delivered as a structured summary, which means your on-call staff stop being woken by routine enquiries that could have waited until morning.

Carefully, because disability services carry real privacy obligations. The AI only asks for the information you configure it to collect, and callers are never pressured to disclose a diagnosis, plan details, or anything else they would rather discuss with a person. Call recordings and transcripts are stored securely, retention periods are configurable, and the data is used solely to deliver your answering service, consistent with your obligations under the Privacy Act 1988 and the Australian Privacy Principles. You stay in control: during setup you decide what is asked, what is stored, and who on your team receives the summaries, and you can change any of it through the portal at any time.

Yes, and they are often the majority of new-business calls a provider receives. The AI recognises when the caller is a support coordinator, plan manager or LAC rather than a participant, and switches to the right flow: it can answer configured questions about your current capacity, service area and the participant groups you support, then capture the coordinator's name, organisation and callback number alongside the participant details they are authorised to share. That means a coordinator ringing five providers at 4:45pm on a Friday gets a useful answer from you instead of your voicemail, and your intake team starts Monday with a complete referral instead of a missed call.

It works especially well for independent support workers and small unregistered providers. When you are delivering supports all day, you physically cannot answer the phone, and every missed call is a participant or coordinator who may not try again. The AI gives you the front desk of a much larger organisation: calls answered professionally in your business name, referrals captured in full, and urgent issues flagged to you by SMS between shifts. Most sole traders run it in overflow mode, so your mobile rings first and the AI only picks up when you cannot. Pricing is a flat monthly fee, so it stays viable well below the cost of outsourcing to a staffed answering service.