We are a registered NDIS provider — audited against the NDIS Practice Standards and Code of Conduct, so you can choose us with confidence.
Your goals become our purpose
At Capstone Care, we believe that every person deserves the opportunity to live a life filled with dignity, independence, choice, and meaningful connections. Whether you are taking your first steps into the NDIS, looking for the right support for yourself or a loved one, or planning for the future, we are here to walk alongside you every step of the way.
Because at Capstone Care, your goals become our purpose, your journey becomes our commitment, and your success becomes our greatest achievement.
What we do
Practical support for the life you want to live
We explain services in everyday language—not registration codes—so participants and families can quickly understand how we may help.
We listen to your goals, circumstances and preferences.
Service planning
We confirm suitability, funding, availability and safeguards.
Begin and review
Supports start with regular communication and review.
CALD communities
Culture and language matter
We recognise that disability services can be difficult to navigate when language, culture and unfamiliar systems create barriers. We work respectfully with participants, families and interpreters to make information clearer and supports more culturally responsive.
First Nations communities
Culturally safe, relationship-based support
We are committed to listening, building trust and working in ways that respect Aboriginal and Torres Strait Islander peoples, cultures, families, communities and connections to Country.
Why Capstone Care
Professional knowledge, grounded in lived experience
Capstone Care was shaped by people with lived experience and professionals who understand the NDIS from multiple perspectives—including Local Area Coordination, Support Coordination, Specialist Support Coordination, nursing, allied health and financial administration. That combination helps us look beyond individual tasks and understand the participant’s wider goals, relationships, culture, health needs and support environment.
Clear communication and transparent service agreements
Respect for choice, privacy, culture and identity
Workers matched to participant needs and preferences
Safe practice, documentation and continuous improvement
Collaboration with families, nominees and professionals—with consent
Support focused on meaningful, measurable outcomes
Frequently asked questions
Real questions. Clear answers.
NDIS services can feel complicated, especially when you are trying to solve an immediate problem. Start with the topic that best matches what you are dealing with right now.
Getting Started & Your NDIS Plan
I have an NDIS plan, but I do not know where to start. Can you help?
Yes. You do not need to understand every part of your plan before contacting us. We can begin with a plain-language conversation about your goals, what is working, what is difficult and the supports you are looking for. If you have Support Coordination funded, our coordinators can help you understand your plan, connect with suitable services and put supports in place. If you are contacting us about another Capstone Care service, we will explain what we can provide, what information we need and what the next steps are.
How do I know whether my NDIS funding can be used for a Capstone Care service?
NDIS plans are individual, so we do not assume that a service is funded simply because it appears on our website. Before services begin, we check the relevant support category, your goals, how your plan is managed and the proposed service arrangement. We will explain the cost and claiming arrangement clearly before you sign a service agreement. Where something is outside our role, we will tell you rather than promising that it can be claimed.
I am not sure which service I need. Can I still contact you?
Absolutely. You can tell us about the challenge rather than trying to choose an NDIS service name. For example: 'I need help getting out into the community', 'I cannot keep on top of household tasks', 'my plan is difficult to manage', or 'I need clinical support at home'. We can explain which Capstone Care service may fit and, where we are not the right provider, be transparent about that.
How quickly can Capstone Care start supporting me?
It depends on the service, your location, current capacity, worker or practitioner matching and whether we need additional assessments or clinical information. We do not promise an immediate start before understanding what is required. After your initial conversation or referral, we will tell you what needs to happen next and give you a realistic indication of availability.
Can you help if I am leaving hospital or my current supports have suddenly broken down?
Contact us as early as possible. We can review the referral, speak with the participant or authorised representative and clarify what support is needed, what funding is available and what risks must be addressed. Some services can start quickly, while others require assessments, clinical information, worker matching or additional safeguards. We will be clear about what we can and cannot put in place within the required timeframe.
Choosing & Receiving Support
I have had support workers who were not the right fit. How do you match workers?
A good match involves more than availability. We ask about your routines, communication style, interests, culture, language, support needs, preferred worker characteristics and any safety or competency requirements. We then consider worker skills, experience and availability. If a match is not working, we want you to tell us. We will discuss the concern respectfully and, where possible, explore a different arrangement.
Can I ask for a male or female support worker, or someone who understands my culture or language?
Yes. Tell us what is important to you. Preferences relating to gender, language, culture, communication style, religion, age or interests can affect whether a participant feels safe and comfortable. We cannot guarantee that every preference can always be met, but we treat these requests seriously and consider them when matching workers and planning services.
English is not my first language. How will you make sure I understand my services?
We use plain language and take time to explain information rather than relying on NDIS terminology. With your consent, we can work with family members, nominees, advocates or interpreters where appropriate. We also encourage you to ask questions before signing documents. Our goal is informed choice—not simply obtaining a signature.
Can my family, nominee or other people I trust be involved?
Yes, if that is what you want or if an authorised representative is responsible for relevant decisions. We can include family members, nominees, advocates and professionals in planning and reviews with appropriate consent. We also protect the participant's privacy and make sure the participant's own preferences and voice remain central wherever possible.
Can I choose what my support worker helps me with each day?
Your support should reflect the goals and activities agreed in your service arrangement, while still allowing reasonable flexibility for everyday life. We discuss what matters to you, the tasks you need help with, any risks and the outcomes you want to work toward. If your needs change significantly, we review the support plan rather than expecting you to continue with an arrangement that no longer fits.
I need personal care and I am worried about privacy and dignity. What should I expect?
Personal care should always be delivered respectfully. Before support begins, we discuss your preferred routines, communication needs, privacy, cultural considerations, assistance level and any relevant health or safety requirements. Workers are expected to seek consent, explain what they are doing, protect your privacy and support you to do as much as you can or want to do for yourself.
I have complex health needs. How do you make sure support is safe?
Complex and high-intensity supports require the right information, training, competency and clinical oversight. We assess the service before commencement, identify participant-specific requirements and clarify which tasks can be performed by support workers and which require a nurse or other qualified professional. Where relevant, we use care plans, escalation instructions, worker training and clinical review to support safe delivery.
Funding, Coordination & Plan Management
My funding is running out faster than I expected. What should I do?
Contact your Support Coordinator, Plan Manager or the NDIA as early as possible rather than waiting until the budget is exhausted. If Capstone Care is providing Support Coordination or Plan Management, we can help you review spending patterns, identify which supports are using the budget, discuss priorities and consider whether services need to be adjusted. We cannot create additional NDIS funding, but good monitoring can help you make informed decisions and identify concerns early.
What is the difference between Support Coordination and Specialist Support Coordination?
Support Coordination generally helps you understand and implement your plan, connect with providers, organise supports and build confidence coordinating services. Specialist Support Coordination is intended for more complex situations where significant barriers, risk, crisis or multiple service systems require a more intensive and specialised response. The support available to you depends on what is included in your NDIS plan.
What does Plan Management actually do for me?
Plan Management takes care of much of the financial administration associated with your NDIS plan. This can include checking and processing provider invoices, submitting claims, paying providers, tracking spending and providing budget information. You still make decisions about your supports and providers. Plan Management does not decide what goals you should have or control how you use your plan.
What will I know about costs before services start?
We discuss pricing, travel or transport arrangements, cancellation terms and the way services will be claimed before support begins. These details are documented in the service agreement or schedule of supports. If you are unsure about a charge or invoice, ask us to explain it. You should be able to understand what you are paying for and how it relates to the support provided.
I am considering Supported Independent Living. Does Capstone Care provide the house as well?
Capstone Care provides Supported Independent Living support, but we do not provide Specialist Disability Accommodation. SIL relates to the support a person receives with daily life in their home; it is separate from rent, ordinary living costs and the property itself. Before discussing a SIL arrangement, we look at your support needs, goals, funding, preferred living arrangement and whether we can safely and appropriately meet those needs.
Your Rights, Choice & Changing Providers
What happens if I am unhappy with a worker or with the service I receive?
Tell us. You can raise a concern, request a review or make a complaint without being treated unfairly for doing so. We will listen, document the issue, explain what happens next and work with you on an appropriate response. Depending on the situation, this may involve changing a worker, reviewing a support arrangement, investigating a concern or developing an improvement action.
Am I locked into Capstone Care once I sign a service agreement?
No. Choice and control includes the ability to change providers. Your service agreement will explain notice periods, cancellations and any other relevant conditions. We want participants to stay because the service is working for them, not because they feel unable to leave. If you decide to transition to another provider, we aim to support an orderly handover where appropriate and authorised.
Can I use different providers for different parts of my plan?
Yes. You do not have to receive all of your supports from one organisation. For example, you may choose Capstone Care for Support Coordination and use another provider for daily supports, or the other way around. Where Capstone Care provides more than one service to the same participant, we explain your options and manage potential conflicts of interest so that your choice remains central.
Let's talk about what good support looks like for you.
Our team will listen first, explain the next steps clearly and let you know whether we are the right provider for your needs.
