Your Questions Answered
Click on the (arrow) symbol below to view the answers to some of our most asked questions.
About Sistability & Services
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Sistability offers NDIS Participants, and their families, a variety of domestic cleaning, housekeeping, gardening and lawn maintenance services to assist with keeping their homes and gardens well-maintained and safe.
Our services are customisable to match your requirements - ensuring your home and garden receive the care it deserves.
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Our office is located in the beautiful Northern Rivers.
You can find us at 2/118 Tamar Street, Ballina NSW 2478.
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Yes! Sistability is a proud registered NDIS service provider.
We provide services to all NDIS participants whether they are NDIA managed, plan managed or self-managed.
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If you are aged between 9 and 65, a local area coordinator (LAC) can help you to understand the NDIS, apply and connect with other government and community supports.
If you have a child younger than 9, an early childhood partner can provide supports to children before they apply, and let families know if the NDIS is right for their child.
To determine if you (or a family member) are eligible to receive NDIS funding, you can visit the NDIS website and complete their eligibility questionnaire.
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Sistability is proud to support NDIS Participants and their families in the maintenance of their homes and gardens. We do this by providing high-quality, professional support with cleaning, in-home laundry and garden maintenance.
For more information on the services available, check out this page.
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We have teams located in Sydney & the Northern Rivers and are looking forward to expanding our locations further afield.
Currently, we offer services throughout the Northern Rivers NSW including Ballina, Byron Bay, Brunswick Heads, Ocean Shores, Lennox Head, Alstonville, Goonellabah, Wollongbar, Lismore, Casino and beyond.
Our Sydney locations include the North Shore, Northern Beaches, Hills & Ryde Districts, North West, Western Suburbs, South and South East of Sydney.
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Yes. Our team members are fully insured with public and products liability insurance as well as workers compensation insurance.
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Absolutely they are! All Sistability staff are required to pass the NDIS Worker Screening Check before starting work with us.
The NDIS Worker Screening Check is an assessment of whether a person who works, or seeks to work, with people with disability poses a risk to them. The assessment determines whether a person is cleared or excluded from working in certain roles with people with disability.
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Yes. Our team members carry out training under the NDIS Worker Orientation module as well as additional online and face-to-face training for working safely with NDIS participants, cleaning supplies and in the homes of our clients.
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For our cleaning services, we do request that you (or your nominee) is home for the initial appointment so that you can let our team member/s know if there are any particular areas of the home or garden that you would like to prioritise, or that require special attention.
However, after your initial appointment, you do not need to be home during the service. Sistability does not hold keys. We encourage you to use a lockbox and provide our client care team with the code so that we can access your home while you are out, and leave the property secure when the team leaves.
Getting Started
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Simply complete our booking request form on our website. We’ll then be in touch with a Service Agreement based on your request for you to review and approve.
The Service Agreement outlines the service inclusions and costs.
Once you have approved the Service Agreement, we will then allocate and day, time and team for your service - ensuring that the appointment times suit you.
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Absolutely! We understand that some of our clients aren’t able to complete the booking process on their own so Participant Nominees can complete a quote or booking request on their behalf.
We can then work with you to get the service up and running for your loved one at a day/ time that best suits them.
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Of course! We want to make sure that you are happy with services and the team members providing you with the support and we are a good fit for each other.
If you would like to book a once-off deep or maintenance cleaning service, simply complete our booking form and let us know in the notes section available on the final page that you want to do an trial before committing to ongoing.
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Yes. Service Agreements are provided to all NDIS Participants, whether you are Self Managed, Plan Managed or NDIA Managed. Bookings can not be confirmed, and services not started, until a signed copy of the Service Agreement has been received by the Participant, the Participants Nominee or the Plan Manager.
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Yes. If you would like to change anything in your Service Agreement after it has been signed you will need to advise Sistability as soon as possible, in writing. Once these changes have been confirmed and agreed upon, these changes will override the signed Service Agreement.
Rescheduling & Cancellations
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Sistability understands that you may need to occasionally cancel a service. If you wish to cancel, change or reschedule a booking, no cancellation fee applies if more than 2 (business) days’ notice has been given.
If notice is received within 2 (business) days of the arranged service, the Participant/ Client will incur a fee.
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Yes, of course.
Just give us a call on 1300 131 096 or email us and we’ll do our best to get a new cleaner out to you as soon as possible.
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We will call, text or email you to let you know.
If required, we will do our best to send a replacement cleaner, or arrange another day at your convenience.
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Yes. Should you wish to end your Service Agreement earlier than the end date outlined in the Agreement, you can do so, however, you must give Sistability two (2) weeks notice, in writing to do so.
If Sistability or the Participant seriously breaches the Service Agreement the requirement of notice will be waived.
NDIS Funding & Management
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Domestic cleaning services fall under the NDIS Core Support Budget. The Registration Group Name is 'Household Tasks'. Support Item Name is 'House Cleaning and Other Household Activities' and the Line Item Number is 01_020_0120_1_1.
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Yes. We have a 2 hour minimum for all cleaning and laundry services.
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Yes. Please let us know if your NDIS Plan changes or if you stop using the NDIS, immediately.
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Invoices are sent to Self Managed participants only.
If you are Plan Managed or NDIA Managed you can request copies of invoices and payments (in the form of a statement) from Sistability at any time, however, we do not send these out without receiving a request from the Participant, Participant Nominee or Plan Manager.
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Services provided under the NDIS are GST-free.
Aged Care and Private Clients will be charged 10% GST on services provided as per the government regulations.
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Because our cleaners are employees and they cannot do their job in one location, we need to cover their costs between jobs - this includes the time it takes to drive to clients homes, plus petrol costs and wear and tear on their cars.
Travel fees are billable under NDIS plans and are charged at an hourly rate, plus $1.00 per km for mileage. We do our best to schedule jobs that are in the same area, on the same day, to reduce the cost to our clients for travel.
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Our regular maintenance cleaning service for NDIS Participants is charged at the standard NDIS hourly rate of $54.07 with a minimum service time of 2 hours.
For Deep Cleaning Services including our ‘Spring’ and ‘Specialised’ cleaning, please complete a quote request form with your individual requirements. A member of our client care team will then send through a personalised quote for you.
Services for NDIS participants fall under the Core Support, ‘Assistance with Daily Living’ (Support Category 1.01).
We have a minimum of 2 hours for any service provided to clients.
Domestic Cleaning Services
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Sistability provides regular (weekly, fortnightly and monthly) as well as one-off Deep ‘Spring’ or ‘Specialised’ cleaning services to suit your individual needs.
Our Regular Maintenance Cleaning service covers all areas of your home from dusting surfaces in your lounge room to cleaning your bathroom and laundry.
We also offer a range of optional extras and seasonal services including internal oven and fridge cleaning, dusting and wiping skirting boards, architraves, doors and frames, and internal and external window cleaning.
For a full list of our cleaning services, click here.
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Sistability supplies all cleaning products and tools required to carry out the job. However, if you would like Sistability to use your products, that’s not a problem either. Just let us know when you book your service so we can let the team know.
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Yes. Your recurring booking will include a regular day and time for the services to be carried out. However, while our team members will always try to arrive on time for your clean please allow a 30 minute window to take into account heavy traffic, road works or unforeseen circumstances.
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If you have a dog, which is not a service dog, we ask that you keep them restrained, outside or in a room that our team members will not be accessing, during the service, to avoid any unnecessary incidents.
While we love pets, our team members do not clean animal waste, litter trays or other pet areas.
If you do have a pet, please let us know when booking a service with us as indoor pets can effect cleaning times - especially dogs and cats that moult (shed fur).
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Seasonal services include tasks such as internal oven cleaning, internal fridge cleaning, washing walls and window cleaning. You can choose our recommended services or select your own when you request a quote or service booking.
These services are carried out periodically throughout a service period and require additional equipment and time to complete. Generally, we like to schedule seasonal services with standard maintenance appointments by simply adding more time to your regular booking. However, services such as external window cleaning may be provided on a different day / time to your regular appointment.
It is important to note that our seasonal services are billed as ‘full service items’ and not charged at an hourly rate. However, we will break the full service fee down into hourly rates for NDIS invoicing purposes.
If you would like to add seasonal services to your Service Agreement or you would like a seasonal service to be carried out on a particular day, simply contact our client care team with your request by emailing us or calling us on 1300 131 096 during business hours.
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Our experienced team of cleaners can change and wash your bed linen and bath towels as well as wash, iron and fold your clothes and other personal items, during their cleaning visit. For a full list of our in-home laundry services, click here.
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We generally provide in-home laundry services to our clients which means that you will need a washing machine, however, we know that some of our clients aren’t fortunate to have a washing machine and still need our help. Please contact our Client Care Team to discuss your needs further and we’ll do our best to work with you and a local laundry service to get your items laundered.
Garden Maintenance & Lawn Care Services
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We offer ongoing garden maintenance (from pruning overgrown branches or removing weeds), lawn care (mowing and edging) and garden clean up services to restore your outdoor space to create a welcoming environment for you to enjoy.
We recommend garden services to be carried out every 2 - 4 weeks depending on the time of year.
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If you have a dog we ask that you keep them restrained (or in the house) during the service, to avoid any unnecessary incidents.
While we love pets, our team members do not clean animal waste.
If you do have a dog, please let us know when you book your service.
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Our gardening services are weather-permitting.
If you have booked a lawn mowing service, the lawn will need to dry in order for us to cut it.
If we cannot service your garden due to the weather you will be notified via text message or phone and we will reschedule your appointment for another day (as soon as possible).
Feedback & Support
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We like to hear from our clients whether it’s positive or negative feedback so we can continue to perfect and improve our services in all areas that we work.
If you would like to provide feedback, you can do so by emailing us, phoning us on 1300 131 096, or by completing our feedback form.
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If you are not happy with the services provided by Sistability or one of our staff members, we would like to know about it so we can deal with the matter as soon as possible and improve how we provide services to our clients.
Complaints can be made anonymously if you prefer. All complaints will be reviewed and, where contact details have been provided, a response will be given within seven (7) days.
Complaints can be made by email, letter, phone, by completing our complaints form, or by filling out the complaints form. For details on our complaints process please call 1300 131 096.
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Great! We want to know what you think, and what your experiences have been
You can leave us an online review on Google, Facebook, Trustpilot and/or Clickability.