Questions answered

NDIS Support Coordination (Level 2 — Coordination of Supports) is a funded capacity-building support that helps you implement your NDIS plan. A Support Coordinator works with you to connect with providers, navigate the NDIS system on your behalf, monitor your plan budget, resolve service gaps, and help you prepare for plan reviews. The goal is to build your confidence and capacity to direct your own supports over time.

Level 1 — Support Connection is lighter touch, focused on helping you find and connect with providers. Level 2 — Coordination of Supports (what Xyston provides) is more comprehensive: we actively manage your support network, monitor your budget, attend meetings, and advocate for you. Level 3 — Specialist Support Coordination is for people with highly complex needs requiring a coordinator with specialist clinical or legal expertise, usually funded for time-limited periods.

Xyston currently provides Level 2 — Coordination of Supports (item code 07_002). If you require Level 3 Specialist Support Coordination, we can assist you in identifying an appropriate specialist provider through our local provider network.

Xyston is specifically a Support Coordination provider — we coordinate and connect, but we do not directly deliver personal care, therapy, or other supports. We work alongside your other providers to ensure everything is running effectively.

Support Coordination must be funded in your NDIS plan under Capacity Building to access it. Not every participant has Support Coordination funding — it's allocated based on your circumstances, goals, and complexity of support needs. If you're unsure whether you have Support Coordination funding, check your plan document or contact the NDIA on 1800 800 110.

No. Your plan just needs to have Support Coordination funding. You choose which registered provider you work with — you're not locked in to a specific provider named in your plan. You have the right to choose and change providers.

Yes. Xyston can work with participants who are agency-managed, plan-managed, or self-managed, provided Support Coordination is funded in your plan. The way invoices are processed differs between management types, but your coordinator experience is the same.

Yes. If you hold a guardianship order, financial administration order, or enduring power of attorney for an NDIS participant, you can refer and engage on their behalf. Please indicate your authority type when completing the referral form and we'll work within the appropriate framework.

No. Support Coordination is funded through your NDIS plan under Capacity Building — Support Coordination (item code 07_002). There is no out-of-pocket cost to you. The cost comes from your plan's allocated Support Coordination budget, not from your Core Supports or your own pocket.

Support Coordination funding sits in its own budget category (Capacity Building). Using your Support Coordination budget does not reduce your Core Supports or other capacity-building funds. Each category is separate.

Xyston charges in line with the NDIS Pricing Arrangements and Price Limits (the annual NDIS Price Guide). We bill against the Support Coordination budget in your plan at the applicable rate for Level 2 — Coordination of Supports (07_002). Your plan manager or the NDIA (if agency-managed) processes our claims.

Your coordinator will monitor your budget and alert you well before it's exhausted. If it looks like funding will run short, your coordinator can help you request a plan review or adjustment. Running out of Support Coordination budget before your plan end date is a legitimate trigger for a plan review.

The fastest way is to complete our online referral form at xyston.com.au/referrals/form. You can also call us on 0416 444 744 or email admin@xyston.com.au. We review referrals within one business day and will reach out to the participant to confirm they'd like to proceed.

Absolutely. We accept referrals from any professional supporting a participant: GPs, occupational therapists, physiotherapists, social workers, NDIS planners, LACs, hospital discharge teams, and community organisations. See our For Professionals page for more detail.

Once a referral is received and accepted, we aim to make initial contact within 24–48 hours. The service agreement is usually completed within one to two weeks. From that point, your coordinator begins active coordination immediately.

Your first meeting is an introductory conversation — getting to know you, understanding your goals and situation, reviewing your current NDIS plan, and identifying immediate priorities. It's relaxed, not a formal assessment. You set the pace.

This is agreed in your service agreement and depends on your needs. Some participants prefer weekly contact, others monthly. Your coordinator proactively reaches out when something requires attention — a budget threshold, an approaching plan expiry, or a provider issue. You're never waiting to hear from us.

Yes. You can change providers at any time. Your service agreement will specify a notice period (typically two to four weeks). If you'd like to move to Xyston from another provider, we can help manage that transition.

Xyston primarily serves the Perth metropolitan area and surrounding suburbs. If you're in regional WA, contact us to discuss whether we can support you — it depends on your location and specific circumstances.

Yes. Xyston handles all participant information in accordance with the Privacy Act 1988 and the NDIS Quality and Safeguards Commission's requirements. We only share information with your consent, or where required by law. See our Privacy Policy for full details.