FAQs

If your child is still seating in car seat/booster, you will need to provide our staff with a suitable, compliant car restraint. It is recommended that children under 16yrs old should travel in the back seats. Please refer to "Managing Additional Expenses" for further information.

We understand the importance of timely and transparent billing for our clients. Invoices for our services are typically sent out on a fortnightly basis, reflecting the hours worked by your support team and any additional costs incurred in the previous two weeks. In some instances (eg: if you are booking 10 or more hours per week) invoices may be issued weekly.

Unfortunately, MindSprout does not provide one-off or ad-hoc services. If you would like any of your existing team to work an additional shift from time to time, that's fine to liaise with them directly to see if they have availability to work a "flexible shift". Our approach is focused on building long-term, meaningful relationships with our clients to provide consistent and personalised support. We believe in the importance of continuity and stability in our services, which allows us to understand our clients' needs deeply and offer tailored solutions.

It is OK for you to arrange additional shifts with your MindSprout staff members, HOWEVER, they cannot simply "babysit" and get paid directly from you as this would be a breach of yours and the staffs' contract (also, insurances would not apply if our staff stepped outside of providing service through us). Any time MindSprout staff are providing support to clients we ensure that they are working towards the clients' NDIS goals. Whilst support may be required on occasion at different times to your usual bookings, we would never refer to this as "babysitting". Our approach is focused on building long-term, meaningful relationships with our clients to provide consistent and personalised support that meets the clients' needs. Please be aware that not all NDIS plans have funding available for support outside of standard weekday hours. If you do need clarification, please feel free to talk to us before organising with your support staff.

For our existing clients - absolutely! We understand the unique needs of each participant and also the importance of making the most of your NDIS plan review to ensure that your new plan aligns with current goals and individual circumstances. In compiling this review, we ask you to complete a short questionnaire to ensure that we are up to date with your current circumstances and goals. We also review past staff session notes to include any relevant information. For the preparation of a personalised service recommendations we charge 2hrs of the current weekday hourly rate. LINK TO SERVICE RECOMMENDATION REQUEST FORM NOT AN EXISTING CLIENT? Please contact us on 1800 003 391 or email enquiries@mindsprout.com.au to discuss your needs.

Please contact your staff member directly and try to give them as much notice as possible. Sessions cancelled (or reduced) within 24 hours of agreed start time will be invoiced to the client (for the entire booked session time) as we are required to pay our staff for late notice cancellations.