Questions & answers
Frequently asked questions
Practical answers for participants, families and support coordinators about getting started, funding and where we work. Questions about a particular service are answered on that service's page.
Getting started
What to expect when you first contact us.
How do I get started with Yellowbird?
Call 0433 030 949, email info@yellowbird.au, use our contact page or send a referral. Tell us briefly what help you are looking for, where you live and how you expect to pay. We will contact you to talk it through, confirm whether the service is available for you, and explain costs before anything is booked.
Can I refer myself, or does it have to come from a professional?
You can refer yourself. Family members, carers, support coordinators, GPs and other health professionals can also refer, with the person's consent.
What information is useful to have ready?
Your contact details, the service you are interested in, your funding type (NDIS, Medicare, Home Care Package or private), and for NDIS participants the plan dates and how the plan is managed. Recent reports or letters help us understand what you need, but you do not need everything before you contact us.
Do you have a waitlist?
Psychology, behaviour support and Assistive Technology Advisor telehealth currently have no waitlist. Availability for face-to-face services and support work depends on the service and your location, so we confirm it when you enquire.
How is a first appointment decided — telehealth or face to face?
It depends on the service, where you live and what will work for you. Some appointments and assessments are better in person, and some people simply prefer it. We discuss suitability with you before booking rather than assuming telehealth will suit everyone.
Funding and costs
How services can be paid for. Your plan and circumstances decide what applies.
Do I need an NDIS plan?
Not for every service. Some services, such as psychology, can be paid privately, and you may be eligible for a Medicare rebate on psychology with a GP Mental Health Treatment Plan and referral. We also work with some people through Home Care Packages. Other supports, such as Supported Short Term Accommodation, are designed around NDIS funding.
Are you a registered NDIS provider?
Yes. Yellowbird Enterprises is registered with the NDIS Quality and Safeguards Commission, so we can support participants whose plans are agency-managed, plan-managed or self-managed.
Will my NDIS plan cover the service I want?
It depends on your plan. The NDIS funds supports that relate to your disability and meet its reasonable and necessary criteria, and each service is claimed from a particular budget. Your plan manager, support coordinator or LAC can help you check, and we are happy to talk it through. We do not promise that any particular support will be funded.
How do I find out what something will cost?
Our pricing page lists NDIS price-limited rates for many supports, and the support cost calculator can help you estimate. For your situation, we confirm a written quote or service agreement before supports begin.
Can I pay privately?
Yes, for many services, including allied health and second-hand equipment purchases. Ask us for current private fees for the service you are interested in.
Where we work
We are a regional NSW provider. Not every service is available in every region.
Where do you provide face-to-face services?
Mobile allied health and behaviour support covers MidCoast (including Stroud), Maitland, Dungog and Port Stephens LGAs, plus the Mid North Coast region. MidCoast is a council area; Mid North Coast is a broader region. Please enquire about your suburb and appointments. See service areas.
Which services are available by telehealth?
Psychology, behaviour support and our Assistive Technology Advisor are available by telehealth anywhere in Australia, currently with no waitlist. The Assistive Technology Advisor is telehealth only. For occupational therapy by telehealth, please enquire.
Where are support workers available?
Support work covers MidCoast, Maitland, Dungog and Port Stephens LGAs and the Mid North Coast region by arrangement. We will recruit your team or discuss welcoming your existing team. Start dates depend on recruitment, matching and your support needs — please enquire. See disability support.
I live outside these areas. Can you still help?
Possibly. Telehealth services are available Australia-wide, and you can buy second-hand equipment from us wherever delivery or pick-up can be arranged. For other services, contact us and we will tell you honestly whether we can help or suggest where to look.
For support coordinators and referrers
Making a referral that we can act on quickly.
How do I refer a participant?
Use the online referral form — the preferred pathway for allied health and behaviour support — or call 0433 030 949. See how to refer for the steps.
What should a referral include?
The participant's contact details and consent, the support requested, funding type and plan dates, how the plan is managed, the participant's location, any relevant reports, and anything we need to know to keep everyone safe, such as risks or restrictive practices currently in place.
Can you provide service agreements and reports for plan reviews?
Yes. We provide service agreements and documentation on request, and our clinicians write progress and assessment reports where these are part of the agreed support.
Transport, accommodation and equipment
Clear answers about what we do and do not offer.
Can I hire your wheelchair-accessible vehicle?
No. Our wheelchair-accessible vehicle is only used with a Yellowbird support worker who drives and provides your support. We do not offer dry hire, vehicle-only bookings or taxi-style rides. See social and community support.
Do you hire out equipment?
No. We sell quality-checked second-hand equipment only — no hire or rental. Browse the equipment catalogue.
How does Supported Short Term Accommodation booking work?
Send a booking request on the short term accommodation page. A request is not a confirmed booking — we contact you to discuss support needs and venue accessibility, then confirm availability and a written quote. Whether your NDIS plan can fund the stay depends on your plan.
Urgent help and feedback
Yellowbird is not a crisis service.
What should I do in an emergency?
If anyone is in immediate danger, call 000. For 24/7 crisis support you can call Lifeline on 13 11 14. Yellowbird cannot respond to emergencies and our phone and email are not monitored around the clock.
Who do I contact for non-urgent questions?
Call 0433 030 949 or email info@yellowbird.au. If you are already receiving support, you can also talk to your usual Yellowbird contact.
How do I give feedback or make a complaint?
You can use our feedback form or contact us directly. NDIS participants can also contact the NDIS Quality and Safeguards Commission.