The questions families ask us most
Straight answers about how we work, plus links to things we think are genuinely useful for families.
Are you taking new participants right now?
Yes. We have capacity across Sydney at the moment. Send an enquiry below and we’ll be back to you as soon as possible.
How are support workers matched with participants?
We carefully match support workers with participants based on personality, skills, interests and individual goals. We take the time to understand each person's needs to ensure a strong connection, consistency, and a positive, meaningful support experience.
What if the worker isn't the right fit?
Tell us and we'll change it. You won't need to justify it, and it won't be awkward. Getting the match right sometimes takes a couple of goes.
How does Waves keep participants safe?
We start with onboarding forms, where any known risks, behaviours and support needs are documented for staff awareness. From there we complete detailed risk assessments for all activities and environments; considering parking, venue safety, and any additional support needs or medical conditions, including epilepsy and genetic disorders. That lets us make informed, safe decisions and provide support that is responsive, prepared and individualised.
Who pays for activity costs?
Activity costs are covered by the participant. Where possible we recommend holding a valid NSW Companion Card, which lets a support person enter participating venues at no cost when attending with the cardholder; it meaningfully reduces the cost of getting out into the community.
We're NDIA-managed. Can we still use you?
Yes. We’re a registered NDIS provider, so we can support NDIA-managed participants as well as plan-managed and self-managed ones. All three are welcome.
How fast can support actually start?
Usually two to three weeks from the meet and greet ... enough time to get the paperwork done and match the right worker, without dragging it out.
My child has behaviours of concern. Will you say no?
No. Our workers are trained for it, risks and behaviours are documented at onboarding so every worker knows them, and we work alongside your therapists. It's the reason a lot of families come to us.
How do I get a Companion Card?
Apply online through Service NSW. Once you're approved, a support person gets into participating venues at no cost when they're with you. More helpful links are on our resources.
What is mandatory reporting?
It's the legal duty every one of our workers has to report suspected or actual abuse, neglect or exploitation of someone in care. It isn't optional, and it isn't about blame: it exists so a participant's safety always comes first.
What do you charge?
We charge in line with the current NDIS Pricing Arrangements and Price Limits, the same rate every registered provider works to. Nothing added on top.
Can’t see your question? Just ask us.
Ask us a questionUseful things, all in one place
The links we find ourselves sending families again and again. We’re not affiliated with any of them, we just think they’re worth knowing about. Details change, so check with the venue before you go.
Getting the support you're entitled to
The official places to start, and to go if something isn't right.
NSW Companion Card
Free entry for a support person at participating venues and events. For people with significant, permanent disability who need attendant care to take part in community activities.
(opens in a new tab)NDIS
The official NDIS website: how the scheme works, plans, and pricing arrangements.
(opens in a new tab)NDIS Quality and Safeguards Commission
The regulator for NDIS providers. You can contact them about the quality or safety of supports, and you don't have to come to us first.
(opens in a new tab)Looking after you, too
Caring is a lot. There is free support for the people doing it.
Places and sessions that are easier on the senses
A starting point for outings that suit autistic people and anyone who finds busy, loud places hard. Sessions and details change, so always check with the venue before you go.
Aspect: autism-friendly guide and events calendar
Autism Spectrum Australia lists autism-friendly places and events, with a calendar you can browse.
(opens in a new tab)HOYTS sensory screenings
Movies with the house lights kept on, the volume lowered and doors opened early so there's time to settle in. They run once a month on a Saturday, and which cinemas and weeks varies.
(opens in a new tab)Event Cinemas sensory-friendly films
Sensory-friendly films for families living with autism and other sensory needs, at select locations.
(opens in a new tab)Sydney Opera House relaxed performances
Performances with adjusted sound and lighting, an open-door policy so you can come and go, a quiet space in the foyer, and a social story to read beforehand.
(opens in a new tab)Taronga Zoo accessibility
A visual story, made with Autism Spectrum Australia, to help you prepare for the day, plus accessible amenities and wheelchair access.
(opens in a new tab)Facilities, when you're out and about
Knowing where the right toilet is makes a big difference to whether a day out works.
Changing Places finder
Fully equipped accessible bathrooms for people with disabilities and high support needs. The finder shows where they are across Australia.
(opens in a new tab)Master Locksmiths Access Key (MLAK)
A key that opens many locked accessible toilets, including some council facilities and Changing Places. You'll need to confirm you're eligible before you can buy one.
(opens in a new tab)National Public Toilet Map
Search public toilets across Australia and set your preferences to find accessible ones.
(opens in a new tab)Know a place that should be on here?
A quiet cafe, a beach that works, a venue that got it right. Tell us and we’ll check it and add it.