Got Questions? We’ve Got Answers

General Questions

  • ViaCura Support is a disability support provider committed to delivering person-centered support that promotes independence, dignity, wellbeing, participation and community connection.

    We work alongside participants, families and carers to provide personalised and reliable support based on individual needs, goals and preferences.

  • “Your Path. Our Care.” reflects the way we approach support.

    We believe every person has their own goals, choices, preferences and aspirations. Our role is to walk alongside you, listen to what matters to you and provide support that respects your individual journey.

  • We support people with disability who are looking for assistance with everyday living, community participation, social connection, respite and appropriate disability and complex care support.

    Our services are tailored to each person’s individual needs, goals, preferences and circumstances.

  • We provide services across Australia.

    Please contact us to discuss your location and the support you are looking for.

Service Questions

  • We provide a range of person-centred support services, including:

    • Community & Social Support

    • Daily Living Support

    • Respite & Short-Term Support

    • Disability & Complex Care Support

    Depending on your individual needs and circumstances, our services may include community access, personal care, household assistance, meal preparation, shopping and errands, social activities, respite, medication support, continence care, diabetes support, pressure care and high-intensity support.

  • Your support should reflect your individual needs, goals and choices.

    We will take the time to understand what matters to you and discuss the services that may be appropriate for your circumstances and within our scope of support.

  • We aim to match you with a support worker who is appropriate for your needs, preferences and circumstances.

    We will discuss your preferences with you and consider factors such as compatibility, availability, experience and the type of support you require.

  • Yes. With your consent, we can work collaboratively with your family, carer, support coordinator or other people involved in your support.

    We value open communication and collaboration while ensuring your choices, privacy and right to make your own decisions remain central to your support.

  • Yes. We can provide support in your home where the requested support is within our service offering and appropriate for your individual needs and circumstances.

  • Yes. Our Community & Social Support can include assistance with community activities, appointments, shopping, recreation, hobbies, social activities and outings.

    Our goal is to help you stay connected, participate in your community and enjoy the things that matter to you.

NDIS & Funding Questions

  • Our services are primarily designed around NDIS-funded supports. Eligibility and funding arrangements vary between individuals.

    Please contact us to discuss your circumstances and the type of support you require.

  • Yes. We support self-managed NDIS participants where the requested support is within our service offering and applicable NDIS requirements.

  • Yes. We support plan-managed NDIS participants where the requested support is within our service offering and applicable NDIS requirements.

  • Pending registration confirmation

  • NDIS funding can only be used for supports that are permitted under your plan and applicable NDIS rules.

    We can discuss the support you are looking for and provide information about our services. However, you are responsible for ensuring that the support is appropriately funded and permitted under your NDIS plan.

  • Our pricing will be discussed with you before services commence and documented in your service agreement.

    Where applicable, our pricing will comply with relevant NDIS pricing requirements and applicable arrangements.

Starting with ViaCura Questions

  • Getting started is simple.

    You can contact us by phone, email or through our online enquiry form.

    We’ll have an initial conversation with you about your circumstances, support needs and goals.

    If we are able to provide the support you require, we’ll discuss the next steps with you.

    We look forward to learning how we can support you.

  • After you contact us, one of our team members will get in touch with you to discuss your enquiry.

    We’ll ask about the type of support you’re looking for, your preferences and any important information we need to understand your needs.

    We’ll then discuss the next steps with you and determine whether our services are suitable for your circumstances.

  • No. You can contact us directly to make an initial enquiry.

    You, your family member, carer, support coordinator or another person supporting you can contact us to discuss your support needs, with your consent where appropriate.

  • No. You don’t necessarily need a support coordinator to contact us.

    You can contact us directly to discuss your support needs.

    If you have a support coordinator, recovery coach, family member or another trusted person supporting you, we can work with them with your consent.

  • We recommend having a service agreement that clearly outlines the supports we will provide, costs, payment arrangements and how we will work together.

    We’ll discuss the agreement with you before your support begins so that you understand the services and arrangements we have agreed to.

Disability & Complex Care Questions

  • Disability & Complex Care Support provides personalised assistance for people who may have more complex disability-related support needs.

    Our approach is centered on promoting independence, dignity, wellbeing and participation while providing support that is appropriate to each person’s needs.

  • Depending on your individual needs and our approved scope of services, our support may include:

    • Medication support

    • Continence care

    • Diabetes support and management

    • Pressure care and management

    • High-intensity support

    We only provide supports that are within our approved scope, workforce capability, training and applicable requirements.

  • Where applicable, we may provide appropriate disability-related clinical or nursing support delivered by suitably qualified professionals.

    The availability of these services will depend on your individual needs, our scope of services, clinical governance arrangements and applicable requirements.

  • Medication support may be available depending on your individual needs, care arrangements and applicable requirements.

    Our workers only provide medication-related support where they are appropriately trained and authorised and where the support is within their scope and our procedures.

  • High-intensity support may be available for participants with more complex support needs.

    We only provide high-intensity supports where we have the appropriate registration, trained and competent workers, clinical governance and capability to safely meet your support needs.

Respite & Short Term Questions

  • Respite support provides assistance to a participant while giving family members or carers an opportunity to rest, attend to other responsibilities or recharge.

    Our respite support is designed to provide meaningful experiences for participants while giving families and carers greater flexibility and peace of mind.

  • Depending on your individual needs and agreed arrangements, our short-term support may include assistance with daily activities, community participation, outings, in-home support or overnight support.

  • Yes. In-home respite may be available depending on your individual needs, funding and agreed support arrangements.

    We’ll discuss your requirements with you to determine whether we can provide the appropriate support.

Safety, Quality & Rights

  • We respect your privacy and handle your personal information in accordance with applicable privacy requirements and our Privacy Policy.

    We only collect, use and disclose personal information for appropriate purposes and in accordance with our obligations.

  • We want you to feel comfortable telling us when something isn’t right.

    You can provide feedback, raise a concern or make a complaint directly to us.

    We will listen to your concerns, take them seriously and work with you to address them appropriately.

    You have the right to provide feedback or make a complaint without being treated unfairly because you have raised a concern.

  • Yes. You can choose to change providers if your current provider is not meeting your needs or if another provider is more suitable for you, subject to any applicable arrangements or notice requirements.

    If you are considering changing providers, we can discuss how our services may be able to support you.

  • You can talk to us about changing or ending your support arrangements.

    Depending on your circumstances and service agreement, notice requirements may apply.

    We’ll work with you to understand your needs and discuss the appropriate next steps.