Frequently Asked Questions

Yes. Metier Health is a registered NDIS provider offering a range of disability and community-based supports. Our experienced team provides personalised, respectful and reliable services based on each participant’s needs, preferences and goals.

Our services include:

• Supported Independent Living (SIL)
• Short-Term Accommodation and respite
• Community participation
• Assistance with daily personal activities
• Household tasks and daily living support
• Community nursing care
• Behaviour support services
• Development of daily living and life skills
• Assistance with travel and transport
• High-intensity and complex care supports

Service availability may vary depending on your location and funding.

Metier Health provides services across Melbourne metropolitan and regional Victoria, the Limestone Coast region of South Australia—including Mount Gambier and Millicent—and selected areas of New South Wales. Please contact our team to confirm service availability in your area.

You can contact us directly or ask your support coordinator, plan manager, family member or nominee to make a referral. Our team will arrange an initial discussion to understand your needs, goals, funding, preferred schedule and the type of support you require.

We may request:

• Your contact and personal details
• A copy of your NDIS plan or relevant funding information
• Your NDIS number and plan dates
• Plan-management details
• Information about your disability and support needs
• Relevant health, medication, behaviour or risk-management plans
• Emergency-contact and nominee details
• Your preferred days and times for support

We only request information necessary to assess and safely deliver your services.

Yes. Before regular services commence, Metier Health will prepare a service agreement outlining the agreed supports, schedule, responsibilities, pricing, cancellation terms and other relevant conditions. You will have an opportunity to review the agreement, ask questions and request clarification before signing it.

Yes. Our team includes experienced disability support workers, registered nurses and other qualified professionals. We can support participants with complex health needs, high-intensity support requirements and behaviours of concern.

Before services commence, we complete relevant assessments and ensure appropriate care plans, training, staffing and risk-management strategies are in place.

We make every reasonable effort to match participants with suitable support workers based on their preferences, support needs, personality, cultural background, language, interests and availability.

Participant choice and control are important to us. If a support-worker match is not suitable, you can discuss your concerns with our team so we can review the arrangement.

We work with you and, where appropriate, your family, nominee, support coordinator and allied-health professionals. Your support plan is developed around your individual goals, routines, abilities, preferences, communication needs and identified risks.

The plan is reviewed regularly and updated when your needs, circumstances or NDIS goals change.

Yes. Metier Health is registered to support participants whose approved behaviour support plans include regulated restrictive practices in Victoria and South Australia.

Any restrictive practice must be properly authorised, included in an NDIS behaviour support plan and used only as a last resort to prevent harm. Metier Health has appointed Authorised Program Officers (APOs) to oversee the relevant Victorian authorisation process. We follow the applicable state requirements and NDIS Commission reporting obligations in both Victoria and South Australia.

Our priority is to protect each participant’s rights, dignity and safety while actively working with behaviour support practitioners and other stakeholders to reduce and eliminate the use of restrictive practices wherever possible.

Before or shortly after services commence, depending on the urgency and type of support, we complete relevant assessments. These may include home risk assessments, emergency and disaster planning, participant risk assessments, transport assessments and behaviour-related risk assessments.

Staff receive information and training relevant to each participant’s needs. We also monitor progress notes, incidents, medication documentation, care plans and service delivery as part of our quality and safety processes.

Please contact our team as early as possible. We will review the requested changes, your available NDIS funding, the terms of your service agreement and staff availability.

If the changes are ongoing, we may update your service schedule, support plan or service agreement. We can also work with your support coordinator, nominee or plan manager when required.

Please notify Metier Health as early as possible if you need to cancel or change a scheduled service. Cancellation charges may apply in accordance with your service agreement and the current NDIS Pricing Arrangements and Price Limits.

Our team will explain the applicable cancellation conditions before services commence.

Services are invoiced according to your service agreement, the supports delivered and the applicable NDIS pricing arrangements. Depending on how your plan is managed, invoices may be submitted to the NDIA, your plan manager or directly to you.

You can contact our accounts team if you have any questions about an invoice.

Yes. Our staff complete progress notes and other required records following each service. These records help us monitor service delivery, progress towards your goals, changes in your needs and any concerns requiring follow-up.

All records are maintained in accordance with privacy, confidentiality and record-keeping requirements.

Please immediately notify the staff member supporting you or contact Metier Health. Our team will take appropriate action to protect your safety and wellbeing, document the incident, notify relevant people and complete any required investigation or reporting.

Serious or reportable incidents will be managed in accordance with NDIS requirements and Metier Health’s incident-management procedures.

You can provide feedback or make a complaint by speaking with a staff member, contacting the Metier Health office, emailing us or completing our feedback and complaints form.

All complaints are taken seriously and managed respectfully and confidentially. Making a complaint will not negatively affect the services you receive. You may also ask a family member, advocate, nominee or independent person to assist you.

We collect, use and store personal information only for legitimate service-delivery, safety, administrative and legal purposes. Information is shared only with your consent or where disclosure is required or permitted by law.

You can ask us how your information is being used and request access to your records, subject to applicable requirements.

Yes. With your consent, we can work collaboratively with your family, nominee, support coordinator, plan manager, behaviour support practitioner, allied-health professionals, medical team and other service providers.

This helps maintain clear communication and ensures your supports are coordinated around your needs and goals.

You can contact Metier Health to discuss your support needs, make a referral or arrange an initial consultation.

Phone: 1800 METIER (1800 638 437)

Website: Contact us through the Metier Health website enquiry form

Or walk on to one of our offices.

Our team will respond to your enquiry and guide you through the next steps.