Who can contact Ava Aid?
Participants, family members, carers, support coordinators and other referrers are welcome to get in touch. If you’re contacting us for someone else, please have their permission to share information.
Frequently asked questions
Questions about your support
It’s okay to ask questions. These answers cover the first steps — and you can always contact us to talk about your own circumstances.
Where do you provide support?
We welcome enquiries from Melbourne and across Victoria. Tell us your suburb and the support requested so we can discuss availability, worker suitability and travel before support is agreed.
How do I get started?
Call 0457 797 878, email contact@avaaid.com.au or use the enquiry form. A brief outline of your goals, location and preferred contact details is enough to start the conversation.
Do I need to know exactly which service I need?
No. Tell us what you would like help with or what you would like to achieve. We’ll talk through the relevant support areas and whether Ava Aid is a suitable fit.
Can someone join the conversation with me?
Yes. You can ask a family member, friend, carer, advocate or support coordinator to help you discuss your support. Let us know your communication preferences too.
Can my NDIS plan pay for support?
That depends on your plan, how the relevant funding is managed and the support requested. We’ll confirm the arrangements and applicable registration requirements before support begins.
How much will support cost?
We’ll discuss proposed rates, travel costs and other relevant terms before you decide to proceed. Costs and conditions will be set out in the agreed service arrangements.
Are group activities currently available?
Group and centre-based activities are a support area included on our Services page. Please contact us for current options, locations, schedules and availability.
What should I include in a referral?
With the person’s consent, share a brief outline of the support requested, their general location and your contact details. Please leave NDIS numbers, medical records and sensitive documents out of the initial enquiry.
How can I give feedback or make a complaint?
You can call or email Ava Aid, or visit the Feedback and Complaints page. You can involve someone you trust and contact the NDIS Commission independently.
Can I discuss who supports me?
Tell us the experience, communication style and personal preferences that matter to you. Ask how worker suitability and availability would be assessed before you decide. A particular worker or uninterrupted cover is not guaranteed by an enquiry.
What if a worker is unavailable?
Before agreeing support, ask who to contact, how you would be notified of changes and what alternative arrangements could be available. Make sure the actual arrangements are clear in your service agreement; do not assume replacement cover is automatic.
Is travel charged separately?
Ask which charges relate to the support worker travelling to you, which relate to a journey with you, and whether fares, parking or activity costs are additional. Request the applicable terms before agreeing support.
Can I request another way to communicate?
Yes. Tell us your preferred way to communicate, or ask someone you trust to help you enquire with your permission. Discuss the format or assistance you need so its availability can be confirmed.
Have another question?
We’re happy to talk it through with you.