Starting with a new disability support provider can feel like a lot of paperwork before you’ve even met anyone. With Maru Care, the NDIS referral process is simpler than most families expect. You reach out, we talk through your plan and your goals, and we match you with support workers who actually fit your life. No waiting rooms, no long forms before the first conversation. Just a phone call to start.
This guide walks you through every step, from your first message to us through to your first shift of 24/7 support.
What Is the NDIS Referral Process?
A referral is simply how you connect with a provider like Maru Care so we can start supporting you under your NDIS plan.
It can come from:
- You, directly (self-referral)
- A family member or carer
- Your NDIS support coordinator
- A hospital discharge planner or allied health professional
There’s no single “correct” way in. Most of the families we support just call us first, before any paperwork happens.
How to Apply for Disability Support Through Maru Care
Here’s what actually happens, step by step.
Step 1: You Reach Out
Call us, email us, or fill out the enquiry form on our website. Tell us a bit about your situation: who needs support, what kind of support, and roughly when you’d like it to start.
Who does what: We handle it. You don’t need your NDIS plan sitting in front of you for this first call.
Step 2: We Talk Through Your Plan and Your Goals
This is where we ask the questions that matter: what’s working in your current support, what isn’t, and what daily life actually looks like for you or your family member.
If you’ve got a support coordinator, we’ll loop them in. If you’re managing your plan yourself, we’ll walk you through what your funding covers.
Who does what: We do this together. We bring the NDIS knowledge, and you bring the detail only you know about your life.
Step 3: We Match You With the Right Support Workers
This is the part we take seriously. A rostered support worker who shows up on time but has no real connection to your routine isn’t much use at 2am.
We match based on your personality, your communication style, your home environment, and the actual tasks involved, not just a tick-box skills list.
Who does what: We handle it, with your input on who feels like the right fit.
Step 4: Your 24/7 Support Begins
Once everything’s confirmed, your 24/7 support intake starts with a planned handover. Your support workers meet you before their first solo shift, so day one doesn’t feel like a stranger walked in.
Who does what: We handle the rostering and training. You tell us if something feels off, and we adjust.
Want to know more about what round-the-clock care looks like day to day? See our 24/7 support services.
What Are the Requirements to Get NDIS Support?
To access NDIS funding in the first place (before you ever get to a provider like us), the NDIA generally looks at whether:
- You’re under 65 when you first apply
- You’re an Australian citizen, permanent resident, or hold a Protected Special Category Visa
- You live in Australia
- Your disability is permanent and significantly affects your ability to take part in everyday activities
If you’re not yet an NDIS participant, this is the part that happens before any referral to us. The NDIA aims to make an access decision within 21 days once it has all the information it needs, though it can take longer if they ask you for more details.
Once you have an approved plan, bringing Maru Care on board is far simpler. You need an active NDIS plan with funding in the relevant support categories, and a clear idea of what kind of support you’re after. For a plain-English breakdown, see our guide to NDIS eligibility basics.
Referral Procedures Explained
People often assume referrals have to go through a formal channel. They don’t.
Self-referral: You or your family contact us directly. This is the most common way people find Maru Care, and it’s completely valid.
Support coordinator referral: If you have support coordination funded in your plan, your coordinator can refer you and help manage the handover between providers.
Professional referral: Hospital discharge teams, occupational therapists, and GPs sometimes refer clients who need support set up quickly, particularly around a life transition like leaving hospital or moving into supported independent living.
None of these change what happens next. The referral just gets you in the door. From there, it’s the same conversation, the same matching, and the same intake.
What Is No Longer Covered by NDIS Funding?
This matters when you’re planning 24/7 support, because it affects your budget conversations early on.
Since October 2024, the NDIS has used official lists that spell out what is and isn’t an NDIS support. That made some long-standing grey areas much clearer. In general, NDIS funding does not cover:
- Everyday living costs like rent, groceries, or regular utility bills
- Costs already covered by Medicare or the public health system
- Holidays or general leisure travel
- Items or supports unrelated to your disability
What it does cover, when it’s reasonable and necessary, is support that helps you live more independently, including the kind of round-the-clock assistance we provide. If you’re unsure whether something sits inside or outside your plan, bring that question to your planning conversation with us.
Why Families Choose Maru Care for 24/7 Support
A lot of 24/7 support providers run on rosters and checklists. Honestly, so do we, because rosters matter. But what shapes the day-to-day is who’s actually in the room.
Our support workers come with real-life experience, not just a certificate and a shift pattern. We’ve sat with families through hospital discharges, through the awkward first weeks of supported independent living, and through the moments where a care plan says one thing and the person in front of you needs something else entirely.
That’s the piece most referral guides skip. The paperwork gets you connected. What happens after that is what actually matters to your daily life.
Frequently Asked Questions
What are referral procedures for NDIS support?
You, a family member, a support coordinator, or a health professional can refer you to a provider. There’s no single required pathway. Most people simply contact the provider directly.
What are the requirements to get NDIS?
You need to be under 65 when you apply, an Australian citizen or permanent resident (or hold a Protected Special Category Visa), live in Australia, and have a permanent disability that significantly affects your everyday activities.
How do support workers get matched with clients at Maru Care?
We match based on personality, communication style, and the specific tasks involved, not just a list of qualifications. You’re part of that conversation.
What is no longer covered by NDIS?
Everyday living costs like rent and groceries, anything already covered by Medicare, holidays, and anything unrelated to your disability are generally excluded from NDIS funding.
How long does the Maru Care referral process take from first contact to starting support?
It depends on your funding, your availability, and how quickly we can match the right support workers. We’ll give you a clearer timeline once we understand your situation.
Ready to Start?
The NDIS referral process shouldn’t feel like another hurdle on top of everything else you’re managing. With Maru Care, it starts with one conversation. From there, we do the work of turning your plan into support that actually shows up for you.
