Frequently asked questions

Yes. A single shift can hold several participants and several workers at a 1:2, 1:3 or other ratio. Each participant is billed their share at the correct support item, and the shift appears once on each worker’s roster.

They are their own shift types. A sleepover carries the sleepover allowance for the worker and the matching billing for the participant, and any active time the worker records overnight is paid and claimed on top.

The coordinator records the cancellation, the reason and when notice was given. Whether it can be billed is worked out against the current NDIS Pricing Schedule rules, and the worker’s pay follows your award and policy settings.

Workers can accept broadcast open shifts they are eligible for, and offer or swap their own shifts. You choose whether acceptances and swaps need coordinator approval.

Yes. The app runs on iOS and Android, and participant information is kept inside the app rather than in the phone’s photos or messages. Access ends as soon as a worker is deactivated.

The check-in is still recorded, but it is flagged as outside the geofence and the worker is asked for a reason. The coordinator sees the exception when approving the timesheet.

The app needs a mobile or Wi-Fi connection to sync. Support for patchy signal is coming soon: the day’s shifts and check-in and check-out will keep working without coverage, notes will save as drafts on the phone, and everything syncs when the connection returns.

Xero Payroll, MYOB and Employment Hero (formerly KeyPay). Pay items are mapped once in setup, and each approved pay period exports with those mappings.

Pay rates and rule settings are held in configuration that your payroll team controls. We publish updated defaults when the award changes, and you approve them before they apply.

Yes. A missed check-out is flagged as an exception, and the approver can accept the rostered time or enter the actual time, with the change recorded.

Yes. The roster of care is priced at the current price limits for each support item and split by resident, giving you a quote you can export for submission and turn into a service agreement.

You can record SDA tenancy, design category and dwelling details alongside SIL supports for the same house, and track MTA and STA stays separately.

Access is set by house, so a house manager or team leader sees the residents, roster and records for their homes only, while operations leads see across houses.

Yes. Participants, contacts and plan details can be imported from a spreadsheet during setup, and our team helps map fields from your current system.

Access is role-based. Workers see what they need for their shifts, and sensitive documents can be restricted to named roles. Every view and change is logged.

Yes. Private and other funded clients use the same record, with the funding source set on their plan budget instead of an NDIS plan.

Yes. Funding management type is set per participant or support category. NDIA-managed supports are claimed through the bulk payment request file, and plan-managed and self-managed supports are invoiced to the plan manager or participant.

Yes. Each participant can have several funding sources with their own budgets and rates. Support at Home funding for aged care is coming soon.

Prices are set by the NDIS Pricing Schedule and Support Catalogue, reviewed through the NDIA’s Annual Pricing Review, with mid-year changes such as the increases from 1 December 2026. Updated price limits are loaded into CompanionAxis, and forecasts and quotes use the new rates from their effective date.

Each care plan goal is linked to one of the participant’s NDIS plan goals. That keeps your supports and your evidence aligned with what the participant’s plan funds.

Yes. Each care plan can have a participant-friendly version in plain language, which can be printed or shared and signed electronically.

You set the review schedule per participant or plan type. Reminders go to the responsible team leader, and reviews are also prompted when a participant’s needs or NDIS plan change.

The portal is in development. Join early access to be told when it opens and to help shape it.

No. Participants and families will never pay for CompanionAxis, and there are no per-participant fees.

The participant, or their nominee or guardian, will decide what each person can see, and your team will set it up in the portal settings. Access will be able to be changed or withdrawn at any time.

Yes. Templates are set per service type, each with its own sections and mandatory fields, and the right template opens automatically for the shift the worker is on.

Before review, the worker can correct it. Once approved it is locked; any amendment is recorded as a new version with the author, time and reason, and the original stays in history.

You can share plain-English summaries with participants, nominees and guardians today. Direct access through the participant and family portal is coming soon.

No. Axis AI is coming soon and is designed to check a worker’s own draft for missing detail and clarity, not to write the note for them. The worker remains the author.

Your team enters medications from the prescriber’s or pharmacy chart and attaches the chart to the participant record. A second person can check the entry before it goes live.

They can see the eMAR but cannot sign for a dose. The team leader is alerted so a competent worker can administer, and the gap is visible in your credential reports.

Yes. Medications supplied in Webster-paks or other blister packs are recorded by pack and slot, and workers sign for the slot they give.

Yes. Invite practitioners with access scoped to the participants they work with, so they can upload plans and review behaviour and use data without seeing the rest of your organisation.

It compiles the use data by participant and practice so your team can review it and submit it to the NDIS Commission through the Commission’s portal.

Reminders go out ahead of expiry. Once expired, the practice is marked unauthorised, and any recorded use from then on is flagged as a potential reportable incident.

Yes. Safe ranges are set per participant and per chart by a nurse or authorised clinician, and alerts go to the people you choose for that participant or house.

No. Workers can record charts and observations without a nurse on staff. Where you do have nurses, they get a review view across their participants and can manage plans and thresholds.

You can share chart reports with GPs, speech pathologists and other allied health. Shared access for external clinicians on the participant record is part of the connected care network.

It prepares the notification from the incident record and tracks the deadline. Your team reviews it and lodges it through the NDIS Commission’s portal, then records the lodgement in CompanionAxis.

Yes. Workers report what happened and the team leader or quality team classifies it, including near misses. It is better to report and triage than to miss one.

Complaints and feedback have their own register with acknowledgement and resolution tracking. A complaint can be linked to a related incident where both apply.

Yes. Set your registration type and the self-assessment shows the Practice Standards that apply, with an evidence pack prepared for that audit.

Yes. Upload your current policies and procedures, set owners and review dates, and publish them to staff for acknowledgement.

Administrators and the roles you choose. The log records every view, change and export with the user and time, and cannot be edited.

Yes. Build them in the form builder with the same sections and fields, add required items and signature blocks, and publish them to the right roles.

Each signature is recorded with the signer, time and a locked copy of the document. Check with your own legal adviser for any agreement with specific signing requirements.

Yes. Send the form to the participant’s nominee or guardian, or have them sign in person, and the signer’s role is recorded on the form.

Each NDIS Pricing Schedule and Support Catalogue is loaded as a separate version with its start date, whether it comes from the Annual Pricing Review on 1 July or a mid-year change such as the 1 December 2026 increases linked to SCHADS wage rises. Shifts are priced by service date, so back-dated invoices stay correct.

From 1 January 2027, unregistered providers have lower price limits for Social, Community and Civic Participation supports. CompanionAxis checks each line against the limit that applies to your registration status on the date of service.

Yes. The funding source on the participant’s plan decides where the invoice goes: plan-managed invoices are emailed to the plan manager, self-managed invoices to the participant or nominee, and NDIA-managed lines go to the bulk claim.

Xero, MYOB and QuickBooks. Invoices, customers and payments sync across so your accounts reflect what was billed in CompanionAxis.

Yes, at launch. CompanionAxis creates the bulk payment request file and you upload it through the my NDIS provider portal using your PRODA login, then import the results back. Direct API claiming through the NDIA Digital Partnership Programme is coming soon.

That the date of service falls within the participant’s current plan, that the support category has enough budget left, that the support item is valid in the Support Catalogue on that date, and that the price is within the price limit for that date and your registration status.

They move to a rework queue with the reason from the claim results. Once corrected, they are included in the next batch, and the history of each attempt is kept.

Those participants are invoiced rather than claimed: plan-managed invoices go to the plan manager and self-managed invoices go to the participant or nominee. The bulk claim covers NDIA-managed funding only.

Yes. Lay out the home’s week with shared and individual hours, ratios, sleepovers and active nights, and CompanionAxis prices each participant’s share from the Pricing Schedule version you choose.

Each quote records the Pricing Schedule version it used. You can reprice open quotes and agreements against the new version, and the previous version is kept.

Yes. Agreements are sent for e-signature to the participant, nominee or guardian, with reminders, and the signed copy is stored on their record.

The schedule of supports sets the support items, quantities and rates that rostering and invoicing work from, and lines outside the agreement are flagged before they are invoiced.

Not yet. Plan management is in active development and early access is open. At launch, CompanionAxis invoices plan managers on behalf of providers; tools for plan managers themselves are coming soon.

It is being designed for plan managers operating under the NDIA’s plan management provider panel, which started on 1 October 2026. Panel requirements will shape the validation, claiming and reporting tools before release.

Yes. Invoices emailed or uploaded to the inbox will be read by OCR, and the extracted lines will be shown beside the original for review before validation.

Yes. Participants and nominees will receive monthly statements and be able to see budgets, invoices and payments in the participant portal.

Yes. The onboarding pack is sent as a link and works on any phone. Workers enter their details, sign documents and upload credentials without paper forms.

Yes. You choose which credentials and induction items are required, and a worker can’t be rostered until they are complete and current.

Yes. The certificate is uploaded during onboarding and kept on the worker’s record, ready for your Practice Standards audit.

NDIS Worker Screening Check, WWCC, police checks, first aid and CPR, manual handling, medication competency, driver licence and car insurance, and visa and right to work, plus any other credential you define.

Not at launch. Today the clearance number, state and expiry are recorded from the worker’s document and reviewed by a manager. Direct verification with the screening database is coming soon.

Yes. You set the credentials each role and shift type requires, and workers missing one are blocked from those shifts until it is current.

Yes. Spend against each plan budget by support category, with projected spend to the plan end date, so coordinators can act before a budget runs out.

By comparing the worker’s pay cost for the shift, including SCHADS penalties, allowances and travel, with the price billed for it under the NDIS Pricing Schedule.

Yes. Any report can be scheduled to arrive by email daily, weekly or monthly, and exported to Excel or PDF.

As current as the record. Reports are generated when you open them, from the same shifts, invoices and incidents your team is working on.

Workers using the support worker app receive push notifications. Those who aren’t in the app can be reached by SMS.

Yes. Broadcast to every worker in a team, region or SIL house in one step, with read receipts for each worker.

Yes. Participants, nominees and families can be notified which worker is coming and when, and when a visit is changed or cancelled.

Yes. Invite them with their own login and choose which parts of the participant’s record they can see. You can change or remove their access at any time.

You record the participant’s or nominee’s consent for each person and each part of the record shared. Access follows that consent, and every view is logged.

No. Participants, families and the participant’s wider team are never charged.

It is in development. Until then you can share updates and reports with families and nominees from the record.

It is in development. Book a demo to see where it is today and to join early access when it opens to providers.

No. Customer data will never be used for training, and the models will run in Australian-hosted infrastructure.

No. It prepares and flags. A person with the right role reviews and approves every note, notification and claim.

In Australian data centres. Backups are also kept in Australia.

Our implementation team configures regions, branches, houses and cost centres with you, migrates your data and supports go-live.

Yes. Workers can be approved for more than one site, and the roster shows their hours across all of them.

Today it builds the bulk payment request file for you to upload in the my NDIS provider portal, and imports the remittance. Direct claiming through NDIA APIs, via the NDIA Digital Partnership Program, is coming soon.

Xero, MYOB and QuickBooks. Invoices, contacts and payments sync, mapped to your accounts.

Employment Hero (KeyPay), Xero Payroll and MYOB. Approved hours, allowances and travel are mapped to your pay items.

Tell us what you use. Customer requests shape which integrations we build next.

In Australian data centres, including backups.

Not yet. Both are in progress. We will publish certificates on our Trust page once they are issued, and we can answer your security questionnaire in the meantime.

Yes. We complete vendor security questionnaires and support privacy impact assessments during evaluation.

You set the ratio for each shift or period in the Roster of Care. CompanionAxis divides the delivered hours across the residents present and builds a claim line for each participant at the ratio’s price limit in the current NDIS Pricing Schedule.

Yes. From 1 July 2026 SIL providers must be registered with the NDIS Commission. The compliance hub maps your evidence to the Practice Standards that apply, including the SIL standards, so you can prepare for audit from the records you already keep. Registration and audit remain your own.

Yes. Sleepovers and active nights are separate shift types, disturbance time is recorded on the shift, and timesheets apply your SCHADS rules before payroll export.

Yes. In-home and community providers can start a 14-day free trial with no credit card, import participants and workers, and roster the first week themselves. We help with data migration on paid plans.

Travel time, kilometres and cancellations are recorded against the visit. CompanionAxis adds the matching support items when they meet the current NDIS Pricing Schedule rules, and you can review every line before the claim file is built.

From 1 January 2027, unregistered providers have lower price limits for Social, Community and Civic Participation supports. CompanionAxis applies the price limit that matches your registration status, so your claims stay within the limit that applies to you.

Yes. Support coordination organisations can start a 14-day free trial without a credit card and set up their caseload themselves.

Only if you share them. The connected care network lets you invite other organisations to a participant’s record with access you control, and every entry carries the author’s name and organisation.

It is in development. Join early access and we will set it up with you as it reaches pilot.

The NDIA’s plan management provider panel starts on 1 October 2026. We are designing invoice processing, budget tracking and reporting with panel plan managers in mind. Talk to us about what your panel arrangements require.

Yes. Today you can use rostering, notes, invoicing and NDIS claims for the supports you deliver. Plan management features will be added to the same account when they launch.

Yes. Allied health practices of any size can start a 14-day free trial and set up services, prices and participants themselves. The Starter plan suits sole traders and small teams.

Yes. You can record private clients and invoice them directly. NDIS budgets and claiming apply only to NDIS participants. Ask us about other funders you work with.

No. It prepares the information you need, including restrictive practice use by participant and period. You lodge plans and reports through the NDIS Commission portal as usual.

You can invite their staff to a participant’s record through the connected care network, with access limited to what they need, so they can record behaviour data and practice use directly.

It is in development. Join early access to help shape the configuration and pilot it with us.

Yes. NDIS services are fully supported today, and Support at Home will be added to the same account when it launches.

Yes. Reports run across the whole organisation or one region, branch or house at a time, from the same records.

Plans are priced per active staff user per month, from A$10 ex GST on Starter. Participants and families never pay, and there are no per-participant fees. Enterprise pricing is available for large and multi-region providers.

The Securing the NDIS for Future Generations Act 2026 brings mandatory registration for SIL, differentiated pricing and NDIA enrolment for most providers by late 2027. CompanionAxis keeps the records, pricing and compliance evidence those changes rely on in one place.

Workers can request swaps and offer shifts on the app. Coordinators approve them, and eligibility checks run before the swap is confirmed.

Yes. Worker Screening Check, WWCC and other required credentials are recorded with expiry dates, and workers with an expired credential are blocked from shifts that require it. Direct verification with screening units is coming soon.

Yes. The support worker app runs on iOS and Android phones. Support for areas with patchy signal is coming soon.

You see what your role allows and what you need for the shift, such as the care plan, alerts, medication and recent notes.

Today CompanionAxis builds the bulk payment request file for upload through the my NDIS provider portal and reconciles the remittance. Direct API claiming is coming soon.

Xero, MYOB and QuickBooks, for invoices, payments and payroll export.

Since 1 July 2026 the NDIS Pricing Schedule and NDIS Support Catalogue set price limits. We update the catalogue when they change, including the price rises that match the SCHADS Schedule E wage increases from 1 December 2026, and check your service prices against the new limits.

No. It flags reportable incidents, tracks their timeframes and prepares the information. You notify the Commission through its portal.

Yes. The compliance hub maps evidence to the Practice Standards that apply to your registration groups, including the SIL standards, whichever audit type you face.

Yes. Access is set by role and site, so team leaders see the houses, participants and workers they manage.

Yes. Team leaders can review and approve timesheets for their team before finance exports payroll.

No. You pay only for active staff users each month. Participants, nominees and family members never pay, and the number of participants you support doesn’t change your bill.

Any staff member who logs in to CompanionAxis or the support worker app during the billing month. Staff who don’t log in that month aren’t billed.

Self-serve setup on Starter and Professional is free. Premium onboarding and data migration from another system is quoted per organisation, based on how much data you’re moving and how many sites you run.

Monthly billing has no minimum term. Annual billing saves 10% with a 12-month commitment. Enterprise agreements usually start at 12 months.

You keep access to export participant records, progress notes, incidents, invoices and claims in standard formats after cancelling, so you can keep the records you must hold for 7 years. After that window your data is permanently deleted.

Yes. In-home and community support, allied health, behaviour support and support coordination providers can start a 14-day free trial online with no credit card and set it up themselves. SIL and multi-site providers can book a demonstration configured for their houses and rosters.

No. CompanionAxis is software. Your organisation holds the NDIS registration and remains responsible for meeting the Practice Standards and notifying the NDIS Commission. CompanionAxis helps you do that work and keep the evidence.

In Australia. Participant and worker information is hosted in Australian data centres, encrypted in transit and at rest, with daily backups kept apart from the main database.

We notify you without delay with what we know and what we are doing about it, so you can assess the breach and notify the OAIC and affected people under the Notifiable Data Breaches scheme where required.

Not yet. ISO 27001 and SOC 2 certification are in progress. [ISO 27001 certificate — in progress] In the meantime we share our security overview and answer your security questionnaire.

Yes. Request our data processing agreement, security overview, privacy policy and Practice Standards evidence map, and we will send them for your review.

Generally yes. Organisations that provide a health service and hold health information are covered by the Privacy Act regardless of turnover. Check your own position with the OAIC or an adviser.

No. You can use a service provider, provided you take reasonable steps to protect the information and know where it is held. That is what the data processing agreement and Australian hosting cover.

Both sides have duties. Your organisation assesses the breach and notifies the OAIC and affected people where required. CompanionAxis must tell you without delay and help you respond.

Yes. Print this page, or request the checklist and our data processing agreement and we will send them to you.

The NDIS Commission does not approve or certify software. CompanionAxis is not a registered provider; your organisation holds the registration. CompanionAxis helps you meet the Practice Standards and keeps the evidence your auditor will ask for.

No. Your organisation notifies reportable incidents and reports restrictive practices to the Commission. CompanionAxis flags reportable incidents, tracks the timeframes and gathers the details, so the notification is quick and complete.

The NDIS Pricing Schedule and Support Catalogue are updated in CompanionAxis, including differentiated price limits for registered and unregistered providers from 1 January 2027, and claims are checked against the prices in force on the date of the support. Your service agreements and quotes show where a price needs to change.

Direct verification of Worker Screening Checks and direct NDIA API claiming are coming soon. Today you record screening details and expiry dates in CompanionAxis, and submit claims with a bulk payment request file through the my NDIS provider portal.