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1300 247 788
Gencare

Wherever you are in Melbourne — you are in the right place.

Sunrise over the Melbourne city skyline and the Yarra River, seen from a riverside path.

Registered NDIS provider in Melbourne

Support thatmoves with you.Across Melbourne.

Support at home, in your community, or in a home of your own.

A local team who knows your suburb, your services and how your week works.

Talk to our teamExplore support options

Free Meet & Greet—no cost to talk it through.1300 247 788·Mon–Fri 8am–6pm

NDIS Reg. 405 016 1543Check us on the NDIS register(opens in a new tab)

  • 7SIL homesAnd actively expanding
  • AllMelbourne suburbsRight across the metro
  • 22Kinds of supportDaily living to nursing
  • AnywhereWe can meetWherever suits you
Google reviews
5.0

Rated 5 stars on Google

Read them on Google(opens in a new tab)

We work right across Melbourne

FootscraySunshineWerribeePoint CookTarneitHoppers CrossingMeltonHarknessCaroline SpringsSt AlbansDeer ParkWilliamstownAltonaYarravilleBraybrookMaribyrnongWyndham ValeTruganinaSunshine WestDerrimutLavertonPrestonReservoirThomastownEppingSouth MorangBundooraBroadmeadowsDallasGlenroyGladstone ParkMeadow HeightsCoolarooRoxburgh ParkCraigieburnSunburyDandenongBerwickFrankstonHeathertonNarre WarrenCranbourneCranbourne NorthClydeMelbourne CBDBrunswickCoburgFitzroyRichmondSouth MelbourneHawthornCamberwellMalvernBox HillRingwoodBoroniaFootscraySunshineWerribeePoint CookTarneitHoppers CrossingMeltonHarknessCaroline SpringsSt AlbansDeer ParkWilliamstownAltonaYarravilleBraybrookMaribyrnongWyndham ValeTruganinaSunshine WestDerrimutLavertonPrestonReservoirThomastownEppingSouth MorangBundooraBroadmeadowsDallasGlenroyGladstone ParkMeadow HeightsCoolarooRoxburgh ParkCraigieburnSunburyDandenongBerwickFrankstonHeathertonNarre WarrenCranbourneCranbourne NorthClydeMelbourne CBDBrunswickCoburgFitzroyRichmondSouth MelbourneHawthornCamberwellMalvernBox HillRingwoodBoronia

Suburbs our teams are already in — ask us about anywhere else.

What you can check

Four things about us you can verify without asking us.

Everything below is either a public register you can search or a page of reviews you can read. There is no number on this page that we cannot show you the source for.

  • Registered provider
  • Independently audited
  • Insured
  • Workers screened

All four are conditions of NDIS registration, not separate claims we are making about ourselves.

Google reviews
5.0

From 22 reviews. Written by people who chose us, on a page we do not control.

One mark for each review.

Read them on Google (opens in a new tab)Checked June 2026
Registered NDIS providerRegistration number405 016 1543Valid to 2028
Australian Business Number32 667 401 872Searchable on ABN Lookup
Registered officeLevel 8, 276 Flinders Street, Melbourne VIC 3000A real address, in the city

You can complain about us to the regulator

The NDIS Quality and Safeguards Commission handles complaints about any registered provider, including this one. You do not need our permission and it never affects the support you receive.

NDIS Commission (opens in a new tab)

If a provider quotes you a figure they cannot source — participants supported, response times, satisfaction scores — ask them where it comes from. We would rather you asked us that too.

Look us up on the NDIS Commission register (opens in a new tab)
Who is asking

Four people read this page. They are not asking the same thing.

Tell us which one you are and this page will point you at the parts written for you. Nothing is saved and nothing is sent — it only changes what is highlighted while you are here.

Which of these is closest to you?

Which of these is closest to you?

Not sure, or more than one? Everything on this page stays exactly where it is either way — the paths only move the emphasis.

Not one city

Melbourne is not one service area.

Getting to an appointment from Fitzroy is a tram ride. From Pakenham it is an hour and a car.

Both are Melbourne. They are not the same problem, and a support plan that treats them as one quietly fails the person living at the far end of it. Three things change with the postcode, and none of them is about who the provider is.

  • FitzroyA tram ride
  • PakenhamAn hour and a car

The same appointment

Drawn to the difference, not to a measurement — this page does not publish a travel time it has not measured.

Travel time

How far a support worker realistically comes, and how often. It is the difference between a support that happens five mornings a week and one that happens when it can.

Housing type

A Victorian terrace, a 2019 townhouse and a growth-corridor house are three different accessibility problems. Steps at the door, a hallway too narrow for a walker, and a bathroom built for a different decade are not solved the same way.

What is already around you

Appointment density, transport, and whether there is anything within walking distance. Inner Melbourne has too many services to choose between; the growth corridors often have the opposite problem.

Drawn to the shape of each difference, not to a measurement — the same rule the journey above follows.

The five Melbournes

The standard is the same.
The practicalities are not.

Travel time, housing type and which health services you already use all change how support is rostered and delivered. That is why we organise the city into five local areas rather than treating it as one block.

Five areas, drawn at their true bearings from the city. They are the same size here because they are treated the same way — the gap to the south-west is Port Phillip Bay, not a limit on where we work.

These are the suburbs already named on our record — not the limit of where we work. Tell us your suburb and we will tell you what we can put near you.

Ask about your suburb
Is your suburb here?

Type where you live. We will tell you straight.

Fifty-two Melbourne suburbs are named on our record. If yours is one of them we will say which area it sits in; if it is not, we will say that too rather than guess.

56suburbs named on our record

  • On our recordWe name the area it sits in.
  • Not on it yetWe say so rather than guess.
  • Regional VictoriaFour regional hubs, not this page.

No fuzzy matching, on purpose. If we are not certain a suburb is on our record we would rather say so than let a near-miss read as a yes.

Where we actually are

Four doors you could walk through.

Three of them are in Melbourne and one is not. All four are real premises with a street address you can look up, which is a different kind of claim from a service area on a map.

You probably will not need to visit any of them. Support happens where you live, and almost everything else happens by phone. They are listed because a business with premises you can find is easier to check than one without.

The thing nobody tells you

Two people, the same three appointments, two completely different days.

Coverage is usually answered yes or no. That is not the useful question. The useful question is what a week actually costs you where you live — because that is what decides whether a plan survives contact with a Tuesday.

How to read the two days

  • The appointment
  • Getting there and back
  • Your own day

Closer in

Trams every few minutes, three lines within walking distance

Three appointments, three short trips, and most of the day still your own. A missed connection costs the next tram, not the appointment.

Further out

One train line, a connecting bus, and a car for everything else

The same three appointments, and the day is now mostly the getting there. A missed connection does not cost you a wait — it costs you the appointment.

How many visits fit in a day
Not a quality difference — an arithmetic one. Further out, the same worker covers fewer people in a shift, so rosters are built in longer blocks rather than short drop-ins.
Whether short visits make sense at all
A thirty-minute call is a sensible unit close in and an odd one an hour away. Out there the same support is usually worth doing as one longer visit.
What one missed connection actually costs
This is the difference most plans never account for, and the reason a plan that looks fine on paper quietly stops working in week three.

None of this makes one part of Melbourne a worse place to be supported. It makes it a different job — and a plan built by somebody who has not thought about it is the one that fails.

How the five areas differ
The homes, documented

Seven homes.
Two of them, photographed.

Accommodation is the one part of what we do that is tied to a building, so it is the one part we can show you rather than describe. These are real rooms in real Gencare homes, photographed on the date shown.

Seven Gencare homes. Two photographed. Every one of them in Melbourne’s west.

Details verified 14 August 2026The front of the Deanside home, a Gencare SIL home in Deanside, Melbourne.
The living area at Deanside, a Gencare SIL home in Deanside, Melbourne.
The living area at Deanside
The shared kitchen at Deanside, a Gencare SIL home in Deanside, Melbourne.
The shared kitchen at Deanside

The Deanside home

Deanside · Melbourne’s west

A larger shared home — four bedrooms, and a house that is genuinely busy.

Bedrooms
4
Bathrooms
2
See the Deanside home
Details verified 14 August 2026The front of the Albion home, a Gencare SIL home in Albion, Melbourne.
The living area at Albion, a Gencare SIL home in Albion, Melbourne.
The living area at Albion
The back garden at Albion, a Gencare SIL home in Albion, Melbourne.
The back garden at Albion

The Albion home

Albion · Melbourne’s west

A deliberately quiet home — two participants only, for someone who needs calm.

Bedrooms
2
Bathrooms
1
See the Albion home

The other five are not photographed yet. We would rather show you nothing than show you someone else’s house — ask us and we will walk you through any of them in person.

Ask about a home
The front of the house, from the street — the Deanside home, a Gencare SIL house in Melbourne's west.
The front of the house, from the street
Inside one of them

Come through
the Deanside house.

Seven homes is a number. One house you can walk through is not. This is the one we have documented properly — every room photographed, nothing staged and nothing borrowed.

  • Single-storey and purpose-built, with no internal stairs anywhere in the house.
  • Wide doorframes and pathways throughout.
  • Undercover parking with direct access into the home.
  • Four bedrooms and two bathrooms, with secure yards front and back.
  • The open-plan living area — the Deanside home, a Gencare SIL house in Melbourne's west.
    The open-plan living area
  • The shared kitchen — the Deanside home, a Gencare SIL house in Melbourne's west.
    The shared kitchen
  • The dining table, off the kitchen — the Deanside home, a Gencare SIL house in Melbourne's west.
    The dining table, off the kitchen
  • The second lounge — the Deanside home, a Gencare SIL house in Melbourne's west.
    The second lounge
  • One of the four bedrooms — the Deanside home, a Gencare SIL house in Melbourne's west.
    One of the four bedrooms
  • One of the two bathrooms — the Deanside home, a Gencare SIL house in Melbourne's west.
    One of the two bathrooms
  • The shower in one of the bathrooms — the Deanside home, a Gencare SIL house in Melbourne's west.
    The shower in one of the bathrooms

Two minutes inside

Photographs flatten a house. A walkthrough shows you the light, the width of the hallways and how the kitchen actually sits in the room.

Filmed in one of our homes. Captions are available through the player; a full written transcript is on its way.

Is there a place right now?

That changes week to week, and a number published here would be out of date before you read it. Ask us and you will get the real answer for the week you are asking in.

Ask about Deanside

The full Deanside home pageWhat Supported Independent Living is

The rest of them

And the ones you have not just seen.

Two of our homes are photographed. Five are not, and here they are by name — because a page that shows you two houses and stops has told you something, and a page that shows you two and names the other five has told you the truth.

We could put a stock photograph of somebody else’s house here, or a placeholder, and the row would look complete. Neither would be one of our homes. A named suburb with nothing beside it is worth more than a picture that is not true.

  • Fraser RiseNo photograph yetVIC
  • MeltonNo photograph yetVIC
  • CobblebankNo photograph yetVICYou can walk through it instead
  • St AlbansNo photograph yetVIC
  • TarneitNo photograph yetVIC
How supported independent living works
None of them reaches a minute

Some of this only makes sense when it moves.

A photograph holds a room still. It cannot show you how wide a hallway really is when somebody walks down it, or what a coordinator sounds like explaining your own plan back to you. These are all ours, every one of them is under a minute, and none of them loads anything until you ask it to.

One of the five you were just told you cannot see

The section above names the homes we have no photographs of. This is one of them, walked through end to end. We still have no still of this house — which is why the picture you are looking at is drawn rather than photographed.

Captions are available through the player. A written transcript is not available for this video yet. Clip verified 20 August 2026.

Every one of these answers something this page has already raised, and says which part of the page it belongs to.

All nine, back to back5:44

Every clip carries captions through the player. Written transcripts are not available yet — said here rather than left for you to discover.

Nothing from YouTube runs until you press play. When you do, the player loads from youtube-nocookie.com, so no third-party cookie is set before you have chosen to watch.

Do we have to move?

A home is not the only answer.

This is the question underneath most of the others, and it is rarely asked out loud. Both answers are below, side by side and the same size, because which one is right is not ours to decide.

Support in the home you have

Who it suits

Someone whose house works, or could be made to work, and whose problem is the help rather than the place.

What it involves

Support workers and nurses who come to you — daily living and personal care, household tasks, community access, transport, and rostered support overnight or around the clock when that is what is needed.

What it does not mean

It does not mean managing alone with occasional visits. A full roster in someone’s own home is a normal arrangement, not a compromise.

A home with support built in

Who it suits

Someone ready to live away from family, or whose current place cannot be made to work however much support arrives.

What it involves

Supported Independent Living in a shared house, Specialist Disability Accommodation where the building itself has to be designed around a disability, and medium-term or short-term stays while things are being sorted out.

What it does not mean

It does not mean giving up choice about where or with whom. It is also not immediate — a house has to be the right house, and every home we run is in Melbourne’s west.

Most of what the NDIS funds happens in the home somebody already lives in.

Accommodation is one part of the scheme, not its centre. So the honest starting point is that you probably do not have to move — and if you want to, that is a separate conversation rather than the price of getting help.

The week nobody sees

Nobody counts this part.

  • The third phone call about one form.
  • Chasing a plan review that was submitted months ago.
  • The 3am wake, and the working day that follows it anyway.
  • Cancelling your own appointment because it clashed with theirs.
  • The mental calendar nobody else in the house can read.
  • Explaining the whole history again, to somebody new, from the start.
  • The good week that still does not feel like rest.

None of that is in anybody’s plan. It is still most of the work.

Out loud, finally

The questions people ask us
when nobody else is listening.

None of these is a silly question. They are the ones that actually come up, in the words people actually use — and every one of them is answered further down this page.

One ordinary Tuesday

The same day, twice.

Not a good day and a bad day — the same Tuesday, run twice. On the left, a household holding all of it. On the right, the same household with support in place. The difference is not that anything wonderful happens. It is that nothing has to be absorbed.

Illustrative. This is nobody’s real day and nobody here is a real person — it is the shape the difference usually takes, written from the situations families describe to us.

  1. 6.40 amBefore anyone is up
    Holding all of it

    Awake before the alarm, already sorting the day out in your head: who is taking her to the appointment, and whether the shower is a two-person job again.

    With support in place

    Awake before the alarm. Who is coming at eight is already decided, so that part of the day is not yours to solve.

  2. 8.15 amGetting going
    Holding all of it

    The shower takes most of an hour and all of your back. Breakfast runs late, so the tablets run late, so the morning is behind before it starts.

    With support in place

    A support worker arrives. The shower takes as long as it takes, and it is not your back doing it.

  3. 10.30 amMid-morning
    Holding all of it

    You start the phone calls. The plan manager, then the OT’s receptionist, then the transport line somebody told you to ring, then the plan manager again.

    With support in place

    Somebody else makes those calls. You hear what came of them once, at the end of the day, in one message.

  4. 1.00 pmMiddle of the day
    Holding all of it

    Lunch standing up at the bench. The physio is at two and you still have not worked out where to park.

    With support in place

    Lunch sitting down. Transport was sorted on Friday and somebody else is driving.

  5. 4.20 pmAfternoon
    Holding all of it

    The appointment runs long, so the pick-up is a problem, so you ring your sister again and feel the same way about it you felt last time.

    With support in place

    The appointment runs long. Nothing else moves, because nothing else was depending on you being back by four.

  6. 6.30 pmEvening
    Holding all of it

    Dinner, medication, the washing, and the form that has been sitting on the bench since this time last week.

    With support in place

    Dinner. The form went in on Monday, done by the person whose job it is.

  7. 9.00 pmEnd of it
    Holding all of it

    You are still up. Tomorrow is the same shape as today, and so is the day after that.

    With support in place

    You are sitting down. Tomorrow has a roster, and it is not written in your head.

Drawn to the shape of the difference, not to a measurement. What gathers under the day is one household holding every hour it has already reached; what lifts off the day is the same hours, one at a time, carried by somebody else.

Nothing in the right-hand column is remarkable, and that is the point of it. A supported day is not a better day than the one you imagined for yourself — it is an ordinary one that did not need a single person to hold all of it.

What support actually covers
What support actually looks like

Not a service list. A day.

This is the question underneath all the others and almost nobody answers it plainly: what does someone actually do when they are here? These are real tasks, in the order a day tends to happen.

Which of these happens, and how often, is built around what you actually need — not a package. Nothing here is a fixed roster.

Morning

Getting the day started

  • Being there when you wake, so getting up is not the hardest part of the day.
  • Help in the shower, and with dressing afterwards — as much or as little as you want.
  • A prompt for medication at the same time each morning.
  • Breakfast made, or made together.

Daytime

Out of the house

  • Getting to an appointment, and staying for it if that helps.
  • The groceries — the trip, the list, the carrying, or all three.
  • A group, a class, or the same coffee place every Tuesday.
  • Practising something until it does not need anyone else: a bus route, a recipe, a bank app.

Evening

Winding the day down

  • A meal cooked, and the kitchen put back together afterwards.
  • Tidying, laundry and the small jobs that pile up invisibly.

Overnight

When the day does not stop

  • Someone sleeping over, so a night wake is not one person’s problem alone.
  • Or someone awake all night, when that is what the night actually needs.
The question under the question

How much support are we actually talking about?

Most people arrive certain of one of two things: that they need everything, or that they are nowhere near bad enough to ask. Both ends of this range are ordinary, and most people are somewhere in the middle.

None of this is fixed. What you need changes, and the level changes with it — usually at a plan review, and sooner if something happens.

This describes what support looks like at each level. What you are funded for is the NDIA’s decision, not ours, and nothing on this page changes it.

Choose a level to see what it looks like in practice

Usually called personal care or daily living support

A visit at roughly the same time each day — mornings most often. Getting up and dressed, medication prompts, breakfast, and the day started properly.

Often people for whom one reliable part of the day makes the rest of it work.

The words nobody explains

Eleven words that decide
what you get offered.

None of this vocabulary was chosen by the people who have to use it, and not knowing a word is the most common reason somebody accepts the wrong support. One sentence each, and where to read more.

These are one-sentence definitions written to get you through a phone call. Each one links to the full explanation, and the NDIS website is always the authority over anything on ours.

Where you live

The support inside a shared home — the people, not the building.

When it matters — It is funded separately from the house itself, which is why you can be offered SIL without being offered anywhere to live.

Read the full explanation
The building itself, when a home has to be physically designed around a disability.

When it matters — Very few people are funded for it, and it is a separate decision from SIL — having one does not give you the other.

Read the full explanation
Somewhere to stay for a defined stretch while a long-term home is being arranged.

When it matters — It exists for the gap. It is not emergency housing and it is not permanent.

Read the full explanation
A short stay away with support, including the support, the meals and the activities.

When it matters — It is counted in days rather than hours, and it can be for the carer’s sake as much as the person’s.

Read the full explanation

Who helps you run it

Short-term help to understand a new plan and get the first supports started.

When it matters — It is the lightest of the three levels and usually the one a first plan comes with.

Read the full explanation
An ongoing person who finds providers, joins the plan up and keeps it moving.

When it matters — A coordinator organises support; they do not deliver it, and they do not manage the money.

Read the full explanation
Coordination by a specialist when a situation is complex and other supports have stalled.

When it matters — It is time-limited and goal-specific rather than a permanent upgrade.

Read the full explanation

How the money works

The three budgets in a plan: everyday support, building skills, and equipment or home changes.

When it matters — They are not interchangeable. Money in one budget generally cannot be spent from another, which is why a plan can feel both generous and useless at once.

Three ways your plan can be paid from — a plan manager, you, or the agency.

When it matters — It decides which providers you can use. NDIA-managed means registered providers only; the other two open it up.

Read the full explanation

Safety and paperwork

A national clearance every worker in a risk-assessed role has to hold before they work with you.

When it matters — You are allowed to ask whether the person in your house holds one. The answer should be immediate.

The written agreement between you and a provider about what happens, and how either side ends it.

When it matters — Read the notice period before you sign. It is the part that decides how easily you can leave.

What we can do

Twenty-two supports.
Across all of Melbourne.

Most people arrive knowing what they are struggling with, not what the NDIS calls it. So here is the whole range, grouped by what each support actually needs in order to happen — and said the way you would say it.

  1. Needs nothing physical

    Phone, video, email and advocacy

    Coordination and recovery

    Someone who knows how the scheme works and will chase things on your behalf. None of it depends on a worker being near you, so it reaches every part of Melbourne equally.

    4 supports

  2. Needs someone who comes to you

    A support worker or nurse, in your home and your community

    Everyday and clinical support

    The hands-on supports — help through the day, getting out into the community, and clinical care at home. This is the largest part of what we do.

    13 supports

    Everyday support

  3. Needs a building

    One of ours, or the place you already live

    Homes and accommodation

    The only supports tied to a building. Our seven homes are all in Melbourne’s west; the rest of this tier is delivered wherever you live.

    5 supports

Not sure which of these fits? That is the normal starting point, and it is exactly what a first conversation is for.

Tell us what you need
Find yours in three questions

Three questions.
Then a name you can use.

Not knowing what a support is called is the most common reason people stall. Answer three plain questions and this hands you one to three named supports, what each one is, what it is not, and where to read more.

Step 1 of 3

Is this about your day, your plan, your home or your health?

  • Support Connection — Level 1

    What it is —
    Short-term help to understand a new plan and get the first supports running.
    What it is not —
    Not ongoing case management, and not someone who makes decisions on your behalf.
    Who it suits —
    Someone holding an approved plan with no idea what happens next.
    Read about Support Connection

  • Support Coordination — Level 2

    What it is —
    An ongoing guide who finds providers, joins the parts of a plan up and keeps them moving.
    What it is not —
    Not a support worker — a coordinator organises the help rather than delivering it.
    Who it suits —
    Someone with several supports to run and no capacity left to run them.
    Read about Support Coordination

  • Specialist Support Coordination — Level 3

    What it is —
    Coordination by a specialist when a situation is complex and other supports have stalled.
    What it is not —
    Not clinical treatment, and not a crisis service.
    Who it suits —
    Someone dealing with several systems at once — health, housing, justice.
    Read about Specialist Support Coordination

  • Psychosocial Recovery Coaching

    What it is —
    A coach who walks alongside someone living with a mental health condition, week after week.
    What it is not —
    Not therapy, and not a substitute for a psychologist or psychiatrist.
    Who it suits —
    Someone rebuilding routine and confidence who wants a person that stays.
    Read about Psychosocial Recovery Coaching

  • Supported Independent Living

    What it is —
    Support inside a shared home, so daily life runs without all of it falling to family.
    What it is not —
    Not the property itself, and not placeable anywhere — every home we run is in the west.
    Who it suits —
    Someone ready to live away from family with support on hand day and night.
    Read about Supported Independent Living

  • Specialist Disability Accommodation

    What it is —
    Housing physically designed around a disability — the building, not the support inside it.
    What it is not —
    Not the daily support; that is usually SIL, and the two are funded separately.
    Who it suits —
    Someone for whom the home itself is the barrier, not the help.
    Read about Specialist Disability Accommodation

  • Medium-Term Accommodation

    What it is —
    Somewhere to stay for a defined stretch while a long-term home is being sorted out.
    What it is not —
    Not emergency housing, and not a permanent home.
    Who it suits —
    Someone with a home coming who cannot stay where they are until it arrives.
    Read about Medium-Term Accommodation

  • Respite & Short-Term Accommodation

    What it is —
    A short stay away with support, so the person and the people around them both get a break.
    What it is not —
    Not a holiday package, and not a patch for a support arrangement that is not working.
    Who it suits —
    A family carer running on empty, or someone who wants a change of scene.
    Read about Respite & Short-Term Accommodation

  • Accommodation Assistance

    What it is —
    Practical help to look for, apply for and settle into somewhere to live.
    What it is not —
    Not housing itself — we help with the search; the homes are not ours to allocate.
    Who it suits —
    Someone whose living situation is ending, or has stopped working.
    Read about Accommodation Assistance

  • Home Modifications

    What it is —
    Changes to an existing home — rails, ramps, a bathroom that can be used safely.
    What it is not —
    Not general renovation, and never decided without an assessment.
    Who it suits —
    Someone who wants to stay where they are but cannot move around it safely.
    Read about Home Modifications

  • Daily Living & Personal Care

    What it is —
    Hands-on help with showering, dressing, medication prompts and getting the day started.
    What it is not —
    Not nursing, and not something done to you — it follows your routine, not ours.
    Who it suits —
    Someone who needs a reliable person at the same hour each day.
    Read about Daily Living & Personal Care

  • High-Intensity Personal Care

    What it is —
    Personal care for clinical needs that require specific training and supervision.
    What it is not —
    Not standard support work, and not a substitute for a treating team.
    Who it suits —
    Someone living at home with complex health needs.
    Read about High-Intensity Personal Care

  • Household Tasks

    What it is —
    The running of a home — meals, laundry, shopping, staying on top of it.
    What it is not —
    Not a cleaning contract, and not the same thing as personal care.
    Who it suits —
    Someone for whom the housework, not the personal care, is what breaks the week.
    Read about Household Tasks

  • Community & Social Participation

    What it is —
    Support to get out — appointments, groups, shops, the things that stop happening alone.
    What it is not —
    Not a day programme you attend, and not a fixed activity list.
    Who it suits —
    Someone whose world has narrowed to their own front door.
    Read about Community & Social Participation

  • Innovative Community Participation

    What it is —
    Newer ways to build skills and connection, including online and small-group formats.
    What it is not —
    Not a replacement for one-to-one support out in the community.
    Who it suits —
    Someone who wants something other than a standing weekly outing.
    Read about Innovative Community Participation

  • Travel & Transport

    What it is —
    Getting to and from where you need to be, with support for the journey itself.
    What it is not —
    Not a taxi service — the travel comes with a person, not just a vehicle.
    Who it suits —
    Someone for whom the journey, not the appointment, is the hard part.
    Read about Travel & Transport

  • Life Skills Development

    What it is —
    Learning to do it yourself — cooking, budgeting, transport, appointments.
    What it is not —
    Not someone doing the task for you; the point is that they stop being needed.
    Who it suits —
    Someone building toward more independence rather than more support.
    Read about Life Skills Development

  • 24/7 Care

    What it is —
    Support rostered around the clock, including overnight.
    What it is not —
    Not a crisis line, and not an emergency service.
    Who it suits —
    Someone whose needs do not stop at the end of a shift.
    Read about 24/7 Care

  • Household Cleaning

    What it is —
    A proper clean of the home, on a schedule.
    What it is not —
    Not the wider household routine, and not personal care.
    Who it suits —
    Someone who manages everything else and needs only the cleaning handled.
    Read about Household Cleaning

  • Nursing Care

    What it is —
    Clinical care at home from registered nurses — wounds, medication, catheter and stoma care.
    What it is not —
    Not a GP, and not urgent care.
    Who it suits —
    Someone travelling to a clinic for something a nurse could do at the kitchen table.
    Read about Nursing Care

  • Community Nursing

    What it is —
    Nursing that comes to you, at home and in the community.
    What it is not —
    Not hospital-in-the-home, and not a substitute for a treating doctor.
    Who it suits —
    Someone whose clinical needs are ongoing rather than one-off.
    Read about Community Nursing

  • Mental Health Support

    What it is —
    Day-to-day psychosocial support — routine, connection, and someone who notices.
    What it is not —
    Not clinical treatment, and not a crisis response.
    Who it suits —
    Someone whose mental health makes ordinary days hard to hold together.
    Read about Mental Health Support

This routes, it does not assess. Nothing here decides funding, eligibility or what goes in a plan — only the NDIA does that. It gives you the right words to use. See all 22 grouped by what each one needs.

The whole list

And if you would rather just see everything.

Every support we provide, in the four groups the sector uses. One line each — each one links to a page that explains it properly.

Coordination & Recovery

Support coordination and recovery coaching toward your goals

Everyday Support

Day-to-day care that builds independence

Homes & Accommodation

SIL, SDA and specialist accommodation supports

Clinical & Wellbeing

Nursing and mental health support

All twenty-two are available across metropolitan Melbourne.

Five that change in Melbourne

Same five supports. Different city.

Most supports work the same way wherever you are. These five do not — where you live in Melbourne genuinely changes the answer, so each one has a page of its own.

Where we are the wrong answer

Three things we do not do, and who does them.

A provider that cannot tell you what it is not is hard to believe about what it is. If any of these is what you actually need, the useful thing we can do is point at it.

  • We are not your plan manager.

    A plan manager pays your invoices and keeps your budget straight. It is deliberately a separate organisation from the one delivering your support, so that nobody is both spending your funding and approving the spend.

    Instead

    Choose any registered plan manager — you are free to, whoever provides your support.

    How plan management fits in

  • We do not write your plan or decide your funding.

    That is the NDIA’s decision, start to finish. Nobody at Gencare can approve, increase or guarantee funding, and anybody in this sector who implies otherwise is worth walking away from.

    Instead

    Support Coordination helps you use the plan you already have, once the NDIA has made it.

    Support Coordinationndis.gov.au (opens in a new tab)

  • We are not a crisis service.

    Our office keeps ordinary business hours. If something is happening right now, please do not wait for us to open — the services below are staffed for exactly this and we are not.

    Instead

    In an emergency call 000. For distress or a mental-health crisis, Lifeline is 13 11 14, any hour.

    Call 000Call Lifeline 13 11 14
More questions like these
Whoever you choose

Six questions worth asking any provider.

These are the ones that actually separate providers, and they work on anybody — us included. Our own answers are beside them, because a list we would not answer ourselves is not worth handing you.

Who actually turns up

  1. Will I meet the person before they start, and can I say no afterwards?

    Screening decides who is allowed to work. It does not decide who walks into your house.

    Our answer

    Yes to both. Asking for a different worker is not a complaint, costs you nothing, and needs no reason.

    How somebody ends up inside your home

  2. How many support workers do you have, and how many speak my language?

    Most providers answer with a number. The useful follow-up is where the number comes from.

    Our answer

    We publish neither, because we have no verified figure for one and no verified list for the other. What we do instead is ask what would suit you, and say so when we cannot match it.

    Matched to you, not assigned

When something goes wrong

  1. How do I complain about you, and who can I go to instead of you?

    Any provider can describe its own complaints process. The second half of the question is the half that separates them.

    Our answer

    Two routes, and one of them is not us. The NDIS Commission takes complaints about any registered provider without our permission and without telling us.

    Two ways to raise it

  2. What are your hours, and what happens outside them?

    An office and a roster are two different things, and a single answer usually hides which one is meant.

    Our answer

    Our office keeps ordinary weekday hours. Rostered support runs to whatever a plan sets, including overnight. We are not a crisis service — in an emergency call 000, and Lifeline is 13 11 14, any hour.

    Three things we do not do

What you can check without asking us

  1. What is your registration number, and where do I check it?

    Registration is a public record. A provider that cannot point you at it is asking you to take its word.

    Our answer

    It is on this page, with the ABN beside it. The Commission’s register is the authority — if it ever disagrees with us, it is right and we are wrong.

    What being registered obliges us to do

  2. Can you show me somewhere you actually run?

    A photograph of a real house is a different kind of claim from a service area drawn on a map.

    Our answer

    Two of our homes are photographed room by room, every one of them is in Melbourne’s west, and we name the ones we cannot show you rather than filling the gap with stock.

    And the ones you have not just seen

None of these needs a professional to answer, and a provider that finds any of them awkward has told you something useful.

A longer version, for coordinators specifically
Things people arrive believing

Six things we are told every week that are not true.

None of these is a silly thing to believe — most of them came from somebody who sounded like they knew. They are also, between them, the most common reasons people never ring anybody.

  • What people say: Getting support means moving into supported accommodation.

    Actually: Most people we support live exactly where they already lived. Accommodation is one of twenty-two supports, and it is the least common starting point.

    Read more about where people actually live, further down this page

  • What people say: You have to use whichever provider your support coordinator suggests.

    Actually: You choose, always, and you can change your mind later without giving a reason. A coordinator is required to offer you options rather than direct you to one — including away from us.

    Read more about choosing your own provider

  • What people say: Changing provider restarts your plan.

    Actually: Your plan is the NDIA’s and it keeps running. Changing who delivers a support changes the service agreement, not the plan, the funding or the dates.

    Read more about changing provider, further down this page

  • What people say: The provider decides how much funding you get.

    Actually: No provider anywhere decides that. The NDIA sets your plan and its budgets; we can explain what we see in it, and that is the whole of our role in it.

    Read more about who decides funding, further down this page

  • What people say: Respite means being sent away somewhere.

    Actually: Short-term accommodation is one form of it. A break can also be somebody coming to you so the usual carer gets a night, a weekend, or a regular afternoon off.

    Read more about what respite can look like

  • What people say: Asking for a different support worker is making a complaint.

    Actually: It is a normal request and it is not held against anybody. Personality fit is a real part of whether support works, and a provider that treats the ask as a complaint is the problem.

    Read more about asking for a different worker
The rest of the questions
The people, not the org chart

Who you would actually end up dealing with.

Not a leadership grid. These are the three roles a person or a family deals with most, and what each of them is actually for.

No photographs and no names on this page. We have not asked our team for consent to publish their faces here, so we have not published them — and a stock photograph of somebody who does not work here would tell you less than nothing.

  • Your support coordinator

    When something needs solving

    • Knows the whole situation
    • Joins up the services
    • Chases what stalls

    The person who knows the whole situation, so you are not re-explaining it every time. They find and join up the services, chase the things that stall, and are the one to ring when you do not know who to ring.

  • Your support workers

    Day to day

    • The people who turn up
    • A small consistent group
    • Not a rotating roster

    The people who actually turn up. Usually a small consistent group rather than whoever is free, because support that depends on knowing somebody does not survive a rotating roster.

  • The team behind the roster

    Least of the three

    • Scheduling and rosters
    • Invoicing and claims
    • Screening and paperwork

    Scheduling, invoicing, screening and the paperwork nobody wants to think about. You will deal with them least and notice them most when something is wrong.

The office team is not who comes to your house. Who does, and how they were checked, is the next section — it is the question that actually matters.

Before anybody knocks

How somebody ends up inside your home.

This is the part most people are too polite to ask about, and it is the most reasonable question on this page. Here is the whole sequence, and what happens if it does not work out.

  1. NDIS Worker Screening Check

    A national clearance every worker in a risk-assessed role must hold before working with you. It is checked against a register, not taken on trust, and it can be revoked.

  2. Identity

    Verified documents, so the person on the roster is the person who was cleared.

  3. References

    Previous employment checked with the people who actually supervised the work.

  4. Qualifications, where the role needs them

    Clinical and high-intensity roles require specific competencies. Where a role does not require one, we do not pretend it does.

  5. The match itself

    Who is free is the last consideration, not the first. Language, gender preference, the shape of the household and whether somebody has done this kind of support before all come first.

And if you do not want them back.

Say so. You do not need a reason, you do not need to explain it, and you do not need to wait until something goes wrong. We change the roster.

If it is more serious than a mismatch
  • Asking for a different worker is not a complaint and is not recorded as one.
  • It costs you nothing and it does not touch your plan or your funding.
  • It is a normal request. Fit is a real part of whether support works at all.
How we hireThe words on this page
Choice and control, operationally

You can ask for a particular kind of person. Most people never know that.

Screening decides who is allowed to work. Matching decides who actually turns up at your door, and you get a say in it. These are the things people ask us for most often.

Nothing here is sent anywhere. It is not a form — it is a sentence you can borrow.

Tick anything that matters to you

Tick a few and this will write out what you would be asking for.

We cannot always promise a specific match, and we will tell you when we cannot rather than sending somebody who does not fit and hoping. Where we cannot, we will say what we can do instead.

Tell us what would suit youMore about how matching works
Who we answer to

What being registered actually obliges us to do.

“Registered NDIS provider” is a phrase on a lot of websites. It is worth knowing what it commits an organisation to, and who you can go to when it does not hold up.

Our registration

NDIS registration number
405 016 1543
ABN
32 667 401 872
Registered office
Level 8, 276 Flinders Street, Melbourne VIC 3000
Look us up on the NDIS Commission register (opens in a new tab)

The register is the Commission’s, not ours. If what it says ever differs from what this page says, the register is right.

How to raise something with usIf something goes wrong

  • Audited against the NDIS Practice Standards

    Registration is not a form you file once. It is granted after an independent audit against published standards covering governance, risk, incident management and the rights of the people supported — and it has to be renewed.

  • Bound by the NDIS Code of Conduct

    It applies to the organisation and to every worker in it, individually. It covers safety, honesty, respect, privacy, and acting promptly on concerns — and a worker can be banned under it regardless of what their employer thinks.

  • Subject to the Commission’s complaints pathway

    Anybody can complain about a registered provider directly to the NDIS Quality and Safeguards Commission. You do not need our permission, you do not have to tell us, and it cannot affect the support you receive.

Somebody else’s account

What people who have actually used us have said.

5.0out of 5

from 22 Google reviews

Checked June 2026

Read them on Google (opens in a new tab)

And what is not here.

Twenty-two reviews is not a lot, and we are not going to dress it up. There is also no Melbourne participant story on this page, because we do not have one that a person has consented to publish — and we are not going to write one.

A testimonial you cannot check is worth nothing anyway. What is worth something is what happens when we get it wrong, and that is a page you can hold us to.

What we do when it goes wrong
Who pays for this

We do not set the prices.

The NDIA sets what supports can cost, the limits are public, and they are the same whoever you go to.

Which means the price is not the thing to compare between providers — the work is. Below is what actually differs, which is how your plan is paid from, because that is the part that decides who you are allowed to choose.

The NDIA’s current Pricing Arrangements and Price Limits (opens in a new tab)

The figures live there and only there. We do not copy them onto this page, because a price that is three months out of date is worse than no price at all when somebody is budgeting against it.

Link checked 10 September 2026

The three ways an NDIS plan can be paid from, compared on what each one means, who you can choose, and who does the paperwork.
How the plan is paid fromWhat it meansWho you can chooseWho does the paperwork
NDIA-managedThe agency pays your providers directly.You can only use NDIS-registered providers. Gencare is one, so this works — but it is the narrowest of the three.Nothing to claim and nothing to reconcile. The agency handles all of it.
Plan-managedA plan manager pays your providers from your plan on your behalf.You can use registered and unregistered providers, which is the widest practical choice for most people.The plan manager does the paperwork. Plan management itself is funded separately and does not come out of your supports.
Self-managedYou pay providers yourself and claim it back.Anyone you like, and you can negotiate what you pay.You keep the records and make the claims. The most control and the most work.

A Meet and Greet costs nothing. It is a conversation, not a booking, and nothing is claimed against a plan for it.

Will your plan cover it

Where each of these usually sits.

You now know what the supports are. The next question is whether the money you already hold reaches them — and for a lot of people the answer is that it already does, in a part of the plan they had not looked at properly.

Highlight one budget
01

Coordination and recovery

Needs nothing physical

Core — Not funded from here
Coordination is not an everyday support, so it is not funded from Core.
Capacity Building — Usually funded from here
All four sit here — Support Connection, the two levels of coordination, and recovery coaching.
Capital — Not funded from here
Nothing in this group is a thing to be bought, so Capital does not apply.
02

Everyday and clinical support

Needs someone who comes to you

Core — Usually funded from here
Daily living, community participation, household tasks, transport and nursing at home are the classic Core supports.
Capacity Building — Sometimes, depending on the support
Where the point of the support is learning to do more yourself, or getting housing sorted, it is funded as capacity building instead.
Capital — Not funded from here
These are hours of somebody’s work, not equipment.
03

Homes and accommodation

Needs a building

Core — Usually funded from here
Supported independent living, short-term and medium-term accommodation are funded as assistance with daily life.
Capacity Building — Not funded from here
The building itself is not skill-building.
Capital — Usually funded from here
Specialist Disability Accommodation and home modifications are quoted and approved as capital items.
  • Usually funded from here
  • Sometimes, depending on the support
  • Not funded from here

Only the NDIA decides what is in your plan. This shows where each kind of support usually sits — not what yours contains. If the two do not line up, that is exactly the problem support coordination exists to solve, and it is usually fixable without waiting for a review.

Talk to someone about using the plan you already have

Checked against the NDIS’s own guidance · checked 10 September 2026

How it starts

Four steps. None of them commit you to anything.

The hardest part is usually the first message, because nobody tells you what happens next. So here it is, in order.

  1. Tell us your suburb

    And roughly what you are trying to sort out. You do not need the NDIS words for it — describing the problem in your own is enough to start.

  2. A free Meet & Greet

    In person anywhere in Melbourne, or online if that is easier. We listen properly, then explain what support could look like in plain language.

  3. We put a team around it

    We look at what the support actually needs, who we have, and what your week really looks like. You meet the people before anything begins.

  4. Support starts

    With a named person you can call when something changes — and something always changes. Adjusting the plan later is expected, not a complaint.

Nothing here is gated and nothing costs anything. If you get partway and decide we are not the right fit, that is a perfectly good outcome — we would rather you found the provider who is.

Book a free Meet & Greet
Your first fortnight

Fourteen days, mostly empty.

Here is the whole of it. Four things happen, and the rest of the fortnight is your life carrying on — which is both the honest picture and, for most people, the reassuring one.

  1. This week

    A conversation

    You tell us what is actually going on. No forms, no assessment, and nothing claimed against anybody’s plan for it.

  2. This week

    A Meet and Greet

    You meet the people who would be doing the work, and you decide whether you want to keep going. Plenty of people stop here, and that is a real outcome rather than a failed one.

  3. Next week

    Agreeing the supports

    What is needed, how often, and who does it — written down and agreed before anything starts, so there is nothing to argue about later.

  4. And then

    A first shift, then a check-in

    Somebody arrives and does the thing. Afterwards we ask you how it went, and change it if it was wrong — which it sometimes is the first time.

10of the fourteen days have nothing scheduled in them at all. Empty is not a gap in the plan. It is most of the fortnight.

It moves at your pace, not ours. Some households do all four of these inside a week; others take a couple of months over it, and nobody here will chase you through it.

Start the first conversation
Already with someone else

You are allowed to leave.

You do not need a reason beyond wanting something better. If you have spent weeks feeling disloyal about even looking, that is the part to put down first — choosing who supports you is not a favour anyone grants you.

Choosing is your right, not a request

Choice and control over who supports you is yours under the NDIS. You can change provider, you do not have to justify it to us or to them, and nobody is entitled to talk you out of it.

What the change actually looks like
The arrangement you have now
The one you are moving to
The handover
Support carries on straight through it

How a handover works

Supports do not have to stop while you move. Dates get set so the last shift with them and the first shift with us line up, and anything clinical is handed over in writing rather than repeated from memory.

Drawn as a shape rather than a schedule. How long the overlap runs is whatever your agreement and your dates say, and this page will not put a number on it.

Check the notice period first

It is in the service agreement you signed, usually near the end. We will not tell you what yours is, because notice periods vary by provider and by agreement — but it is the one thing worth reading before you do anything else.

What to tell your coordinator

If you have a support coordinator, tell them you are changing provider and from when. Arranging it is their job, and they are not permitted to steer you toward anybody in particular.

Plenty of the people we support arrived this way. It is an ordinary administrative decision, and nobody here will ask you to explain it or say a word about where you have been.

Talk to us about switching
If we get it wrong

Two ways to raise it.
One of them is not us.

This is here before we ask you for anything, because knowing how to leave is part of deciding whether to start.

The Commission is not our complaints desk. It is the body we answer to, which is why the second route does not pass through us.

Tell us

By phone, by email, through the form, or in person to whoever you already deal with. You do not need to use the word “complaint”, and you do not need it in writing.

What helps us look into it

  • What happened, and roughly when.
  • Who was there, if you know.
  • What you want to be different.

Feedback and complaints

Go past us

The NDIS Quality and Safeguards Commission takes complaints about any registered provider, including this one. You can go to them at any time, you do not have to tell us first, and you do not have to have raised it with us at all.

Worth knowing

  • An advocate can do it for you.
  • You can do it anonymously.
  • It does not affect the supports you already receive.

NDIS Quality and Safeguards Commission (opens in a new tab)

What you are entitled to, from anyone

  • To choose your provider, and to change your mind.
  • To control your own supports and how they are delivered.
  • To be treated with dignity, and spoken to as an adult.
  • To complain without it costing you anything.

What happens to what you tell us

An enquiry gives us your name, your contact details and whatever you choose to write. It is used to answer you and to arrange support. It is not sold, and it is not used for unrelated marketing.

Melbourne, answered

The questions
people actually ask.

Six that come up on nearly every first call. If yours is not here, it is a good question to open a conversation with.

Ask us yours

We support participants across metropolitan Melbourne, organised into five local areas — Inner Melbourne, Northern Melbourne, Eastern Melbourne, South-Eastern Melbourne and Western Melbourne. The west is where we are headquartered and where our largest team works. Pick the area closest to you for suburb-level detail, or just tell us your suburb and we will confirm what is available.

No. Almost everything we do happens where you are — in your home, at your appointments and out in your community. We have a head office on Flinders Street and local bases at Albion and Fraser Rise if you would like to meet somewhere neutral, but plenty of people never visit one, and that is completely normal.

The standard is. The practicalities are not. Travel time, housing type and which health services you already use all change how support is rostered and delivered, which is exactly why we organise the city into local areas rather than treating it as one block.

Often, yes. Melbourne is one of the most linguistically diverse cities in the world and our workforce reflects that. Tell us what matters to you — language, culture, gender, background — at your Meet and Greet, and we will build your team around it rather than assign whoever is free.

Yes, and you do not need a reason beyond wanting something better. Choice of provider is yours under the NDIS. Check any notice period in your current service agreement and we will coordinate the handover so your supports carry on without a gap.

It depends on the support and the suburb. Support Coordination and Recovery Coaching can usually start quickly because they are not tied to a local roster. Hands-on supports depend on matching you with the right worker near you, which we would rather do well than fast. We will give you a realistic timeframe at your Meet and Greet rather than an optimistic one.

Tell us what you need

No form.
Just tell us what is happening.

Two taps, then a few details — the ones we genuinely need in order to be useful. You do not have to know what the support is called, and you do not have to have it worked out.

First — who are you?

Either doorA Meet and Greet costs nothing and commits you to nothing.

Rather talk it through? 1300 247 788

Monday–Friday, 8am–6pm AEST

Prefer something more structured? There is the full referral form, or our contact page.

If you are not ready yet

Then do not be. Here is where else to look.

Most people reading this are not deciding today, and that is a completely normal place to be. Nothing here asks you for anything.

Whenever you are ready — and if that is not this year, that is fine too.

Your part of Melbourne

  • WesternMelbourne

    Where Gencare began — and where our team knows every street.

    Western Melbourne
  • InnerMelbourne

    The city is already accessible. Support here is about using it.

    Inner Melbourne
  • NorthernMelbourne

    Established suburbs, fast-growing edges, and long distances between them.

    Northern Melbourne
  • EasternMelbourne

    Established suburbs, strong services, and a lot of ground to cover.

    Eastern Melbourne
  • South-EasternMelbourne

    Australia’s fastest-growing corridor, and one of its most diverse.

    South-Eastern Melbourne

Somewhere to meet

Still working it out

Gencare Disability Services · NDIS registration 405 016 1543