Discuss an access arrangement or call 1300 525 336.
NDIS cleaning home access should be agreed before the visit: who opens the home, how the worker is identified, what key or code is used, who may change the instruction and how access is withdrawn. The safest method depends on the participant and property. This guide does not say that Smurfettes accepts unattended access at every address. Ask for a written response before relying on the arrangement.
Start with attended entry where the participant or an authorised person opens the home. If that is not workable, consider a concierge, building manager, lockbox, key, fob or another controlled method. Each option should be assessed for the exact property.
Do not provide more access than the service requires. A key that opens unrelated areas or a reusable master code creates a different risk from time-limited entry.
Agree how the participant or household contact will know who has arrived. Use the provider’s confirmed booking details and contact channel rather than admitting a person based only on a uniform, first name or unexpected phone call.
If the assigned worker or arrival details change, ask the provider to confirm the change. The first-visit guide covers the other preparation steps.
Name the participant and any authorised person who may issue or change entry directions. A family member, support worker, plan manager, support coordinator, tenant, property manager and emergency contact may have different authority.
Use the authorised-contact guide to define those roles. A person who happens to be in the home should not automatically be allowed to create a permanent access arrangement.
Do not label a key with the full address, participant name, disability information or alarm code. Keep the access record separate from unnecessary personal information and use an agreed identifier where appropriate.
The NDIS Code of Conduct includes respect for privacy. The Commission’s privacy information explains that personal and confidential information must be handled respectfully.
If a provider accepts a key or fob, record what was handed over, who received it, the date, its permitted use and the return method. Do not leave a physical access item in an unverified mailbox or unsecured public place.
When the service pauses or ends, request return and record receipt. If an item is lost or not returned, follow the property’s security process and consider changing access promptly.
Share a code only through an agreed secure channel and only with the people who need it. Avoid placing reusable codes in broad group messages, invoice notes or an ordinary task description. Change or disable the code when authority ends where the system allows.
Provide only the alarm instructions required for entry and exit. Do not combine them with portal credentials, banking information or unrelated participant records.
State how pets will be managed before entry. Record concierge hours, lifts, gates, visitor parking, sign-in requirements and any accessible route through the building. Confirm which household member controls common-area entry.
Access to the dwelling does not authorise work in every room. Mark the participant’s areas, agreed common areas and another resident’s private space separately.
Agree whom the worker contacts, how long the provider will attempt the agreed channels, what information may be left in a message and whether the visit is treated as changed or cancelled. The applicable agreement should contain the actual terms.
Do not publish or assume a fee or notice rule. A failed-access service decision and any later billing analysis should be documented separately.
If the participant changes their mind, tell the provider which permission ends and when. Request written acknowledgement, recover physical items, cancel building permissions and change codes where appropriate.
The NDIA’s consent guidance explains that consent can be changed or withdrawn. A provider may still need to retain lawful service and financial records, but continued home entry should not be assumed.
The NDIA’s plan-protection guidance says providers do not need participant portal or myGov credentials to process claims or agreements. Never bundle those credentials with access details.
Use the privacy and information-sharing guide to decide what the cleaner, scheduler and billing contact each need.
The official sources used here were reviewed on 4 September 2026. Recheck the NDIA’s service-agreement guidance, consent information, plan-protection advice and the NDIS Code of Conduct when setting the arrangement.
Email the exact address, proposed entry method, authorised contact, pet or building notes and requested timing to info@smurfettescleaningservice.net. Smurfettes can assess whether the arrangement and indoor task request can be accepted. Do not send a key, code or alarm detail until the provider confirms how it should be handled.
Service overview: see the national NDIS indoor cleaning information.
