Share a communication preference or call 1300 525 336.
NDIS cleaning communication preferences should tell the provider how to send booking information, announce arrival, explain changes, ask task questions and receive feedback. They should be specific enough for a scheduler and cleaner to follow while protecting the participant’s privacy and decision-making rights.
State whether routine messages should use phone, text, email or another agreed channel. Add a backup method for an urgent same-day operational issue and explain when it may be used.
Do not assume that a missed call is accessible or that every household member can read an email. Confirm which channel the participant actually checks and whether voicemail may contain service details.
Identify whether messages go to the participant, nominee, authorised family member, support coordinator, support worker, plan manager or household access contact. A billing contact may not control scheduling, and an access contact may not approve new tasks.
Use the authorised-contact guide to record roles. Avoid copying a broad group into every message when each person needs different information.
The NDIA’s agreement guidance says participants can ask for a format, language and communication method they understand. Practical preferences might include plain language, shorter messages, one question at a time, larger text, written follow-up after a call or interpreter-supported communication.
Record the usable instruction rather than only naming an impairment. Review it with the participant instead of assuming what will help.
Agree what a confirmation should include: service address, date, arrival window, expected service quantity, entry method and contact channel for changes. State whether reminders are wanted and who may respond.
A quote request or proposed time is not a booking. Ask the provider to distinguish proposed, confirmed, changed and cancelled status in plain wording.
Say whether the worker should call, text, use an intercom, knock, wait for a support person or follow another agreed process. Include an identity-confirmation step and instructions for pets or building entry.
The first-visit guide helps connect arrival communication with access, privacy and task preparation.
Give the cleaner an NDIS cleaning task list with essential, optional and do-not-touch items. State how the worker should ask when an instruction is unclear and who may approve a task substitution.
A consistent written reference reduces the risk that different workers receive different verbal directions. It should be updated when the participant changes a priority.
Do not use “urgent” for every message. A clear category helps the recipient act appropriately.
Agree whether the provider will confirm a reschedule, task change, new contact or access instruction by email or another durable method. A sent request does not itself prove acceptance.
If a phone conversation changes the arrangement, ask for a written summary showing the exact date or task affected. Keep it with the service agreement.
Tell the participant how to praise good work, request a small adjustment, raise a quality concern and make a formal complaint. Offer an alternative contact if the usual person is involved in the issue.
The NDIA’s working-with-providers guide says participants can state communication preferences, give feedback and use a trusted person for help. The NDIS Code of Conduct protects rights and respectful service.
The participant can specify which information each contact may receive and for how long. The NDIA’s consent guidance says consent can be changed or withdrawn, while identity checks still apply.
Do not place diagnoses, portal credentials, complaint details or reusable access codes into general scheduling messages. Send sensitive information only when needed and through an agreed channel.
Ask whether confirmations were understandable, reminders arrived through the right channel, the worker followed the arrival process and questions reached the authorised person. Update the written instruction when it does not work in practice.
Review again when the participant’s circumstances, contact person, provider, plan or access arrangement changes.
The official sources used here were reviewed on 4 September 2026. Recheck the NDIA’s guide to working with providers, agreement guidance and consent information when setting preferences.
Email the exact service address, preferred channel and format, authorised recipients, arrival instruction and task-question process to info@smurfettescleaningservice.net. Smurfettes can assess the request and confirm what can be implemented for the proposed service. Contact does not confirm a booking or funding.
Service overview: see the national NDIS indoor cleaning information.
