Nominate a service contact or call 1300 525 336.
An authorised NDIS cleaning contact should have a defined role. One person may arrange visits, another may manage invoices and the participant may keep authority over task changes and complaints. Naming a contact without stating what they may do can lead to privacy breaches, conflicting instructions or an unauthorised service change.
Begin with the participant’s decisions, communication preferences and existing formal arrangements. Support from another person should help the participant understand and exercise choice, not replace their voice by default.
The NDIA’s guide to working with providers says a participant can use a trusted person for help and can state how providers should communicate.
“Mum”, “support coordinator” or “plan manager” does not by itself explain authority. Record the person’s name, contact details, role and the decisions or information covered.
A family member may be an emergency contact without controlling invoices. A plan manager may process invoices without approving rooms or access. A support coordinator may help compare services without being the participant’s legal nominee.
The NDIA’s consent guidance explains that a participant can choose who may receive information or act, for what purpose and for how long. Consent can later be changed or withdrawn, and identity checks still apply.
Use a start date and review point for an ongoing contact. A one-off permission to discuss a quote should not silently become permanent authority over all future services.
Agree how the provider verifies the participant and authorised contact, particularly for a first instruction, a new email address, a changed phone number, an access request or cancellation. Use a known contact route when a message is unexpected.
Do not disclose service details merely because someone knows the address or participant’s name. Do not ask for portal or myGov credentials as proof.
A scheduler may need timing and access notes; a cleaner may need the bounded task and safe-work instructions; a billing contact may need invoice details. They do not automatically need one another’s complete records.
Use the privacy and information-sharing guide. The NDIA’s plan-sharing guidance makes clear that sharing a plan with a provider is a participant choice.
Record authorised roles, contact methods, change approval, access, invoicing and withdrawal in the agreement or a controlled attachment. The NDIA says a service agreement can cover responsibilities, delivery, payment, changes and what happens if a problem arises.
Ask for an updated copy when contacts change. An old email thread and a current agreement should not give conflicting instructions.
If two people give different instructions, pause the affected decision and check with the participant or the person whose verified authority covers it. Do not choose the most recent, forceful or convenient instruction without checking.
For urgent safe-work matters, the worker can stop and contact the service channel. Immediate danger requires 000.
Being authorised to discuss invoices does not authorise entry. Name who may give keys, codes, concierge directions or permission for unattended access and who may withdraw it.
The home access and key guide provides custody, failed-entry and return steps.
Use the communication-preferences guide to set the primary recipient, backup channel, accessible format and message categories. Avoid copying complaint or health details to every contact.
Tell the provider whether the participant should receive a copy even when another contact coordinates the service.
State the contact whose authority ends, the exact functions affected and the effective date. Identify the replacement contact if there is one and ask for written acknowledgement.
Recover or revoke access items separately. A provider may still retain lawful historical service and financial records, but should not assume the old person can make new decisions.
The official sources used here were reviewed on 4 September 2026. Recheck the NDIA’s consent guidance, plan-sharing information, service-agreement guidance and the Commission’s Code of Conduct.
Email the service address, participant’s preferred contact, each authorised person’s role and the decisions they may make to info@smurfettescleaningservice.net. Do not include portal credentials or unnecessary plan information. Smurfettes can confirm how the contact record will be applied to a proposed service.
Service overview: see the national NDIS indoor cleaning information.
