In-home tech support for NDIS participants. Honest about what’s funded, what isn’t.
Plain English. Patient pace. Written notes after every visit. Working with self-managed and plan-managed participants across Melbourne — and the Plan Managers and Support Coordinators who refer them.
Most providers won’t tell you what they can’t do. I will.
In-home tech support sits in a specific lane within the NDIS. Some of what I do can be funded under a participant’s plan. Some can’t. And one thing in particular gets confused often, so I want to name it directly.
What I do
- Set up and configure devices — iPads, tablets, phones, laptops, desktops
- Communication apps — Zoom, WhatsApp, FaceTime, Teams, Messenger
- Email, MyGov, Medicare, NDIS portal access
- Wi-Fi, NBN, internet troubleshooting
- Telehealth setup and testing
- Online safety and scam awareness — at the participant’s pace
- Bluetooth pairing for hearing aids, headphones, speakers
- Accessibility features — zoom, voice control, font size, contrast
- Smart home setup — Alexa, Google Home, smart plugs
- Printer, smart TV, streaming setup
- Digital skills lessons over multiple sessions
- Written summary emailed after every visit
What I don’t do
- Specialist Assistive Technology Mentoring (line item 15_300_0103_1_3)
- AT prescription, assessment, or trial
- AAC (Augmentative and Alternative Communication) setup
- Occupational therapy or therapy assessments
- Speech pathology
- Physical repair of broken devices (different line item — AT Repair)
- Purchase or supply of devices (requires Capital AT assessment)
- Ongoing software subscriptions (Microsoft 365, app purchases)
- Work for agency-managed (NDIA-managed) participants
- Anything outside my qualifications — I’ll refer you on
The day-to-day tech help most NDIS participants and families actually need.
Below is what I’m asked for most. Each visit is paced for the participant — no rushing, no jargon, no “let me just take it from here”. The aim is for the person to understand their own technology a little better by the time I leave.
iPad & device setup
New iPads, tablets, smartphones — Apple ID, account recovery, accessibility settings (font size, voice control, zoom, contrast). I’ll also tidy up old logins and remove anything the participant doesn’t need.
Zoom, Teams & telehealth
Set up, tested, and made simple — including a written one-page guide left on the kitchen bench. Microphone, camera, speaker, and a practice run before the first real appointment.
MyGov, Medicare, NDIS portal
Account access, passwords reset, two-factor authentication set up properly. Most participants need this once, then never have to think about it again.
Wi-Fi, NBN & internet
Dead spots, dropouts, devices that won’t connect. Often it’s a 5GHz / 2.4GHz mismatch, an old router placement issue, or a router that needs replacing. Usually fixable in one visit.
Online safety & scam recovery
If a participant has already been scammed: I’ll secure the device, change the right passwords, and walk through what to watch for. If they haven’t: a 30-minute “what to ignore and what to trust” session that pays for itself.
Digital skills lessons
One-on-one, in-home, over multiple sessions. Email, photos, video calls with family, online banking, online shopping safely. Paced for the participant, not the technician.
How participants pay for visits — by plan management type.
Fixable is an unregistered NDIS provider. That changes who can use the service. Here’s the honest version, broken down by how the participant’s plan is managed.
Self-Managed
The participant (or their nominee) pays the Fixable invoice and claims reimbursement through the NDIS portal. Unregistered providers are fine. No agency approval needed beyond the participant’s own plan and choice.
Plan-Managed
The Plan Manager pays the Fixable invoice and codes it against the appropriate line item under the participant’s plan. I work with the Plan Manager up front so the line item is agreed before the first visit — no bouncing invoices.
Agency-Managed
NDIA-managed plans can only fund NDIS-registered providers. Fixable is unregistered. If you’re agency-managed and want this kind of in-home tech help, use the NDIS Provider Finder or speak with your Support Coordinator about your options.
How this works, depending on who you are.
Refer with confidence. No chasing.
Send participant details by phone or email and I’ll respond the same business day. After the visit, I send you a short summary — what we did, what’s outstanding, whether more visits would help — without breaching the participant’s privacy.
- Same-day acknowledgement of every referral
- Visit booked at the participant’s pace
- Short post-visit note for your records
- Service agreement available on request
Invoices done right. No bounces.
Invoices issued within 24 hours of each visit. Line item agreed up front. Includes participant name, NDIS number, service date, duration, rate ($89/hr), and total. Monthly consolidated invoices available on request.
- Pre-visit line item confirmation
- Invoices within 24 hours
- Clean PDF format
- Monthly consolidation if preferred
One person at the door. Same one every time.
No contractors. No rotating staff. The same technician each visit, who remembers your setup so you don’t have to start from scratch every time. Family members, carers and support workers welcome at every visit.
- Same Osama every visit
- Family / carer / support worker welcome
- Written notes left after every visit
- No rush, no jargon, no talking down
Where I work, across Melbourne.
All of metropolitan Melbourne, up to 60km from the CBD. If a participant lives just outside the listed areas, give me a call — there’s a good chance the visit is still doable.
Inner East / Boroondara
Hawthorn, Kew, Camberwell, Balwyn, Balwyn North, Canterbury, Surrey Hills, Glen Iris, Deepdene, Mont Albert, Kooyong
Whitehorse / Box Hill
Box Hill, Blackburn, Mitcham, Nunawading, Forest Hill, Burwood, Burwood East, Vermont, Vermont South
Manningham / Doncaster
Doncaster, Doncaster East, Templestowe, Templestowe Lower, Donvale, Bulleen, Park Orchards, Warrandyte
Maroondah
Ringwood, Ringwood East, Ringwood North, Croydon, Croydon North, Croydon South, Heathmont, Warranwood
Monash & Knox
Glen Waverley, Mount Waverley, Wheelers Hill, Oakleigh, Oakleigh East, Chadstone, Clayton, Mulgrave, Wantirna, Wantirna South, Rowville, Knoxfield, Scoresby
Stonnington / Inner South
Toorak, Malvern, Malvern East, Armadale, Prahran, Windsor, South Yarra, Middle Park
Bayside
Brighton, Brighton East, Hampton, Sandringham, Black Rock, Beaumaris, Albert Park, Port Melbourne
City & CBD
Melbourne CBD, Carlton, Docklands, Southbank, East Melbourne, North Melbourne, Parkville, Fitzroy
If a suburb isn’t listed but you’re inside the 60km zone, ring 0435 955 429 — I likely still cover it.
Same hourly rate for everyone — NDIS participants, families, support workers, businesses. No call-out fee. No minimum hours. Billed per 15 minutes after the first hour.
Call-out fee
$0 — never charged
Minimum charge
1 hour, then per 15 minutes
Travel
Included within Melbourne metro
The seven elements — and how each shows up in a Fixable visit.
Both registered and unregistered NDIS providers must comply with the NDIS Code of Conduct. Here are the seven elements set by the NDIS Quality and Safeguards Commission, and how each one translates into how I work day-to-day.
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Respect for individual rights, self-determination, decision-making
The participant decides the pace, what gets fixed, what stays as it is. I don’t move on a task until they’ve had a chance to say “yes, go ahead” — even when family members might be ready sooner.
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Respect the privacy of people with disability
Visit notes go only to people the participant has named — typically the participant themselves, a family contact, and (with consent) the Support Coordinator or Plan Manager. No information shared beyond what’s needed for the work.
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Provide supports in a safe and competent manner, with care and skill
I work only within what I’m qualified to do — IT and digital skills. Anything outside that scope (AT prescription, OT, speech, specialist AT Mentoring) I’ll refer to a qualified provider rather than attempt.
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Act with integrity, honesty and transparency
Prices stated up front. Limits stated up front. Funding pathways agreed before the work starts. If something I’m doing turns out to fall outside what’s reasonable to bill, I’ll say so — and not invoice for it.
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Promptly raise and act on concerns about quality and safety
If I notice anything during a visit that concerns me about the participant’s safety or wellbeing — online or otherwise — I’ll talk to the participant first, and (with their permission) raise it with their Support Coordinator or nominated contact. Concerns can also be raised directly with the NDIS Commission.
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Prevent and respond to violence, exploitation, neglect and abuse
NDIS Worker Screening cleared. Police Check current. Working With Children Check current. Trained in recognising the signs of financial scams and elder abuse — the most common forms of exploitation that show up in tech work. I’ll raise any concerns through proper channels, including the NDIS Commission where required.
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Prevent and respond to sexual misconduct
Conduct strictly professional at every visit. Family member, support worker, or carer welcome at any visit, especially first visits. Working With Children Check current for visits involving minors.
Source: NDIS Code of Conduct, NDIS Quality and Safeguards Commission. Concerns about any NDIS support can be raised directly with the Commission on 1800 035 544 or via ndiscommission.gov.au.
Everything documented. Everything current.
Copies of any of the below available on request before the first visit — just ask.
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NDIS Worker Screening Check Cleared, current
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National Police Check Cleared, current
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Working With Children Check (VIC) Cleared, current
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Public Liability Insurance Active, current
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Professional Indemnity Insurance Active, current
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NDIS Code of Conduct All 7 elements (above)
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Bachelor of Commerce Deakin University
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Microsoft & Google certified Professional certifications
I’m Osama. Fixable is just me.
One person. No subcontractors. The same technician at every visit. My background is in aged care, then four years of professional IT — including time with Geeks2U (the in-home arm of Officeworks) and an ongoing partnership with JB Hi-Fi on dispatched in-home jobs. Around 2023 I started Fixable to focus on the work that suits me best: a slower, patient approach for older participants, NDIS participants, and families managing tech that’s been rushed through too many times before.
The questions SCs, Plan Managers and families ask most.
How do I refer a participant?
Phone 0435 955 429 or email hello@fixable.au. Include the participant’s name, contact number, suburb, plan management type (self / plan / agency), the Plan Manager’s invoicing email if applicable, and a sentence on what the participant needs help with. I’ll respond the same business day, usually within a couple of hours.
What’s the right line item for your work?
It depends on the participant’s plan structure, and that decision belongs with the Plan Manager. What I can tell you is what it isn’t: it isn’t AT Mentoring (15_300_0103_1_3), because that requires a Certificate IV in AT Mentoring plus lived experience of AT use — I don’t hold those.
In practice, in-home tech support is usually funded through a participant’s Core Supports or general Capacity Building budget, depending on how the plan is written. I’ll confirm the line item with the Plan Manager before the first visit so the invoice doesn’t bounce.
What if my participant is agency-managed?
NDIA-managed plans can only fund NDIS-registered providers, and Fixable is unregistered. I won’t be able to help directly. The NDIS Provider Finder lists registered providers for agency-managed participants. If a participant is partway through changing plan management types, I’m happy to wait for the change to come through before booking.
Can I see your screening checks before referring?
Yes — happy to email copies of NDIS Worker Screening Clearance, National Police Check, Working With Children Check, public liability and professional indemnity insurance certificates. Just ask.
Do you provide a service agreement?
Yes — a two-page plain-English service agreement, sent before the first visit. The participant (or their nominated decision-maker) signs once and it stays current. Plan Manager copied on request.
What’s your invoice turnaround?
Within 24 hours of the visit. Invoices include participant name, NDIS number, date, duration, rate, total, and the agreed line item code. Monthly consolidated invoices available if the Plan Manager prefers them.
What if the participant cancels last minute?
No fee for cancellations with 24 hours notice. For same-day cancellations, I only charge for travel if I’m already en route — never the full session. Anything else gets refunded or not invoiced.
Can a family member, support worker or LAC be present?
Always welcome at any visit. Some participants prefer having a familiar person there, especially for the first session. Just let me know in advance so I can plan the visit around it.
Do you write progress notes?
Yes. Short written notes after each visit covering what was done, what was achieved, and what’s outstanding. Useful for plan reviews. Sent to the participant by default, and to the Support Coordinator with the participant’s consent.
What about communication needs or anxiety around new people?
Tell me before the visit and I’ll plan around it. That might mean a shorter first visit, doing the introduction by phone first, having a support worker present, or working in a particular room. The aged care background means this part isn’t unfamiliar.
What if a participant needs to buy a device, not just learn how to use one?
Buying devices isn’t AT Mentoring (a common mix-up) — it requires a Capital AT assessment, typically from an OT. I can recommend which device fits the participant’s needs, write a short note to support the OT assessment, and set the device up once it’s purchased. The purchase itself stays separate.
How do I raise a concern about a visit?
First — tell me. Phone 0435 955 429 or email hello@fixable.au. I’d rather hear directly so we can sort it. You can also raise concerns about any NDIS support with the NDIS Quality and Safeguards Commission on 1800 035 544 or via ndiscommission.gov.au. This is a right under the NDIS Code of Conduct and there are no consequences for raising one.
Are NDIS price caps subject to change?
Yes — annually, on 1 July. The current pricing arrangements are the NDIS 2025-26 set, effective 1 July 2025. Fixable’s $89/hr is reviewed against the relevant cap each financial year and never charged above it.
Raise a concern about NDIS support.
Anyone — participant, family member, Support Coordinator, Plan Manager, or member of the public — can raise a concern about an NDIS provider, registered or unregistered. This is a right under the NDIS Code of Conduct.
Talk to me first if it’s about a Fixable visit: 0435 955 429 or hello@fixable.au. I’d rather hear directly.
Or contact the NDIS Quality and Safeguards Commission directly: 1800 035 544 · ndiscommission.gov.au. There are no consequences for raising a concern.
One call. One person. Same one every visit.
Support Coordinators, Plan Managers, participants and families all welcome. Phone is fastest for new referrals; email works for anything that’s not urgent.
Mon-Fri 7am-7pm · Sat 7am-5pm · Sunday emergencies by phone