Frequently Asked Questions

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Accessing our Services

How do I get started with Positive Behaviour Support at Insight PBS?
Getting started is simple. You (or your support coordinator, family member, or allied health professional) can call us on 1300 824 930, email hello@insightpbs.com.au, or submit an enquiry via our website. We accept referrals from participants, families, support coordinators, and other professionals. Once we receive your referral, we’ll contact you within 1–2 business days to discuss your needs and next steps.

What are the current wait times for NDIS behaviour support with Insight PBS?
Insight PBS has some of the shortest wait times among specialist NDIS behaviour support providers in Australia. Depending on your location and current demand, wait times typically range from 2–12 weeks. Many participants in Melbourne and regional Victoria start within 2–6 weeks. Contact us for the most up-to-date wait time in your area.

Which NDIS funding budgets can I use for Positive Behaviour Support?
Positive Behaviour Support is primarily funded under the Capacity Building – Improved Relationships budget in your NDIS plan. If your plan does not have sufficient funding allocated, our practitioners can provide a recommendation for a plan review so you can access the support you need.

Can I receive Positive Behaviour Support via telehealth?
Yes. Insight PBS offers both in-person and telehealth behaviour support services across Australia. Telehealth is often ideal for regular check-ins, strategy reviews, and training sessions, while in-person visits are available for functional behaviour assessments and direct observations where needed. We use the format that works best for you and your support team.

Is Positive Behaviour Support suitable for children as well as adults?
Yes. Our NDIS-registered practitioners support people of all ages, children, adolescents, and adults. Every Positive Behaviour Support Plan is fully tailored to the individual’s age, developmental stage, family situation, and personal goals. We work closely with families, schools, and early childhood services when supporting children.

What is the difference between Positive Behaviour Support and psychology services?
Positive Behaviour Support (PBS) focuses on understanding the environmental and functional reasons behind behaviours of concern and building practical skills and supportive environments. Psychology services typically address mental health, emotional wellbeing, or trauma. Many participants benefit from both services working together as part of a coordinated support team.

What is the difference between an interim and a comprehensive Behaviour Support Plan?
An interim Behaviour Support Plan is developed quickly (usually within 1 month) to keep everyone safe while we complete a full assessment, especially when restrictive practices are already in use. A comprehensive Behaviour Support Plan is a detailed, long-term document completed within 6 months. It includes a full functional behaviour assessment, proactive strategies, skill-building goals, and ongoing review processes.

How involved will my family, carers, and support team be in the behaviour support process?
Very involved. Positive Behaviour Support is a collaborative, person-centred approach. We work closely with the participant, family members, carers, support coordinators, and disability support workers throughout the entire process, from assessment to plan implementation and training. We also provide targeted training sessions so everyone can consistently use the strategies.

How do you measure success in a Positive Behaviour Support Plan?
Success is measured using clear, data-driven outcomes that are reviewed regularly with the participant and their support network. We track reductions in behaviours of concern, increases in quality of life, skill development, and decreases in the use of restrictive practices. Progress is documented and discussed at every review so adjustments can be made quickly.

Why should I choose Insight PBS for my NDIS behaviour support needs?
Insight PBS is one of Australia’s largest specialist behaviour support providers, with more than 60 experienced practitioners working exclusively in Positive Behaviour Support. We are fully NDIS-registered, follow the NDIS Positive Behaviour Support Capability Framework, and focus only on behaviour support, not other therapies. Our short wait times, home-based practitioners, and national coverage across 45+ communities make high-quality support more accessible. Most importantly, we deliver practical, compassionate plans that genuinely improve lives.

General PBS Questions

What is a behaviour support plan?

A behaviour support plan is a personalised, evidence-based document developed in partnership with the person with disability, their family, carers, and support network. It outlines proactive strategies to improve quality of life, reduce behaviours of concern, and minimise or eliminate the use of restrictive practices. Every NDIS behaviour support plan is tailored to the individual’s unique needs and goals.

What are behaviours of concern?

Behaviours of concern are actions that are of such intensity, frequency, or duration that they seriously endanger the physical safety of the person or others. Common examples include self-harm, physical or verbal aggression, property damage, and other behaviours that make it difficult for the person to be safely supported. Positive Behaviour Support works to understand the root causes of these behaviours rather than simply reacting to them.

How often do behaviour support plans need to be reviewed?

NDIS behaviour support plans that include regulated restrictive practices must be reviewed at least every 12 months, or earlier if the participant’s circumstances, needs, or behaviours change. Regular reviews ensure the plan remains effective, up-to-date, and continues to reduce behaviours of concern while improving quality of life.

What are restrictive practices?

A restrictive practice is any intervention that restricts the rights or freedom of movement of a person with disability, primarily to protect them or others from harm. Under the NDIS, these practices are tightly regulated and monitored by the NDIS Commission. Positive Behaviour Support aims to reduce and, where possible, eliminate the need for any restrictive practices.

Who are NDIS Registered Behaviour Support Practitioners?

NDIS Registered Behaviour Support Practitioners are qualified professionals assessed as suitable by the NDIS Quality and Safeguards Commission. They must meet the standards set out in the NDIS Positive Behaviour Support Capability Framework. Insight PBS only employs practitioners who are fully registered or provisionally suitable while completing their assessment.

What is the role of the NDIS Commission’s behaviour support function?

The NDIS Commission’s behaviour support team provides national clinical leadership in Positive Behaviour Support. Its main goals are to improve quality-of-life outcomes for people with disability and to actively reduce and eliminate the use of restrictive practices across Australia.

What are the regulated restrictive practices?

The NDIS Commission regulates five categories of restrictive practices:

  • Seclusion
  • Chemical restraint
  • Mechanical restraint
  • Physical restraint
  • Environmental restraint

Each category is clearly defined and must only be used as a last resort, with strict reporting and oversight requirements. The ultimate aim of Positive Behaviour Support is to minimise or remove the need for these practices.

What happens if there is a regulated restrictive practice used in my service that is not part of a behaviour support plan?

If a regulated restrictive practice is used without being included in an approved behaviour support plan, the NDIS-registered provider must report it as a reportable incident to the NDIS Commission within 5 days. This triggers a review and ensures the person receives proper Positive Behaviour Support to address the underlying causes safely and legally.

What if a family is using a regulated restrictive practice?

When developing and implementing a Positive Behaviour Support plan, our practitioners work directly with the participant’s entire support network—including family—to replace restrictive practices with proactive, evidence-based strategies. The NDIS Commission’s oversight applies to registered providers, while our team focuses on collaborative training and support for families.

What does a Behaviour Support Practitioner do?

A Behaviour Support Practitioner delivers specialist NDIS Positive Behaviour Support by:

  • Assessing behaviours of concern and associated risks
  • Conducting functional behaviour assessments through observations, interviews, and data analysis
  • Developing individualised behaviour support plans that reduce behaviours of concern and teach new skills
  • Submitting plans containing restrictive practices to the NDIS Commission
  • Training support staff, carers, and families in implementing strategies
  • Creating behaviour response plans and regularly reviewing progress

Their focus is always on improving quality of life while minimising restrictive practices.

When should I consider Behaviour Support Services?

You should consider NDIS Positive Behaviour Support services as soon as behaviours of concern start affecting the person’s safety, relationships, or quality of life. Early intervention with specialist behaviour support leads to faster, more positive outcomes for the participant and everyone who supports them.

Who should attend a behaviour support care team meeting?

A behaviour support care team should include everyone who plays a key role in the participant’s daily life and decision-making. This typically includes:

  • The participant (where possible)
  • Their family members or primary carers
  • Support coordinators or NDIS planners
  • Disability support workers
  • Other professionals (e.g., speech therapists, occupational therapists, or school staff) who contribute to the person’s support

Keeping the team focused and collaborative ensures the Positive Behaviour Support plan is practical, consistent, and truly person-centred.

Insight PBS Business Questions

Is Insight PBS NDIS registered?

Yes. Insight PBS has been operating since 2021. This will be our sixth year in operation as a registered NDIS provider for behaviour support. We have only ever focused on behaviour support. It is the only service we offer, and we do not have a full suite of services like other providers. This means that we are highly specialised in behaviour support. We have some of the most experienced practitioners on hand and have the support team and processes in place to help everyone provide a very high-quality service in behaviour support.

Do you follow the NDIS guidelines for pricing?

Behaviours of concern are actions that are of such intensity, frequency, or duration that they seriously endanger the physical safety of the person or others. Common examples include self-harm, physical or verbal aggression, property damage, and other behaviours that make it difficult for the person to be safely supported. Positive Behaviour Support works to understand the root causes of these behaviours rather than simply reacting to them.

Are your practitioners employees or contractors? 

NDIS behaviour support plans that include regulated restrictive practices must be reviewed at least every 12 months, or earlier if the participant’s circumstances, needs, or behaviours change. Regular reviews ensure the plan remains effective, up-to-date, and continues to reduce behaviours of concern while improving quality of life.

How does Insight PBS allocate practitioners and ensure quality and consistency of service

Allocation doesn’t just have to be about geographic location. What’s great about Insight PBS is that our Victorian team has more than 25 practitioners on hand. This means that there is greater flexibility and choice when it comes to finding the right practitioner for your participants.
All of our practitioners are employees. We do not follow the contractor model of behaviour support, nor the sole trader model of behaviour support. That means that our behaviour support team has the ability to work off each other and their experiences when working with a participant. When you work with us, you don’t just get the experience of the practitioner you receive; you receive the combined expertise and knowledge of every single one of our Victorian practitioners.
Allocation is dependent on multiple factors, all of which centre around the information provided in a referral form. We have a dedicated support and triage team who work with you to find the right practitioner. Other factors include:
  • Geographic location
  • Preference of gender of practitioner
  • Different diagnosis
  • Different ages
Because our team is very specialised, we have multiple specialists on hand (for example, forensic specialists, early intervention specialists, school-based specialists). All this combines to mean that every referral is treated differently, and we can customise your service depending on the needs of each participant.
How does Insight PBS manage reporting, compliance, and restrictive practices?
Because we’ve been around the behaviour support space for six years, we understand all the compliance and reporting timelines and rules. We have our own compliance department that manages all reporting compliance for our practitioners in the support team, incident reports, and any changes within the NDIS. When there is a change or update in regulations, we are typically the first to implement it across the industry.
Restricted practises are a very interesting and decisive topic. We don’t avoid restricted practises because they are very common when families and participants come to us. In some instances, restrictive practices can save lives. Not all of them are instantly terrible and need to be removed as quickly as possible. We see a whole range of all different types of restrictive practises. We also receive a lot of referrals from other providers that don’t want to deal with restricted practices; they seem to reject referrals as soon as restrictive practices have been identified. We, on the other hand, follow the NDIS rules, which are as follows:
  1. Once a restrictive practise has been identified, we need to write and complete an interim behaviour support plan within 30 days.
  2. Our compliance team helps our practitioners stay on track and meet this timeline.
  3. Once that reporting is complete, we can work to help manage, reduce, or eliminate restrictive practises as we build our comprehensive behaviour support plan over the next few months.