Frequently asked questions

Call us on 1300 824 930, email hello@insightpbs.com.au, or submit the referral form. We accept referrals from participants, families, support coordinators, allied health professionals, schools and other providers, and we’ll contact you within 1–2 business days to discuss needs and next steps.

We publish them openly, always. Our live wait times page shows every region we service across VIC, NSW, SA and WA, and most regions currently sit around 2–4 weeks. Times vary weekly, so for a customised answer for your exact suburb, request a capacity check and we’ll respond within one business day. Your time on the waitlist begins once we receive a signed service agreement, not from the date of referral.

Yes. We offer both in-person and telehealth services across Australia. Telehealth suits regular check-ins, strategy reviews and training sessions, while in-person visits are used for functional behaviour assessments and direct observations. Using telehealth where clinically appropriate also removes travel charges entirely.

Yes. Our NDIS-registered practitioners support people of all ages: children, adolescents and adults. Every Behaviour Support Plan is tailored to the individual’s age, developmental stage, family situation and goals, and we work closely with families, schools and early childhood services when supporting children.

As soon as behaviours of concern start affecting a 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.

Everyone who plays a key role in the participant’s daily life and decision-making: the participant where possible, family members or primary carers, support coordinators or NDIS planners, disability support workers, and other professionals such as speech therapists, occupational therapists or school staff. A focused, collaborative team keeps the plan practical, consistent and person-centred.

Across four states: Victoria, New South Wales, South Australia and Western Australia, covering more than 45 communities. Our locations pages list every region with current wait times, and if you move interstate, your practitioner coordinates a smooth handover to the next regional team.

The NDIA, not us. Every rate comes from the NDIS Pricing Arrangements and Price Limits, updated each July through the Annual Pricing Review, and we bill at or below those limits, never above. Our pricing page explains every line item we use, when we use it, and shows a worked example invoice.

Usually Capacity Building – Improved Relationships, which covers assessment, plan development, report writing and coaching. In some plans, Improved Daily Living or Core funding applies instead, at a different rate. Our intake team checks your plan at referral and confirms the exact line items in your Service Agreement; if funding is insufficient, your practitioner can provide a recommendation to support a plan review. See every line item and rate.

Because most of a Behaviour Support Plan is built away from you: writing and updating the plan, analysing your team’s data, preparing reports, lodging with the NDIS Commission, and coordinating with your other supports. The NDIS Pricing Arrangements allow this work to be billed when it directly relates to your supports, and every invoice itemises it so you can see exactly what was done. Full explanation here.

Yes, in two parts, both set by the NDIS. Travel time is billed at half the hourly rate and is time-capped: a maximum of 30 minutes each way in metro areas and 60 minutes each way in regional areas, uncapped only in remote areas. Kilometres are billed at $0.99/km only where your plan includes non-labour travel funding, which our referral form establishes up front. Travel, explained properly.

Three ways: we match you with the closest available practitioner; where participants are further away, practitioners line up multiple visits in one trip so travel is shared rather than billed in full to each participant; and where clinically appropriate, telehealth removes the travel line entirely.

Since May 2025, NDIS funding is released in periods, usually three months at a time, rather than all at once, to help budgets stretch across the whole plan. How funding periods work, and what the PACE system means for participants.

No. Since September 2024 we support plan-managed and NDIA-managed participants only. Read about the decision, and what to do if you’re self-managed.

Where changes affect your supports, we update pricing schedules and Service Agreements to match the new arrangements and contact you with the relevant information. Prices never change silently.

Call 1300 824 930 or email hello@insightpbs.com.au first; most invoice questions are five-minute conversations. If you’d prefer a formal path, our feedback process is always open, and you can contact your plan manager or the NDIS Quality and Safeguards Commission at any time.

Yes. We’ve been a registered NDIS provider since 2021, now in our sixth year of operation, and behaviour support is the only service we offer. No mixed therapy suite: that focus is exactly why our practitioners, processes and support teams are so specialised in PBS.

Yes, strictly. Every price we charge comes from the NDIS Pricing Arrangements and Price Limits set by the NDIA, and we bill at or below those limits, never above. Our pricing page publishes every line item, rate and travel charge we use, with a worked example invoice, so nothing is a surprise.

Employees, every single one, on the SCHADS award with full leave, superannuation and professional indemnity cover. We don’t follow the contractor or sole-trader model of behaviour support. That means when you work with us, you don’t just get one practitioner’s experience; you get a supervised team that works off each other’s expertise, with in-house supervision at every level of the PBS Capability Framework, and consistency that contractor models can’t offer.

A dedicated support and triage team matches every referral, and with 70+ staff across four states there’s genuine flexibility and choice. Allocation weighs geographic location, practitioner capacity, any preference for practitioner gender, and experience with specific diagnoses and ages, and because the team is specialised, we have forensic, trauma, dual diagnosis, early intervention and school-based specialists on hand. Every referral is treated individually. Request practitioner bios for your area or meet our leadership team.

With a dedicated in-house compliance department that manages reporting timelines, incident reports and regulatory changes for every practitioner. After six years in the behaviour support space, we know the compliance and reporting rules deeply, and when regulations change, we’re typically among the first in the industry to implement them.

We’re one of Australia’s largest specialist behaviour support providers: 70+ employees working exclusively in PBS, more than 600 participants supported since 2021, coverage across 45+ communities in four states, and an HRD 5-Star Employer of Choice team behind every plan. We publish our wait times and our pricing openly, our practitioners are employees supervised in-house, and our publication and PD program are read by more than 1,000 practitioners across the sector. Most importantly: practical, compassionate plans that genuinely improve lives.

Yes. Alongside participant services, we deliver workplace PBS training for schools, SIL providers and disability organisations: practical workshops, live webinars and coaching on proactive, positive behaviour support.

We genuinely want to hear it. Call 1300 824 930, email hello@insightpbs.com.au, or use our feedback page. You can also contact the NDIS Quality and Safeguards Commission directly at any time; supporting your right to do so is part of our job.