- Registered NDIS Provider
- Hunter New England & Regional NSW
Have a question or want to get a feel for our team? We’d love to hear from you. Tell us a little about yourself and what’s prompted you to reach out.
The information you provide will be used to respond to this enquiry and determine whether our supports may be suitable. Please see our Privacy Policy for information about how we collect, use and protect personal information.
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We aim to respond within 1 business day.
Hunter New England & Regional NSW
We aim to respond within 1 business day.
Hunter New England & Regional NSW
You might have a specific question, a concern about your current arrangements or an idea you’d like to discuss. When you contact COS Connect, we make time to understand what’s on your mind and give you a thoughtful response.
You’re welcome to ask someone you trust to join the conversation. Let us know how you prefer to communicate, so we can consider what would make getting in touch easier for you.
Choosing a Support Coordinator is a personal decision. These answers explore some of the situations that can come up when working together, so you can get a better feel for our approach.
Please let us know. A good working relationship matters, and you should feel comfortable asking questions, expressing concerns and being yourself.
We’ll listen to what isn’t working and talk about what could help. It might be a different communication style, clearer expectations or a conversation about another coordinator, depending on availability. You can also ask someone you trust to help explain your concerns.
You don’t need to make it personal or have a lengthy explanation. Knowing what would suit you better gives us a useful place to start.
We’d start by asking what you’d like to carry forward and what you’d like to change. You may have providers you’re happy with, tasks already underway or an issue that needs attention soon. Understanding these details helps us plan the transition around your circumstances.
With your consent, we can communicate with your current coordinator and request relevant information. This might include your current plan, provider details, progress on outstanding tasks and an update on your coordination funding. We’d also discuss any notice requirements in your existing service agreement and agree on responsibilities during the handover.
Our aim is to build on the useful work already done and reduce the amount you need to explain again. We’ll still want to hear things in your own words, particularly where your preferences or priorities have changed.
Before moving ahead, we’d talk through the proposed timing, what information will be shared and anything that could affect continuity. You stay involved in deciding how the transition happens.
We can talk through how costs and funding updates will be communicated when we agree on your support. This is a useful time to ask about rates, the activities you may be charged for and how you’ll receive information about completed work.
As we work together, you’re welcome to ask for an explanation of our charges and how they relate to the tasks undertaken. Comparing this information with your plan manager’s statements or available funding records can help you understand what has been spent and what remains.
If you’re changing coordinators, previous charges or invoices still being processed may also need to be considered. We’ll explain any gaps in the information available, so you understand how current the figures are.
We’d talk with you about the funding available, the work still needed and which tasks matter most. Having that conversation early gives us more opportunity to plan together.
For example, you might want to prioritise resolving a provider issue, organising an essential support or preparing information for an upcoming plan discussion. We can consider which tasks you feel comfortable handling yourself and where our involvement would be most useful.
We’d also discuss whether the remaining funding allows for the amount of contact and work you’d prefer. Any proposed adjustments should be clear to you, including what they could mean for ongoing support.
Please contact COS Connect if you’re concerned about your coordination budget. We can look at your circumstances and discuss realistic options, without assuming that additional funding will become available.
We’d first listen to what has happened and what you’d like to see change. A missed appointment, unclear communication and repeated problems may each need a different response.
With your permission, we can help you review the relevant agreement, clarify what was expected and raise the issue with the provider. Keeping a record of missed services, correspondence and the impact on you can make that conversation more specific.
You might want an explanation, a practical solution or help considering another provider. We can discuss those options and help you understand the steps involved. If the issue remains unresolved, we can also help you identify an appropriate complaints pathway.
Your preferences guide our involvement. We’ll talk with you before contacting others and help you consider how any changes could affect your existing arrangements.
We’d begin by listening, at a pace that feels manageable for you. You can share as much or as little about the previous experience as you feel comfortable with. What helps us most is understanding what you need from the relationship now.
Perhaps you felt decisions were made without you, weren’t sure what you were being charged for or found it difficult to get a clear answer. We’d talk about those concerns and agree on practical expectations for working together. That could include how we communicate, how decisions are discussed and when you want us to seek your input.
Trust develops through everyday actions. Clear explanations, respect for your boundaries and reliable follow-through all matter. We welcome questions about our advice and want you to feel able to tell us when something doesn’t sit comfortably.
You can involve a trusted person in conversations if that helps. We’ll also make room to revisit our approach as we get to know you, rather than expecting you to feel comfortable straight away.
We’d have an honest conversation about what support you need and what your remaining budget can realistically cover. We can’t promise extra funding or continue chargeable work without an agreed way to pay for it.
Together, we’d identify the most pressing tasks and discuss other possible sources of assistance, including relevant community services, your existing support network or your NDIS contact. If your circumstances have changed, we can discuss options for raising those changes with the NDIS.
The aim is to give you a clear picture of the options and their limits, so you can make informed decisions about your next steps.
