Taking new referrals|Call and you get a person, not a queue|1800 770 781
Services
All servicesThe full list, grouped three ways Supported Independent LivingSupport in the home you live in Personal care and daily activitiesShowering, dressing, getting ready Household tasksCleaning, laundry, shopping, meals Community and social participationGetting out to people and places Innovative community participationWhen the usual options have not worked Group and centre based activitiesThe same faces every week Daily living and life skillsCooking, budgeting, transport Early childhood supportsChildren under nine and their family Life stages and transitionLeaving school, moving out Employment supportsFinding work and staying in it Assistance animalsDaily care and handling
Why Serenica
How it works
What happens nextFrom first call to first shift Make a referralFor yourself, family or a client For support coordinatorsScope, capacity and how we report Our response timesWhat we promise, and by when Capacity and availabilityWho we can take on right now
Insights
About
About SerenicaWho we are and how we started AccessibilityEasy Read, interpreters, large print Feedback and complaintsHow to tell us something is wrong
Call 1800 770 781
4h
Our commitment

A promise you cannot check is just marketing.

Here is exactly how fast we answer, what answering actually means, and what happens when we get it wrong. Written down, so you can hold us to it.

4 hours to hear back on a new referral
We heart NDIS, Registered NDIS Provider
Certified to the NDIS Practice StandardsNDIS registration number 4-LOHEV53
A named personNot an automated receipt, and not someone will be in touch.
Yes or no, either wayIf we cannot help, you get that answer inside the same window.
Every miss loggedReviewed monthly by the director. That is what keeps this real.

What we commit to

A new referral
4 business hoursSeven days a week
An urgent or hospital discharge referral
2 business hoursSay urgent in the subject line
A general enquiry
1 business dayPhone or email
A complaint
1 business dayAcknowledged, then 21 days to resolve
An existing participant or their family
Same dayDuring business hours

What hearing back actually means

A reply from a named person who has read your referral and can tell you whether we have capacity. That is the whole point of the commitment. An automated acknowledgement is not a response, and neither is a holding email that promises a response later.

If the honest answer is that we cannot help, you get that answer inside the same window. Quickly enough to be useful, rather than after a week of silence.

Business hours

Monday to Friday, 9am to 5pm. A referral that arrives outside those hours starts its clock at 9am the next business day. Urgent referrals are monitored across the weekend, so a Saturday morning hospital discharge does not sit until Monday.

Counts as a response

  • A person who has read the referral and knows the participant name.
  • A clear yes, no, or a specific date we will know by.
  • A direct phone number or email for the person handling it.
  • The next step spelled out, whoever it belongs to.

Does not count

  • An automated receipt from an inbox.
  • Someone will be in touch shortly.
  • A call back that never names the participant.
  • A maybe that quietly becomes a no.

If we miss it

Tell us. Call 1800 770 781 and say the response time was missed. It goes straight to the director, not into a queue.

We log every miss and review them monthly. That is the difference between a commitment and a decoration, and it is also why we are comfortable publishing the numbers in the first place.

Why we publish this

Support coordinators tell us the same thing over and over. The hard part of placing someone is not finding providers, it is finding out which ones will answer. A referral sent on a Friday afternoon that gets no reply until Wednesday has cost the participant most of a week, and nobody ever apologises for it.

So we put the number in writing and we make it easy to hold us to. If that sounds like a low bar, it is. It is also one that plenty of providers do not clear.

Common questions

What if my referral is complicated?You still hear back inside four hours. The answer may be that we need a conversation before we can commit, but you will not be left wondering.
How do I flag something as urgent?Put the word urgent in the email subject line, or say it on the phone. That moves the window to two business hours.
Do these times apply during holidays?Public holidays are not business days, so the clock starts on the next one. Urgent referrals are still monitored.
Does this apply once someone is a participant?Yes, and it tightens. Existing participants and their families get a same day response during business hours.

Where to next

Make a referralStart the clock →Current capacityUpdated weekly →Feedback and complaintsHow to raise one →

Test it. That is the point.

Send a referral or ring us and see whether the numbers on this page hold. We would rather be measured than believed.

How we work with support coordinators →

Speak to us
1800 770 781
Monday to Friday, 9am to 5pm
info@serenicasupport.com.au
Suite 17, 89 to 97 Jones Street, Ultimo NSW 2007