About Hope Harbour
Support works when you choose who gives it.
We are a Melbourne NDIS provider built around one belief: the person receiving support should decide who delivers it, what it looks like, and when it changes.
Why we exist
The name is the idea.
A harbour is not where a boat stays. It is where it is safe enough to set out from.
Too much disability support is organised around the provider's roster rather than the participant's life. Workers change without warning. Nobody reads the file. The same routine has to be explained to a new face every fortnight, and the person receiving support ends up managing their own support team for free.
Hope Harbour was set up to do the opposite. Small, consistent teams. Matching that takes the time it needs to take. Paperwork you can read without a support coordinator translating it. And a straight answer when we are not the right provider for you.
We are approved to deliver four kinds of NDIS support, and for now that is deliberately all we do. We would rather be genuinely good at support work than average at everything.
How we work
Five commitments we will hold ourselves to.
If we ever fall short of one of these, tell us. There is a formal way to do that, and using it will not affect your support.
You choose your workers
We shortlist, you decide. A meet and greet before anything starts, and a no-questions swap if the fit is wrong. You will never be asked to just put up with someone.
Consistency over convenience
A small, regular team around each participant. It is harder to roster and it is the single thing that makes support feel like support rather than a service.
We say no when we should
If we cannot staff your needs safely, or you would be better served elsewhere, we will tell you and help you look. Taking work we cannot do well is how people get hurt.
Plain English, always
Service agreements, invoices and progress notes written to be read. Easy Read versions of anything, on request, at no cost.
One person who knows you
A named coordinator with your file in their head, not a shared inbox and a ticket number.
Your money, transparently spent
Charged at or below the NDIS Price Guide, with line items explained before you sign and an itemised statement whenever you ask for one.
Safeguards
The unglamorous part that actually matters.
Choice and control are only real if the basics underneath them are solid. Every Hope Harbour support worker, without exception, holds the following before their first shift.
- NDIS Worker Screening Check. Cleared and verified, not pending.
- Victorian Working with Children Check. For anyone who may support a participant under 18.
- NDIS Worker Orientation Module. The Commission's mandatory induction, completed.
- First aid and CPR. Current certification.
- Paid Hope Harbour induction. Including the Code of Conduct, incident reporting, manual handling and infection control.
- Ongoing supervision. Regular check-ins, not just an annual review.
Registration and identity
| Trading name | Hope Harbour |
|---|---|
| ABN | 63 677 813 384 |
| NDIS status | Registered NDIS provider |
| Service area | Greater Melbourne, Victoria |
| Insurance | Public liability and professional indemnity held |
You are entitled to ask any provider for evidence of all of the above. Email info@hopeharbour.com.au and we will send it.
Your rights
What you are entitled to, from anyone.
These are not Hope Harbour policies. They are your rights under the NDIS Code of Conduct, and they apply to every provider you ever use.
- To be treated with respect, and to have your privacy protected
- To make your own decisions, and to be supported to do so
- To be given information in a way you can understand
- To be free from violence, abuse, neglect, exploitation and discrimination
- To raise a concern or complaint without it affecting your support
- To have an advocate, family member or friend involved as much as you want
- To change or leave your provider
If something goes wrong
Tell us first if you feel able to. We would rather hear it directly and fix it.
You can also go straight to the NDIS Quality and Safeguards Commission at any time, without telling us. Call 1800 035 544 or visit ndiscommission.gov.au.
For free, independent advocacy, contact the Disability Advocacy Resource Unit at daru.org.au.
Ready when you are
Want to know if we are a good fit?
One phone call is usually enough to find out. There is no cost and no obligation.