Customer Update - 29 July 2021


Our refreshed Values and Strategic Plan

Working closely with our Customer Advisory Council, Board and Staff, we have refreshed our values and developed a clear strategic plan to guide us over the next three years.

At the centre of everything we do at Ability WA is you, our customers. Our values and strategic plan ensures our staff are empowered to work closely with you to provide the very best support you expect. 

We’re proud to share these values and our plan with you. You can access them by clicking here.

The Ability WA Commitment

Last year, the Customer Advisory Council led the development of the Ability WA Commitment. This commitment is a set of principles that outlines how our customers and staff will work together to create an environment of mutual respect and trust. 

The Ability WA Commitment will be introduced to all new and existing customers and staff members this September. As you decide to renew your service agreement with us, we will provide you a copy and talk you through the Ability WA Commitment, answering any questions that you may have before asking you to sign your agreement to these principles. Accepting these principles will be a condition of becoming an Ability WA customer and staff member, and paves the way for a strong relationship between us. You will find a copy of the Ability WA Commitment in our new Ability WA Service Guide.

The Ability WA Commitment will help us to keep each other accountable. We would love to have your feedback with how we’re going with our end of the deal! You can always give feedback through our website by clicking here, or by speaking to the Customer Engagement Team.

The Ability WA Service Guide

Based on your feedback over this past year, we have changed some of the ways we work. We want your time with us to be as easy and enjoyable as possible, so we have developed a comprehensive handbook to guide you through our services – The Ability WA Service Guide. 

You can download your copy of the Service Guide by clicking here

NDIS Price Adjustments

Each year, the National Disability Insurance Agency (NDIA) conducts a price review, which sets limits on the prices we can charge for our services. The NDIA Price Review for 2021/22 has now been completed.

We have carefully reviewed the NDIA Price Review and have made adjustments to our pricing which will come into effect on 9 August 2021. In summary:

  • Therapy service rates will not increase.
  • The price of service items, including community participation and support coordination has increased between 1.4% and 2.9%.

How your plan may be affected
This year NDIA has decided not to automatically increase the value of your NDIS plan in line with these increase in charges for 2021/22. 

If you recently started a plan which has not factored in these price adjustments, then you may use all your funds before your plan end date. The NDIA does have a process to identify these plans to ensure access to support is not disrupted, but you may need to contact the NDIA for a plan review. 

More information

  • For more information about understanding NDIS price changes, please visit the NDIS website here
  • Ability WA’s price guide and the new AWA Service Guide – which has information about how we work together – will be available on our website by Friday 6 August 2021.

If you have concerns about any of the information above, please get in touch with our Customer Engagement Team on 1300 106 106. Alternatively, you can send us your feedback via our website

Compliments, Complaints and Feedback

Your feedback shapes how we develop and deliver our services to you. So we really want to know what we’re doing well, or what we’re not doing well. 

If you have a compliment, or a complaint about how we have provided a service to you, you can speak to us through the following channels:

  • If you feel comfortable, you can speak to an Ability WA employee, a team leader, coordinator or manager of the service you are accessing.
  • Call our Customer Experience Team on 1300 106 106.
  • By email to 
  • Post: Feedback Ability WA, PO Box 61, Mount Lawley, WA 6929
  • Or you can download the feedback form here

If you want to make a complaint directly to the NDIS Commission you can do so by clicking on this link

Thank you for choosing Ability WA as your service provider.  We look forward to providing you with more information, more frequently so that you stay connected with us as we improve our services to you.


Yours sincerely

Bron Fitzgerald
Chief Customer Officer