Questions people actually ask

Zoomly is an Australian marketplace for disability support. Three things in one app: on demand accessible transport, booking a trained Support Partner, or both in a single booking.

By your name. We do not have a label for you and we are not about to make one compulsory. The NDIS calls you a participant and we use that word where it has to be used, on the funding and legal pages. You might catch us calling you a Zoomy when we are being friendly. That is a nickname, not a category, and if you would rather we did not, we will not.

A Support Partner is what we call the person who delivers your support. Some of them drive, some of them do not. All of them are trained and screened before they take a booking.

At the pilot, yes. You need NDIS funding to book on Zoomly today. As the platform grows our payment options will expand, and we will name each one here the day it opens rather than promise you a month.

Penrith and the suburbs around it. That is where you can book today. We are expanding out from there and moving quickly, and we will name each new area the day it opens rather than guess at a month. Leave us your postcode and you will hear from us first.

Download the app, set up your profile once, and you are ready to book. If you would rather talk to a person first, register your interest and we will ring you.

8am to 4pm, Monday to Friday. Evenings and weekends come later, and we will say so here the day they open.

You do not. That is the whole point. Book on demand, or book ahead if you would rather have it locked in.

Yes. Families, support coordinators, plan managers and providers all book on somebody's behalf.

Yes. If someone was good, rebook them with one tap. Your preferences travel with you.

Yes. It is your support. You never have to explain why.

In the app, on the booking itself. The full Cancellation and Rescheduling Policy sits in the app alongside the rest of our terms, so the version you are reading is always the current one. The policy is also published in full on this site, so you can read it without an app or a login.

You hear from us, not from silence. Then we do what you already told us to do. When you set up your profile you fill in a contingency of care: what you want to happen if a booking falls through. Find someone else, shift it, cancel it, or ring a particular person first. We follow your plan, not ours, and we stay on it until it is sorted.

You can see where they are the whole time, so you are not standing at a window guessing. Late happens and we are not going to pretend otherwise. If they are more than 20 minutes late, cancel it. That is our advice, not just your right, and we back the call without asking you to justify it. If they are not coming at all, it stops being a late arrival and becomes a cancellation, and we follow what you asked us to do.

No. Bookings go through the Zoomly app, and there is no phone booking route at the pilot. You can ring us to ask a question or work out whether Zoomly suits you, and we will help you get set up, but the booking itself happens in the app.

Standard sedans for most trips, wheelchair accessible vehicles including the Zoomly Van, and assistance animal friendly vehicles. Tell us what you need in the booking and the right one turns up.

Yes. The Zoomly Van is a wheelchair accessible vehicle and it carries two people in wheelchairs at the same time. Beyond the Zoomly Van, some Support Partners drive their own wheelchair accessible vehicles, and those vary in what they fit. Tell us about your chair when you book and we will match you with a vehicle that suits it rather than one that nearly does.

Yes. Tell us in the booking so the right vehicle turns up.

Yes. A support person, a family member or a friend can come along. We usually cap it at two people with you, and we are flexible about that where your circumstances call for it. Tell us who is coming when you book so the right vehicle turns up.

They will be right there with you: steadying the door, managing your aids, and walking in with you at the other end. What they will not do is lift you or transfer you, because that needs a manual handling plan and sign off on your specific equipment. That is the difference between a Support Partner who drives and a rideshare driver, and also the limit on it.

Not yet. We are not interstate, and long distance is not something we take on at the pilot. Never say never, though. As that changes we will say so here.

You do. You see who is available, what they do, and what other people thought of them. You match on what matters to you.

Language, gender, interests, experience with the support you need, when they are free, whether they drive. Sometimes the closest match is not a perfect one. When that happens we show you what we could match and you decide whether to book.

Community access, domestic assistance, transport with support, meal preparation, personal care, home and yard assistance, and life skills development. Every one maps to an NDIS support item.

Yes. That is what Zoomly is for. Your regular Support Partner pulls out at 8am, and the day does not have to go with them.

You pay the published NDIS price for the support you book, plus any travel that applies. Zoomly does not add a platform fee, a booking fee or a service fee on top of it. Pricing and funding shows a full costed hour broken down line by line, including what Zoomly keeps.

It varies with the supports you book, and with how your plan is written, so we will not guess at it here. Your plan manager or support coordinator can tell you in a sentence, and the NDIS website sets out how the budgets work. Both are better placed to answer it than we are.

No. Your support and any eligible travel are charged at the applicable NDIS price, with no separate Zoomly fee added.

The NDIS sets higher prices for evenings, weekends and public holidays, because Support Partners are paid penalty rates at those times. You see the rate before you confirm a booking.

At pilot, no. The price is set by the type of support and when it happens, not by who delivers it.

You book the same way as everybody else. Your plan manager gets the invoice and pays it out of your plan, so there is nothing for you to do past booking.

You book the same way as everybody else. The invoice comes to you and you claim it back the way you already do.

Yes. Zoomly is a registered NDIS provider, trading as Zoomly Ride Pty Ltd, ABN 49 676 476 832. You do not have to take our word for it: search Zoomly on the NDIS Commission's register of registered providers and we will come up. We do not publish our provider registration number on the website. If you are a plan manager or a coordinator and you need it for your records, ask us and we will send it through.

Not yet. Agency managed bookings are not part of the pilot. They are coming, and we will say so here the day they open rather than pick a month now.

At the pilot you need NDIS funding to book on Zoomly. That is the one way in today. Our payment options will expand as the platform grows, and we will name each one here the day it opens rather than promise you a month. Leave us your details and you will hear from us when that changes.

Give us reasonable notice and there is nothing to pay. Cancel at short notice, or nobody is there when your Support Partner arrives, and a fee may apply. If Zoomly cancels, you are never charged, and you are not charged if your Support Partner is more than 20 minutes late and you cancel for that reason. The notice periods and what a fee can be are set out in our Cancellation and Rescheduling Policy, published in full on this site.

Zoomly Foundations, our own programme. It comes before a first booking rather than after it. It covers understanding disability, the NDIS and participant led support; safe support and where our scope ends; the NDIS Code of Conduct, privacy and professional boundaries; incident and mandatory reporting; worker readiness and fitness for work; using the app and keeping accurate shift records; and transport and vehicle safety, including wheelchair securement. First Aid and CPR is a requirement we verify before anyone starts rather than something we train.

An NDIS Worker Screening Check, a police check, a working with children check where it is relevant, and licence and vehicle checks for anyone driving.

Yes. Zoomly carries public liability and professional indemnity cover, and Support Partners are covered while they are delivering a booking.

Through the contact form, on 1300 918 981, through the app, or anonymously if you would rather. Every complaint is recorded, responded to and reviewed. If you would rather not come to us at all, you can go straight to the NDIS Quality and Safeguards Commission on 1800 035 544, TTY 133 677, or at ndiscommission.gov.au. They are the independent regulator and you never need our permission. We look at it, we tell you what we are doing about it, and we tell you the reasons for the outcome. You can bring a support person to any conversation about it, and nobody is treated differently for complaining. If you are not happy with how we handled it you can ask us to review it.

No. We ask what support you need, not what you have got. If something about your condition changes what a Support Partner should do on the day, tell us that part and nothing else. Where we do hold health information, because you gave it to us or because your plan or your support needs it, our Privacy Policy sets out how it is handled and who sees it.

We aim to build to recognised accessibility best practice and we use WCAG 2.2 level AA as the standard we work towards. We have not run a formal external audit, so we are not claiming certified conformance. Our accessibility statement sets out what we build to, what we are still working on, and how to get a barrier in front of a person.

It has accessibility features, and because it is built from standard components the settings already on your phone carry through: VoiceOver and TalkBack, larger text, high contrast, reduce motion, zoom and voice control. We are a new platform and we are still adding to it, so we are not publishing a full feature list until we can stand behind every line of it.

Tell us what would work for you and we will do what we can to get it to you that way. Ring 1300 918 981 or use the contact form. If you are deaf, or find hearing or speaking hard, you can call us through the National Relay Service.

Four steps. Register your interest and it goes to a person rather than a queue. We ring you for a proper conversation about what you want to do and when. You do the screening and Zoomly Foundations, our own training programme. Then you pick a first booking that suits you. Set up in the app it is typically ready within 5 business days, and through the website it usually runs 5 to 10, because more of it happens by hand at our end.

No. Plenty of Support Partners never drive a booking. If you do drive, you can take transport and combined bookings as well, which means more work.

At pilot, every Support Partner is paid the SCHADS Award rate for the support they deliver. That is the industry award rather than a number Zoomly invented, so it is one you can look up and check for yourself. What you earn moves with the support and the time, and evenings, weekends and public holidays carry the penalty rates the award sets. Travel to a booking is paid as well, within the limits the NDIS sets for it. You see what a booking pays before you accept it.

Yes. You set your availability and you pick the jobs you want. Nobody rosters you on.

That is fine. Zoomly is one source of work rather than the only one, and plenty of people take bookings here alongside other work. There is no exclusivity and nothing to sign away.

Ring us or use the form. There is no separate coordinator portal at the pilot. Tell us who you are referring, the supports they need, how their plan is managed and roughly where they are. We come back to you rather than to them unless you ask us to do it the other way round, and you stay the point of contact until the account is set up and the first booking is done. Referring several people at once is fine, just say so when you call.

At the pilot, each participant has their own account and there is no separate coordinator portal. Ring us or use the form for anyone on your caseload and we will help set each of them up. You stay our point of contact until their account is ready and their first booking is done.

At the pilot there is no coordinator dashboard. Every booking is invoiced against its NDIS support item, so the invoice is the record of what was delivered and when. If you need more than that for a plan review, ask us and tell us what you need.

Yes. There is an NDIS Services Agreement setting out how we provide supports and what each side is responsible for. Ask us and we send it through. It goes out on request rather than as a download, so we know who holds which version and can tell you when one changes.