Four steps, then you are out the door
No forms in triplicate, no waiting to hear back.
Booked, then tracked
Once it is booked you can see it running. Live bookings, what is posted to the network, and what is done, all on one screen.
What a combined booking looks like
9:15am, your door
Your Support Partner arrives, helps you out, and you are on the way.
10:00am, the thing you are doing
They come in with you and stay.
11:30am, home again
Same person, same booking, same invoice.
Who turns up
Trained, screened, and the same person again next time if they were good.
Training
Our own programme, Zoomly Foundations. It happens before the first booking rather than after it.
- Understanding disability, the NDIS and participant led support
- Safe support, and where Zoomly's 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
- Transport and vehicle safety, including wheelchair securement
Vetting
Done before anyone takes a single booking, not after.
- NDIS Worker Screening Check
- National police check
- Working with children check, where relevant
- Right to work
- Reference checks
- A current First Aid and CPR certificate
- For driving roles: licence check and an online vehicle inspection
Insurance
Cover is in place before a booking is taken.
- Public liability
- Professional indemnity
- IT liability
- Comprehensive car insurance, held by the Support Partner, for any transport booking
When something goes wrong
Plain and specific. Things go wrong sometimes, and this is what we do about it.
Your Support Partner cancels
You hear from us, not from silence. Somebody tells you, before you are standing at a window wondering.
Then we do what you already told us to do. When you set up your profile you tell us what you want to happen if a booking falls through, and if being left without support would put you at risk, you tell us that too. We follow your plan, not ours.
We are not going to promise you a replacement inside ten minutes, because nobody can promise that and mean it. What we will do is stay on it and keep you posted until it is sorted. We are here for the whole journey, not just the bookings that go to plan.
If we cancel, you are never charged.
Your Support Partner is running late
You can see where they are the whole time, so you are not standing at a window guessing. Traffic happens. The booking before yours runs over. Sometimes a person is just late, and we are not going to insult you by pretending otherwise.
What we will not do is leave you sitting there wondering how long you are supposed to wait. 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. Same thing happens: we tell you, and we follow what you asked us to do.
Cancel for that reason and there is no cancellation fee.
You need to change or cancel
Change it or cancel it in the app, on the booking itself. No ringing around, no explaining yourself.
- Moving a booking works best within about a week of the original. Further out than that, cancel it and book a new one
- Give us reasonable notice and there is nothing to pay
- We will try to keep you the same Support Partner, but we cannot promise it
What a late cancellation costs is on Pricing and funding, in plain words, with no app and no login. The full Cancellation and Rescheduling Policy is on this site and in the app, so the version you are reading is always the current one.
Something went wrong on the day
If anyone is in danger, ring 000 first. Then tell us.
Tell us through the contact form or in the app, and you can do it anonymously if you would rather.
- Every incident is recorded, responded to and reviewed, whether or not it has to go any further
- Serious incidents go to the NDIS Quality and Safeguards Commission within 24 hours, with a fuller report inside five business days
- You are told what is happening, and you are asked what you think of how it was handled
- What you tell us stays confidential, with one limit: if somebody is at risk of harm, safety comes first and we report it
This is set out in our Incident Management, Mandatory Reporting and Safeguarding Policy, which we send to a plan manager or coordinator on request. The Commission is independent of us, and you can go to it directly at any time without asking us first.
If you would rather not come to us
You can complain to the NDIS Quality and Safeguards Commission directly. They are the independent regulator, not part of Zoomly, and you never need our permission or our involvement.
- 1800 035 544, free from a landline. Monday to Friday, 9am to 5pm
- TTY 133 677, or the National Relay Service, ask for 1800 035 544
- contactcentre@ndiscommission.gov.au
- ndiscommission.gov.au
Or come to us first, on 1300 918 981, or through the form.
If you live on your own
We ask a few questions when you join, and how often we check in is set from your answers rather than from a default. That means regular check-ins, contact in person, and a proper review of how your support is going.
If your situation changes, or something happens, we look at it again rather than leaving it as it was.
Accessibility, and where we are up to
Zoomly has accessibility features today, and we aim to build to recognised accessibility best practice. We are also a new platform, so parts of it are still being worked on.
Your phone does the work
Zoomly is built with standard components, so the accessibility settings already on your phone carry into the app. Set your phone up the way you need it and the app follows.
- VoiceOver and TalkBack
- Larger text and bold text
- High contrast and colour filters
- Reduce motion
- Zoom and voice control
Still being worked on
Accessibility is not a box you tick once and file. Some of it is built, some of it is in progress, and some of it we will only get to because somebody tells us it matters.
So we are not publishing a full feature list yet. We would rather name a handful of things we can stand behind than a page of things we cannot. As each one lands, it goes on our accessibility statement with the date it landed.
If something does not work
Tell us. It goes to a person, not into a form that nobody reads, and a person will look at it.
We are not going to put a number on how long a fix takes, because we would be guessing and you would be waiting on a guess. We are a small team building a new platform. What we will do is tell you whether it is something we can change and where it is up to.
Zoomly lives in your pocket
Book a ride, book a Support Partner, or book both. See who is free right now, watch them on the way, and rebook the good ones with one tap.
Not ready to download? Tell us what you need and we will come back to you.
