In May 2025, Focus ACT dove into the deep end to expand our registration with the NDIS Quality and Safeguards Commission. Our aim was to include High Intensity Support categories into our service offerings to broaden our pool of potential participants. Part of the process required an external assessment completed which was fulfilled by HDAA, Australia's Human Services Auditing Agency, and involved months of preparation, collaboration, and reflection.

The audit process began with a comprehensive internal review of our policies, procedures, and staff training protocols. We worked closely with Effective Policy to tailor documentation for each of the eight support categories, ensuring alignment with NDIS Practice Standards and High Intensity Support skill descriptors. The feedback received from the quality assessors was, "the management team demonstrated a solid understanding of the policies and how to implement Module 1 into practice."

We ensured staff were trained in specialised care techniques, and client records were meticulously updated to reflect current support strategies and risk assessments. Participant involvement was a key component as well. We ensured that participants who fell under the respective categories were made aware of their automatic enrolment in the audit process under the NDIS opt-out sampling model. Consent was carefully documented and subsequently, interviews were conducted via private video conference, with only the assessor and the client present to ensure no persuasion from Focus ACT. Our team coordinated with support workers to ensure smooth participation, and we received encouraging feedback from clients who appreciated being included in the process and felt their voices were heard. The assessor conveyed, "participants had nothing bad to say about Focus ACT."

In August 2025, HDAA submitted the final audit report to the NDIS Commission on behalf of Focus ACT. Following this submission, we were informed that the anticipated wait time for a registration outcome could range from six to twelve months. As a result, it is unlikely that we will receive formal confirmation of our registration status before January 2026 at the earliest.

This prolonged waiting period is not exclusive to Focus ACT; rather, it highlights a more widespread challenge within the NDIS registration framework. Many providers encounter lengthy and unpredictable delays, even after fulfilling all necessary requirements, while the Commission use the recommendation report and other items to make a decision on NDIS registration status. These delays can significantly disrupt enterprise strategy planning and continuity in service provision for those with complex support needs.

The extended registration process also exacerbates the strain on providers, who are drowning in rising costs and increasing administrative demands associated with maintaining NDIS registration. This environment leaves many organisations questioning the value of upholding their registered status, especially in a sector where recognition often falls short and unregistered providers may circumvent regulatory expectations.

Despite the ripple effects felt by Focus ACT, our organisation remains committed to achieving and maintaining NDIS registration. We recognise that registration is reserved for providers who consistently meet the rigorous quality and safety standards set by the NDIS Quality and Safeguards Commission. This not only fosters trust among participants, families, and stakeholders, but also enhances our credibility within the wider community, ensuring strong and harmonious connections are maintained; When other organisations can't provide High Intensity Supports, our goal is for Focus ACT to be the preferred provider.

While we await the outcome, Focus ACT remains committed to delivering high-quality, person-centred care. Our team continues to refine internal systems, support staff development, and advocate for more transparent and efficient processes within the NDIS Commission and ACT Office of the Senior Practitioner, for example.

We are proud of the dedication shown by our staff, the resilience of our clients, and the collaborative spirit that carried us through this audit. This journey has strengthened our organisation and reaffirmed our commitment to excellence in disability support.

Once approved, this registration will allow Focus ACT to significantly broaden the range of clients we can support. We will be able to offer services to individuals with more complex health needs - many of whom currently face barriers to accessing appropriate care. This expansion aligns with our mission to provide inclusive, person-centred support and ensures that more people in our community can benefit from our 35 years of experience!

As part of our commitment to expanding high intensity support services, Focus ACT working with ESG Homes is pleased to announce the availability for two intensive support participants to share a Specialist Disability Accommodation (SDA) dwelling in Taylor, ACT. Nestled within a tranquil neighbourhood, a sea of local amenities is easily accessible from the home, providing both convenience and a peaceful atmosphere for its residents.

The SDA Design Standard for this home is Fully Accessible. The home is certified as Fully Accessible – it has been designed with careful consideration for individuals requiring complex care. It features spacious rooms and adaptable elements to ensure comfort and accessibility, complemented by a welcoming, modern environment. Experience Social Growth is the Specialist Disability Accommodation (SDA) provider for this property. Whilst the choice of Supported Independent Living (SIL) Support Provider is entirely up to the participants, Focus ACT is proud to offer the expertise of its highly qualified team of support workers, committed to delivering the highest standards of care to all residents. Whether prospective occupants are seeking short-term respite or a permanent residence, ESG Homes and Focus ACT stands ready to offer a fresh start in a supportive setting.