A phone system that passes an NDIS audit.
Built for multi-site disability support providers. On-call rostering for after-hours coordinators. 7-year encrypted call recording aligned with NDIS Practice Standards. National Relay Service ready. Plays nicely with Brevity, SupportAbility, Lumary and Shiftcare. From $29/user/month, month-to-month.
Generic cloud phones miss what disability services actually need.
NDIS providers have obligations the average office doesn’t. Audit retention. On-call rosters that change weekly. Participant calls that mustn’t leak through workers’ personal mobiles. NRS support. Multi-site billing that doesn’t balloon at 30 houses. We’ve built our NDIS config off years of running comms for QLD disability providers.
On-call rostering, built-in
Set a weekly on-call roster in the admin. After-hours "press 1 for urgent participant matter" routes to whoever’s rostered. Update in 10 seconds when shifts swap. Audit log shows who was on-call when.
Unlimited sites, one plan
Head office, day program, SIL houses, respite — each can have its own number, queue, hold music, and on-shift routing. All managed centrally. Per-user billing only — no per-site surcharge.
NDIS-aligned recording
7-year encrypted retention, role-based access, exportable audit log, optional consent whisper tone. Designed against the NDIS Practice Standards (Risk Management, Incident Management) and Privacy Act 1988.
Workers’ mobiles stay private
Support workers call participants from their own mobile via the IppyComms app, but the organisation’s number shows as caller ID. Worker privacy, organisational professionalism, both intact. No more "delete that contact when you finish here".
NRS & accessibility
National Relay Service inbound + outbound out of the box (TTY, Speak-and-Listen, SMS, Video, Captioned). Web admin WCAG 2.1 AA. Mobile apps respect iOS/Android accessibility. Free pre-deploy accessibility audit for staff using AT.
CMS integration that doesn’t suck
Click-to-call from Brevity, SupportAbility, Lumary, Shiftcare. Inbound caller-ID matches participant names from your CMS contact sync. Deep auto-pop integration available via our bridge for Brevity and Lumary.
How it stitches together.
Head office — main 1300 number, reception queue, business hours 8–5, after-hours rolls to on-call coordinator. Service Manager and CFO on Teams Calling for participant case discussions inside Microsoft Teams.
SIL houses (per site) — one inbound number per house, rings the on-shift support worker’s mobile app + the house desk phone (Yealink T31G) simultaneously. Family members ring one number, always reach someone, never get asked "what house?".
Day program — dedicated number, queues calls during program hours, after-hours triage routing.
On-call coordinator — one mobile number publicised, but the routing rotates weekly via the admin roster. Sarah’s on call this week? Calls ring her mobile. Next week is Marcus’ rotation, no change to the published number, automatic switchover at midnight Sunday.
Support workers — IppyComms app on their personal device, outbound calls show as the organisation. No need to issue work phones.
| Head office (5 users) | Business + Teams Calling mix |
| SIL houses (4) | Desk phone + app per house |
| Support workers (25) | Mobile app on personal phone |
| On-call coordinator | Roster-routed mobile |
| Recording (admin team) | +$5/user/mo |
| Monthly total | ~$725/mo |
| vs Telstra/RingCentral equivalent ~$1,400–$1,800/mo on 36-month contract | |
Sunshine Pathways — 4 houses, 32 staff, audit-ready in 8 weeks.
Mid-sized SIL provider servicing participants across Ipswich and West Brisbane. Pre-IppyComms: head office on a Telstra TIPT contract ($1,420/month, 36-month term, 18 months remaining), each SIL house on a separate consumer Optus mobile, support workers using personal mobiles to ring families (number-display nightmare), and the on-call coordinator’s personal number printed on every fridge magnet.
The Quality and Safeguards Commission audit in 6 months was the trigger. They needed: documented call recording for incident calls, an audit trail of after-hours routing, a way to stop support workers using personal mobiles, and accessibility evidence for NRS support.
We ported numbers (kept the publicised on-call mobile), set up 4 SIL site numbers (rings desk phone + on-shift worker app), configured on-call rostering for the coordinator role, enabled call recording for the head office admin team, and audited the existing accessibility stack.
Audit outcome: passed first time, with the auditor specifically commenting positively on the comms documentation and the on-call routing audit trail.
Cost outcome: $725/month new vs $1,420/month + buyout of the Telstra contract. ROI on the Telstra exit fee paid back in 9 months.
The on-call rostering alone justified the move. We used to manually update voicemail greetings every Sunday night to point to whoever was on call. Now it’s set and forget, with an audit trail the Commission actually liked.
Frequently asked questions.
Does the call recording meet NDIS Practice Standards and audit requirements?
Yes. Optional call recording add-on ($5/user/month) provides 7-year encrypted retention in Australian Tier-1 datacentres, role-based access (only designated admins can listen), exportable audit log of who accessed what when, and optional whisper-tone consent announcement at call start. Aligned with the NDIS Practice Standards (Risk Management, Incident Management) and the Privacy Act 1988. We provide a signed data-handling annex as standard for NDIS customers.
Can we route after-hours calls to the on-call coordinator?
Yes — this is the #1 reason NDIS providers come to us. Set a weekly on-call roster in the admin (Sarah Mon-Wed, Marcus Thu-Fri, weekend rotation), and the after-hours auto-attendant routes "press 1 for urgent participant matter" to whoever’s rostered. Non-urgent calls go to voicemail-to-text. No more lost critical calls, no more support workers using personal mobiles.
What about multi-site operations — SIL houses, day programs, head office?
IppyComms handles unlimited sites on one plan. Each SIL house can have its own number, ringing the on-shift support worker’s mobile + the house desk phone. Head office has its own queue. Day program has its own. All managed centrally, all per-user billing. Most providers we work with have 4–30 sites.
Does it integrate with Brevity, SupportAbility, Lumary or Shiftcare?
Inbound caller-ID matches participant names from your contact book (synced from your CMS). Click-to-call works from any participant file in Brevity, SupportAbility, Lumary, Shiftcare, or any web-based system — staff click the phone number in the participant record and the IppyComms app dials. Deeper integration (auto-popping the participant file on inbound calls) is available via our bridge for Brevity and Lumary.
Can support workers use their personal mobiles without giving out their number?
Yes — this is critical for NDIS. The mobile app lets workers make outbound calls from their personal device while showing the organisation’s number as caller ID. Participants and families see "Sunshine Support Services" not the worker’s private mobile. Worker safety, organisational professionalism, both preserved.
How does shift handover work for on-call?
On-call rosters update via the admin (or a CSV import from your rostering system). At 8am Monday, all "press 1 urgent" calls automatically route to whoever you’ve set. Worker calls in sick? Update the roster in 10 seconds and the routing changes immediately. Audit trail shows who was on-call when, paired with call records, paired with incident reports.
Can we record only specific calls (not every call) for incident documentation?
Yes. Three modes: record-all, record-on-demand (press a key during the call to start recording), or auto-record-flagged-numbers (e.g. always record calls with the NDIA Quality and Safeguards Commission). On-demand is the most common for NDIS providers — staff record proactively when a call feels like it might escalate.
What happens to recordings when a participant exits services?
Recordings tied to a participant can be exported, transferred to the receiving provider (with consent), or deleted on request — subject to your obligation to retain incident records for 7 years per NDIS Quality and Safeguards Commission requirements. We provide tooling and a documented retention/disposal workflow.
Do you support TTY, Speak-and-Listen Relay or AUSLAN video relay?
IppyComms inbound numbers fully support the National Relay Service (NRS) including TTY, Speak-and-Listen, SMS Relay, Video Relay and Captioned Relay. Inbound NRS calls land in the IppyComms app the same as any other call, no special configuration. Outbound NRS calls work natively from any IppyComms device using standard NRS dialling codes.
Is the system itself accessible for staff with disabilities?
The web admin meets WCAG 2.1 AA. Desk phones (Yealink T31G, T54W) have large-button accessibility variants. The mobile app supports iOS/Android accessibility (VoiceOver, TalkBack, large text, switch control). For staff who use AT, we’ll do a free accessibility audit of your specific stack before go-live.
What does a typical NDIS provider setup cost?
A typical SIL provider with 1 head office + 4 houses + 25 support staff runs about $725/month (25 users on Business plan + multi-site numbers + recording for admin team). Compare to Telstra Business or RingCentral equivalent at $1,400–$1,800/month with 36-month lock-ins. Most NDIS customers cut their telco spend in half on migration.
Is there a minimum contract?
Month-to-month, always. Cancel any time on 30 days notice. Free port-out if you leave. We don’t lock NDIS providers into contracts — you have enough audit obligations already.
Audit-ready comms, without the Telstra contract.
30-minute discovery call. We’ll map your sites, on-call roster, CMS, NRS needs and audit obligations, then quote a single monthly figure with no setup fee, no lock-in, and a documented compliance annex.