High quality care is at the heart of all that we do. We strive to support our clients to achieve what matters to them most; and to provide a positive experience for the exceptionally dedicated employees who walk alongside them.
Sadly, we have determined that it is no longer financially sustainable for us to maintain our commitment to the services we have undertaken to provide.
For this reason, Centacare has made the difficult decision to transition out of NDIS funded services. This includes our Supported Independent Living services, medium and short-term accommodation, Onsite Shared Support services, and NDIS funded support in the home and community including our disability social and life skills day hubs. We will also transition out of Disability Support for Older Australians services.
We will continue to deliver support to a small number of NDIS-funded clients through our Specialist Behaviour Support services. Centacare will continue to deliver services to people who are not eligible for NDIS support and are funded through QCSS (Queensland Community Support Scheme).
Our Aged Care, Housing, Family and Relationship, and Post-Release services and our outreach to people in prisons and hospitals continue, unaffected.
We are committed to supporting our clients with a disability as they navigate this change. We are working with several trusted providers on alternative support arrangements for our clients to consider.
We will work closely with clients, families, carers, guardians, support coordinators and our many service delivery partners to ensure clients are well informed and supported as they transition to a new provider of their choice.
We have contacted all of our affected clients and will be following up with more detail regarding arrangements specific to their services as soon as we are able, in the coming days and weeks.
More information and support for clients
Centacare is committed to keeping our clients and their families informed and supported throughout this process. We understand this news may cause uncertainty, and we want to assure you that your wellbeing, care, and dignity remain our highest priority.
It is no longer financially sustainable for Centacare to operate NDIS services and we have made the difficult decision to transition out of these services. This includes our Supported Independent Living services, medium and short-term accommodation, Onsite Shared Support services, NDIS funded support in the home and community including our disability social and life skills day hubs. We will also transition out of Disability Support for Older Australians services.
We will provide a well-coordinated exit from NDIS services. Our priority is to make sure there are no gaps in your care and that your transition is smooth and respectful.
We continue to work closely with the NDIA and a number of respected and trusted NDIS providers in your area to assist with a transition that happens as quickly and smoothly as possible.
We have been working with Multicap, Endeavour Foundation, CPL, Northcott, UnitingCare QLD, Kanda Healthcare, Life Without Barriers, Xavier, FINA and Aruma to identify opportunities for Centacare clients. We have provided you with details of providers in your area who may be able to offer similar support to what you have been receiving from Centacare. If you haven’t yet, we encourage you to talk to your support coordinator and make contact with these, or other, providers about their services.
The final choice will always be up to you and your family.
We will keep clients well informed through regular communication to support your transition to a new provider. We are committed to giving you as much notice as possible in relation to any updates that impact you.
This webpage will be updated with new information as it is available.
No, your NDIS funding is connected to you as an individual and will go with you to your new provider.
Centacare will continue to provide support to SIL (Supported Independent Living) clients in their current arrangements until they transition to a new provider by 20 November 2025. It is important that you continue to work with your support networks, potential new SIL providers and your support coordinator to put plans in place to transition to a new SIL provider for your support services by 20 November 2025.
As part of Centacare’s transition out of NDIS services, we will also be transitioning out of our role as a provider of specialist disability accommodation (SDA).
If Centacare is your SDA provider, this means that while Centacare will remain the landlord of the property you are currently living in, we will no longer be the SDA provider.
If you have a tenancy agreement with Centacare, we will continue to honour the terms of your current agreement. We encourage you to review your tenancy agreement to confirm the details specific to your circumstances.
We are working with trusted disability providers to identify options for provision of support to clients we support in SDA, SIL and government-owned accommodation. Our primary focus is to connect clients with high calibre alternate providers to support them to make the best choice for their future care and support needs.
The providers we are working with may be able to offer clients the opportunity to receive support within their current home environment, however this will be dependent on the individual circumstances of each client and the housemates within a home.
We have advised clients, their families and carers of options for support with alternate providers who have indicated to Centacare that they may be able to provide support.
The final choice will always be the clients.
Centacare will be ceasing provision of Onsite Shared Support (OSS). You should contact your support coordinator or tenancy provider for more information about the process for selecting a new concierge support provider at your location.
Choosing a new provider is your choice. However, for participants who are unsure what to do, we have engaged with a panel of trusted NDIA Registered Providers to provide you with some options for consideration so that your transition happens as quickly and smoothly as possible.
We have been working with Multicap, Endeavour Foundation, CPL, Northcott, UnitingCare QLD, Kanda Healthcare, Life Without Barriers, Xavier, FINA and Aruma to identify opportunities for Centacare clients. We have provided you with details of providers in your area who may be able to offer similar support to what you have been receiving from Centacare. If you haven’t yet, we encourage you to talk to your support coordinator and make contact with these or other providers about their services.
The final choice will always be up to you and your family.
If you haven’t already, we encourage you to discuss your options with your support coordinator as soon as possible and talk to your trusted friends and family. This is a big decision for you and, as Service Providers can take some time to complete their intake process, we encourage you to start as soon as possible.
We expect all participants of disability Social and Life Skills Hubs will have transitioned by 10 October 2025 and participants of Supported Independent Living services, medium and short-term accommodation, and Onsite Shared Support services will have transitioned to their new provider by 20 November 2025.
The National Disability Insurance Agency (NDIA) confirmed to Centacare that from 3 October 2025, they will support participants in SIL homes who are finding it difficult to choose a new SIL provider. We will ask the NDIA to contact nominees from 3 October if we have not received confirmation of your choice of new SIL provider and an agreed transition date that is prior to 20 November 2025.
If you have already made a choice of new provider and agreed a transition date, please let us know.
The National Disability Insurance Agency (NDIA) confirmed to Centacare that from 26 September 2025, they would commence contacting community participants who were finding it difficult to choose a new provider.
We asked the NDIA to start contacting participants and nominees from Monday 29 September if we have not received confirmation of your choice of new community provider for each service that you have been receiving from Centacare.
We will continue to hold your personal information securely but will need your consent to release it to the Service Provider you chose. When you request to do so, we will securely transfer your client file and history with Centacare to your new provider and maintain records in accordance with Australian Privacy Principles.
We will continue to update this webpage as new information becomes available.
Centacare is committed to supporting you during this transition period.
You are encouraged to reach out to your own support coordinator, if you have one in place, to discuss your options for transition to an alternative service provider.
Our team can help answer questions if you cannot find the information you require in our FAQs. You can contact our team at 1300 236 822 or by email at [email protected]
You can contact the NDIS at 1800 800 110.
Your existing services will remain in place until you transition to a new provider by:
We have been working with a range of providers to identify opportunities for Centacare clients. We have provided you with details of providers in your area who may be able to offer similar support to what you have been receiving from Centacare. If you haven’t already, we encourage you to talk to your support coordinator and make contact with these or other providers about their services.
Counselling support may be available to help anyone who is experiencing challenges and change.
Clients with a disability should speak to their support coordinator about what supports are available within their plans.
Carers and families may wish to access counselling via Centacare’s family and relationship services. Contact details are available here .
Yes. Centacare will also cease disability service delivery to these clients, and we have communicated with them.
When you have informed us that you are moving to a new provider and have completed your last service with Centacare, we will provide you with a final invoice.
If you self-manage your NDIS funding, you can pay your support worker directly if they are a sole trader with a distinct ABN number. If you do not self-manage, you can contact the NDIS to ask about changing your plan.
However, if your support worker is employed by an NDIS provider (and not working as a sole trader), you’ll need to contact that NDIS provider to discuss continuing services.
Please liaise directly with your service leader so they can assist you.
This decision will directly impact hundreds of employees and will be felt deeply by all those who are and have been a part of the Centacare family.
Our highest priority is to redeploy affected employees wherever possible. We are taking the time to explore redeployment opportunities across Centacare as well as working with trusted local NDIS providers to identify opportunities for clients and staff.
We offer an Employee Assistance Program (EAP) for wellbeing support. EAP is a voluntary and confidential counselling service that is available to all Centacare employees.
The support provided by Centacare disability workers and volunteers is an important part of the everyday lives of hundreds of Queenslanders with disability. We remain grateful for your deep care and compassion for clients and colleagues.
Centacare is committed to keeping our employees informed and supported throughout this process. We want to assure you that we will communicate openly and regularly throughout this process.
Centacare has been through a comprehensive review to ensure we can continue to deliver exceptional care in the areas where we are best placed to make the greatest impact.
It is no longer financially sustainable for Centacare to operate NDIS services and we have made the difficult decision to transition out of these services.
The affected services include our Supported Independent Living services, medium and short-term accommodation, Onsite Shared Support services, and NDIS funded support in the home and community including our disability social and life skills day hubs. We will also transition out of Disability Support for Older Australians services.
Our care for clients under the Queensland Community Support Scheme (QCSS) will continue.
At the conclusion of the consultation period, we will provide you with a letter to confirm whether your role has been impacted. While we will make every effort to identify redeployment and alternative roles across Centacare wherever possible, there is a real possibility a number of positions will no longer be required.
We will continue to provide services to our clients until they transition to a new provider by 20 November 2025 (for SIL and OSS clients) and by 10 October 2025 for all other clients.
We care committed to:
We will follow the requirements of the Fair Work Act 2009, National Employment Standards, and relevant Enterprise Agreements or contracts of employment. This includes consultation obligations and notice periods for any confirmed redundancies.
At the start of the consultation period with impacted staff, we shared a list of roles that may be available for redeployment. If you have expressed or would like to express interest in one of these roles, Centacare will assess whether it is a suitable alternative based on the requirements of the role and your skills, experience and circumstances.
At the start of the consultation period with impacted staff, we shared a list of roles that may be available for redeployment. If you have expressed or would like to express interest in one of these roles, Centacare will assess whether it is a suitable alternative based on the requirements of the role and your skills, experience and circumstances.
If redeployment is not possible, we will provide:
Impacted staff should continue to come to work as usual, until your confirmed last day of employment. Until this time, your role, responsibilities and employment status will remain unchanged. We encourage you to continue to perform your duties as normal and to support your clients and colleagues during this time of change.
Your entitlements are detailed in your 2024 Centacare Community Services Enterprise Agreement in clause 16 or in your employment contract. In addition to redundancy pay, any accrued and applicable annual leave will also be processed in your final pay.
Your employment contract with Centacare is non-transferable. If you are offered a redundancy this is separate to any arrangements, you may choose to make with other providers who take over services to current Centacare clients.
We are currently working with other NDIS providers who have expressed their interest in supporting Centacare clients. If these providers ask us to inform Centacare staff of new employment opportunities, we will make this information available to you.
We will explore opportunities for you to be allocated to other clients, to support continuity of care for clients and to ensure we can meet your guaranteed hours. However, please keep in mind that this may not align with your current availability. If we are not able to redeploy you to support other clients, we will continue to pay your guaranteed hours up until all of your clients cease services.
QLeave provides a portable long service leave scheme for workers in Queensland’s community services
industry. The scheme started on 1 January 2021 and rewards you for your service to the industry by
making sure you receive long service leave benefits, even if you change employers.
For more information on this please visit the QLeave website.
Yes. In accordance with the Enterprise Agreement, Centacare will continue to communicate with relevant employee representatives and involve them in consultation processes.
Our clients remain at the centre of everything we do and we are committed to continuing service provision for our disability clients during this transition period. Our exit from NDIS services is well coordinated. We will work with our clients, families, carers, guardians and support coordinators to enact transition plans.
We are continuing to work with a number of trusted NDIS providers and have made information available to clients about providers in their area who may be able to provide supports, services or programs similar to those clients have been receiving from Centacare. We are committed to connecting clients with providers who:
The final choice of provider will always be the client’s choice.
On Friday 5 September, we shared some further information with Centacare clients who are impacted by our transition out of NDIS funded services, via email. We provided an update on timings and some of the transition options available to clients. We have also provided you with helpful information for clients and their supporters so you can answer their questions, keep them well informed and support them during this time. Clients have been encouraged to reach out directly to their support coordinator.
If you are considering working as a sole trader in the future, please be aware of the following:
For more details, visit the NDIS Quality and Safeguards Commission website.
If you have a novated lease or salary-packaged vehicle, a representative from Access Pay will contact you directly to discuss your options.
If you are employed under the 2024 Centacare Community Services Enterprise Agreement you can resign within your notice period and still receive your redundancy payment. However, if your last day of work is before the end of your required notice period you will not be paid the part of the notice period that is not worked.
Your weekly hours will be based on the guaranteed hours of work outlined in your most recent signed employment contract.
If your agreement is based on a fortnightly roster, your hours will be averaged across the fortnight to determine your weekly hours.
All media enquiries should be directed to the Communications Office at [email protected].
We recognise the deep care and compassion of all those individuals who work as a part of Centacare’s disability support teams and understand how difficult this news may be. Support options include:
Throughout this transition we will:
Disability services have been at the core of our mission for more than 40 years. We will continue to do all we can to support you in this transition.
We will continue to update this web page with additional information as it becomes available.
To reach a member of our Communications Office please contact: [email protected].