Supporting participants with complex needs is one of the most challenging and important responsibilities within the NDIS sector. While the National Disability Insurance Scheme was designed to ensure choice, inclusion, and access to quality care, the reality is that many providers decline complex participants, especially those requiring NDIS High Intensity Support in Brisbane.
At Kangaroo Care, we believe that complexity should never be a reason for exclusion. Instead, it should be a reason for stronger systems, skilled teams, and deeper commitment.
This blog explains why that happens and more importantly, why we don’t.
Understanding Complex Participants in the NDIS Context
Complex participants are individuals whose support needs go beyond standard daily assistance. They may require:
- NDIS High Intensity Support
- Complex medical or clinical care
- Behavioural or psychosocial support
- 24/7 supervision or rapid response care
- Multiple allied health and clinical inputs
These participants often rely on highly trained support workers, robust risk management, and consistent, coordinated care. Unfortunately, not all providers are equipped to meet these requirements.
Read more: The Ultimate 2026 Guide to Complex NDIS Care Services in Brisbane.
Why Many Providers Decline Complex Participants
While it may seem concerning, there are several practical reasons why providers turn away participants with high and complex needs.
1. Lack of Skilled and Trained Staff
High intensity support requires workers trained in areas such as:
- Complex bowel care
- Tracheostomy and ventilator support
- Dysphagia and PEG feeding
- Epilepsy and seizure management
Many providers simply do not have staff with the required certifications or experience.
2. High Risk and Compliance Responsibility
Supporting complex participants comes with increased clinical, legal, and operational risk. Providers must meet strict NDIS Practice Standards, maintain detailed documentation, and ensure constant supervision–something smaller or underprepared providers may struggle with.
3. Resource and Cost Constraints
Complex support often requires:
- Higher staff-to-participant ratios
- Specialist equipment and modifications
- On-call clinical oversight
Some providers prioritise lower-intensity supports because they are easier to manage operationally.
4. Inadequate Infrastructure
Not all providers have access to Specialist Disability Accommodation (SDA), Supported Independent Living (SIL) settings, or homes designed for high physical support–making it difficult to safely support complex participants.
Why We Don’t Decline Complex Participants
At Kangaroo Care, we take a fundamentally different approach to NDIS High Intensity Support in Brisbane. We believe that participants with complex needs deserve more support–not fewer options.
Here’s why we say yes when others say no:
1. A Strong Focus on NDIS High Intensity Support
We are purpose-built to deliver NDIS High Intensity Support, with systems and teams designed specifically for complex care. This includes:
- Staff trained in high intensity daily personal activities
- Professional and clinical supervision
- Clear escalation and emergency response protocols
Our focus is not just compliance–but quality, dignity, and safety.
2. Skilled, Specially Trained Support Workers
We invest heavily in our people. Our support workers receive specialised training in:
- Complex personal care
- Behaviour support implementation
- Medical and clinical support tasks
- Trauma-informed and participant-centred care
This allows us to support participants with confidence, competence, and compassion.
3. Robust Risk Management and Clinical Oversight
Complex care requires strong governance. We operate with:
- Individualised risk assessments
- Detailed care and support plans
- Ongoing monitoring and review
- Collaboration with allied health professionals
This structured approach ensures participants receive consistent and safe NDIS high intensity support in Brisbane.
4. Individualised, Person-Centred Support
We don’t believe in “one-size-fits-all” care. Every participant has unique goals, challenges, and preferences.
Our approach includes:
- Tailored support plans aligned with NDIS goals
- Respect for participant choice and control
- Close collaboration with families, guardians, and support coordinators
Complex needs never reduce a person’s right to dignity and independence.
5. Integrated Support Across SDA, SIL & Community Care
Where required, we support participants across:
- Specialist Disability Accommodation (SDA)
- Supported Independent Living (SIL)
- In-home and community-based settings
This flexibility allows us to meet participants where they are–both physically and in their NDIS journey.
Commitment to Inclusion, Not Convenience
Declining participants with complex needs may be convenient, but it does not reflect the true purpose of the NDIS. How we approach this at Kangaroo Care is grounded in inclusion and responsibility, where every individual is valued and supported with dignity. We are committed to supporting participants others may turn away from, designing systems around people rather than expecting people to fit into rigid processes, and recognising complexity as a responsibility – not a barrier.
This commitment is why families, support coordinators, and participants place their trust in us for NDIS High Intensity Support in Brisbane. Through consistency, compassion, and capability, we deliver support that is responsive, reliable, and centred on real outcomes for participants with the highest support needs.
FAQs
1. What is NDIS High Intensity Support?
NDIS High Intensity Support refers to specialised support for participants with complex care needs, including medical, behavioural, or physical support that requires advanced training and supervision.
2. Why do many NDIS providers decline complex participants?
Many providers lack trained staff, infrastructure, clinical oversight, or risk management systems required to safely support complex participants.
3. Does Kangaroo Care support participants with high physical or medical needs?
Yes. We support participants requiring high physical support, complex personal care, and other intensive daily supports under the NDIS.
4. Is NDIS High Intensity Support available in Brisbane?
Yes. Kangaroo Care provides NDIS High Intensity Support in Brisbane, including in-home, community-based, and supported accommodation settings.
5. How do you ensure safety for complex participants?
We use individual risk assessments, trained staff, clinical supervision, and detailed care plans to ensure safe and consistent support.
6. Do you work with families and support coordinators?
Absolutely. We collaborate closely with families, guardians, support coordinators, and allied health professionals to deliver coordinated care.
7. Can complex participants still have choice and control?
Yes. Even with high needs, participants retain full choice and control. Our role is to support independence, dignity, and personal goals.
