Referring to Mustang Ability Services means knowing the person you are referring will actually be followed up — not just added to a waitlist and forgotten.
We keep communication clear, respond quickly, and give you confidence that the support you’re recommending is consistent, ability-focused, and built to work. We make NDIS referrals easy to send, and even easier to trust.
We keep the enquiry process straightforward and responsive. Once it’s submitted, we’ll follow up promptly, keep you informed, and make sure the participant is contacted without delay.
If you’d prefer to speak with us before sending it through, you can give us a call or send through an email.
We built Mustang Ability Services to fill the gaps that other providers kept leaving behind — especially for participants with complex or changing needs.
We’re ability-led, clinically informed, and practical in how we deliver support. That means we don’t just take on referrals — we follow through, build relationships, and adapt as things evolve.
Our team works closely with families, coordinators and other providers to make sure no one is left chasing answers.
We’ve answered the most common questions we get from Support Coordinators, Plan Managers and family members who are thinking about sending through an NDIS referral. If there’s something else you need to know, just get in touch — we’re always happy to have a chat.
Yes — in fact, that’s often where we’re most effective. Mustang Ability Services was built to support people who don’t fit neatly into standard service models. Whether it’s dual diagnoses, fluctuating health needs, psychosocial disability, or challenging family dynamics, we don’t treat complexity as a barrier. We look at the full picture, work closely with the participant (and their wider team), and adapt our supports as things evolve.
We know that participants with complex needs are often passed around or left waiting — not because they’re unwilling, but because services aren’t set up to work with them properly. That’s where we’re different. We’re clinically informed, flexible, and intentional about getting things right early. If you’re unsure whether a referral is too complex, send it through anyway. We’ll review it carefully and give you a considered, honest response — not a quick “no”.
We understand how frustrating it can be when a referral disappears into a void. That doesn’t happen here. As soon as we receive your referral, we acknowledge it. You’ll get an update on how and when we’re following up. From there, we’ll keep you in the loop at key points — like when we’ve spoken to the participant or nominee, when an intake is booked, or if there are any barriers to engagement.
We don’t send constant emails for the sake of it, but we do keep communication clear, timely, and purposeful. If you’re a Support Coordinator, Plan Manager, or allied health professional, we’ll work with you to agree on how much you want to be updated — some prefer detailed updates, others prefer milestone-only check-ins.
Either way, you won’t be left guessing. Our team takes communication seriously because we know it affects trust — and outcomes.
Our entire model is built around people with needs that don’t fit inside rigid service boxes. We bring a clinically informed, ability-led approach that goes far beyond just covering the basics. Many of the participants we support have previously disengaged from services — not because they didn’t need help, but because they weren’t being seen, understood, or supported in the right way.
We take the time to get things right from the start: building rapport, working with existing support networks, and tailoring services that adapt over time. Our team is experienced with complexity — not overwhelmed by it. We understand how to work with multiple diagnoses, communication challenges, and support fatigue (for both participants and their families).
If you’re looking for a provider who can keep up, step in early, and stay responsive as things shift — that’s exactly what Mustang Ability Services is here to do.
It’s incredibly common for participants to come to us after a breakdown in trust with previous providers — and we don’t expect them to simply start fresh as if that didn’t happen. We take it seriously, and we take our time. If someone is hesitant, guarded, or completely disengaged, we don’t rush in. Instead, we start with listening: what went wrong, what’s been missing, and what they don’t want to experience again.
Our intake and onboarding process is paced around the participant’s comfort level. We also give Support Coordinators and families space to explain any past context that might affect how we approach things. Trust is something we build, not expect.
We work hard to avoid the same pitfalls participants have already faced — inconsistent staff, poor communication, rigid routines. For us, rebuilding trust isn’t a “step” in the process — it’s the foundation.
We don’t work in isolation. Collaboration is a core part of how we operate. Once we’ve accepted a referral and begun the onboarding process, we look at who else is involved in the participant’s life — Support Coordinators, therapists, clinicians, informal supports — and where appropriate, we connect with them early.
We don’t duplicate roles or disrupt existing relationships. Instead, we aim to strengthen the overall network of support by staying communicative, reliable, and open. We’ll often ask for existing behaviour support plans, therapy goals, or communication strategies if they’re relevant — not to take over, but to make sure we’re working in alignment.
Participants are always in control of who’s involved in their care. When we do work with other professionals, it’s done with full transparency and consent. Our goal is to make things more connected, not more complicated.
