Frequently Asked Questions

Reef Retreat NQ Accommodation – Supported Stays (SIL or CORE funded individuals)

If I arrive in Townsville by plane, ferry or bus, how can I get to Reef Retreat NQ? Upon arrival, Reef Retreat NQ staff can meet you at the airport, ferry terminal or bus station and provide transport to our centre-based facility at Saunders Beach, approximately 25 minutes away. For your departure, our team can support you with check-in, waiting for boarding, and farewell assistance as needed.

Can my partner, carer or family member stay with me? Reef Retreat NQ is designed to provide supported stays tailored to individual disability support needs. Carer accommodation is available adjacent to guest rooms, allowing a partner, carer, or family member to stay nearby. Please contact us discuss individual circumstances. Decisions will be made on a case-by-case basis.

Do I have to be a NDIS participant to stay at Reef Retreat NQ? Accommodation and support services are available to anyone, regardless of NDIS status. We welcome enquiries from all guests and will work with you to customise your stay based on your individual support needs. Please contact us for more information.

Can I inspect Reef Retreat NQ and meet staff before booking? Absolutely! We encourage prospective guests to arrange an on-site visit to our facility and meet our team. Please contact us to book a tour.

What happens if there is a cyclone? Reef Retreat NQ has robust cyclone policies and a comprehensive Disaster Management Plan, regularly reviewed for safety. Our solid block construction provides protection during severe weather, and backup batteries and generators ensure continued electricity supply. Guests are kept informed of any cyclone activity, and individual emergency plans are put in place as needed.

Is Reef Retreat NQ pet friendly? Generally, pets are not permitted. However, certified guide, hearing, or assistance dogs (with Queensland Government identification) are welcome. Therapy, emotional support, or companion dogs may be permitted under exceptional circumstances, subject to negotiation and approval on a case-by-case basis.

Reef Retreat NQ – Beachside Day Program

What registration groups are you registered to deliver for day programs?

• Group and Centre Based Activities (CORE Supports) – group programs delivered in a centre or community setting; including eligible Centre Capital Costs items.
• Participate Community (CORE Supports) – assistance to access social, economic and community participation in line with your goals.
• High Intensity Daily Personal Activities (CORE Supports) – high-intensity daily personal supports during program attendance.

How is my NDIS funding charged for the Day Program? Your funding is charged from the CORE support category Assistance with Social, Economic and Community Participation.

Group delivery means the hourly group rate charged to your funding is divided by the number of participants in the group and your support ratio.

For example, if you have high support needs, you may attend with a support ratio of 1:1, meaning you will have one carer to support you during the length of your visit. If you are high functioning and able to share supports from one carer with two other people, then your ratio of support is 1:3 and you will be charged a third of the hourly rate.

Your NDIS funding will be charged the hourly rate for eligible Centre Capital Costs.

Your NDIS CORE funding will be charged for Transport if you use Reef Retreat NQ transport to attend the day program. Current kilometre rates and rules are applied as per your Service Agreement and the NDIS Pricing Arrangements.

Can you pick me up and drop me off home? If you live within the Townsville area, Reef Retreat NQ staff can provide door-to-door transport for day program participants.

What is a Program of Supports (POS)? A Program of Supports (POS) forms part of your Service Agreement for attending the Day Program. It is individualised to your usual pattern of support and outlines the program duration, exit rules, and intended outcomes. The POS allows us to claim against your NDIS funding whether you attend or not, in line with NDIS guidelines.

What if I can’t attend my regular scheduled Day Program visit? Please notify us as soon as possible if you are unable to attend. If you do not have a POS in place and provide less than 7 days’ notice to cancel, your NDIS funding may still be charged.

Will the Day Program still run if there is bad weather? Townsville enjoys over 300 days of sunshine each year, but during periods of bad weather, the Day Program will shift to indoor activities. During cyclone season or other severe weather events, you will be notified if the Day Program is cancelled. We will endeavour to give you as much notice as possible.

What do I need to bring to the Day Program?

• A sun safe, broad-brimmed hat
• Packed Lunch
• Drink bottle
• Medication (if required)
• Suitable footwear (reef or beach shoes recommended)
• Swimming togs & towel
• Change of clothing
• Plastic bag for wet items

Reef Retreat NQ Accommodation – Short Term Respite (STR)

Can you pick me up and drop me off at home? If you live within the Townsville region—including north to Ingham, west to Charters Towers, south to Ayr & Home Hill, and anywhere in between—Reef Retreat NQ staff can provide door-to-door transport for your STR stay. Transport may be claimed from your NDIS Transport budget or, where eligible, from your Core Supports in line with NDIS Pricing Arrangements.

If I arrive in Townsville by plane, ferry, or bus, how can I get to Reef Retreat NQ? Upon arrival, Reef Retreat NQ staff can meet you at the airport, ferry terminal, or bus station and provide transport to our centre-based facility at Saunders Beach (about 25 minutes away). For your departure, our team can support you with check-in, waiting for boarding, and farewell assistance as needed.

Can my partner, carer or family member visit or stay with me? STR is designed to provide a break for your informal supports and carers. NDIS rules generally do not allow other people to stay with you during STR funded by the NDIS. However, visits may be possible, and we encourage you to contact us to discuss your individual circumstances. All decisions are made on a case-by-case basis and must comply with NDIS guidelines.

Can I bring a friend or travel companion? Yes, you and a friend can both book STR at Reef Retreat NQ at the same time, each with your own room. If both of you use NDIS funding and a 1:2 support ratio is suitable, you can share the cost of support. If your companion does not have NDIS funding, they can book as a private guest and pay directly. Please contact us to discuss your situation.

Do you only provide STR to NDIS participants? While STR is a NDIS-funded support, we can also provide Medium Term Accommodation (MTA) and Supported Independent Living (SIL) where approved, as well as private respite accommodation and support services for non-NDIS guests. Please contact us for more information.

Do I have to be an NDIS participant to stay at Reef Retreat NQ? No, we welcome all guests. We can provide respite accommodation and support services with or without NDIS funding. Please contact us for a quote and to discuss your individual needs.

How is my NDIS funding charged for STR? We are registered to deliver supports under the NDIS category Assistance with Daily Life (CORE Supports). Your funding is charged according to your support ratio (for example 1:1 or 1:2) and the time you receive support. All charges are in line with the current NDIS Pricing Arrangements and Price Limits. Accommodation, personal care, and support are included in the daily rate for STR in a centre-based/group setting.

Do I enter into a Service Agreement? Yes. Once you choose your dates and submit a booking request, we will contact you to design your individualised stay and complete a Service Agreement, as required by the NDIS.

What if I don’t have STA funding in my NDIS Plan? You do not need a separate line item for STR in your NDIS plan. If you have available funding in your CORE Supports budget, you can use it flexibly for STR, provided it is reasonable and necessary for your goals. STR is not for holidays or to address housing crises.

What is included with my NDIS STA funding? STR funding covers accommodation, personal care, and the support you need to participate in community, cultural, or social activities. Meals and activities may be included in the daily rate for centre-based/group STR, in line with NDIS guidelines. Please see our Local Activities & Inclusions information for more details.
Note: NDIS funding cannot be used for holidays, holiday accommodation, or travel for leisure.

Can I inspect Reef Retreat NQ and meet staff before booking? Yes! We encourage prospective guests to arrange an on-site visit and meet our team. Please contact us to book a tour.

What happens if there is a cyclone? Reef Retreat NQ has robust cyclone policies and a comprehensive Disaster Management Plan. Our solid block construction and backup power systems ensure guest safety. Guests are kept informed of any cyclone activity, and individual emergency plans are put in place as needed.