Frequently asked questions

How do I share documents with you?

Wherever possible, we exchange documents through secure cloud links (Microsoft 365 and OneDrive) rather than email attachments. If you already use a different secure system — a client portal, shared drive or document platform — we’re happy to work within it. See our Information Security & Confidentiality page for more detail.

Do you work remotely, or in person?

Ausena Support works remotely, based in Adelaide, South Australia, with clients right across the country. Everything is coordinated by phone, email and secure document sharing — no in-person visit is needed.

How do you handle confidential information?

Every file is treated as confidential, whether it’s a loan file, NDIS service records, or family paperwork. Information is only used for what you’ve engaged us to do, and only shared further when you’ve specifically asked us to. Full detail is on our Information Security & Confidentiality page.

Do I need to commit to an ongoing contract?

No. Monthly Support arrangements run on reasonable notice, agreed with you at the outset — you’re not locked into a long fixed term. One-off Projects and Specialist Packages have their own scope and timeline, agreed before work begins.

Can I just get one-off help, rather than an ongoing package?

Yes. Alongside recurring Monthly Support, we take on one-off Projects — clean-ups, catch-ups, setups, migrations and similar scoped work — delivered once rather than on a recurring basis.

What packages do you offer?

Three ways to work with us: Monthly Support (recurring hours each month, from 5 through to 40+), Specialist Packages (defined support built around a specific need, like NDIS provider admin or a home education learning journal), and Projects (one-off, scoped work). See the Services page for the full range.

Do I need to change my existing software or systems?

No. We work within whatever systems you already use where we reasonably can. Microsoft 365 and cloud tools are a particular strength of ours, and we can suggest improvements if you’re interested, but switching isn’t a requirement to work with us.

What happens on the initial call?

A free, no-obligation conversation — usually around 15 minutes. We ask about what’s currently taking up your time, talk through what we could take off your plate, and whether Monthly Support, a Specialist Package or a Project would fit best. There’s no pressure to commit on the call.

Do you provide financial, legal, tax, credit or medical advice?

No. Ausena Support provides administrative, documentation and technology support only. Regulated advice is provided by the appropriately licensed professional — see our Disclaimer for the full detail on scope and boundaries.

How quickly do you respond?

We usually respond to enquiries within one business day, with no obligation.