Melbourne City Mission (MCM)

Charge full NDIS rate for workers that are straight out of university. If they go five minutes over your session, they bill you for an extra half hour and charge you full price for cancellations even with ample notice. Funds get used up very quickly with not a lot of benefit/value for money.

MCM handles complaints in a very poor manner. We received a very tersely worded unprofessional email from my step-son’s Support Coordinator and even though MCM acknowledged that the communication did not meet their expectations, they took a course of action that was appalling. MCM decided to exclude me (step-mum) from all communications even though I had been and still am, the person who manages appts and communications on behalf of my husband. Their actions have put pressure on my husband to manage all NDIS matters for his son instead of recognising the he and I are a team and work collaboratively, especially as I manage three other NDIS Plans in the family. . When my husband raised this issue with MCM (directly with the Assistant CEO) they said they would have to cut service at the end of my step-son’s NDIS Plan if he didn’t agree. They imposed their decision without genuine consultation with stakeholders and with no regard for the best interests of my step-son who lives in a shared care arrangement. MCM needs to be much more person centred and family centred in their approach to working with families. MCM needs to develop a proper complaints system that works with families to resolve issues rather than dictating the terms.

The program manager at Melbourne City Mission is exceptional to deal with. He and his team has provided us great service and communication. I have no hesitate in using Melbourne city mission in the future and recommending him and his team to my friends.

They seem pretty good however the person I'm working with doesn't seem to have much local. It's a journey of a discovery.

I go to Compass 3 times a week. It's a close knit "family" - that's really what it is. We share laughs and jokes, and prepare lunch together. If you're wanting to be part of a team and a close knit group, it's a great place. We help each other out with what we need. Everyone who is there goes pretty regularly. It's a great environment and a great team to be with.