Every NDIS call gets an answer. Your team gets a clean note.

Cleo answers your provider phone while your team is with participants. She takes a structured message (who called, what they need, what happens next) and sends your team a summary. The next step stays with you.

Book a demo See what a summary looks like ↓

Australian hosted data · Privacy Act · NDIS Quality & Safeguards Commission aware

Built for the way NDIS providers work

Participants, families, support coordinators and plan managers all ring the same number, often while your team is out on visits or in sessions. Cleo makes sure each of them talks to someone, and your team gets the details in a form they can act on. She doesn't write into your practice software, so your coordinators decide what happens next.

Who Cleo answers for you

Participants and families: new enquiries, questions about existing supports, change requests
Support coordinators: referrals and capacity questions, captured cleanly for your team to answer
Plan managers and other providers: who they are, what they need, the best way back to them

How a call becomes a summary your team can act on

1. Cleo answers your number and tells the caller she's an AI assistant for your organisation.
2. She finds out who's calling and in what role: participant, family member or carer, support coordinator, plan manager or another provider.
3. She asks the questions your team needs. These come from your list, for example the service they're asking about, the suburb or region, whether they're new or existing, and how they'd like to be contacted.
4. She takes down contact details and reads them back, so the callback goes to the right person and number.
5. She tells the caller what happens next in your words (for example, "a coordinator will call you back to talk through availability"). She doesn't book, quote or promise funding outcomes.
6. Your team gets a structured summary by SMS or email: caller, role, reason for calling, key details, contact details and next step.

Anything urgent follows the escalation path you set. Life-threatening emergencies are directed to triple zero.

Example summary layout (illustrative format, not a real call)

Caller: Support coordinator · About: new referral, OT, Northside · Participant contact via: coordinator · Callback: mobile, after 2pm · Told caller: team will call back about availability

Cleo capabilities for NDIS providers

Answers your existing number when your team is with participants
Structured message-take built around your intake questions
SMS or email summaries routed to the right person on your team
Your services, regions, hours and escalation rules
AI disclosure on every call
Australian hosted data, with call recordings only kept if your clinic switches on the recording add-on
No PMS write-back, so bookings and decisions stay with your team

By the numbers

• 1,408 calls answered across 12 CallCleo clinics
• 408 messages taken for clinic teams
• 79.6% of calls arrived in business hours, measured against each clinic's own hours

CallCleo production data, 12 clinics, 24 Apr to 12 Oct 2026; booking and reschedule counts from 6 Jun 2026, when logging started, so they're a minimum.

From the provider phone

Support coordinators get a person on the line. The team gets a clean note.

An NDIS provider has a lot of weekday enquiries and no need for Cleo to write into a practice system. Cleo answers and takes the message: who called, what they need and what happens next. The team gets a summary, and the booking, if there is one, stays with them.

Read the story →

Referrals that don't go cold while the team is on the road

[ANONYMISED EXAMPLE – needs real source before ship]

A small NDIS occupational therapy provider in Perth spends most weekdays doing home and school visits. Coordinator calls used to land in voicemail. Now Cleo answers, records the referral details and callback preference, and the intake lead gets a summary on their phone between visits so they can call back the same day.

FAQs

NDIS AI receptionist FAQs

What does Cleo do on an NDIS call? +

She answers, finds out who's calling and why, takes a structured message using your intake questions, tells the caller what happens next and sends your team a summary.

Does Cleo book appointments or write into our practice software for NDIS calls? +

No. For NDIS providers, Cleo does message-take and a summary to the team. She doesn't write into a practice management system, so your coordinators stay in control of the next step.

Does Cleo handle NDIS claims, funding or plan questions? +

No. Cleo doesn't submit claims or give funding advice. She captures the caller's question and passes it to your team to answer.

Who can Cleo take messages from? +

Anyone who rings your number, including participants, families and carers, support coordinators, plan managers and other providers. She records the caller's role so your team knows who to call back.

Will callers know they're speaking with AI? +

Yes. Cleo introduces herself as an AI assistant at the start of the call. Being upfront is the default, in line with NDIS Quality & Safeguards awareness. That's not a certification claim.

What happens with urgent calls? +

You set the escalation path. Cleo can take the message, notify your team or follow the rules you give her. Life-threatening emergencies are directed to triple zero.

Where is data hosted, and are calls recorded? +

Data is hosted in Australia under the Privacy Act. Call recordings are only kept if your clinic switches on the recording add-on.

NDIS providers across Australia

Brisbane · Sydney · Melbourne

NDIS providers

Structured message-take and a team summary (no PMS write-back)

Allied health clinics (for comparison)

First-call booking write-back into Cliniko, Halaxy or Nookal

Put Cleo on your NDIS provider phone

See how Cleo answers a coordinator call, and the summary your team gets straight after.

Book a demo