COVID-19 changed disability support in ways that were partly temporary and partly lasting. Telehealth that didn't exist before 2020 is now a standard tool in some service types. Infection control procedures have become permanent practice. Understanding what's changed helps participants make informed decisions about their support.
This article steps through what's still different post-pandemic, what went back to normal, and what the lasting effects look like in 2026.
How COVID-19 affected NDIS service delivery
The early pandemic period was disruptive. Personal care workers couldn't enter homes safely without PPE. Group programs were suspended. Allied health appointments shifted to phone or video. Hospital and aged care visits stopped.
For NDIS participants, the immediate impacts included:
Reduced or paused services from providers managing infection control.
Sudden shift to telehealth for therapy and clinical appointments.
Cancelled group programs and community activities.
Increased isolation, particularly for participants with limited informal networks.
Workforce shortages as some workers left the sector or couldn't work due to illness or vulnerability.
Participants in supported accommodation (SIL) facing significant restrictions on visitors and outings.
NDIA introduced flexibility around how funding could be used during the pandemic, including allowing some non-traditional spending and easing claim processes. Some of this flexibility has continued; some has been wound back.
What changed permanently vs what's back to normal
Permanent or near-permanent changes:
Telehealth for many allied health appointments, especially for participants in regional and remote areas. Most allied health professionals now offer telehealth as standard.
Increased use of video calls for support coordination, plan reviews, and provider communications.
Updated infection control practices in personal care and SIL settings — handwashing, surface cleaning, PPE awareness, illness reporting.
More attention to ventilation in shared spaces, including SIL homes and group programs.
Faster shift to remote work for non-direct-support roles (admin, coordination, plan management).
Things that have largely returned to pre-pandemic normal:
In-person personal care, including for participants in supported accommodation.
Group community programs (most have resumed in 2025–26).
Hospital and aged care visits (with some lingering protocols).
Workforce levels, though high turnover remains an industry issue.
Telehealth under NDIS
Telehealth — clinical appointments by phone or video — became standard during the pandemic and has stayed. NDIS funds telehealth at the same rates as in-person allied health, generally.
When telehealth works well:
Initial consultations and review appointments where physical assessment isn't critical.
Follow-up sessions where the participant is comfortable with technology.
Therapy where the focus is conversation (psychology, counselling, some social work).
Participants in remote areas where in-person sessions would require long travel.
When telehealth doesn't work as well:
Hands-on physiotherapy or OT requiring physical assessment.
Initial assessments where physical observation is important.
Participants who struggle with technology or video.
Complex situations requiring observation of the participant in their environment.
Many providers now offer hybrid arrangements — initial visits in person, follow-ups by telehealth. Choose what works for your situation.
Infection control in disability support
Lasting changes to infection control practices include:
Workers staying home if unwell, with reliable backup arrangements.
Hand hygiene as routine practice, including hand sanitiser supplied by participants or providers.
Mask use in some settings, particularly when workers or participants are immunocompromised.
PPE protocols for high-risk situations (post-hospital recovery, immunosuppressed participants, communicable illness in the household).
Updated training for workers on infection control.
These changes are mostly positive. They protect participants and workers. The main downside is that some participants find PPE distancing or alienating — particularly people with autism, dementia, or communication impairments who rely on facial cues.
If a worker arriving in PPE is distressing for you or your family member, talk to your provider about what's needed and what's preference. Some PPE is required by infection control standards; some can be modified based on participant comfort.
What this means for choosing services
A few practical things to consider:
If you have telehealth options, use them when they're appropriate. Save in-person sessions for when they add value. This stretches your budget.
If you're vulnerable to infection, ask providers about their illness protocols. Workers shouldn't be coming to your home with a cold or flu.
If your supported accommodation has had infection issues, raise it. Modern infection control should be standard practice.
Some providers shifted services in ways that became permanent operating models — that's not always bad. Telehealth-first providers may suit some participants well.
Frequently asked questions
Can I use NDIS funding for vaccines or COVID tests?
Vaccines are funded through Medicare for most people, not NDIS. COVID tests purchased privately aren't typically NDIS-fundable.
My provider still requires masks. Is that allowed?
Yes. Providers can have their own infection control policies above the public health baseline. If you find this distressing, talk to them about your situation.
What if a worker tests positive for COVID?
They should not be working. Your provider should have backup arrangements. If they're sending workers who are unwell, that's a serious concern worth escalating.
Are NDIS prices reflecting pandemic-era costs?
Pricing has been adjusted over time. Some pandemic-era loadings have been wound back; others incorporated. Current prices reflect post-pandemic operating models.
If you have specific questions about how Seareal handles infection control or telehealth options, contact us. We balance safety with respect for participant preferences.