The AI Receptionist for NDIS Providers
An AI receptionist for NDIS providers answers calls from participants, families and support coordinators around the clock, including after hours and weekends. At intake it records how the participant's plan is managed, self-managed, plan-managed or agency-managed, along with their support coordinator's details, so the practice has what it needs before the first session. A call that sounds urgent or distressed is escalated to a human straight away rather than handled by the system. It syncs bookings, reschedules and cancellations with practice software including Cliniko, and LUNA builds a Halaxy connection into setup for providers who use it. The receptionist answers on the provider's existing phone number, so there's no new line to give out and no missed call sending a participant to a competitor. Built by LUNA Systems in Brisbane, it's configured to a provider's services, intake questions and escalation rules, and serves NDIS providers across Australia.
By Justine Coupland · Last updated July 2026
The Problem
Why Calls Are Slipping Through
Missed participant calls become missed service agreements
A participant or family calling to start a new service will ring the next provider on the list if nobody answers. That single missed call can cost the practice a full service agreement and its ongoing funding. The receptionist answers every call, takes the details, and books the intake before the participant looks elsewhere.
After-hours calls from participants and families going to voicemail
Support needs don't stop at 5pm. A participant or family member ringing in the evening or on a weekend to book, cancel or ask a question usually reaches voicemail, and a message left often waits until the practice reopens to get actioned. The receptionist answers those calls overnight and on weekends, handles the routine ones itself, and passes anything urgent straight to the on-call line.
Admin staff interrupted mid-session to answer the phone
Behaviour support workers, therapists and admin staff are often with a participant when the phone rings, and stepping out to answer it means leaving the session or letting the call ring out. Neither is a good option when the caller might be a participant needing to reschedule or a coordinator setting up a referral. The receptionist takes every call so staff can stay with the person in front of them.
Intake details captured inconsistently
Plan management type, NDIS number and support coordinator details are easy to miss when whoever answers the phone is rushed between other jobs, and a gap in that information means a slower start with a new participant or a call back to chase what's missing. The receptionist asks for the same details on every call, in the same order, so the file is complete before the first appointment is booked.
What You Get
Everything Included in Your Receptionist
FAQ
Common Questions
Can it integrate with Halaxy?▼
Yes. Halaxy publishes a public FHIR API that supports appointment creation, updates and webhooks, and LUNA builds the connection into your setup rather than relying on a pre-built plug-in. Bookings, reschedules and cancellations made by the receptionist sync through to your Halaxy calendar. See our Halaxy integration page for what the connection covers.
What happens if a caller is distressed or it's an emergency?▼
The receptionist recognises distress or an emergency and escalates immediately to a human rather than trying to manage the call itself. If someone is in immediate danger, it directs them to call 000. It never provides counselling, clinical advice or a substitute for a crisis service. Its role is to get the right person on the line as fast as possible.
Does it give NDIS plan or funding advice?▼
No. The receptionist books appointments and captures intake details. It does not advise on eligibility, funding or plan questions, and anything about a participant's plan or funding is referred to your team, their support coordinator, or the NDIA.
How are participant calls and recordings handled under the Privacy Act?▼
The receptionist confirms a caller's identity before discussing any appointment or plan details, and only records what's needed to book and route the call. For how recordings, transcripts and health information are stored, who can access them, and how long they're retained, see our data handling page. Your organisation remains responsible for its privacy and NDIS obligations.
Does it work after hours and on weekends?▼
Yes. Outside business hours, callers reach the receptionist rather than voicemail. It answers, books, reschedules or cancels where it can, takes a message for anything else, and forwards a genuinely urgent call to your on-call line straight away. The next morning your team receives a summary of every after-hours call, including any that need a callback.
Is it suitable for support work and behaviour support providers, not just therapy practices?▼
Yes. We configure the receptionist to match how your service runs, whether that's a therapy practice booking clinical sessions, a behaviour support provider coordinating support workers, or a support work provider matching participants to shifts. The intake questions, escalation rules and practice software connections are set during setup to fit your service type.
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