Online Webchat for Participants & Customers

The National Virtual LAC Team based in Tweed Heads, is a central point of contact with Participants, NDIS Customers and the general community nationally. On a daily basis, the Virtual team manages large volumes of phone-based enquiries whereby Virtual LACs make appointments, complete planning meetings and provide advice and information.

Earlier this year a Live Online Web Chat function was launched on the Feros Care website. The Live Online Web Chat function will complement existing communication channels (phone and email) offered by our National Virtual LAC team.

Feros has leveraged digital technology to enhance the delivery of support to Participants and Customers when assisting in the management of their NDIS plan. The online web chat offers an alternate communication channel and has the following increased benefits:

• Carers who have limited time and may want to connect during working hours at their desk;
• An alternate channel to communicate with Participants, especially PTTs with hearing and speech impairments and people who have a psychosocial disability and who would prefer to speak to LACs via webchat;
• An immediate response to enquiries to increase customer satisfaction.