Invio Care update, November 2026: NDIS records and team tools

Yes. Each complaint gets a number such as CMP-2026-0001, with the actions you take and how it ended. The register shows how many days each open complaint has been open and how many are waiting to be acknowledged; it sets no deadline of its own. A complaint cannot be marked resolved or closed until its outcome is written down, and an action you have added is never edited or removed. You can download statistics as a spreadsheet of codes, dates and counts, with no names.

Under section 10 of the NDIS Complaints Management and Resolution Rules 2018, a registered NDIS provider's complaints system must provide for appropriate records of complaints to be kept, including, where appropriate, information about the complaint, any action taken and the outcome, and each record must be kept for 7 years from the day it is made. While your account is open Invio never deletes a complaint record. If you close the account, the records go with it 30 days later, so download them first; the 7 years are your duty as the provider. Only the owner and admins can see the register. It is a record, not legal advice.

It keeps each authorisation a participant holds for a regulated restrictive practice, a written record of each use, and a monthly summary to help you fill in the Commissioner's form. The Rules bind registered NDIS providers that use regulated restrictive practices. Invio does not lodge the report for you. Check the Commissioner's approved form and the NDIS Commission's guidance for what and when to report. Only the owner and admins can see this register, and while your account is open Invio never deletes a record.

Keep a participant's NDIS plan, behaviour support plan and assessments with their record, as a PDF or a JPEG, PNG or WebP photo of no more than 4 MB, with an optional expiry date. Files sit in private storage that you and your admins can open, and each open is written to an audit log. Archiving a document keeps the file. You can tick a document so the worker on that participant's shift can open it on their phone, from 24 hours before the shift until 2 hours after it ends. It is off unless you tick it.

Workers use Invio Work, a web app they add to the home screen of an iPhone or Android phone (there is no app-store download). For a participant they are rostered with, and only around their own shift (from 24 hours before it starts to 2 hours after it ends), they can see:

• emergency contacts, risk alerts and any gate, alarm or lockbox codes you have saved
• the goals in progress from the care plan (never the ratings)
• any document you have ticked for them

They never see rates, billing or business finances. Access codes and risk alerts never appear in invoices, emails or notifications.

Yes. A worker with no signal can still write a progress note or report an incident. It is saved on the phone, encrypted with a key that stays in the phone's browser, and sent when they next open Invio with signal (nothing is sent while the app is closed). This protects the files if the phone's browser data is copied; it does not stop someone using the unlocked phone. An incident is not reported to you until it has been sent, and nothing is deleted by age. That matters for workers in rural areas and in buildings with poor reception.

• Crew shifts: put two to six workers on one job. Each worker gets their own shift, so hours and pay stay separate. If you change the time or place of one, the others follow, unless a worker has another shift then, their checks no longer cover the day or the shift has already started, in which case you are told which one did not move.
• Shared shifts: when one worker supports two to four people at the same time, make one shared shift. Each person keeps their own shift and billing line. You choose the support item and the price for that ratio yourself; Invio does not work out a rate. The worker is paid for the time once, and the roster does not flag the overlap as a double booking.
• Quote to shifts: on an accepted quote, "Turn into shifts" makes draft shifts from the lines you pick. Nothing is published until you publish it from the roster.
• Offering a shift: a worker can offer one of their own shifts, choosing a reason from a short list. You pick who takes it, and Invio checks that worker's screening, credentials and other shifts again.

Invio tracks expiry dates for the NDIS Worker Screening Check, Working With Children Check and first aid or CPR, and emails you as a check nears its expiry day. The roster will not let you put a worker on a participant's shift when their Worker Screening Check is expired or missing, or when a participant you have marked as under 18 has a worker whose Working With Children Check is expired or missing. A check is valid through its expiry day. For other checks on your own list, such as first aid or CPR, the roster warns you and asks you to confirm. Workers can send a photo or PDF of a renewed certificate from their phone; their record changes only when you approve it. Workers can also set the days and hours they can work and ask for leave. The roster warns you, and never blocks you, when a shift falls outside their availability or on approved leave. Invio does not work out leave balances or pay.

• It does not say your records are compliant, audit ready or approved. It stores records and sends reminders. What you report, and to whom, stays with you.
• It does not lodge reports with the NDIS Commission, and it does not send claims straight to the NDIA. It produces the bulk payment request file for you to upload.
• Medication: the checklist has a "Medication support" task that only shows medication support was part of the visit. Invio holds no doses, schedules or reminders. Record the medication in your own medication chart.
• Service agreement wording is a starting template that you can change for each agreement. It has not been reviewed by a lawyer.
• It does not give legal advice.

All of this is for an Australian business with the NDIS module switched on. For one provider working alone, Pro is enough for the office-side records: the complaints and restrictive practices registers, participant documents, care plans, the safety profile, case notes and incidents, service agreements and the shift log. Anything that needs workers needs Growth or Care: the roster, Invio Work (including what a worker sees on the phone), the access note with gate and alarm codes, worker checks, crew and shared shifts, quote to shifts and offered shifts. Growth covers up to 3 NDIS workers; Care takes over from the fourth. Care is A$79 a month with 4 workers included, then A$8 for workers 5 to 10, A$7 for 11 to 30 and A$6 from the 31st (prices as at 5 November 2026; see current pricing). The NDIS claims pack and Xero sync are included in Care and are add-ons on Growth. Read the Care guide for the full list.