Latest case study · NDIS provider · Keysborough
Melbourne Care Ability: an NDIS website built for the people who use it.
Melbourne Care Ability is a registered NDIS provider in Keysborough, supporting people across South East Melbourne. Its old website looked fine but was broken underneath, with a referral form that couldn’t carry a referral. We rebuilt it on WordPress around plain-English services, a referral form that works, and accessibility built into every page.
Live since November 2026. The wider SEO build is continuing.
- Client
- Melbourne Care Ability, Keysborough VIC
- Sector
- Registered NDIS provider
- Platform
- Custom WordPress theme
- Live
- November 2026
The starting point
It looked fine. It was broken underneath.
Our audit of the old site in October 2026 found a site that read well but worked against the business:
- A referral form with no way to attach a plan, confirm consent or choose a contact time
- The same homepage live at three addresses, with every internal link pointing at the wrong one
- No sitemap, no analytics, and a services address that returned an error
- Services named with NDIS price-guide labels instead of words families search for
- No Easy Read, interpreter details or accessibility statement, on a disability provider’s site
- NDIS registration never shown, and no privacy policy or complaints pathway
The brief
- Rebuild on WordPress so the team can edit its own content
- Fix every issue from the audit as part of the build
- Make referrals easy for participants, families and support coordinators
- Set the site up to rank for NDIS support across South East Melbourne
What we built
Every fix from the audit, built into a new site.
Hand-built in WordPress with no page builder, around the people who refer and the people who need support.
- 01
Services in plain English
Families search for “help at home”, not NDIS price-guide labels. Every service now leads with an everyday name, with the official category underneath.
- 14 services in four groups: help at home, where you live, out in the community, and skills and life changes
- Jump links to each group and a services page at its own address
- An “Ask about this service” link on every card that starts a referral for that service
- A plain guide to paying for support from NDIA-managed, plan-managed or self-managed plans
- 02
A referral form that carries a referral
Support coordinators send plans and reports with a referral, so the form now takes them, along with everything the team needs to call back.
- Who is referring, the participant’s suburb and the support needed
- Preferred contact method and time
- Up to five documents per referral: PDF, Word or photos
- Consent confirmation and the privacy policy, before anything is sent
- 03
Accessibility built in
A disability provider’s website has to work for the people it supports, so accessibility is part of the design, not an add-on.
- Easy Read mode and three text sizes
- High contrast, stop animations, highlighted links and easier reading spacing
- Read-aloud, with one control to reset everything
- A printed Easy Read guide on request and the free interpreter line beside the phone number
- 04
Registration, shown up front
Coordinators check a provider before they refer. The site now answers those checks before anyone has to ask.
- NDIS registration status shown, with a link to verify it on the NDIS Commission register
- Legal name and ABN published
- Privacy, accessibility and complaints pages linked from every page, with the NDIS Commission’s phone number
- An Acknowledgement of Country on every page
- 05
Search foundations
The old site gave Google no sitemap and no clear page addresses. The new one starts clean.
- A services page at its own address, where the old one returned an error
- A title and description written for each page
- An XML sitemap for Google
- The service area named in full: Keysborough, Dandenong, Frankston, Berwick, Pakenham and across South East Melbourne
- 06
Moved into the client’s own name
Access to the old hosting sat with another party, so we started fresh on hosting in the client’s own account.
- The home page and referral form went live first, so referrals never had to wait for the full site
- Custom WordPress theme: no page builder
- The team edits its own content
- Contact details, office hours and the office map link in one place
By the numbers
Built around referrals.
Each number is something a participant, family member or coordinator uses.
- 14NDIS services, each in plain English with its official category
- 4Support groups, so families find the right help fast
- 7Accessibility tools, from Easy Read to read-aloud
- 5Documents a coordinator can attach to one referral
- 1Business day to call back after a referral
- 3Ways to pay explained: NDIA, plan or self-managed
Timeline
From audit to live, in four stages.
Referrals came first, so the referral form went live before the rest of the site.
- 01
Audit
October 2026. A full review of the old site, with broken features ranked first.
- 02
Design
October 2026. The home page designed first, around referrals and plain language.
- 03
Early launch
November 2026. Home page and referral form live on new hosting in the client’s name.
- 04
Services and search
November 2026. The services page live, with the wider SEO build continuing.
The result
Easier to find, easier to trust, easier to refer.
Families find services in their own words, coordinators can check registration and send a complete referral in one go, and the site works for people who need Easy Read, larger text or read-aloud. The team runs it in WordPress, and the SEO build continues on clean foundations.
- Client
- Melbourne Care Ability, a registered NDIS provider
- Location
- Keysborough, supporting South East Melbourne
- Scope
- Audit, website design, custom WordPress build, accessibility, referral form and SEO
Does your website look fine but quietly lose enquiries?
Send us your current site. We will send back a plain-English report on speed, search and enquiries, with the broken things ranked first. It is how this project started.