Compliance
ShiftCare vs SupportAbility: Which NDIS Software Is Right for Your Provider?
ShiftCare and SupportAbility are two of the most popular NDIS software platforms in Australia, but they serve different provider profiles. This head-to-head comparison covers features, pricing, mobile apps, progress notes, rostering, billing, compliance tools, and support quality to help you choose the right platform for your organisation.
Platform Overview
ShiftCare
ShiftCare is an Australian-built care management platform that has grown rapidly among NDIS, aged care, and home care providers. Founded in Sydney, it focuses on making rostering, billing, and documentation accessible for small to mid-size care organisations. Its per-client pricing model and intuitive interface have made it particularly popular with newer providers and those transitioning from spreadsheets.
ShiftCare's design philosophy prioritises ease of use. Most features can be learned in a single training session, and support workers typically need less than 30 minutes to become comfortable with the mobile app. This low learning curve is a significant advantage for providers with high staff turnover or limited training budgets.
SupportAbility
SupportAbility is one of the longest-established NDIS software platforms in Australia, serving the disability sector since 2005. Developed by Infoxchange (now part of Connecting Up), it has over two decades of refinement based on the specific needs of Australian disability service providers. Its depth of functionality reflects the complexity of disability service delivery.
SupportAbility's design philosophy prioritises comprehensiveness. It handles scenarios that simpler platforms cannot — complex group activity billing, multi-program service delivery, detailed outcome measurement, and advanced reporting. This depth comes at the cost of a steeper learning curve and longer implementation timeline.
Rostering Comparison
| Feature | ShiftCare | SupportAbility |
|---|---|---|
| Drag-and-drop scheduling | Yes — intuitive interface | Yes — functional but dated interface |
| SCHADS Award interpretation | Strong — covers standard scenarios | Strong — covers complex scenarios including multiple modern awards |
| Shift templates | Yes — recurring weekly/fortnightly patterns | Yes — with more complex pattern options |
| Availability management | Yes — workers submit via app | Yes — workers submit via app or web |
| Conflict detection | Automatic double-booking and break alerts | Automatic with additional qualification-based checks |
| Group activity rostering | Basic | Advanced — supports complex group configurations |
| SIL/house-based rostering | Good | Good |
| Labour cost forecasting | Real-time as roster is built | Available but less prominent in the workflow |
Winner: Tie. ShiftCare wins on usability and visual design. SupportAbility wins on depth for complex rostering scenarios like group activities and multi-award workforces. For straightforward rostering (individual and SIL shifts), both platforms perform well.
Billing and Claiming Comparison
| Feature | ShiftCare | SupportAbility |
|---|---|---|
| NDIS Price Guide rates | Automatic updates | Automatic updates |
| Line item validation | Yes | Yes — with more granular control |
| Bulk claiming (NDIA portal) | Yes | Yes |
| Plan manager invoicing | Yes | Yes |
| Budget tracking | Yes — per participant | Detailed — per category with utilisation reports |
| Group billing (shared support ratios) | Basic ratio calculations | Advanced — handles complex group billing scenarios |
| Accounting integration | Xero, MYOB | Xero, MYOB |
| Financial reporting | Good — standard reports | Advanced — detailed revenue analytics |
Winner: SupportAbility for complex billing, particularly group support calculations and detailed budget analytics. ShiftCare is more than adequate for providers with straightforward individual billing.
Progress Notes Comparison
| Feature | ShiftCare | SupportAbility |
|---|---|---|
| Customisable templates | Yes | Yes — with more template options |
| Mandatory field enforcement | Basic | Advanced — configurable per service type |
| Goal linking | Manual reference | Structured goal integration with outcome tracking |
| Outcome measurement | Not available | Yes — tracks progress over time with reporting |
| AI-powered quality checking | No | No |
| Photo attachments | Yes | Yes |
| Approval workflows | Basic | Advanced — configurable approval chains |
| Family portal access | Yes — families can view notes | Limited |
Winner: SupportAbility for its superior outcome measurement and goal tracking. ShiftCare wins on ease of use for workers and family access to notes.
Neither ShiftCare nor SupportAbility includes AI-powered note quality checking. For compliance-grade progress notes with either platform, workers can use the free NDISCompliant Notes Rewriter to rewrite their rough notes into compliant language before entering them into either system.
Participant Management Comparison
| Feature | ShiftCare | SupportAbility |
|---|---|---|
| Participant profiles | Comprehensive — covers core needs | Very deep — extensive customisable fields |
| Support plan management | Good | Excellent — with version control and review scheduling |
| Document storage | Yes | Yes — with more organisational options |
| Consent tracking | Basic | Structured — with expiry alerts |
| Risk assessments | Template-based | Structured with escalation workflows |
| Communication logs | Yes | Yes — with categorisation |
| Referral management | Basic | Advanced — with waitlist management |
Winner: SupportAbility. Its two decades of disability sector experience show in the depth of participant record management. ShiftCare covers the essentials well but lacks the depth required for complex, high-need participants.
Mobile App Comparison
Mobile access is critical for NDIS providers since support workers operate in the field, not at desks. The quality of the mobile app directly affects worker adoption and documentation quality.
ShiftCare Mobile
- Clean, modern interface designed mobile-first
- Quick note writing with template access
- Shift clock-in and clock-out with GPS verification
- Real-time schedule viewing and notifications
- Photo capture and attachment
- Availability submission and shift acceptance
- Generally fast performance with reliable syncing
SupportAbility Mobile
- Functional but more complex interface reflecting the platform's depth
- Note writing with goal linking and outcome recording
- Shift management and timesheet functionality
- Participant profile access with relevant information
- Photo and document attachment
- Performance can vary with large participant datasets
Winner: ShiftCare. Its mobile app is consistently praised for usability and performance. Workers with limited technical skills find it easier to adopt. SupportAbility's mobile app is functional but its complexity reflects the platform's depth, which can overwhelm field workers.
Compliance Features Comparison
| Feature | ShiftCare | SupportAbility |
|---|---|---|
| Incident reporting | Yes — form-based | Yes — with workflow and escalation |
| Complaints tracking | Basic | Structured register with resolution tracking |
| Worker screening register | Yes — with expiry alerts | Yes — with expiry alerts and compliance reporting |
| Training tracking | Basic | Comprehensive — training matrix with gap analysis |
| Continuous improvement register | Not built-in | Yes — with tracking and reporting |
| Compliance dashboards | Basic overview | Detailed with customisable views |
| Audit trail | Standard record history | Comprehensive version tracking across all records |
Winner: SupportAbility. Its compliance features are significantly more mature, reflecting two decades of development guided by audit requirements. ShiftCare covers the basics but lacks the depth that providers facing complex compliance requirements need.
Pricing Comparison
The pricing models differ fundamentally, which means the cost comparison depends on your provider's specific ratios of staff to participants.
ShiftCare Pricing
- Starter: Approximately $9 per client per month — rostering, basic billing, progress notes
- Professional: Approximately $15 per client per month — adds advanced reporting, team messaging, accounting integration
- Enterprise: Custom pricing for larger organisations
SupportAbility Pricing
- Per active participant per month, starting around $20
- Additional modules may incur extra costs
- Contact SupportAbility for a tailored quote based on your participant numbers and required features
Cost Comparison Scenarios
| Provider Profile | ShiftCare (Professional) | SupportAbility (Est.) |
|---|---|---|
| 10 participants, 15 staff | ~$150/month | ~$200/month |
| 30 participants, 40 staff | ~$450/month | ~$600/month |
| 50 participants, 80 staff | ~$750/month | ~$1,000/month |
| 100 participants, 120 staff | ~$1,500/month | ~$2,000/month |
Winner: ShiftCare on base cost at every size tier. However, SupportAbility's higher price reflects deeper functionality. The true cost comparison should factor in the time saved by SupportAbility's advanced features — if you need those features, the price difference may be justified by reduced administrative effort.
Prices shown are estimates based on publicly available information as at April 2026. Both platforms offer customised pricing based on specific requirements. Always request a current quote directly from the vendor before making purchasing decisions.
Customer Support Comparison
ShiftCare Support
ShiftCare provides email and in-app chat support during Australian business hours. Response times are generally good for a platform of its size. The knowledge base and video tutorials are comprehensive and well-maintained. Onboarding includes guided setup and training for administrators.
SupportAbility Support
SupportAbility offers phone, email, and online support during business hours. As an established platform, its support team has deep experience with disability sector-specific questions. The documentation is extensive. Implementation support is more structured than ShiftCare's, reflecting the platform's greater complexity and the longer onboarding timeline.
Winner: Tie. Both platforms provide adequate support. SupportAbility's support team has deeper sector expertise; ShiftCare's support materials are more modern and accessible for self-service learning.
Summary Comparison Table
| Category | ShiftCare | SupportAbility | Winner |
|---|---|---|---|
| Rostering | Strong, intuitive | Strong, complex scenarios | Tie |
| Billing | Good for standard billing | Advanced, group billing | SupportAbility |
| Progress notes | Easy, family access | Goal tracking, outcomes | SupportAbility |
| Participant management | Covers essentials | Deep, comprehensive | SupportAbility |
| Mobile app | Modern, fast, easy | Functional, complex | ShiftCare |
| Compliance features | Basic coverage | Comprehensive | SupportAbility |
| Pricing | More affordable | Higher cost, more features | ShiftCare |
| Learning curve | Short (days) | Long (weeks) | ShiftCare |
| Setup time | 1-2 weeks | 4-8 weeks | ShiftCare |
| Best for | 1-50 staff | 20-200+ staff | Depends on size |
The Verdict — Which Should You Choose?
Choose ShiftCare If:
- You have 1 to 50 staff and want to get started quickly
- Budget is a primary concern and you need affordable per-client pricing
- Your workforce has limited technical skills and you need an easy-to-adopt mobile app
- You deliver primarily individual community-based or in-home supports
- You want to move from spreadsheets to software with minimal disruption
- You value simplicity over feature depth
Choose SupportAbility If:
- You have 20 to 200+ staff delivering complex disability services
- Outcome measurement and goal tracking are important for your service model
- You deliver group activities, day programs, or services requiring complex billing
- You need comprehensive compliance management with incident workflows, training matrices, and continuous improvement tracking
- You have administrative staff with the capacity to learn a deeper system
- You prioritise feature depth over ease of initial setup
Consider a Third Option If:
- You are a SIL provider: Look at Careview, which is built specifically for SIL workflows
- You deliver multiple funding programs: Look at Brevity for multi-funder billing
- You are a large enterprise: Look at Lumary for Salesforce-based customisation
For comprehensive reviews of all NDIS software options, read our Best NDIS Software for Providers in 2026 comparison guide.
Whichever Platform You Choose, Documentation Quality Matters
Neither ShiftCare nor SupportAbility will write your progress notes for you or generate your audit documentation. Both platforms store and manage the records you create, but the quality of those records depends on your workers' documentation skills.
The NDISCompliant Notes Rewriter improves documentation quality regardless of which platform you choose. And for providers preparing for NDIS certification, the Complete SIL Kit provides the 109 audit-mapped policy documents that complement your operational software.
Important: This article provides general guidance about NDIS compliance requirements. It is not legal or professional advice. Requirements may change as the NDIS Commission updates its policies and Practice Standards. Always verify current requirements with the NDIS Quality and Safeguards Commission or a registered NDIS consultant before making compliance decisions.
Frequently asked questions
Is ShiftCare or SupportAbility better for small NDIS providers?
For small NDIS providers with 1 to 20 staff, ShiftCare is generally the better choice. Its per-client pricing model is more affordable at small scale, the interface has a shorter learning curve, and setup is faster. SupportAbility's depth of features can overwhelm small teams who do not need advanced outcome measurement or complex service type management. ShiftCare covers the essential needs — rostering, billing, progress notes, participant management — without the complexity overhead.
Which is better for progress notes — ShiftCare or SupportAbility?
SupportAbility has stronger progress notes features, particularly for outcome measurement and goal tracking. Its notes are deeply integrated with participant goals, and the system generates outcome reports showing progress over time. ShiftCare provides solid note writing with customisable templates and mobile access, but lacks the outcome tracking depth. For providers who want to improve note quality regardless of platform, the free NDISCompliant Notes Rewriter can be used alongside either system to ensure notes use compliant, objective language.
How do ShiftCare and SupportAbility pricing models compare?
ShiftCare uses per-client pricing (approximately $9 to $15 per client per month), which benefits providers with many staff but fewer participants. SupportAbility uses per-active-participant pricing (approximately $20+ per active participant per month). For a provider with 30 participants and 50 workers, ShiftCare costs roughly $270 to $450 per month; SupportAbility costs approximately $600+ per month. The cost comparison shifts in SupportAbility's favour for providers with many participants but fewer staff.
Can I switch from ShiftCare to SupportAbility (or vice versa)?
Yes, but data migration requires planning. Neither platform offers a direct one-click migration from the other. You will need to export participant records, historical notes, and other data from the outgoing platform and import or manually re-enter it into the new system. Most providers allow a 2 to 4 week overlap period where both systems run simultaneously to ensure continuity. Ask both vendors about their data migration support and any import tools they provide.
Do either ShiftCare or SupportAbility include compliance document templates?
Neither ShiftCare nor SupportAbility provides the policy documents, procedures, and registers required for NDIS certification audits. Both platforms help you maintain compliant operations — tracking incidents, logging training, managing participant records — but they do not generate the actual policy documents auditors review. For audit-mapped documentation, providers typically use a compliance document kit like the NDISCompliant Complete SIL Kit alongside their operational software.
Keep reading
Free: the SIL Readiness Pack
A checklist and a sample policy page, sent as a download. No sequence.