The short answer: in the NDIS, your CRM is really your participant and referral management system, and it usually lives inside your care platform. ShiftCare, Brevity and MYP suit small to mid providers, SupportAbility suits compliance-focused registered providers, and Lumary suits large ones. Comparison below.
If you come from a sales background, “CRM” means a pipeline tool like HubSpot or Salesforce. In disability services that framing only fits a slice of what you do. The bigger job is managing participant records, referrals from support coordinators and plan managers, the communications around each enquiry, and the path from first contact to onboarded participant. That work needs to stay connected to rostering, progress notes and claiming, which is why CRM features for NDIS providers usually sit inside a care management platform rather than a separate tool.
In practice, providers run into trouble when they bolt a generic sales CRM onto a care system that does not talk to it. An enquiry gets logged in one place, the participant gets set up in another, and the two records drift apart. By the time you are claiming against a plan, nobody is sure which system holds the current consent form or the latest plan dates. A single platform that carries the participant from enquiry through to service delivery avoids that split.
The market is large enough to support both approaches. As at 15 May 2026 there were 774,456 people receiving support through the scheme, according to the NDIA’s national data, and tens of thousands of providers competing for those participants. That scale is why purpose-built Australian platforms exist instead of providers making do with overseas sales software.
Pricing below is indicative and was checked in June 2026. Most of these vendors price per user (admins plus support workers count), often with a minimum seat count, so the real monthly cost depends on team size, not just the headline rate. Always confirm current figures with the vendor.
| Platform | Best for | Indicative pricing |
|---|---|---|
| ShiftCare | Client records plus rostering and billing in one, small to mid providers | Basic from $8 per user per month billed annually (around $9 monthly), Professional $13, Premium $20, per Capterra; minimum 5 seats |
| MYP | CRM, custom forms and whole-of-operations management together | Custom, modular by what you switch on |
| Brevity Care | Affordable all-in-one for small to mid providers | Around $15 to $30 per user per month |
| SupportAbility | Compliance-focused registered providers | Around $15 to $30 per user per month |
| Lumary | Enterprise client management and reporting, built on Salesforce | Custom, typically $50+ per user per month |
A few notes from working alongside providers on these platforms. ShiftCare’s entry price looks the lowest, but the five-seat minimum and the jump to the Premium tier for client funds tracking and advanced incident management mean a compliance-focused provider often lands on the higher plan. Lumary sits on Salesforce, so it inherits that platform’s reporting depth and its cost and configuration overhead, which is why it suits larger registered providers with an operations team rather than a sole trader. Brevity and SupportAbility occupy the practical middle for growing providers who want claiming, rostering and records in one Australian-built system.
If you mostly need to track enquiries, referrers and participant records, almost any of these will do the job, so decide on three things instead: ease of use for the people entering data every day, whether it connects to your rostering and billing, and whether it holds records the way the NDIS Commission expects. If support coordination is your focus, look at purpose-built coordination tools in our support coordination software guide.
A short test we suggest to providers: pick your three most common workflows (logging a coordinator referral, onboarding a new participant, recording a service and claiming it) and ask each vendor to demo exactly those, with your own scenario, not a polished canned tour. The platform that handles your real workflows with the fewest clicks is usually the right one, regardless of feature lists.
The reason an NDIS CRM is not the same as a sales CRM comes down to obligations. Registered providers are bound by the NDIS Practice Standards and the registration conditions set by the NDIS Quality and Safeguards Commission, which cover accurate record keeping, incident management and protecting participant information. Registration runs in three-year cycles, and depending on the supports you deliver you face either a verification audit (lower-risk supports) or a certification audit, with a mid-term audit roughly 18 months in, as the Commission sets out in its audit pathways.
What that means for software: your system needs to store consent, plan dates, progress notes and incident records in a way you can produce at audit, not just a list of leads. When we help providers prepare for an audit, the ones who chose a platform that keeps participant records, service delivery and incidents in one place spend far less time scrambling for evidence than those stitching it together from spreadsheets and email. Choose a CRM that doubles as your evidence trail.
Worth stating plainly because it is the most common mistake we see: a CRM only manages the enquiries you already have. A tidy pipeline with three referrals in it is still three referrals. Filling it with new participant enquiries is a separate lead generation job built on local search, a website that converts, reviews and relationships with referrers. The software organises demand. Marketing creates it. Providers who expect a new CRM to grow their numbers are usually disappointed; providers who pair a solid CRM with consistent marketing are the ones who fill it.
Most providers do not choose their first system, they inherit it, then outgrow it. If you are migrating, a few things save pain. Export and back up your participant list, plan dates and consent records before you touch anything. Run the old and new systems in parallel for one full claiming cycle so you can catch gaps before you switch off the old one. Map who owns data entry on day one, because a great platform with nobody trained on it is worse than the spreadsheet you replaced. Budget for the one-off implementation, data migration and training fees that most vendors charge on top of the per-seat price; these are easy to forget when comparing headline rates.
Usually not. Participant and referral management is best handled inside your care platform (like ShiftCare, Brevity or MYP) so records, rostering and billing stay connected. A standalone sales CRM tends to create a second, drifting set of records that has to be reconciled with your care system, which adds work rather than saving it.
ShiftCare, Brevity Care and MYP are common choices because they combine client records with the rostering and billing small providers need, at an accessible price. ShiftCare’s Basic plan starts at around $8 per user per month billed annually with a five-seat minimum, so price it against your real team size, and check whether the features you need (such as client funds tracking) sit on a higher tier.
Through marketing: local SEO and Google Business Profile, coordinator outreach, reviews and a website that converts. A CRM organises enquiries; marketing creates them. If your pipeline is thin, the fix is demand generation, not a new platform.
It can, if it stores consent, plan dates, progress notes and incident records in a way you can produce at audit. Registered providers must meet the NDIS Practice Standards on record keeping and incident management, and registration runs on a three-year cycle with verification or certification audits. A platform that keeps participant records and service delivery in one place makes audit evidence far easier to assemble.
You can, but most providers find a generic sales CRM does not map to NDIS workflows like plan dates, claiming and incident records, so it ends up disconnected from the care system that actually delivers services. Lumary is built on Salesforce precisely to bridge that gap for larger providers. For small to mid providers, a purpose-built Australian care platform is usually the simpler choice.
Sources & vendor links: Information here is drawn from each provider’s official website, reviewed June 2026. Pricing and features change — verify current details directly: Lumary · ShiftCare · Brevity · SupportAbility.
Disclaimer: This article is general information only, current as at the date shown above, and is not financial, legal, clinical or professional advice, nor a recommendation or endorsement of any product, service or provider. Features, pricing and availability change frequently — verify current details directly with each provider before making a decision. All product and company names, logos and trademarks are the property of their respective owners, and their mention does not imply any affiliation with, or endorsement by, NDIS Growth. To the extent permitted by law, NDIS Growth accepts no liability for any loss arising from reliance on this information.A specialist reviews your visibility against the providers competing in your catchment, and sends a written growth plan within two business days. You keep it either way.