Frequently Asked Questions
We know that outsourcing your business processes is a big decision — especially in the NDIS sector. Below are answers to the most common questions we get from providers considering CURAA.
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About Outsourcing & BPO
Outsourcing (or Business Process Outsourcing, BPO) is the practice of engaging a third-party provider to manage specific business functions — like accounting, customer service, finance, or HR — instead of handling them in-house.
The terms are often used interchangeably. BPO is a more formal term that refers specifically to outsourcing internal business operations to a third party, often with a structured service model and SLAs (Service Level Agreements).
Outsourcing allows providers to reduce costs, increase efficiency, access specialist skills, and free up internal staff to focus on frontline service delivery. It’s particularly valuable for managing complex, time-consuming tasks like payroll, PRODA billing, compliance, and documentation.
Typical services include:
- NDIS finances, PRODA and plan management billing
- Payroll and SCHADS award interpretation
- Bookkeeping and monthly reporting
- Compliance file management
- HR and onboarding admin
- Reduced overheads
- Increased operational efficiency
- Improved reporting
- Access to experienced, specialised teams
- Flexibility to scale
- Improved compliance and reporting
Like any strategic decision, outsourcing carries potential risks:
- Communication delays
- Perceived loss of control
- Data security concerns• Cultural or workflow differences
We address these risks with local oversight, secure systems, and highly structured onboarding.
CURAA’s Process & Expertise
We handle everything. After understanding your needs during a discovery call, we:
- Design a role or team structure
- Identify, screen, and shortlist offshore candidates
- Present you with final candidate(s)
- Handle onboarding, training, and supervision
- Provide ongoing support, reporting, and performance oversight
You get the benefits of an offshore team — without the HR headaches.
Many of our clients reduce their back-office spend by 30–50% without compromising quality. Savings vary based on the size of your team, services outsourced, and existing systems.
One client saved $500,000 in 12 months.
We’ve built offshore teams specifically for the NDIS — not general call centre work. All our staff:
- Undergo screening for skills, language competence, values and attention to detail
- Are training and onboarded through the Civitas Learning academy
- Are supported by Australian-based managers with sector experience
You’ll interact with your offshore team just like local staff. Communication is typically via:
- Internal chats - Slack or MS Teams
- Zoom or video calls
- Shared drives and systems
We structure regular check-ins and provide transparent performance reporting.
All staff receive onboarding through the Civitas Learning Academy covering:
- NDIS Practice Standards
- Client privacy and data protection
- Record keeping and reporting expectations
- Internal policies specific to finance, payroll, compliance or HR
Training is refreshed regularly and monitored by our Australian leadership.
We are registered NDIS providers ourselves — so we live the compliance journey too.
Our team includes:
- Internal compliance officers
- Senior and experience service delivery teams
- Service leads with audit experience
We stay current with changes to NDIS Quality Indicators, audit trends, and system integrations.
Legal, Security & Contracts
CURAA complies with:
- Data protection and privacy standards (incl. the Privacy Act 1988)
- Labour laws in offshore jurisdictions
- IP and confidentiality agreements with all staff and clients
No. All our services are month-to-month.
We believe in performance, not lock-ins.
Yes. We use:
- Encrypted cloud-based storage (Google Workspace / Microsoft 365)
- Secure VPN access for offshore staff
- Role-based permissioning for document access
- Backups and activity logs
Still Have Questions?
We’d love to hear from you. Book a no-obligation discovery call and let’s talk through your challenges, ideas, or goals.
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