TLC Support WA: 25+ Staff, Three Regions, Always Audit-Ready
A small, owner-operated NDIS provider covering one of the largest service areas in the country — from Kalgoorlie to Bunbury and Perth — TLC Support WA uses IndyForms to manage staff onboarding, compliance and client documentation across a dispersed team, all from one place.
About TLC Support WA
TLC Support WA is a small, owner-operated disability support provider founded by Tiani Lange, a former education support assistant who moved into business ownership before returning to the disability sector when a friend needed help navigating the newly-introduced NDIS scheme. What started as one family’s request grew into a provider now employing more than 25 support workers across the Goldfields, South West and Perth regions of Western Australia.
TLC takes on only a handful of new clients each year so that every family gets genuine, personalised attention — recruiting and managing support staff on their behalf, guiding them through NDIS funding, and handling the ATO, Work Health & Safety and Fair Work Commission obligations that come with running what is, in effect, a small employment operation inside every client’s home. TLC also reinvests up to $15,000 a year back into client equipment, home modifications and allowances, on top of its day-to-day coordination work.
The challenge: a small team, a huge service area, and constant compliance change
Regional WA is not an easy place to run a disability support business. TLC’s team is spread across a footprint that would take the best part of a day to drive end-to-end, supporting families who each effectively become a first-time employer the moment they take on a support worker. Every one of those working relationships needs a service agreement, an onboarding pack, a code of conduct sign-off and an ongoing compliance trail — on top of managing rate changes as the SCHADS Award is updated.
Founder Tiani Lange has spoken publicly about how exposed regional providers are to this kind of regulatory load, describing the administrative side of proposed NDIS provider registration as a costly “tick and flick exercise” that risks pushing independent support workers out of the sector altogether (ABC News, June 2026). For a provider whose entire value proposition is untangling that complexity on behalf of families, the paperwork couldn’t be allowed to become TLC’s own bottleneck.
Before IndyForms, our biggest headache was the number of clients and staff contacting us because they weren’t sure how to complete or return a form. Compared with DocuSign, we find IndyForms much easier to use and navigate, and forms are completed with far fewer questions or issues. Being able to save a form and come back to it later has been a real time-saver too — people don’t feel pressured to finish everything at once, and our admin team spends far less time explaining the process or chasing incomplete forms. The service is second to none: Dan and the team are always willing to answer questions, and will even help complete work we’re unable to do ourselves. That level of personal support has made a genuine difference to our business.”
The solution: one system for onboarding, compliance and client care
TLC now runs the full lifecycle of a support worker or a client relationship through IndyForms — from the first enquiry to ongoing compliance checks — using role-specific templates built for the realities of the NDIS workforce:
- Tailored HR onboarding. Separate onboarding workflows for different roles — including a dedicated Part Time Contract pack and a Quality & Compliance Coordinator pack — so new hires get exactly the paperwork their role requires, not a generic one-size-fits-all form.
- Service agreements and rate changes, e-signed. Service agreements are issued and signed digitally, and SCHADS Award rate movements go out as a Rate Increase Notification & Acknowledgement form — giving TLC a signed, timestamped record that every worker has been notified and has acknowledged the change.
- Code of conduct, done consistently. A standing Code of Conduct Checklist keeps expectations consistent across a team that rarely works in the same room together.
- Referrals from outside the business, handled the same way. A Referral for Services Form is shared externally with allied partners and support coordinators, so new client enquiries land in the same system as everything else — instead of in a separate inbox to chase up.
- Client voice built into the workflow. Staff Profile Forms and a Client Satisfaction Survey keep both sides of the relationship — the worker and the family — documented and reviewable over time.
Every submission triggers an automatic notification to the right person — Tiani, an enquiries inbox, or the client themselves — so nothing waits for someone to remember to follow up, and every document sits in one audit-ready record instead of scattered across email threads and paper files.
The impact
For a provider covering three regions with a small central team, that consolidation matters more than it would for a metro-based business with staff in one office. Onboarding, compliance sign-off and client documentation now move through the same repeatable process regardless of where in WA a worker or client is based, with a clear record of what was sent, when it was actioned, and who acknowledged it — exactly the kind of trail a provider needs as NDIS compliance requirements continue to tighten.
That leaves TLC’s small team doing what they set out to do: spending their time on families, not on paperwork.
Audit-ready, always.
See how IndyForms can bring your onboarding, compliance and client documentation into one place.