For NDIS support coordinators
An app your participants use at home, and you can use it too.
Understanding Zoe is for Autistic people, and for people with intellectual or developmental disability. Children and adults. It holds everything they record about their days, and Pip builds a strengths-first picture from it. You get access to what they choose to share with you. Joining is free for you.
- Built in Australia from lived experience, and evidence-based
- Data hosted in Australia
What this changes for you
Most of what makes this job hard is out of our reach. These four are not.
What you need to know is in the family's head
The information already exists. It sits in a family's memory, and getting it out of there is time you often cannot bill.
What changes
Families tell Pip what happened in their own words, on the day it happens. No forms and no fields. Some of the finding out is done before you ask, though the job itself is still yours.
The phone does not stop at five
You build your working life around not being a crisis line. The hard evenings still come anyway, and they still land somewhere.
What changes
When a family has support at home, fewer ordinary hard days turn into a nine o'clock phone call. We are not crisis support, and we will never say we are.
Every person needs something different, and you are one person
No two participants need the same thing. Holding all of it, across a whole caseload, never gets easier.
What changes
Each profile carries an About Me, and Pip writes it from what gets recorded. Strengths first, then interests, support needs, and the best way they learn. You arrive already knowing who someone is. You still decide how your time is spent, but you decide from a fuller picture.
Keeping up with everyone costs time you cannot bill
Following each participant between visits means chasing people for it. That chasing is rarely billable, so it is the first thing squeezed.
What changes
Once you are in someone's village, you can follow along as closely as you like. It is free for you, every time. The person or their family pays for the app from their own Consumables budget, so it never touches your coordination hours.
It fits more of your caseload than you might expect. Most tools like this stop at childhood. An adult sets up their own profile here, and one subscription covers a parent alongside their children.
What you would actually see
Three screens, so you can form your own view.
The records and the documents, in one place.
Notes, observations, medication, milestones, goals, appointments and reports all live together. You get access to the parts they choose to share with you, and nothing else.
You get to know what is happening in their life now.
The Story tab turns what has been recorded into plain patterns. What helped this week, what got harder, and where someone asked for what they needed.
You arrive already knowing who someone is.
About Me is a short profile Pip writes from what gets recorded. Strengths first, then interests, support needs, and the best way they learn. You read it instead of assembling it.
And for the people you support
Somewhere to turn on the hard days
The hard days do not wait for the next appointment. People have support at home, so less unravels before anyone sees them again.
Neuroaffirming and strengths based
Everything is built to understand the person, not to fix them. Identity first, strengths first, always.
The people behind Understanding Zoe
We are Laetitia and Johan. We started this after our own daughter's diagnosis.
We started this after our daughter's Autism assessment. We felt how alone families are the moment everyone goes home and the reports pile up. So we built Understanding Zoe in Australia, from lived experience and on evidence, with Australian families and with the coordinators and therapists who told us what was missing. Both are required. Neither is enough on its own.
Our own support coordinator is in Zoe's village. He has what he needs about her without having to ask us for it first, and it has never cost him anything to be there.
It is neuroaffirming by design, identity first and strengths based. It was built by a neurodivergent family, for neurodivergent people.
- Built by a neurodivergent family
- Registered NDIS provider
- Grounded in a 2025 study of 1,091 Australian families
- ISO 27001 certified, data hosted in Australia
The coordinator's kit
If it earns a place in your work, here is everything you need to introduce it to someone, with nothing to prepare.
- Easy Read setup guideA plain language, picture supported walk through of setting up the app, made for accessibility.Download PDF
- NDIS funding guideHow claiming works for plan managed, self managed and NDIA managed participants, and how to get set up.Download PDF
- Flyers and postersA welcome pack you can print. Overview flyers to hand over, plus posters for a waiting room or noticeboard.Download PDF
- Neuroaffirming language guideOne page on the words the neurodivergent community is asking for now, and the ones it has moved on from. Yours to keep.Download PDF
A$14.99
a month, or A$119.99 a year
- Seven day free trial
- No lock in, no contract
- Covers a whole household
This is what a participant pays, not you. It is free for you to be in someone's village, always. Not charged until day eight, and one subscription covers everyone in a household who needs a profile. Families generally claim it from Consumables.
Funding, and the questions we get asked
How is it paid for?
Not by you. The person or their family pays for it, and it is always free for you to be in their village.
We are a registered NDIS provider. A subscription is generally claimed as low cost assistive technology for communication or cognitive support, from the Consumables part of the Core budget.
Whether it fits a particular plan depends on that plan, so we would rather you check than take our word for it. People can also simply pay for it themselves.
Is it an everyday item?
It is a fair question after the 2024 rule changes, and some teams have asked it.
Understanding Zoe is registered under group 0124, Communication and Information Equipment. That is Commission level recognition, after a verification audit, that we deliver disability supports. It is disability specific assistive technology, not standard consumer technology, and not a wellness or lifestyle subscription.
Does it need a quote or an assistive technology assessment?
No. As low cost assistive technology under $1,500, no quote and no assistive technology assessment is required.
What will I be able to see?
Only what the person chooses to share with you, across nine separate permission categories they control. They can change it at any time, and they can remove you. Pip conversations are private by design. Even the account owner cannot read another member's Pip chats.
The full claiming and registration detail
- Registered entity
- Understanding Zoe Pty Ltd, ABN 88 679 740 044
- Registration ID
- 4-M61J4JC
- Registration group
- 0124, Communication and Information Equipment
- In force
- 13 July 2026 to 13 July 2029
- Support item
- 03_222100911_0124_1_1
- Item name
- Low Cost AT, Communication Or Cognitive Support
- Budget
- Core, Consumables
The item is priced at $1 per unit, so a claim is lodged as a quantity equal to the invoice amount. That is the standard mechanic for low cost assistive technology, not a duplicate claim.
We support self managed, plan managed and NDIA managed participants. We invoice plan managers directly. For NDIA managed participants we claim through the provider portal. You can verify our registration on the NDIS Commission register of providers.
Built for the way you already work
As a therapist, to be able to both recommend and utilise this app with families is incredible. Creating space to connect, grow and thrive.
ISO/IEC 27001:2022 certified, and hosted in Australia
Our information security management system is certified by Prescient Security, certificate 122887.
Participant data is hosted in Australia. Sydney region, on Amazon Web Services.
- Encrypted in transit and at rest.
- Aligned with the Australian Privacy Principles.
- Pip chats are private by design. Even the account owner cannot read another member's Pip chats.
- Some features rely on named overseas providers. Our AI assistant uses Anthropic, and none of the AI providers we use train their models on your information. All of them are listed in our privacy policy.
See the full security record. Study reference: Understanding Zoe's 2025 study of 1,091 Australian families, with Sunday Insights and PureSpectrum.
Want to talk it through first?
Happy to answer anything, or just hear your read on it as a coordinator. We built a good part of this from what coordinators told us was missing, and we are still listening.