Why We Care
Every family who comes to Merciful Care is looking for the same thing: someone they can trust with what matters most. That trust is not something we ask for, it is something we earn, every single day, in the small moments of dignity, patience, and respect we bring to every visit.
Our Story
Merciful Care was founded with a simple belief: that quality NDIS support should never feel transactional. Behind every plan, every goal, and every funded hour is a real person with a real life they are trying to live well, and a family that deserves to feel supported, not just serviced.
We started Merciful Care to bring genuine, person-centred care to NDIS participants and their families across Southwest Sydney, NSW. Our name reflects our approach: care delivered with compassion first, competence always, and respect for the dignity of every individual we support.
Who We Support
We proudly support NDIS participants of all ages and support needs across Southwest Sydney and surrounding areas, including (but not limited to) people living with physical disability, intellectual disability, autism, psychosocial disability, and acquired brain injury.
- Why Choose Us
Our Team Skilled,
Compassionate & Dedicated
At Merciful Care, we are dedicated to making a real difference in the lives of NDIS participants and their families.
Our Mission (The "Work")
Support with a Human Heart.
Our mission is to bridge the gap between "disability services" and "genuine care." We deliver high-quality, personalised NDIS supports that prioritise the individual over the paperwork. By blending professional excellence with deep empathy, we create a safe and inclusive environment where independence is nurtured and every goal is celebrated.
Our Vision (The "Dream")
A World Where Every Individual Thrives.
At Merciful Care, our vision is to lead with compassion, ensuring that every person we support is seen, heard, and empowered. We strive to be Australia’s most trusted partner in disability support, a place where "The Merciful Touch" transforms lives, fostering a future of dignity, purpose, and unshakeable joy for all.
Our Goals (The "Promise")
What We Strive for Every Day.
Dignity First: To provide respectful, private, and person-centred support that honours the unique journey of every participant. We believe every individual deserves to be treated with compassion, respect, and dignity, ensuring they always feel valued, heard, and supported in every interaction.
Empowered Choice: To ensure you are the architect of your own life, exercising complete choice and control over how your NDIS plan is utilised. We work alongside you—not in front of you—providing guidance and support while respecting your decisions, preferences, goals, and independence.
Compassionate Excellence: To recruit and train a team that doesn't just "show up," but brings "The Merciful Touch" to every interaction—leading with professional skill and human kindness. Through continuous learning, accountability, and genuine care, we deliver support that consistently exceeds expectations and builds lasting trust.
Community Belonging: To break down social barriers and create meaningful pathways for those left behind.
Registration & Compliance
Merciful Care is an Approved NDIS Provider.
Merciful Care Pty Ltd (ABN 26 664 336 805) is registered with the NDIS Quality and Safeguards Commission. This means our service quality, safeguarding practices, and complaints handling are independently audited against the NDIS Practice Standards. Your funding is in safe, compliant hands.
- Why we care?
Commitment to Children's Welfare!
Our Position
Every child who comes into contact with Merciful Care, whether as a participant, a sibling, or a visitor, has the right to be safe, to be heard, and to be treated with respect. We hold this as a non-negotiable standard, not an aspiration.
Merciful Care aligns its child safety practices with the National Principles for Child Safe Organisations, the nationally endorsed framework developed following the Royal Commission into Institutional Responses to Child Sexual Abuse.
How We Put This into Practice
Child safety at Merciful Care is a leadership responsibility, not a policy filed away and forgotten. It is reflected in how we recruit, how we train, how we supervise, and how we review our own practice over time.
- Every staff member working with or around children holds current NDIS Worker Screening clearance and, where required, a Working with Children Check.
- Staff receive training on recognising and responding to concerns about a child’s safety and wellbeing as part of their induction, not as a one-off session.
- Children and young people accessing our services are given information about their rights in a way that matches their age and understanding, and are genuinely listened to in decisions that affect them.
- Families and carers are treated as partners in keeping their children safe, not bystanders to our process.
Speaking Up
Any child, family member, or staff member who has a concern about a child’s safety can raise it directly with our team, without fear of it being dismissed or held against them. Concerns are taken seriously, responded to promptly, and where required, reported to the relevant authority in line with our legal obligations.
Ongoing Review
We review our child safety policies and practices regularly, or sooner if there are changes to relevant guidance or legislation, and we update them as our own understanding improves and as best practice in the sector evolves.
- Meet Our Team
Our Executives & Senior Managers
Omar Agha | Founder & Chief Advocate
“My goal is to ensure that no one in our community ever feels like just a number in a system.”
Kristy Clement | Head of Participant Experience
“I ensure that every service we provide is as unique as the person receiving it.”
Issam Eid | Director of Stewardship
“I believe every cent of a participant’s plan should be managed with transparency and maximum impact.”
Roukaya Eid | Head of People & Culture
“I find the hearts behind the resumes to ensure our caregivers truly embody our values.”
Annas Agha | Director of Community Engagement
“My mission is to share the stories of empowerment and connection that happen at Merciful Care every day.”
Whether you are a participant, a family member, or a Support Coordinator exploring options, we would love to hear from you. Reach out today and let’s talk about what good support could look like for you.
- FAQ
Frequently Asked Questions
How can you help with NDIS planning and support?
We help you understand what your plan covers, connect you with the right support categories, and ensure your funding is used toward your goals, not just administered.
Who is eligible for your services?
Any NDIS participant with funding for the categories we deliver, including daily personal care, plan management, support coordination, allied health, and more, regardless of age or disability type. If you’re not sure, ask us, and we’ll tell you directly.
How do I get started with Merciful Care?
Contact us by phone, email, or the enquiry form, or submit a referral if you’re a support coordinator or family member. A named member of our team will follow up directly, not a call centre.
Can I refer a friend or family member for support?
Yes, use our referral form, or simply get in touch. We’ll take it from there and keep you updated on the next steps.
Where do you provide services?
Across mainly the Southwest (Liverpool, Campbelltown and Camden). If you’re just outside our usual area, contact us anyway; we regularly extend coverage based on team availability.
What makes Merciful Care different?
Our leadership team brings 30+ years of combined experience in the NDIS sector, and the person reviewing your referral or plan is often one of them directly, not someone with several layers removed. You get one named contact, faster answers, and a team that still remembers why we started: so, no one in our community ever feels like just a number in a system.
Get Started With Us.
- Contact Us Now
Get in Touch with Merciful Care!
If you’re seeking reliable and compassionate support services within the NDIS community, we invite you to contact us.
Our friendly team is ready to answer your questions, provide detailed information about our services, and discuss how Merciful Care can assist you or your loved one on the journey to greater independence and well-being. Together, let’s empower lives in the NDIS community.