Clickability contact preferences: a clearer view for providers

Supporting Choice and Control in How Participants Are Contacted

By Clickability · Originally published 28 July 2025

Original article and dated context

We’re excited to announce a new product update on Clickability that improves how participant contact information is displayed to providers — making it easier for everyone to communicate respectfully, clearly, and in line with each participant’s preferences.

This change is part of our ongoing mission to create a more transparent, accessible, and participant-led experience across the Clickability platform.

🧭 Why we made this change

Providers could view participant contact details after accepting a service request — but as we expanded the options for communication preference and added text message as an option that can be selected our UI didn’t do a great job of showing on the provider side exactly how a participant preferred to be contacted.

In cases where a participant had selected only two out of three methods (e.g. phone and email but not SMS), it wasn’t as clear as it could be which to use. Some providers may have missed that a contact preference had been set, which risked someone being contacted in a way they didn’t want — leading to frustration or confusion.

We knew we could do better.

✅ What’s new

We’ve upgraded the way participant contact details are presented in the service request panel. Providers will now see:

Clear labels indicating which methods of contact a participant prefers
A visual "contacted" indicator that shows if you’ve already reached out.
A redesigned layout that makes it easier to quickly scan all details at once.
Contact details which have been enabled can be easily copied and pasted.
A link to our updated help article for best practices when contacting participants.

🔗 📘 Read our tips on contacting participants

👩‍🦽 How this helps participants

This feature puts the participant back in the driver’s seat when it comes to communication.

🧠 They decide how they want to be contacted
🙌 Their preferences are clearly communicated to providers
🔐 They’re protected from being contacted in ways they haven’t agreed to

[Clickability update, September 2026: The preference tells providers which channels the participant has chosen. It does not guarantee that unwanted contact is technically impossible. Providers remain responsible for respecting the choice. Read the published contact guide.]

For many people with disability, managing communication — especially with new services — can be overwhelming. Being contacted via the wrong channel can feel intrusive, confusing, or simply inconvenient. This change reduces that risk and creates a smoother, more respectful experience.

🤝 How this helps providers

We know providers want to get things right. But when the interface is unclear, mistakes can happen — especially when time is limited.

This update gives providers:

✔️ More confidence they’re reaching out the right way
🕵️ A quick visual cue if a participant’s already been contacted
🧩 Less ambiguity when multiple contact methods are listed
📚 Easy access to a quick-read guide for best practices

We want to take the guesswork out of what participants want — so you can focus on offering great support, not decoding unclear contact preferences.

Example of the new Dashboard providers will now see

🛠 What’s next?

This is just one part of our ongoing work to make Clickability work better for both participants and providers. We’re always looking for ways to improve how we show information, help you stay compliant with NDIS expectations, and make communication more human, respectful, and efficient.

If you have feedback on this new feature or ideas for future updates, we’d love to hear from you.

Thanks for helping us create a platform that puts people first — and makes great support easier to find, understand, and connect with.

Clickability editorial update: September 2026

How providers should use the contact preference

Before reaching out, check the participant’s chosen channel. Send a concise introduction explaining who you are, why you are contacting them and which service request you are responding to. Do not use a channel they have declined simply because it is quicker for your team.

Record the contact so another staff member does not repeat the same introduction. Clickability’s published guide asks providers to make contact within two business days of accepting a request; this is a provider expectation, not a guarantee of a participant response.

What participants can include in a service request

Choose the contact method that works for you and explain any useful access details, such as needing time to reply or wanting a support person involved. You can compare a provider’s response with what you asked for before deciding to proceed.

If contact arrives through a channel you did not choose, tell the provider your preference and raise a continuing problem with Clickability. A service request starts a conversation; it does not commit you to using that provider.

For the history of managing a service request before contacting someone, read the Clickability Reserve feature announcement.

Questions readers ask

Does accepting a request mean the participant has chosen the provider?

No. It allows the provider to contact the participant about the request; the participant still decides whether to proceed. Official guidance

Can the preference display guarantee there will be no unwanted contact?

No. It communicates the preference, which providers must respect. The display itself is not a guarantee against misuse.

Request support and choose how providers reach you

Tell Clickability which service you need and how you prefer to be contacted. Explore provider profiles and reviews before deciding who to work with.

Start a service request · Browse the provider directory