Waybill vs ShiftCare
ShiftCare rosters your support workers. Waybill dispatches your vehicles. They are not really the same product — and if you are running transport out of a rostering tool, the difference is probably why it hurts.
Reviewed on5.0Capterra3 reviews
The Honest Version, Up Front
ShiftCare is good software
It is one of the most widely used care platforms in Australia, with the review footprint to back that up, and it does rostering, care documentation and NDIS claiming properly. We are not going to pretend otherwise — most providers who use it should keep using it.
It is not a dispatch system, and does not claim to be
A care platform schedules people to shifts. A dispatch system routes vehicles to stops and prices the journey. Providers who try to run a growing fleet from a roster grid usually end up back on a spreadsheet for the transport half — that is the specific problem Waybill solves.
Side by Side
Where the two platforms are pointed, capability by capability.
| Capability | ShiftCare — care & rostering | Waybill — transport dispatch |
|---|---|---|
| The unit of work | A shift: a support worker assigned to a client for a block of time, with the notes and claim that come off it. | A job: one or more stops, the passengers aboard between them, a driver, a vehicle, and the fare it bills. |
| What gets scheduled | Support workers, matched to clients by availability, skills and award rules. | Drivers and vehicles, ranked by proximity, availability, vehicle suitability and the accessibility needs of the passengers booked. |
| Multiple passengers in one run | Built around a worker attending a client, which is the shape most supports take. | One run can collect and drop several passengers across many stops, each with their own pickup, destination and time window, tracked individually. |
| The operational view | A roster grid: who is working, when, and with which client. | A live dispatch board: unassigned, assigned and in-progress jobs with driver positions on a map, updating as the day moves. |
| Routing | Worker travel is recorded against the shift so the kilometres can be claimed. | Fleet-wide optimisation across the day: time windows, vehicle capacity, wheelchair positions and driver hours solved together, then assigned in one action. |
| Vehicles | The managed asset is the workforce. | Vehicle records with maintenance schedules, pre-trip inspection templates, odometer history, and expiry alerts for registration and insurance. |
| Pricing the work | Supports priced per NDIS support item, from the price guide. | Rate cards built from distance, time, fixed and hourly components, with service-level surcharges, discount codes and a manual fare override when a job is unusual. |
| Keeping passengers and families informed | Communication runs through the care relationship and the client record. | Automated SMS and email on dispatch and arrival, with a live tracking link that needs no login or app. |
| Evidence captured at the kerb | Shift notes, progress notes and care documentation. | Signature on handover, job photos, odometer reading, recorded waiting time and a note trail that stays writable after completion. |
| Billing and accounting | NDIS claiming and invoicing for supports delivered, with accounting sync. | NDIS claiming plus customer invoicing, recurring invoice schedules, card payment online, and native Xero, MYOB and QuickBooks sync. |
| Compliance records | Worker screening, qualifications and award interpretation. | Driver licence and screening expiry alerts, fatigue tracking, vehicle inspection evidence, and QLD Booked Hire reporting. |
| Pricing model | A per-user monthly subscription, published on their own pricing page. | Per completed job, $0.45 AUD or less. Unlimited drivers, vehicles and team members, with every feature on every account. |
Written from ShiftCare's publicly published material, last checked 6 November 2026. ShiftCare is a trademark of its owner and this is our own independent comparison, not theirs — for their current capability and pricing, read their site. If something here is wrong or has gone out of date, email [email protected] and we will correct it.
Why Providers End Up Running Both
The common pattern among NDIS providers with their own fleet.
Two different resources, two different schedules
A support worker's week and a vehicle's day do not line up. One is rostered in advance around availability and award rules; the other is re-planned through the morning as pickups shift, drivers run late and bookings cancel.
The transport billing is its own thing
Distance, waiting time, hourly hire, tolls, service-level surcharges and private-pay fares do not reduce to a support item. Waybill prices the journey from a rate card and raises the invoice from the completed job.
Drivers need a driver app, not a worker app
A run sheet in order, turn-by-turn to the next stop, a signature on handover, a photo, an odometer reading and waiting time against the job. That is a different screen from clocking into a shift.
They do not talk to each other — be clear-eyed about that
There is no sync between Waybill and ShiftCare today. A participant who exists in both is set up in both. For most providers that is a small, one-off cost against the transport admin it removes, but you should price it in rather than discover it.
Questions Worth Asking Either Way
Useful on a call with us, with ShiftCare, or with anyone else on your shortlist.
Can one trip carry several passengers with different destinations?
Ask to see it on screen, not described. A shared run where three participants are collected from three addresses and dropped at three others is where roster-shaped tools and transport-shaped tools visibly diverge.
What happens when a driver calls in sick at 6am?
You want to see the day reassigned across the remaining fleet in one action, with passengers and families notified automatically. Ask who gets told, and whether anyone has to make phone calls.
Does the fare come out of the system or out of a spreadsheet?
If someone calculates transport charges outside the platform and types them in, that is the hidden cost. Ask whether distance, waiting time and surcharges are priced automatically from a completed job.
What does the price look like at double your current volume?
Per-user pricing grows when you hire; per-job pricing grows when you do more work. Neither is automatically better. Model both against your plan for next year before you sign anything.
True of Waybill Whoever You Are Comparing Us To
Six things that hold whether you run four vehicles or four hundred.
There is no ceiling to grow out of
Unlimited drivers, vehicles, passengers and office staff on every account, with no seat charges and no feature tiers. A four-hundred-vehicle operation and a four-van operation run the identical platform — the larger one simply switches more of it on. The dispatch board updates in real time and stays that way as the day's volume climbs.
The controls a large organisation has to ask about
Enterprise single sign-on through Okta and Azure Entra, two-factor authentication you can enforce across the whole organisation, 70 discrete permissions you compose into your own roles, a timestamped audit log, and a complete data export you can take whenever you want it.
Your team is trained in about an hour
A setup guide walks a new operator through their first driver, vehicle, job and assignment, then rate cards and team. On top of that sit 18 page guides — dispatch, jobs, invoices, compliance, workflows, reports and the rest — that walk anyone through the screen they are on. No training budget, no implementation consultant.
Answered the same day, nearly always
Issues, questions and feature requests all reach the same Australian team, and 90% get a reply inside 24 hours. Feature requests are read and answered by the people who build the product, not filed into a portal. Waybill is rated 5★ on Capterra.
Seven currencies, never converted
Fares, rate cards, invoices and card payments run in AUD, USD, NZD, GBP, CAD, EUR or SGD. The currency is set per organisation and snapshotted onto each invoice when it is issued, so re-denominating a setting can never rewrite money you have already billed.
Every feature, on every account
Route optimisation, NDIS claiming, workflow automation, online booking, inspections, fatigue, the API — none of it sits behind a higher tier or an add-on. Pricing moves with how many jobs you complete, not with how much of the product you are allowed to use.
Where we may not suit you: If the roster is the harder problem — matching support workers to shifts, award interpretation, progress notes and care plans — ShiftCare is the right primary system and we do none of that. The same holds if a worker simply drives a participant as part of a shift and the kilometres only need claiming. Waybill earns its place once vehicles and drivers are scheduled as a resource of their own.
Keep Your Care Platform. Fix the Transport Half.
Start a 14-day trial with your first 50 jobs included, put a real week of runs through it, and see whether the vehicle side gets easier. No credit card required.