How to choose an NDIS provider: 12 questions to ask before you sign

Short answer: Start with what you need and what matters to you, then shortlist two or three providers who offer that support in your area and fit how your plan is managed. Meet them, ask about availability, staff, experience and price, and get a written service agreement before you start. You can change providers at any time if it isn't working.

Key points

• Know your goals, budget and management type before you start looking.
• Compare at least two or three providers.
• Ask about who'll actually turn up, how often, and what happens when they can't.
• Get a service agreement — it protects you.

Step 1: Get clear on what you need

Before you contact anyone, write down:

• The support — for example, help with personal care, an occupational therapist, a support coordinator, or someone to help you get out into the community
• When and how often — days, times, weekends
• Where — at home, in the community, at a clinic, or via telehealth
• What matters to you — language spoken, cultural background, gender of workers, experience with your disability, a calm or energetic style
• Your budget — which part of your plan pays for it and how much is available
• How your plan is managed — this decides whether you can use unregistered providers

Step 2: Find providers

You can:

• Search Choosable by support type and suburb, and filter by what matters to you
• Use Get Matched — tell us what you need once and we'll send your request to up to three providers who fit
• Ask your support coordinator or local area coordinator
• Ask other participants, peer groups or your therapist for recommendations

Step 3: Ask these 12 questions

About the service

1. Do you have availability for the days and times I need, starting when?
2. Who will support me, and will it be the same person each time?
3. What experience do your staff have with people like me or my disability?
4. What happens if my worker is sick or on leave?
5. Can I meet or trial a worker before committing?

About safety and quality

6. Are you registered with the NDIS Commission? If not, how do you make sure you meet the Code of Conduct?
7. Do your workers have NDIS worker screening clearance and relevant training?
8. How do I raise a concern, and how quickly will you respond?

About money and paperwork

9. What's your price per hour, and is it within the NDIS price limits?
10. Do you charge for travel, and how much?
11. What's your cancellation policy, and how much notice do you need?
12. How do you invoice — through the NDIA, my plan manager, or me?

Write down the answers so you can compare. A provider who answers clearly and doesn't rush you is a good sign.

Step 4: Get a service agreement

The NDIS recommends a written service agreement with every provider (it's required for SIL and SDA). It should cover:

• the supports, how often and where
• prices, travel and any other charges
• how and when you'll be invoiced
• cancellation and notice rules
• how to make a complaint
• how either of you can change or end the agreement

Don't sign anything you don't understand. You can ask for time to read it, ask a family member or advocate to look at it, and ask for changes.

Step 5: Review how it's going

After a few weeks, ask yourself: Is the support helping with my goals? Do I feel respected and safe? Is it turning up as agreed? Are the invoices what I expected?

Changing providers

You can change providers whenever you like. To make it smooth:

1. Find your new provider first so there's no gap in support.
2. Check the notice period in your service agreement.
3. Tell your current provider in writing and keep a copy.
4. Check your final invoice.

Making a complaint

You can raise a concern with your provider first, but you don't have to. You can contact the NDIS Quality and Safeguards Commission on 1800 035 544 (TTY 133 677) or through its online complaint form. If you're in danger, call 000.

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