💭 Not Happy With Your NDIS Provider?

Written By Anna Dang

Have you ever felt let down by your current NDIS provider?
Maybe your support workers keep changing or worse, don’t show up at all.
Maybe every time you call, you’re passed around to someone new who doesn’t understand your situation.

You deserve better.

Your NDIS plan is meant to support you, your goals, your needs, and your life. And when that’s not happening, it’s okay to ask:
“Is it time for a change?”.

In this blog, we’ll walk you through the common challenges people face when thinking about switching providers and how to make the process less stressful and more empowering.

If you’ve ever felt like your NDIS provider just isn’t the right fit, you’re not alone. Many participants find themselves wanting more from their support, but don’t know where to start, or feel too overwhelmed to make a change.

We get it. Changing providers can feel confusing, stressful, and even emotional. So here’s a simple guide to the common challenges people face, and how to get through them with confidence and support.

In this blog post, you can skip to a question by clicking on the links below:

Frequently Asked Questions

🧩 1. I Don't Know Where to Start.

You're not sure who to talk to, what steps to take, or if you'll lose support in the meantime. That's okay. The first step is just recognising that you deserve support that works for you.

Finding a NDIS service provider who aligns with your personal support needs can be a time consuming and daunting process.

And for many reasons, you may eventually decide to change your initial NDIS service provider.

The NDIS has been set up so that ultimately you have choice and control in wanting to continue or end support with your NDIS Service Provider.

Common reasons for changing providers include changing personal needs, wanting to try a different therapy, relocating, or feeling that a provider is no longer the right fit.

Can you change NDIS Service Providers?

Yes, you absolutely can change service providers. By accessing the NDIS you have choice and control over your supports and who provides them.

If it is difficult to talk to your current NDIS service provider or feels awkward, you can ask a trusted person like a family member, friend or your support coordinator or local area coordinator to help you communicate with your service provider.

You can change NDIS service providers, but you will need to check through your Service Agreement for notice or cancellation periods.

Who is an NDIS Provider?

An NDIS Provider is an individual, business or organisation who provides services and supports to people who access the NDIS.

There are many different types of organisations and businesses who offer different NDIS services and supports. This can include sole traders (individuals), large commercial businesses through to charities like BCD who are non for profit.

At BCD, we have over 20 years of experience as a trusted registered Disability and Aged Care Provider, we proudly serve diverse local communities in Macarthur, Camden, Campbelltown, Wollondilly, Fairfield, Liverpool, Wingecarribee, Marulan, and Goulburn.

Being a registered NDIS provider means meeting strict national quality and safeguarding standards to ensure participants receive safe, respectful supports and quality care.

This registration process includes regular audits to assess how well NDIS providers meet and comply with these standards and regulations.

In a recent audit, BCD was recognised not only for meeting compliance with standards, but highlighting a strong focus on person centred practices and a positive workplace culture, both of which play a vital part in delivering consistent, compassionate care.

What does it mean to be a registered NDIS provider?

To become a registered NDIS Provider, an organisation like BCD:

  • Has to meet strict conditions for the quality and safety of supports and services provided

  • A registered NDIS provider can't charge you more than the NDIS Pricing Arrangements and Price Limits.

  • Be registered, audited and regulated by the NDIS Quality and Safeguards Commission

All providers (registered or unregistered) must adhere to the NDIS Code of Conduct.

If your NDIS funding is NDIA-managed, you can only use NDIS registered providers to deliver your services.

An unregistered NDIS provider can decide to charge prices above or below the price limit set by the NDIS. They are not required to go through audits but do have to follow the NDIS Code of Conduct.

Feature Registered NDIS Provider Unregistered NDIS Provider
Pricing Limits Must follow the NDIS Pricing Arrangements and Price Limits. Can charge above or below NDIS price limits.
Quality & Safety Standards Must meet strict quality and safety requirements set by the NDIS Commission. Not required to go through formal audits, but still must provide safe and ethical supports and follow the NDIS Code of Conduct.
Audit & Regulation Audited and regulated by the NDIS Quality and Safeguards Commission. No formal registration or audit process required.
Code of Conduct Must follow the NDIS Code of Conduct. Must follow the NDIS Code of Conduct.
Participant Eligibility Can be used by any participant. Required if funding is NDIA-managed. Only available to participants who are self-managed or have a plan manager.
Supports Allowed Can deliver all supports, including those that legally require registration (e.g. SDA,Specialist Behaviour Supports). Cannot deliver certain supports that require registration (e.g. SDA,Specialist Behaviour Supports).

Providers cannot charge you more than they would charge anyone else for the same support. For the latest information please visit the NDIS website.

How do I check if someone is a registered NDIS provider?

You can check if a NDIS provider is registered on the NDIS website here or on your myplace portal.

How to find an NDIS provider?

Finding the right NDIS provider starts with doing a bit of research to understand what's available and which supports best match your needs and goals.

There are several ways to start exploring your options:

  • Do your own online research: Many providers have websites where you can learn more about the services they offer. You will need to look closely at their experience and qualifications and check that the supports offered meet your needs and goals.

  • Use the NDIS Provider Finder: This tool on the NDIS website helps you search for registered providers near you, based on the type of support you're looking for.

  • Ask someone you trust: A family member, friend, or doctor can help you explore options or share recommendations.

  • Talk to your support network: If you have a support coordinator, NDIS planner or local area coordinator (LAC), you can speak to them.

  • Check local ads and community boards: Some NDIS providers advertise locally or share flyers in community centres, which can help you find smaller or community based services.

  • Speak to advocacy groups or disability organisations: They may have helpful insights or directories based on your location and support needs.

📚 2. Too Many Options, Too Little Clarity

Searching online? Overwhelming. Everyone sounds the same, and it's hard to know who really gets what you need. What you really want is someone who listens, understands your goals, and makes things easier not harder.

Having a list of questions to ask can help you work out if they could meet your needs. You can ask a trusted person, a family member or friend to sit with you and or to ask these questions with you.

Questions To Consider

Before making a decision, you might want to ask questions like:

1. Have they worked with people who have similar goals to mine?

2. Do they have availability (or a waitlist)?

3. What is the pricing for services or equipment?

4. What is the cancellation or notice period required?

5. How do they deliver supports?

6. Where are they based?

7. How long they have been established?

8. Are they registered NDIS providers or unregistered?

Taking the time to ask these questions and learn more about the different options can help you feel confident in choosing a provider who suits your goals and preferences.

⏳ 3. What if I end up with no help at all?

It's a real fear, gaps in your support can impact your daily life. That's why planning the switch carefully and having someone help if you need it is important. You don't have to do it all alone.

💔 4. Guilt, Stress, and Emotional Pressure

Leaving a provider can feel like breaking up with someone. You might feel guilty, even if the service isn't right. But this is your NDIS plan, and your wellbeing comes first.

If you're looking for support with managing your NDIS plan, we're here to help. Feel free to reach out if you'd like to learn more about our transition support services.

Call the BCD team on 1800 275 223, we’re here to help you.

🌐 5. Language, Paperwork & Jargon

Service agreements. Exit clauses. Notice periods. If English isn't your first language or you're not confident with forms, it can all feel too hard. Don't be afraid to ask for things to be explained clearly or ask someone you trust to help.

What Is A Service Agreement?

Service Agreement Notice or Cancellation Period
A written agreement made before you start working with an NDIS provider. Outlines how much notice you need to give to cancel or change the service.
This is a written agreement that is set up before an NDIS provider works with you. It is a document that should be worked on with you and should clearly show:
  • · What support you’re getting

  • · How much it costs

  • · When it starts and ends

  • · Any important notes (like how to make changes or cancel)
 This part explains how much notice you need to give if you want to stop or change the service.

For example, the agreement might say you need to give 2 weeks notice before finishing up, so the provider can sort out final invoices.

💡 Just because a provider gives you a service agreement doesn't mean you have to say yes.

Getting a written agreement is part of the process but it doesn't lock you in.

You have the right to read it, ask questions, take your time, and even say no if it doesn't feel right. You're in control of who you work with and when. Don't feel pressured to sign anything on the spot.

It's your NDIS plan, and the decision is yours.

Need help contacting the NDIS?

If you or your loved one needs help because English isn't your first language, or if you have hearing loss or speech difficulties, there's support available to help you get in touch with the NDIS.

You can contact the NDIS through the National Relay Service (NRS). Here’s how:

Visit the National Relay Service website and choose the call option that suits you best.

Ask the NRS to call the NDIS for you on 1800 800 110.

If English isn't your first language

You can call TIS National on 131 450 for a free interpreting service.

TIS National provides interpreters in over 160 different languages, with more than 3,000 certified interpreters across Australia. They'll help you communicate with the NDIS by translating what you say into English and vice versa.

Just let them know you want to contact the NDIS on 1800 800 110, and they'll help you with the call.

What are the steps involved in switching to a new NDIS Service Provider?

If you decide to end your service agreement with an NDIS provider, check the agreement for the notice period, this is the amount of time you need to give them before stopping the service.

Some providers may also ask you to complete a cancellation form or follow their usual steps for ending services. They’ll also need to be paid for any outstanding invoices before they can update the booking on their end.

You may need to update your service booking in the myplace portal too after they have confirmed cancellation.

If your agreement is coming to an end soon, your provider should check in with you but remember, it’s your choice. You can decide whether to stay with them or switch to someone new.

For more information on Service Agreements visit the NDIS website.

😞 6. Bad Experiences Make You Cautious

Maybe you've already been let down. Promises made, but not kept. It's understandable to feel nervous. But not all providers are the same, and the right one will work with you, not around you.

If you don't feel comfortable speaking with your current provider, or you're not happy with their support or responses to you, you can contact the NDIS Quality and Safeguards Commission to make a complaint or get help.

What does an NDIS Provider do?

There is a defined list of NDIS supports that an NDIS can offer. This includes equipment, services and items needed to support a person with a disability.

An NDIS Provider has responsibilities to:

1. Provide you with the services and supports that meet your personal needs, align with your goals and comply with NDIS supports criteria.

2. They should consult you on decisions about how their services and supports are provided to help you achieve your goals.

3. They should treat you with courtesy and respect and communicate clearly.

4. Listen to your feedback and aim to resolve issues promptly.

5. Provide you with information on how to make a complaint or manage a disagreement. This includes access to an interpreter, advocate or support person.

6. Protect your privacy and confidential information.

7. Provide supports that comply with all relevant Australian laws including the National Disability Insurance Scheme Act 2013.

8. An NDIS Provider must keep up to date file notes a records on the supports provided to you so that progress records can be provided in preparation for NDIS reviews.

All NDIS providers should comply with the NDIS Code of Conduct.

💬 Final Word

Changing providers doesn't have to be scary. It's your right to feel safe, respected, and supported in your plan and sometimes that means starting fresh.

Need help?

A BCD team member can walk you through what to do if you are thinking about changing your NDIS provider. Call 1800 275 223 to speak to our BCD care team today.


Sources:

NDIS Website: https://www.ndis.gov.au/

What Is A Provider: https://www.ndis.gov.au/participants/working-providers/what-provider

Changing Support Coordinators: https://www.ndis.gov.au/providers/working-provider/support-coordinators/changing-support-coordinators

Service Agreements: https://www.ndis.gov.au/participants/working-providers/making-service-agreement/using-your-service-agreement#you-want-to-end-your-service-agreement

NDIS Your Rights & Responsibilities: https://www.ndis.gov.au/participants/your-rights-and-responsibilities

Communicating with Providers: https://www.ndis.gov.au/participants/working-providers/communicating-providers



Disclaimer

The information provided in this blog post is for informational purposes only and should not be considered as legal, financial, or professional advice. While we strive to ensure the accuracy of the content, we encourage you to visit the relevant government websites for the most up-to-date and official information.

Anna Dang
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