You have the right to choose your provider
One of the most important principles of the NDIS is participant choice and control. You have the right to choose which providers you work with, change providers if you are unhappy, and negotiate the supports and services you receive. No one can force you to use a particular provider.
With over 15,000 registered NDIS providers across Australia, finding the right one can feel overwhelming. This guide walks you through the process step by step.
Step-by-step guide to choosing a provider
Know what you need
Start with your NDIS plan. What supports have been funded? What are your goals? Make a list of the specific services you need — in-home care, therapy, equipment — before you start searching.
Search for providers in your area
Use NDISFind to search by suburb, postcode or category. Look for providers that specifically list the services you need and are located near you or offer in-home visits.
Verify their registration
Check that the provider is currently registered with the NDIS Quality and Safeguards Commission at the official provider register. Registration can change, so always verify before signing anything.
Contact and interview multiple providers
Don't just go with the first provider you find. Contact at least 2-3 providers, ask questions, and compare. Most providers are happy to do a free initial consultation.
Review the service agreement carefully
Before you start, your provider must give you a service agreement. Read it carefully. Make sure it clearly states the supports to be provided, the price, cancellation policy and notice period.
Start and review
Once you start with a provider, give it a fair trial — usually 4-8 weeks. If the service is not meeting your needs, you have the right to change providers with appropriate notice.
Questions to ask a potential provider
- Are you currently registered with the NDIS Quality and Safeguards Commission?
- Do you have experience supporting people with my specific disability or condition?
- What qualifications do your support workers hold?
- What is your cancellation policy and notice period?
- How do you handle complaints or concerns?
- Can I choose which support worker I work with?
- What happens if my regular support worker is sick or unavailable?
- Do you charge within the NDIS price guide limits?
Red flags to watch out for
Warning: Be cautious of providers who pressure you to sign quickly, offer prices significantly below the NDIS price guide, or are vague about their qualifications and registration status.
- Asking you to pay upfront before services are provided
- Unwilling to provide a written service agreement
- Unable to provide their NDIS provider registration number
- Pressuring you to sign a long lock-in contract
- Not having a clear complaints process
- Asking you to manage payments in ways that bypass your plan manager
How to switch providers
If a provider is not working out, you can switch. Here's how:
- Check your service agreement for the notice period (usually 2-4 weeks)
- Give written notice to your current provider
- Find and set up your new provider before your current agreement ends to avoid a gap in services
- Notify your plan manager or the NDIA of the change if required
You do not need anyone's permission to change your NDIS provider. It is your right as a participant. If a provider tries to prevent you from leaving, contact the NDIS Commission on 1800 035 544.
Getting help choosing a provider
If you find it difficult to navigate the provider market, you don't have to do it alone. Support Coordinators are specifically funded in many NDIS plans to help participants find and connect with appropriate providers. Ask your NDIA planner whether Support Coordination can be included in your plan.
Local Area Coordinators (LACs) can also help you understand your options and connect with local providers at no cost to your plan.
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