Sometimes a provider is not the right fit. The support might not match what you need, the workers might keep changing, or your goals might have moved on. Whatever the reason, you have the right to change your NDIS provider. You do not need to justify it to anyone.
This guide walks through the steps. It is general information only, so check the details that apply to your plan with the NDIA, your support coordinator or your plan manager.
Your right to choose
Choice and control is a core idea of the NDIS. It means you decide who provides your supports, and you can change providers when you want to.
A provider should never pressure you to stay, make it hard to leave, or treat you differently because you are thinking of leaving. Leaving a provider should not affect your plan.
Step 1: Read your service agreement
Most providers ask you to sign a service agreement before support starts. It sets out what support they provide, the price and how the agreement can end.
Look for:
- the notice period, which is how much notice you need to give before the agreement ends
- how to give notice, for example in writing or by email
- cancellation terms, including what happens to support that is booked but not yet delivered
- anything else you have agreed to, such as how any outstanding invoices are handled
If you cannot find your agreement, ask the provider for a copy. You are entitled to one. If the terms are unclear, ask the provider to explain them, or ask your support coordinator for help.
Step 2: Find your new provider first
Where you can, line up your new provider before you give notice to your current one. That way there is no gap in your support, which matters most for daily supports such as personal care or Supported Independent Living (SIL), which is help with daily life in your home.
When you talk to new providers, it helps to share:
- what support you need and when
- what has not been working, so they can tell you honestly whether they can do better
- your goals, and what a good week looks like for you
A good provider will be honest about whether they are the right fit, and will not promise things they cannot deliver. Ask to see their service agreement before you sign, so you can compare.
Step 3: Tell your current provider
Once you know your plan, tell your current provider you are ending the agreement. It is a good idea to do this in writing, even if you also tell them in person or on the phone, so there is a clear record.
Include:
- that you are ending the service agreement
- the date you would like your last support to be, in line with the notice period
- a request for a final statement of what has been charged
You can ask a family member, support coordinator or advocate to help you write this, or to send it for you with your permission.
Step 4: Sort out the plan side
What you need to do next depends on how your plan is managed. Your plan will say which one applies to each part of it.
NDIA-managed. The NDIA pays providers directly from your plan. Your new provider must be registered with the NDIS Commission. You may need to update which providers are linked to your plan, which you can usually do through the NDIA’s online systems, or by asking the NDIA or your support coordinator to help.
Plan-managed. A plan manager pays your providers for you. Tell your plan manager that you are changing providers, and when. They will need to know so they pay the right provider from the right date. Plan-managed participants can generally use registered or unregistered providers, though some supports have special rules, so check with your plan manager.
Self-managed. You pay providers directly and keep your own records. Make sure you settle any final invoices from your old provider, and set up how you will pay your new one.
In every case, keep an eye on your plan balance through the change so you can see that you are only being charged for support you have received.
Step 5: Share what matters
Your new provider will want to understand how you like things done. You decide what information is shared. You might choose to share:
- your support plans and routines
- health information, such as medication routines
- behaviour support plans, if you have one
- reports from allied health professionals
Your old provider should not share your personal information with the new provider without your consent, unless the law requires it. You can ask your old provider for a copy of information they hold about you.
If you receive SIL
Changing SIL provider can feel bigger, because the support happens in your home.
SIL is support, not housing. Your home and your support should be covered by separate agreements. That means you should be able to change your SIL provider without having to move.
If the same organisation, or two related organisations, provide both your home and your support, check both agreements carefully and ask what would happen if you changed one of them. If you live in Specialist Disability Accommodation (SDA), your tenancy is with the SDA provider, and changing SIL provider should not affect it.
If you share a home, changing SIL provider may also affect your housemates. Talk it through with your support coordinator, who can help work out what is possible.
If something has gone wrong
Sometimes people change providers because of a problem. You can make a complaint to your current provider, and they should have a clear way to handle it. Making a complaint should never lead to you being treated differently.
You can also contact the NDIS Quality and Safeguards Commission at any stage, including before you talk to the provider. The Commission handles complaints about the quality and safety of NDIS supports. You can call on 1800 035 544 or visit ndiscommission.gov.au.
If your question is about your plan or funding, rather than the quality of a support, contact the NDIA on 1800 800 110.
An independent disability advocate can also help you speak up, understand your options and make a complaint.
The short version
- Read your service agreement, especially the notice period.
- Find your new provider before your old support ends.
- Tell your current provider in writing.
- Update the plan side, depending on how your plan is managed.
- Decide what information to share with your new provider.
If you are thinking about changing to Manora Care, contact us. We will tell you honestly whether we can provide the support you need, and we will not rush you.
This guide is general information, not advice about your plan. NDIS rules change from time to time. For your own situation, check with the NDIA, your support coordinator or your plan manager.
How Manora Care provides in-home supportPersonal care, household tasks and building skills, in the home you already have, at the times that suit you.
