Updated 29 August 2026
Start with the support you want—not a sales pitch
The right provider should be able to explain clearly how their service connects with your goals, preferences and NDIS plan. Before contacting providers, write down the support you are looking for, the days or times that matter, your preferred way to communicate and anything that would help you feel safe and comfortable.
You can involve a family member, nominee, support coordinator, recovery coach, advocate or another trusted person. The NDIS also recommends researching providers, checking reviews and meeting a provider before starting support. Its current guide to finding and choosing a provider explains the main steps.
Ten questions to ask an NDIS provider
- Do you deliver the support in my plan?Ask the provider to explain what they can deliver, what is outside their scope and whether the proposed support fits your funding and goals. A provider should not promise a funding outcome.
- Are you registered for this type of support?NDIA-managed participants must use registered providers. Ask for the legal business name and check the relevant registration on the official provider register. Registration should cover the support being discussed.
- How will you choose and introduce workers?Ask about relevant skills, worker screening, orientation, supervision and how the provider considers communication, culture, gender preferences, interests and support needs when matching workers.
- What happens if my usual worker is unavailable?Discuss continuity, notice, replacement workers and what happens when a shift cannot be filled. For essential supports, ask how the provider manages disruptions and emergencies.
- How will my support be planned and reviewed?Ask how your choices, goals, risks, routines and preferred communication are documented, who can be involved with your consent and how often the arrangement will be reviewed.
- What will I be charged?Request clear information about support prices, provider travel, activity costs, cancellations and any other fees. Ask how invoices will describe the support delivered and who will receive them.
- What will the service agreement say?Check the supports, schedule, prices, responsibilities, cancellation terms, review date, complaint pathway and how either party can change or end the arrangement. Ask for the agreement in a format you understand.
- How do you protect privacy and obtain consent?Ask what information is collected, why it is needed, who can access it and how you can change or withdraw consent. You decide whether to share your plan and who may be involved in discussions.
- How can I give feedback or make a complaint?A provider should make the process easy to understand and must not treat you unfairly for raising a concern. Ask who receives complaints, how you will be updated and how unresolved matters can be escalated.
- Can the arrangement change as my needs change?Ask how to request different times, workers or support approaches, and what notice applies if you decide to change providers. Your service should not rely on assumptions made at the first meeting.
Check registration and quality information
A registered provider must meet the NDIS Practice Standards relevant to its registration. The Standards cover participant rights and responsibilities, governance, provision of supports and support environments, with additional modules for particular support types. Read the NDIS Practice Standards to understand what registered providers are expected to demonstrate.
Registration is an important check, but it does not replace a conversation about your individual needs. Compare how each provider communicates, whether answers are specific and transparent, and whether you are given time to consider the proposal without pressure.
Read the service agreement carefully
The NDIS describes a service agreement as a shared record of what you and your provider have agreed. A useful agreement identifies the supports, when and where they will be delivered, prices and travel costs, responsibilities, cancellation rules, how concerns are handled, and how the agreement can be reviewed or ended.
Written service agreements are recommended for most provider relationships and mandatory for Specialist Disability Accommodation. You can ask for changes and request a format or language you understand. See the NDIS explanation of what a service agreement should cover .
Know your options if something is not right
Raise concerns with the provider when you feel safe doing so, and ask someone you trust to support you if helpful. If the response does not resolve the issue, or the concern involves safety, quality, privacy, unfair pricing or misuse of funds, you can contact the NDIS Quality and Safeguards Commission. Its complaints information explains what can be reported and how to get support.
You can change providers. Before ending an arrangement, check any notice or cancellation terms and plan continuity for supports you rely on.
Questions to bring to your first meeting
About you
What does a good day look like? What matters most in the way support is delivered? Who do you want involved in decisions?
About the service
Which tasks, goals, locations and times are included? What is not included? How will changes be agreed?
About workers
What skills and checks are required? Can preferences be considered? What happens if the match does not feel right?
About next steps
What information is needed, when could support start, and what must be agreed before either party makes a commitment?
Choosing an NDIS provider: common questions
Do NDIA-managed participants need a registered provider?
Yes. The NDIS says participants with NDIA-managed funding must use registered providers. Plan-managed and self-managed participants can usually use registered or unregistered providers, although some supports must be delivered by registered providers.
Is a written service agreement compulsory?
It is not compulsory for most supports, but the NDIS recommends a written agreement whenever you start with a new provider. Written agreements are mandatory for Specialist Disability Accommodation.
Should I compare more than one provider?
Where practical, comparing providers can help you understand different approaches, availability, worker arrangements, prices and service terms. The best fit depends on your goals, preferences and support needs.
Can I change providers later?
Yes. Check your service agreement for notice and cancellation terms, and arrange continuity before ending supports you rely on.