If your National Disability Insurance Scheme (NDIS) supports aren't working the way you need them to, it can be frustrating. Who you work with is up to you, and you can change providers at any time.
This guide covers the steps for changing NDIS providers, in the order the NDIS recommends. Following them helps keep any gap in your support as small as possible.
Why people change providers
Needs change over time, so you might want different supports, support at different times or a provider closer to home. Sometimes the way support is delivered no longer suits you, and any of these is a good reason to look again.
Step 1: Talk to your current provider
If something isn't working, you can ask your provider for changes first. Some problems can be fixed, such as a different visit time or a different support worker.
You can ask your my NDIS contact, support coordinator or someone you trust to help with the conversation. If you don't feel comfortable talking with your provider, you can contact the NDIS Quality and Safeguards Commission.
Step 2: Check your service agreement
Your service agreement tells you how many days' notice you need to give your provider, sometimes called a notice period or cancellation period.
Check for fees as well, because you may be charged one if you end the agreement without giving the agreed notice. Our guide to NDIS service agreements explains what else to look for.
Thinking of switching?
We’ll handle the paperwork and the handover
Talk to a local team. No obligation.
Get started Or call 1300 875 377Step 3: Find a new provider before you leave
The NDIS recommends lining up your new provider before you finish with your current one, so there's no gap in your support.
You can search for registered providers with the NDIS Provider Finder. You can also read reviews, or ask your my NDIS contact, support coordinator or people you trust. Our guide to using the NDIS Provider Finder explains how to build a shortlist.
If your plan is NDIA-managed (the National Disability Insurance Agency pays your providers), your new provider must be registered. If your plan is self-managed or plan-managed, you can usually choose registered or unregistered providers.
Meet your new provider before you start, then sign a written service agreement that sets out your supports, how long it lasts and how to make changes.
Step 4: Tell your current provider you're leaving
Ask your current provider whether they have a form or process for ending a service agreement. Your service agreement should also explain how to end it, so check what it says about giving notice.
Check that there are no outstanding payments. If you have a support coordinator or plan manager, tell them you're changing providers.
Step 5: Update your provider details with the NDIS
Ask your current provider whether they'll end the service booking or provider relationship in your participant portal, or whether you need to. Depending on how you access your plan, this is in the myplace portal or the my NDIS portal.
You can add, change or remove providers at any time in the my NDIS portal or by talking to your my NDIS contact. You can also call the NDIS on 1800 800 110. The NDIS has more detail on how to change providers.
Thinking of changing NDIS providers?
HomeCaring is a registered National Disability Insurance Scheme (NDIS) provider. If you're considering a change, talk to your local team or call 1300 875 377. Tell us what isn't working now and what you'd like to be different. We'll talk you through what we can offer and how switching to HomeCaring would work.
