How to Change Your NDIS Provider (Step-by-Step)

You can change NDIS providers anytime. You don’t need NDIS permission, and you don’t need a reason. If you’re unhappy with a provider, you have every right to switch.

Most common reasons people change:

  • Poor service quality
  • Unreliable support workers (constant cancellations)
  • Poor communication from provider
  • Personality clashes
  • Found a better provider
  • Moving to new area

Good news: Changing providers is straightforward if you follow the correct process.

Your Rights When Changing Providers

You have the right to:

  • ✓ Choose your own providers
  • ✓ Change providers anytime
  • ✓ End services immediately if unsafe
  • ✓ Receive your service agreements and records
  • ✓ Not be charged exit fees (check service agreement)
  • ✓ Make a complaint if treated poorly

Providers CANNOT:

  • ✗ Stop you from changing
  • ✗ Refuse to give you your records
  • ✗ Badmouth you to other providers
  • ✗ Charge unreasonable exit fees
  • ✗ Hold your funding hostage

Step-by-Step: How to Change Providers

Step 1: Find Your New Provider First

Don’t quit your current provider until you’ve found a replacement. This prevents gaps in service.

How to find better providers:

  • Browse Carevo provider directory
  • Ask other NDIS participants for recommendations
  • Check Facebook groups (NDIS community groups)
  • Ask your Support Coordinator for suggestions
  • Look at provider reviews and ratings

What to check:

  • Do they service your area?
  • Do they have capacity for new clients?
  • What are their cancellation policies?
  • Can they meet your specific needs?
  • Are they registered (if you’re NDIA managed)?
Browse Better Providers

Find reliable, verified providers in your area.

Step 2: Check Your Service Agreement (Notice Period)

Your service agreement with current provider states the notice period.

Typical notice periods:

  • 14 days notice (most common)
  • 7 days notice (some providers)
  • 28 days notice (rare, usually only for complex supports like SIL)

Find it: Look in your service agreement under “Termination” or “Ending Services”

If no notice period stated: Give “reasonable notice” (typically 14 days)

Exception - Immediate termination:

  • If you feel unsafe
  • If provider breaches agreement
  • If service quality is unacceptable

In these cases, you can end services immediately and explain why in writing.

Step 3: Give Written Notice to Current Provider

Send written notice (email is fine, get proof of receipt).

Template Notice Letter:

Subject: Notice of Service Termination

Dear [Provider Name],

I am writing to provide [14 days] notice that I will be ending services with [Provider Name] effective [Date].

My last day of service will be [Date].

Please confirm receipt of this notice and provide:
1. My service records
2. Final invoice/statement
3. Confirmation of service end date

Thank you for the services provided to date.

Regards,
[Your Name]
NDIS Number: [Your number]

Send to: Provider’s main office email (not just your support worker)

Keep proof: Save sent email confirmation

Step 4: Tell Your Plan Manager (If Plan Managed)

If you’re plan managed:

  • Email your plan manager immediately
  • Tell them you’re changing providers
  • Give them new provider details
  • Ask them to stop paying old provider after end date

If you’re self managed:

  • Just stop paying old provider after end date
  • Start paying new provider

If you’re NDIA managed:

  • Update provider details in myplace portal
  • NDIS will process the change

Step 5: Start Services with New Provider

Before first service:

  • Sign service agreement with new provider
  • Provide NDIS plan details
  • Discuss your needs and preferences
  • Confirm service schedule

Timing the transition:

  • Aim for minimal or zero gap
  • New provider can start on the same day old provider ends
  • If possible, overlap by 1-2 days to ensure smooth handover

Step 6: Request Records from Old Provider

You’re entitled to:

  • Service records and progress notes
  • Incident reports
  • Support plans
  • Assessment reports
  • Invoices and statements

Request in writing:

Subject: Request for Service Records

Dear [Provider],

As per my termination notice dated [Date], I request copies of all my service records including:
- Progress notes
- Support plans
- Incident reports
- All invoices and statements

Please provide these within 7 days.

Regards,
[Your Name]

Providers must provide records within reasonable time (typically 7-14 days)

Step 7: Make a Complaint (If Needed)

If provider:

  • Refuses to let you leave
  • Charges unreasonable fees
  • Won’t provide your records
  • Treats you poorly during exit

Where to complain:

1. Provider’s internal complaints process

  • Try this first (often resolves issues)

2. NDIS Quality and Safeguards Commission

  • Phone: 1800 035 544
  • Website: ndiscommission.gov.au
  • For serious breaches or if provider won’t resolve

3. Your Support Coordinator

  • Can help mediate and document issues

Special Situations

Changing Support Coordination

Easier to change:

  • Usually 14 days notice
  • Less disruption (not daily services)
  • Can start with new SC immediately

Steps:

  1. Find new Support Coordinator
  2. Give written notice to current SC
  3. Tell NDIS/plan manager about change
  4. New SC takes over coordination

Note: Mid-contract changes are fine. SC funding follows you.

Changing SIL Providers

More complex:

  • Usually 28 days notice (SIL service agreements often longer)
  • Need to move house (SIL is tied to accommodation)
  • Requires finding vacancy in new SIL home

Steps:

  1. Find new SIL provider with vacancy
  2. Arrange site visit (meet residents, see house)
  3. Trial stay if possible
  4. Give notice to current provider (28 days typical)
  5. Arrange moving date
  6. Tell plan manager about change

Timeline: 1-3 months typical (finding vacancy takes time)

Changing Therapy Providers (OT, Physio, etc.)

Easiest to change:

  • Often no notice required
  • Just don’t book next appointment
  • Optional: Send courtesy email

Steps:

  1. Find new therapist
  2. Book first appointment
  3. Email old therapist: “I won’t be rebooking. Thanks for your help.”
  4. Request copies of reports/assessments

Note: You’re not locked in. Change therapists anytime.

What If Provider Won’t Let You Leave?

This is not legal. Providers cannot hold you hostage.

What to do:

1. Document everything

  • Keep all emails
  • Note phone conversations (date, time, what was said)
  • Screenshot any messages

2. Send final notice

Subject: Final Notice - Service Termination Effective Immediately

Dear [Provider],

This is my final notice that I am terminating services with [Provider] effective immediately due to [brief reason].

I have fulfilled my notice obligations as per our service agreement.

Please cease all services as of [Date] and provide my records within 7 days.

If services are not ceased, I will escalate to the NDIS Quality and Safeguards Commission.

Regards,
[Your Name]

3. Complaint to NDIS Commission

  • File official complaint: ndiscommission.gov.au
  • Include all documentation
  • Commission will intervene

4. Tell your plan manager to stop paying

  • If plan managed, tell plan manager to reject any invoices after termination date

Common Mistakes When Changing Providers

Mistake 1: Quitting before finding replacement

Problem: Gap in services leaves you without support. Solution: Find new provider first, then give notice.

Mistake 2: Not giving written notice

Problem: Provider claims you never formally quit. Solution: Always send written notice (email with receipt confirmation).

Mistake 3: Not telling plan manager

Problem: Plan manager keeps paying old provider. Solution: Email plan manager immediately about change.

Mistake 4: Feeling guilty about leaving

Problem: Stay with bad provider out of guilt. Solution: This is business. You have every right to good service. Change without guilt.

Mistake 5: Not requesting records

Problem: New provider starts from scratch, loses progress. Solution: Always request records from old provider.

Frequently Asked Questions

Do I need to tell NDIS I’m changing providers? No. NDIS doesn’t need to know. You just change. (Exception: NDIA managed participants may need to update myplace portal.)

Can I go back to my old provider later? Yes, if they’ll take you back. Relationships sometimes improve after a break.

What if old provider sends invoices after I’ve quit? If plan managed: Tell plan manager to reject them. If self managed: Don’t pay. If NDIA managed: Contact NDIS to dispute.

Can I have two providers for the same service? Yes. You can split services between providers if you want. Example: Provider A on weekdays, Provider B on weekends.

What if I’m locked into a contract? Service agreements can have notice periods (14-28 days) but cannot “lock you in” beyond reasonable notice. NDIS rules prioritize participant choice.

Do I lose funding if I change providers? No. Your NDIS funding stays with you. It doesn’t belong to the provider.

What if new provider doesn’t work out? Change again. You can change as many times as needed to find the right fit.

Can old provider badmouth me to new provider? This violates NDIS Code of Conduct. If it happens, complain to NDIS Commission.

Warning Signs It’s Time to Change Providers

Service Quality Issues:

  • ✗ Constant last-minute cancellations
  • ✗ Support workers always late
  • ✗ Different support worker every shift (no consistency)
  • ✗ Rushed service (not getting full hour you pay for)
  • ✗ Support workers on phones during shifts

Communication Problems:

  • ✗ Hard to reach office/coordinator
  • ✗ Emails and calls go unanswered
  • ✗ No response to concerns
  • ✗ Dismissive of your feedback
  • ✗ Poor English (if that matters for your needs)

Billing/Admin Issues:

  • ✗ Incorrect invoices repeatedly
  • ✗ Charging for services not delivered
  • ✗ Won’t explain charges
  • ✗ Slow to provide statements

Relationship Issues:

  • ✗ Personality clashes with support workers
  • ✗ Feel uncomfortable or unsafe
  • ✗ Not listening to your preferences
  • ✗ Controlling or bossy
  • ✗ Disrespectful

Any ONE of these is valid reason to change. You don’t need multiple problems to justify leaving.

Find Better NDIS Providers

Ready to change? Browse quality providers on Carevo.

Find Better Providers Now

Compare providers, read reviews, connect directly.

Call 1800 953 253 for help finding better NDIS providers in your area.

Remember: You have every right to change providers if you’re unhappy. Don’t stay with bad service out of guilt or fear. Good providers exist - it’s your right to find them.

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