Key points

  • You can choose and switch NDIS providers at any time, regardless of your plan management type
  • Agency-managed participants must use registered providers; plan-managed and self-managed can use either
  • Ask potential providers about experience, staff qualifications, pricing, cancellation policies, and complaints processes
  • Red flags include pressure to sign immediately, no references, and unclear pricing
  • Always get a service agreement in writing before services start

Your right to choose

One of the founding principles of the NDIS is choice and control. You have the right to decide who delivers your supports, how those supports are delivered, and when. No one, including your Local Area Coordinator (LAC), support coordinator, or plan manager, can force you to use a specific provider.

This means you can:

  • Choose any provider you want (within your management type rules)
  • Use multiple providers for different supports
  • Switch providers whenever you want
  • Trial a provider before committing long-term
  • Say no to a provider that does not feel right

Understanding your plan management type

Your plan management type determines which providers you can access:

Management typeCan use registered providers?Can use unregistered providers?Who pays the provider?
Agency-managedYesNoNDIA pays directly
Plan-managedYesYesPlan manager pays from your funds
Self-managedYesYesYou pay and claim reimbursement

If you are agency-managed and want access to a broader range of providers, you can request plan management or self-management at your next plan review.

Where to find providers

NDIS Provider Register

The official NDIS Provider Register at ndiscommission.gov.au lists all registered providers by location and service type. It confirms registration status but does not include reviews or detailed profiles.

Carevo provider directory

Carevo’s provider directory lets you browse and compare providers across Australia. Providers have detailed profiles, and you can filter by service type, location, and specialisation.

Your support coordinator or LAC

If you have a support coordinator, they should have a network of providers they can recommend. Your Local Area Coordinator (LAC) can also suggest providers in your area. But remember, their suggestions are recommendations, not requirements. You are free to choose a different provider.

Word of mouth

Other NDIS participants and their families are often the best source of honest feedback. Ask in local disability support groups, online forums, or community organisations.

What to look for in a provider

Experience with your disability

Not all providers have experience with every type of disability. A provider that works mainly with physical disabilities may not be the right fit for someone with psychosocial disability, autism, or intellectual disability. Ask:

  • How many clients do you currently support with [your disability type]?
  • What training do your staff have in [your disability type]?
  • Can you give examples of how you have supported someone with similar needs?

Staff qualifications and screening

All NDIS workers must have an NDIS Worker Screening Check (or be actively supervised by someone who does). Beyond this minimum, look for:

  • Relevant qualifications (Certificate III in Individual Support for support workers, degree qualifications for therapists)
  • First aid and CPR certification
  • Specific training relevant to your needs (manual handling, behaviour support, medication administration)

Pricing transparency

Providers should be upfront about their pricing. Ask for a written quote or schedule of fees before signing up. Compare their rates with the NDIS Price Guide to ensure they are not charging above the maximum.

Questions to ask about pricing:

  • What do you charge per hour for [service type]?
  • Do you charge for travel time? At what rate?
  • What is your cancellation policy and fee?
  • Are there any additional charges (administration fees, materials, transport)?

Cancellation policy

The NDIS Price Guide allows providers to charge for short-notice cancellations (less than 2 clear business days’ notice) and no-shows. Some providers are stricter than others. Understand the policy before signing up, especially if your circumstances may lead to occasional cancellations (health fluctuations, hospital admissions).

Complaints process

Every registered provider must have a complaints process. Ask how you would raise a concern, who handles complaints, and what the expected resolution timeframe is. Providers that are evasive about their complaints process are a warning sign.

Questions to ask potential providers

Use this checklist when interviewing providers:

  1. How long have you been providing NDIS services?
  2. What experience do your staff have with [my disability]?
  3. Can I meet my support worker before services start?
  4. What is your hourly rate? Is it at or below the NDIS Price Guide maximum?
  5. What is your cancellation policy?
  6. Do you offer a trial period?
  7. How do you handle complaints?
  8. Can you provide references from current or past clients?
  9. How will you report on my progress towards my goals?
  10. What happens if my regular worker is sick or on leave?

Write down the answers. Comparing providers is easier when you have notes to refer back to.

Red flags to watch for

Pressure to sign immediately

A reputable provider will give you time to consider your options. If someone is pushing you to sign a service agreement on the spot, take a step back. You are under no obligation to commit immediately.

Refusal to provide references

Providers with happy clients should be willing to share references (with consent). If a provider refuses or makes excuses, consider why.

Vague or unclear pricing

If a provider cannot clearly explain what they charge and why, that is a problem. You should know exactly what you are paying for before services begin.

No written service agreement

Operating without a service agreement leaves you unprotected. Every provider should offer a clear, written agreement before services start.

Staff without screening checks

All NDIS workers must have (or be in the process of obtaining) an NDIS Worker Screening Check. If a provider sends an unscreened worker to your home, that is a serious compliance issue.

Resistance to trial periods

Many good providers offer a trial period (2 to 4 weeks) so both parties can assess the fit. Providers that lock you into long-term agreements without a trial may not be confident in their service quality.

Excessive charges

Compare quoted rates with the NDIS Price Guide. If a provider is charging the absolute maximum for every service and adding surcharges, shop around. Some providers charge below the maximum, especially for straightforward supports.

Service agreements explained

A service agreement is a written contract between you and your provider. It should cover:

SectionWhat it includes
PartiesYour details and the provider’s details
SupportsWhat services will be delivered, how often, and where
PricingHourly rates, travel charges, cancellation fees
ScheduleDays and times of service delivery
CancellationNotice period and fees for cancellations
ComplaintsHow to raise and resolve concerns
Ending the agreementNotice period for terminating the agreement
PrivacyHow your personal information is handled

Read the service agreement carefully. Ask questions about anything you do not understand. You can negotiate terms before signing. If a provider is not willing to adjust terms, you can choose a different provider.

Trial periods

Requesting a trial period is reasonable and common. A trial period of 2 to 4 weeks lets you:

  • See if the support worker is a good fit
  • Test the provider’s reliability (do they show up on time?)
  • Assess communication quality (do they respond to your calls and messages?)
  • Evaluate whether the support meets your needs

At the end of the trial, you can continue with the provider, adjust the arrangement, or switch to someone else.

Switching providers

You can change NDIS providers at any time. Here is how:

  1. Check your service agreement for the required notice period (usually 2 weeks)
  2. Give written notice to your current provider that you are ending the agreement
  3. Find your new provider and sign a new service agreement
  4. Notify your plan manager or support coordinator so they can update your service bookings
  5. For agency-managed participants: The new service booking replaces the old one in the NDIA system

You do not need to give a reason for switching. You do not need approval from the NDIA, your LAC, or anyone else. It is your choice.

For more detail on the switching process, read our guide to changing NDIS providers.

Registered vs unregistered providers

FeatureRegisteredUnregistered
Available to agency-managedYesNo
Available to plan/self-managedYesYes
Audited against Practice StandardsYesNo
NDIS Worker Screening requiredYesYes (if providing certain supports)
Can deliver higher-risk supportsYesNo (SIL, behaviour support require registration)
Price limits applyYesNo (can charge what they like)

Neither registered nor unregistered is automatically “better.” Registered providers have been audited, which provides a baseline quality assurance. Unregistered providers may offer more flexibility, personalised service, or specialised expertise. The right choice depends on your needs, management type, and the specific supports you need.

For a detailed comparison, read our registered vs unregistered providers guide.

How Carevo can help

Carevo connects NDIS participants and families with providers across Australia. You can browse provider profiles, compare services, and find the right fit for your needs.

Looking for the right NDIS provider? Search providers on Carevo or call 1800 953 253 to get connected.

FAQ

Can I choose any provider I want?

It depends on your plan management type. Agency-managed participants must use registered providers. Plan-managed and self-managed participants can use both registered and unregistered providers.

How do I check if a provider is registered?

Search the NDIS Provider Register on the NDIS Commission website at ndiscommission.gov.au.

Can I use more than one provider?

Yes. You can use different providers for different supports with no limit on the number.

What should I ask before signing up?

Ask about experience with your disability, staff qualifications, pricing, cancellation policies, complaints processes, and whether they offer a trial period.

Can I switch providers?

Yes, at any time. Give reasonable notice as per your service agreement (usually 2 weeks). You do not need a reason or anyone’s approval.

What are the red flags?

Pressure to sign immediately, refusing references, vague pricing, no written service agreement, unscreened staff, and resistance to trial periods.

Do I need a service agreement?

Yes. A written service agreement protects both you and the provider. Read it carefully before signing.

What if I am unhappy with my provider?

Raise it through their complaints process first. If unresolved, contact the NDIS Quality and Safeguards Commission on 1800 035 544. You can also switch providers at any time.

Registered or unregistered?

Registered providers are audited and can work with all management types. Unregistered providers may offer more flexibility but can only work with plan-managed and self-managed participants.

Resources