NDIS Provider Exit Checklist: Key Points

  • Leaving an NDIS provider is your right at any time. Providers cannot place unreasonable barriers on your exit.
  • Most service agreements require 14 days written notice. Always check your specific agreement before giving notice.
  • A safe transition requires three things to happen in the right order: notice served, service booking transferred, new provider confirmed.
  • Your support records belong to you. Request copies and arrange transfer to your new provider before your exit date.
  • Avoid a gap in daily or personal care supports by confirming your new provider’s start date before giving notice to your current one.

Why a Checklist Matters When Changing Providers

Changing NDIS providers can be straightforward, or it can become complicated if steps are missed or happen in the wrong order. The most common problems participants face when exiting a provider are:

  • A gap in services because the new provider cannot start immediately.
  • Funding locked up in an old service booking that the previous provider has not released.
  • Missing records that the new provider needs to deliver safe, informed support.
  • Unexpected charges on the final invoice.
  • Confusion about who is responsible for closing the service booking in PACE.

Working through a clear checklist before, during, and after your exit reduces the likelihood of any of these problems and gives you a record of what was done and when.

Before You Give Notice

Step 1: Read your current service agreement

Find your service agreement with the provider you want to leave and check:

  • Notice period: How many days written notice are you required to give? The standard is 14 days, but some agreements specify longer.
  • Cancellation charges during notice: Will the provider continue charging for booked sessions during the notice period, or can you suspend sessions immediately?
  • Exit conditions: Are there any specific requirements for how notice must be given (written only, email, registered mail)?
  • Record transfer clause: Does the agreement address what happens to your records on exit?

If you cannot find your service agreement, ask the provider to send you a copy. They are required to keep one.

Step 2: Identify your new provider before giving notice

For time-sensitive supports, particularly personal care, support coordination, or Supported Independent Living (SIL), confirm that your new provider can begin services before or by the date your current provider will exit. Starting this search before giving notice prevents gaps.

Things to confirm with your prospective new provider:

  • Are they registered with the NDIS Commission? (Required if your funding is NDIA-managed.)
  • Can they start by your target transition date?
  • Do they have capacity for the specific support hours and days you need?
  • Have you received and reviewed their service agreement?

Carevo connects participants with vetted NDIS providers across Australia. Search the provider directory to compare options before committing to a new agreement.

Step 3: Notify your plan manager or support coordinator

If you have a plan manager or support coordinator, let them know you are planning to exit your current provider. They can:

  • Help time the service booking changes in PACE to avoid overlap or gap.
  • Advise on any funding period constraints that may affect the transition timing.
  • Assist with finding and onboarding a new provider.
  • Flag any issues with your current service booking that need to be resolved before exit.

Step 4: Check your service booking balance

Before exiting, confirm how much of your service booking remains with the current provider. Your plan manager or the NDIS portal (My NDIS) can show you this. If there is a significant unspent balance, discuss with your plan manager how those funds will be reallocated once the booking is closed.

Giving Notice

Step 5: Give written notice

Always give notice in writing. An email is sufficient and creates a time-stamped record. Your notice should include:

  • Your full name and NDIS participant number.
  • A clear statement that you are terminating the service agreement.
  • The date from which you are giving notice.
  • Your intended last date of service (calculated from the notice period in your agreement).
  • A request for the provider to confirm receipt in writing.

Keep a copy of your notice email and the provider’s confirmation.

Example notice wording:

“I am writing to give [Provider Name] formal notice that I am ending my service agreement, effective [date]. As per the agreement, my last date of service will be [date, calculated from notice period]. Please confirm receipt of this notice and provide the date you will close the service booking in PACE. I will also be requesting copies of my support records as part of this transition.”

Step 6: Request your records

At the same time as giving notice, request copies of all relevant records. This typically includes:

  • Your support plan or care plan held by the provider.
  • Progress notes or session notes from the support period.
  • Any assessments, goal reviews, or outcome measurements completed during the relationship.
  • Incident reports, if any.
  • Copies of any signed consent forms or documents.

Ask the provider to send these to you directly, and separately to authorise transfer of records to your new provider (once you have confirmed who that is). Put this request in writing and ask for a confirmed timeline for delivery.

During the Notice Period

Step 7: Continue attending or receiving scheduled supports

Unless you have a specific reason to suspend sessions immediately (such as a safety concern), continue receiving your supports during the notice period. This is important because:

  • Your service agreement is still active during the notice period.
  • Stopping sessions abruptly without cause may complicate the final invoice.
  • Continuity during this period helps avoid a gap while your new provider is being set up.

Step 8: Sign your new service agreement

Before your exit date, sign the service agreement with your new provider. Check it carefully using the same approach as any service agreement: confirm service descriptions, pricing against the NDIS Pricing Arrangements 2025-26, cancellation terms, and exit conditions.

See How to Read an NDIS Service Agreement Before You Sign for a full guide to what to look for.

Step 9: Confirm the PACE service booking transfer timeline

Work with your plan manager (or directly with your new provider if you are self-managed) to confirm:

  • The date the current provider will close their service booking in PACE.
  • The date the new provider will open their service booking.
  • That the two dates do not overlap (which would prevent the new provider from claiming against your funding).
  • That there is no gap between the two dates for critical supports.

If you are NDIA-managed, both providers need to action this through the portal. The 14-day service booking rule means the current provider’s booking does not automatically end when the agreement ends. They must take active steps to close it.

After Your Exit Date

Step 10: Confirm the final invoice

Within 7 days of your last session, you should receive a final invoice from your outgoing provider. Check that it covers only the services delivered during the agreement period, that rates match the agreed service agreement pricing, and that no exit fee or unexplained charge has been added.

If you are plan-managed, forward the invoice to your plan manager for review before it is paid. If anything on the invoice is unclear, raise it with the provider in writing before the due date.

Step 11: Verify the service booking is closed

Ask your plan manager or check your NDIS portal to confirm the outgoing provider’s service booking has been fully closed. An open service booking will prevent your new provider from claiming payment, even if services have started.

Step 12: Confirm records have been received and transferred

Check that you have received copies of your records from the outgoing provider. If you authorised transfer to your new provider, confirm with the new provider that they have received what they need to begin supports safely and informedly.

Step 13: Confirm supports have started with no gap

On or before your agreed start date with the new provider, confirm that the first session has been scheduled and that the service booking is active in PACE. If anything has been delayed, contact your plan manager or support coordinator immediately.

Full Exit Checklist at a Glance

Before giving notice:

  • Read service agreement and note notice period and exit conditions
  • Identify and confirm new provider can start by target date
  • Notify plan manager or support coordinator of planned transition
  • Check service booking balance in PACE or with plan manager

Giving notice:

  • Send written notice with last date of service and request for confirmation
  • Request copies of all support records in the same communication
  • Ask provider to confirm date they will close service booking in PACE

During notice period:

  • Continue receiving supports unless safety concerns apply
  • Sign new service agreement and confirm start date
  • Confirm PACE service booking transfer timeline with plan manager and both providers

After exit date:

  • Review and approve final invoice
  • Verify outgoing service booking is closed in PACE
  • Confirm records received and transferred to new provider
  • Confirm first session scheduled with new provider and booking is active

When Things Go Wrong: Your Options

Provider will not release the service booking

Contact the NDIS Commission on 1800 035 544. Providers are required to close service bookings once the agreement has ended. Refusing to do so prevents you from accessing your own funding.

Unexpected charges on the final invoice

Raise the disputed charge with the provider in writing. If unresolved, your plan manager can withhold payment pending clarification. The NDIS Commission can also investigate billing practices that breach the Pricing Arrangements.

Records not provided after request

Follow up in writing and set a deadline (five business days is reasonable). If records are still not provided, the NDIS Commission and, where a privacy breach is involved, the Office of the Australian Information Commissioner can assist.

Gap in supports at transition

Contact your plan manager and new provider immediately. For critical supports such as SIL or personal care, the NDIS Commission’s participant safeguards team can be contacted for urgent assistance. If your safety is at immediate risk, call 000.

Key External Resources

Frequently Asked Questions

How much notice do I need to give to leave an NDIS provider? Most service agreements require 14 days written notice. Check your specific agreement as some providers specify longer periods. Unreasonably long exit conditions are inconsistent with NDIS Commission requirements and can be challenged.

Can my provider charge an exit fee? No. Providers cannot charge a separate exit fee. They may charge for sessions delivered during the notice period and for short-notice cancellations during that period, but nothing beyond what the NDIS Pricing Arrangements 2025-26 permit.

Will I lose my NDIS funding if I switch providers? No. Your NDIS funding stays with your plan. When you exit a provider, their service booking in PACE closes and the funds become available for your new provider to claim against.

Can a provider reduce my services because I gave exit notice? No. Retaliating against a participant for choosing to leave is a breach of the NDIS Code of Conduct. If this happens, report it to the NDIS Commission on 1800 035 544.

Who transfers my records to the new provider? You authorise the transfer. Your outgoing provider transfers records to your new provider with your written consent. You can also request that records are sent to you first, and you pass them on yourself.

What if I need to exit immediately due to a safety concern? Safety concerns allow for immediate exit without serving the full notice period. Document your reason in writing and contact the NDIS Commission if the provider disputes the immediate exit or attempts to charge for the full notice period.