How to change your NDIS provider

Your right to choose

The NDIS gives you choice and control. You choose which providers deliver the supports in your plan, and you can add, change or remove providers whenever you want.

Changing provider does not change your plan or the funding in it. Your new provider is paid from the same budget, under the same rules about what your plan can pay for.

Step 1: Decide if you want to talk to your current provider

You do not have to. But sometimes a problem can be fixed by asking, for example for a different worker, a new time or a change to how support is given. A family member, support coordinator or other trusted person can help you have this talk.

If you don't feel comfortable talking to your provider, or you are unhappy with how they treat you, you can contact the NDIS Quality and Safeguards Commission (NDIS Commission) on 1800 035 544.

Step 2: Check your service agreement

Your service agreement is the document you and your provider agreed to. Find your copy and look for these things:

• The notice period: how many days' notice you need to give to end the agreement. Each agreement can be different.
• Fees: whether a fee applies if you leave without giving the agreed notice. The NDIS pricing arrangements set the conditions for when providers can charge cancellation fees.
• How to end it: whether the provider has a form or a set way to give notice.
• Bookings already made: shifts or appointments booked before your last day, and who pays if they are cancelled.

If your support is a program of support

A program of support is an optional agreement of up to six months for some group-based supports, such as some SIL, community participation and capacity building supports. The NDIA says you can leave a program of support at any time, without an exit fee, by giving up to two weeks' notice.

Step 3: Find your new provider first

The NDIA suggests finding a new provider before you finish with your current one. That way there is no gap in your support.

Your support coordinator or my NDIS contact can help you look. You can also use the NDIS provider finder, which lists registered providers, or ask people you trust. If your plan is NDIA-managed, your new provider must be registered with the NDIS Commission. Supported independent living (SIL) and specialist disability accommodation (SDA) always need a registered provider. You can check registration on the NDIS Provider Register.

Meet a new provider before you agree to anything. Questions you might ask:

• Can you deliver the support in my plan, at the times I need?
• How do you choose and match workers, and can I meet them first?
• What are your prices, travel charges and cancellation rules?
• How do I give feedback or make a complaint?

Step 4: Sign a new service agreement

Before support starts, agree in writing what your new provider will do. A good service agreement lists the supports, prices, how and where support happens, start and end dates, cancellation rules, and how to change or end the agreement.

Take your time. You can ask for changes, ask for it in words you understand, ask for an interpreter and get help from someone you trust. You can say no. A provider cannot use a service agreement to get out of its duties under the NDIS Code of Conduct or Australian Consumer Law.

Step 5: Tell your current provider and hand over

Give notice in the way your service agreement says. It is a good idea to do it in writing, such as an email, and keep a copy. Agree on your last day of support.

For a safe handover:

• Choose a start date with your new provider that matches your last day with the old one.
• Ask your current provider for copies of documents you may want to share, such as your support plan or care notes. You decide what is shared with your new provider.
• Tell your new provider about anything they must know from day one, such as medicines, health needs, a behaviour support plan or a mealtime plan.
• Check you have no unpaid invoices, and check your plan claims in the my NDIS app or portal.
• Tell your support coordinator and plan manager, if you have them.

Step 6: Update the NDIS portal

Ask your old provider whether you need to end the 'my provider' record in the my NDIS participant portal, or whether they will do it. Your new provider may send a request, which you can accept or decline in the portal. You can also call the NDIA on 1800 800 110 to add, change or remove a provider.

Your rights while you change

Providers must treat you with respect and must not threaten you for raising a concern or making a complaint. The NDIS Code of Conduct applies to registered and unregistered providers. Under Australian Consumer Law you can ask questions, take your time and say no.

If you think you were charged for support you didn't get, contact the provider, your plan manager or the NDIA on 1800 800 110. To raise a concern about safety or quality, contact the NDIS Commission on 1800 035 544 (TTY 133 677). If someone is in danger, call 000.

If you are thinking of moving to Heart for Care

New participants complete an intake form and sign a written service agreement before support starts. We also complete a risk assessment and a support plan with you.