How to choose an NDIS provider: 10 questions to ask before you sign
Reviewed by the My Care Link Australia Editorial Team · Last reviewed
Most people choose a provider from a website and find out what they are like three weeks later. These ten questions, asked on the first phone call, tell you nearly everything — and a provider who dodges them has answered you anyway.
The ten questions
- Do you have capacity for the days and times I actually need? "We'll find someone" is not a yes.
- Who exactly would be working with me, and can I meet them first?
- What happens when my regular worker is sick or on leave?
- How much notice do I need to give to cancel, and what is charged if I cancel late?
- How do you charge travel — time, kilometres, or both?
- Are your prices at the NDIS price limit or below, and will you put that in writing?
- What is your staff turnover like in my area?
- What experience do your workers have with my disability or situation?
- How do I raise a problem, and who handles it?
- How much notice do I need to give if I want to end the agreement?
Ask all ten of at least two providers. The difference between the answers is usually more revealing than any single answer.
Warning signs
- Pressure to sign on the first call
- No written service agreement, or one that will not be emailed before signing
- Vague answers about who will actually attend
- Cancellation terms that are not explained until the first invoice
- Reluctance to give you a named contact person
- Claims of guaranteed NDIS outcomes — nobody can guarantee a plan decision
Registered or unregistered?
Registered providers are audited against the NDIS Practice Standards and are required for some supports and for agency-managed participants. Unregistered providers can be excellent, often more flexible, and are available to plan-managed and self-managed participants.
Registration is a floor, not a ranking. A registered provider with no capacity in your suburb is worth less to you than an unregistered one who turns up on time every week.
Before you sign the service agreement
- Read the cancellation clause and the notice period twice
- Check the agreement matches what you were told on the phone
- Confirm which budget each support will be claimed from
- Make sure the hours and days are written down, not left open
- Keep a copy — signed, dated, and stored where you can find it
You are allowed to take the agreement away and think about it. Any provider who objects to that has told you something.
Let us do the shortlisting
Calling ten providers to find two with capacity is the part people dread. That is the part we do — we check who has availability in your suburb for what you need, and come back with options you can ask these questions of.
It is free for participants, families and support coordinators.
About this guide. Written and reviewed by the My Care Link Australia team as general information for NDIS and aged care participants, families and support coordinators. Read our editorial guidelines and provider review process.
This guide is general educational information only. It is not medical, legal or financial advice. For decisions about your individual situation, please speak with the appropriate qualified professional.
Frequently asked questions
What should I ask an NDIS provider before signing?
Ask about real availability on your days, who will attend, backup when staff are away, cancellation notice and charges, travel charges, pricing against the NDIS limits, staff turnover, relevant experience, complaints handling and the notice period to leave.
Should I choose a registered or unregistered provider?
Registered providers are audited and required for agency-managed participants and some supports. Plan-managed and self-managed participants can use either. Judge on availability, fit and reliability once the basics check out.
Can I try a provider before committing?
Often yes. Ask for a short initial period or a meet-and-greet with the worker before locking in a longer agreement.
How many providers should I contact?
At least two or three. Comparing answers to the same questions tells you far more than one conversation.
Can I use more than one provider at a time?
Yes. Many people use different providers for different supports, for example one for support work and another for therapy.
Related services
NDIS Support Workers
Trained support workers for daily living, social activities and personal care.
NDIS Support Coordination
Help understanding and making the most of your NDIS plan.
NDIS Help at Home
Cleaning, gardening, meals, laundry and household tasks under your NDIS plan.
NDIS Occupational Therapy
OTs help build skills for daily living, work, study and play.
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We'll use this information to connect you with suitable providers.
Sources and further reading
Rules, funding amounts and wait times change. We check these primary sources when we update this page, and you should confirm current details directly with them.
- National Disability Insurance Scheme (NDIS)(opens in a new tab) — National Disability Insurance Agency. Official scheme information, eligibility and current processes.
- NDIS Pricing Arrangements and Price Limits(opens in a new tab) — National Disability Insurance Agency. The current price limits that govern what providers can charge.
- NDIS Quality and Safeguards Commission(opens in a new tab) — NDIS Quality and Safeguards Commission. Provider registration, practice standards and complaints.
- NDIS Commission provider register(opens in a new tab) — NDIS Quality and Safeguards Commission. Check whether a provider is registered.