Step 6

What do I need to know about NDIS providers?

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Providers are individuals or organisations who provide a support service or equipment to help you use your plan to reach the aspirations and goals that you want to achieve. They will provide the reasonable and necessary (fair and needed) supports that you or your nominee will pay for using funds provided by the NDIS.

Providers have to go through a registration process to be eligible to offer NDIS support services unless you are self-managing all or a part of your plan and funding. The Provider Toolkit on the NDIS website explains the process some providers go through to register.

For more information on requirements on becoming a provider check out the information for providers on the NDIS website.

Choosing an NDIS service provider

There is a huge range of available NDIS providers out there and sometimes choosing a provider can feel pretty overwhelming.

Things you will need to know when you choose your providers include how to:

  • find registered providers
  • directly employ your own staff (if you are self-managing or have a plan manager)
  • make contracts (ie, agreements) with service providers
  • consent to share your plan and other details on the NDIS service provider website

It is important to choose the provider or providers that are right for you.

You can find information about finding and selecting providers at the following websites

Changing service providers

Your NDIS funded supports are delivered by service providers; these are workers or organisations of your choice. You will have made a written agreement with your provider that is called a service agreement. They are usually simple, and explain how and when your supports will be delivered, terms of how your services are provided, and by whom.  The service agreement also explains how to renew the service and how to cancel the service. For more information on service agreements check out the information on the NDIS website.

If you want to change support workers, check to see if the service agreement has a process for you to change support workers.

Your service agreement should clearly state:

  • How any problems or issues that may arise will be dealt with
  • How you or your provider may change or end the service agreement

Like all contracts, before signing you can request changes to your service agreement. They do not have to accept your request but it is often worth asking.

Remember, you have choice and control in the delivery of your supports. This means having the choice over who provides your supports and how they are provided. It also means being responsible and reasonable in your expectations and dealings with providers.

The National Disability Insurance Agency has created some tools to help you make a service agreement. These tools include an Easy English Guide to Service Agreements which includes a simple model Service Agreement

You can use this guide to help make a service agreement with your providers. You can change the service agreements to suit your own needs.

Information about your rights and the rights of service providers in the case of cancellation, or you (or the service provider) not turning up for a scheduled support (called a “no show”) of can be found on the Finding and Engaging Service Providers of the NDIS website.

Choosing to directly employ your own staff

Direct employment of your own staff gives you more choice and control over the people who work with you, their hours and the tasks they will perform. Direct employment is only an option if you self-manage part or all of your NDIS funding.

It is not necessary to directly employ all staff who deliver your NDIS funded supports. You can choose to have a combination of National Disability Insurance Agency registered providers, staff you directly employ and other service providers with different funding arrangements for each.

It is important to remember by self-employing you will have additional responsibilities around tax, superannuation, insurances, pay rates, and criminal record checks, etc. You can use another type of business to manage these employer responsibilities for you.

For further information visit ndis.gov.au/participant/self-managing-budgets and read about the responsibilities of self-managing budgets in your plan.

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The reimagine.today workbook can help you prepare for the NDIS