Working with providers
Changing Providers
You can change providers when a service no longer meets your needs, or you would simply rather work with someone else.
It is your choice
You do not need to stay with a provider that is not right for you.
Check your agreement
Notice periods and outstanding charges may apply.
Plan the transition
Arrange replacement support first when a service matters for your safety or daily life.
Plain language guide
The detail, broken into useful sections.
Read the sections that matter to you. The content has not been shortened or changed, only organised so it is easier to scan.
Key information
You do not need to prove anything
You do not have to show the provider did something wrong before changing. "This is not working for me" is a complete reason.
You do not have to raise it first
You may choose to ask them to change a worker, the schedule, or fix an invoice. But you do not have to contact the provider first when you do not feel safe or comfortable, the concern is serious, you would rather contact the NDIS Commission, or you have already decided to leave.
Check your Service Agreement
The notice period, how notice must be given, possible fees, outstanding payments, how records are transferred, how equipment is returned, how the provider may end services, and how urgent risks are managed.
Find another provider first
Where possible, line up the new provider before the current service ends — checking availability, experience, worker suitability, registration requirements, prices, travel and cancellation terms, start dates, and their ability to manage your risks. That reduces the chance of a gap.
Arrange a transition
Sharing current support information, updating consent, transferring records, explaining communication needs and health and safety requirements, confirming emergency arrangements, transferring equipment, coordinating final and first dates, and notifying your Plan Manager and Support Coordinator. Information should only be shared with proper consent.
Before the relationship ends
- Check final invoices and resolve disputed charges
- Confirm the final service date
- Return provider property and collect your own
- Request copies of relevant records
- Cancel future appointments
- Remove unnecessary information access
- Update your emergency contacts
When a provider ends services
They should follow the Service Agreement, notice requirements, NDIS obligations, and safety and continuity responsibilities. Ask for written notice, the reason, the final date, transition assistance, copies of records, and information about outstanding charges.
A provider should not suddenly withdraw an essential support without considering foreseeable health and safety risks, except where immediate circumstances prevent safe delivery.
Urgent safety concerns
You may need to leave immediately if you are being abused or neglected, a worker is acting dangerously, your privacy has been seriously breached, fraud or exploitation is occurring, or continuing creates immediate risk. Call 000 if someone is in immediate danger. You can contact the NDIS Commission without speaking to the provider first.
SCL Support Services
What SCL can help with
When you leave SCL, we will:
- Respect your decision
- Explain notice requirements and confirm the final service date
- Discuss outstanding invoices
- Identify transition risks and support continuity where reasonably possible
- Share authorised information with the new provider
- Provide relevant records where appropriate
- Protect your privacy during the transition
Choosing another provider will not be used to disadvantage you. We would rather you were somewhere that suits you.
Official information
This page explains things in plain language. The NDIS is the authority on the rules, and they change. Check the official pages for the current position.
Last checked: August 2026
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