Working with providers
Questions to Ask a Provider
Questions worth asking before you sign anything — including the ones providers hope you will not ask.
Ask about the service
Make sure they can actually deliver the support you need.
Ask about workers
How they are selected, trained and supervised.
Ask about money
Prices, travel, cancellations and payment arrangements.
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.
About the provider
- What NDIS supports do you provide, and are you registered?
- How long have you provided these services?
- Have you supported people with needs similar to mine?
- Which areas do you service, and do you have availability now?
- Who owns and manages the organisation?
- Do you work with connected providers, and how do you manage conflicts of interest?
About workers
- How do you select workers, and what screening do they complete?
- What training do they receive, and are they qualified for my needs?
- Can I meet a worker before regular support begins?
- Can I request a worker of a particular gender?
- Can I ask to change workers?
- What happens when my regular worker is unavailable?
- How do you supervise workers, and how do I report a concern?
About prices
- What is the hourly or unit price?
- Do rates differ at different times, on weekends, on public holidays?
- Is worker travel charged? Is participant transport charged?
- Are reports, meetings or administration charged?
- Are there any other fees?
- How will price changes be discussed, and will I get written notice?
About cancellations
- How much notice must I give, and when can a charge apply?
- What happens if I am sick?
- What happens if you cancel — will a replacement worker be offered?
- How do I cancel outside office hours?
- Where is the cancellation policy recorded?
About ending the service
- How much notice must I give, and can an early ending fee apply?
- How will my records be transferred?
- Will you assist with a transition?
- How will outstanding invoices be handled?
- Can you end services, and what notice would I get?
Take notes
Write down who you spoke with, when, what they promised, prices discussed, and questions that were not answered. Ask for anything important in writing before agreeing.
SCL Support Services
What SCL can help with
SCL will answer reasonable questions about:
- Our services and worker arrangements
- Prices, charges and travel
- Cancellations and Service Agreements
- Privacy, incidents and complaints
- Changing or ending services
We will also tell you when we cannot safely or appropriately provide a requested support. That answer is more useful than a hopeful yes.
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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