How to change NDIS providers

You can change NDIS providers when a service no longer meets your needs, or when another provider is a better fit. Changing is a normal part of exercising choice and control — but it is worth checking your service agreement and planning the transition.

Step 1: Decide what needs to change

Think about why. That helps you work out whether the issue could be resolved with your current provider, or whether you need a new one.

• The service is unreliable or frequently cancelled
• The worker match is not suitable
• Your preferences or instructions are not being followed
• Communication is poor
• Your support needs have changed
• They no longer have capacity at the times you need
• You have concerns about safety, quality, privacy or billing
• You want a provider with different experience or local availability

If you feel safe doing so, you may first ask them to address it — a meeting, a different worker, a changed schedule, clearer communication. You do not have to do this first when you feel unsafe or uncomfortable.

Step 2: Read your service agreement

It should explain how to end the service, how much notice is required, and whether cancellation charges may apply. It may also cover outstanding invoices, equipment and records.

Do not assume every provider uses the same notice period. Check the agreement you actually signed, and ask for clarification in writing when the wording is unclear.

Step 3: Find a new provider first

When the support is essential, it is usually safer to line up a new provider before the old service ends. Ask about capacity, start dates, worker skills, pricing and onboarding requirements.

Meet them where you can, and review the proposed service agreement before confirming. Make sure they can actually deliver the support funded in your plan.

Step 4: Give notice

Follow the process in your agreement. Written notice is usually best because it creates a clear record of the date, the final service date, and anything still to be resolved.

Your notice can be short. State that you are ending the service, identify the agreement, and ask for confirmation of the final date. You do not owe anyone a detailed explanation, though constructive feedback may help them improve.

If you feel unsafe

You can leave immediately, and you can contact the NDIS Quality and Safeguards Commission on 1800 035 544 without speaking to the provider first. Call 000 if anyone is in immediate danger.