Questions to Ask an NDIS Provider: 10 Tips

Choosing an NDIS provider? These questions to ask an NDIS provider can help you compare services, understand costs and decide who suits your needs.

The right provider should respect your choices, explain their services clearly and support your goals. Before agreeing to services, take time to discuss how you will work together.

You can also involve a family member, carer, advocate or someone else you trust.

📋 Before you begin: Keep these questions handy during calls or meetings. Write down each provider’s answers so you can compare your options later.

1. Can you provide the supports I need?

Start by explaining the support you want and what you hope to achieve. Then ask how the provider will adapt their services to your needs, preferences and goals.

For example, you may need appointments at home, accessible facilities or workers who understand your communication needs.

Before deciding, check:

Which supports are available.
Whether the provider has a waiting list.
Where and when services can take place.
How they will review whether the support is working for you.

If an answer is unclear, ask for more detail.

2. Do you have experience with needs similar to mine?

Relevant experience can help a provider understand the support you need. However, they do not need to have worked with someone exactly like you.

Instead, discuss their qualifications, training and approach to safe support.

For example, you could ask how they have adapted services for people with similar needs. They should explain their approach without sharing another participant’s private information.

Most importantly, consider whether they listen to you and respect your preferences.

3. Are you registered with the NDIS Commission?

Check whether the provider is registered with the NDIS Quality and Safeguards Commission. You should also confirm whether registration is required for your support.

The rules depend on your funding and the service:

NDIA-managed funding: You must use registered providers.
Plan-managed or self-managed funding: You can generally use registered or unregistered providers. However, some supports require registered providers.

Before starting services, check the current NDIS guidance on choosing a provider.

For more background, read our guide to registered and unregistered NDIS providers.

4. Who will deliver my support?

Knowing who will work with you can make starting services easier. Find out whether you can meet the worker beforehand.

You may also want to discuss:

Their relevant qualifications and experience.
Worker screening requirements.
Whether you can request a different worker.
Who will cover leave or unexpected absences.

If consistency matters to you, explain this early. Then check how the provider will manage changes to your usual team.

5. How will you communicate with me?

Clear communication helps you stay informed and involved.

Tell the provider how you prefer to receive information. For example, you might choose phone calls, emails, text messages or face-to-face conversations.

Next, confirm how they will tell you about cancelled appointments, schedule changes or replacement workers.

If needed, request Easy Read information, an interpreter or another communication format. The provider should explain things in a way you can understand.

6. What will the support cost?

💬 Ask for a clear price breakdown before services begin.

Check the rate, what it includes and whether any additional charges may apply.

For example, discuss possible charges for:

Provider travel.
Short-notice cancellations.
Reports or assessments.
Materials or other agreed items.

Do not assume every extra charge can be paid from your NDIS funding. Instead, confirm what applies to your support and how it will be billed.

Finally, make sure the agreed prices and payment arrangements are recorded clearly.

7. Will we have a written service agreement?

A written service agreement helps you and your provider understand what you have agreed to.

Before signing, check that it explains:

The supports you will receive.
When, where and how services will take place.
Prices, payment terms and any additional charges.
Cancellation rules and notice periods.
How to change or end the agreement.
The process for raising concerns.

Written service agreements are required for Specialist Disability Accommodation (SDA). They are also recommended when starting with other providers.

If anything is unclear, request an explanation or a more accessible version. You can also ask someone you trust to review it with you.

Read NDIS Provider Service Agreements: Why They Matter before agreeing to services.

8. How do you protect my privacy?

🔒 Your personal information deserves careful handling.

Find out what information the provider needs, why they need it and who can access it.

You can also request their privacy policy and ask how they store and share records.

You do not need to give every provider a complete copy of your NDIS plan. Instead, discuss the information relevant to their role and the support they will deliver.

For more information, see the NDIS guide to sharing your plan with a provider.

9. How can I give feedback or make a complaint?

Before choosing an NDIS provider, find out how they handle concerns. Their process should be clear, accessible and easy to use.

For example, ask:

Who should I contact?
How will you keep me updated?
Can someone help me raise a concern?
What happens if I am unhappy with your response?

You should feel safe giving feedback. If you feel comfortable, you can raise a concern with the provider.

You can also report an issue to the NDIS Commission, including when you do not feel safe approaching the provider.

If someone is in immediate danger, call Triple Zero (000).

10. What happens if I want to change providers?

Your needs or preferences may change over time. Therefore, it helps to understand the exit process before services begin.

Review the service agreement for notice periods, cancellation terms and final payment arrangements.

Where possible, arrange replacement support before ending your current service. This can help prevent an unnecessary gap.

However, if you feel unsafe, seek help promptly rather than waiting to find another provider.

If you use a support coordinator or plan manager, let them know about the change. You may also need to update provider relationships in your NDIS portal.

See the NDIS guide on how to change providers.

✅ Use These Questions to Compare NDIS Providers

After speaking with each provider, review their answers.

Consider whether they:

Understand your needs and goals.
Explain their services and prices clearly.
Respect your communication preferences.
Provide clear agreement and cancellation terms.
Make you feel heard, respected and safe.

There is no need to rush. If you need more information, ask follow-up questions before deciding.

Above all, do not sign an agreement you do not understand.

Frequently Asked Questions

What questions should I ask an NDIS provider?

Ask about their services, experience, registration, workers, communication and prices. You should also discuss service agreements, privacy, complaints and how to change providers.

Together, these questions help you compare your options before starting services.

Can I choose my own NDIS providers?

Yes. You can generally choose providers that suit your needs and goals. However, your options depend on how your funding is managed and whether your support requires a registered provider.