Changing NDIS providers can feel easier when you have a clear handover plan. Checking agreements, confirming appointments and reviewing payments can help you keep the change organised.

You can change support providers when an arrangement no longer meets your needs. For example, you may want a different therapy service, appointment time or support worker organisation.

This guide explains what to check before, during and after the handover.

📋 Start here: Keep your service agreement, appointment details and provider contact information together. You can also ask someone you trust to help.

🧭 1. Decide What Needs to Change

First, think about what you need from your support. Your goals, preferences or daily routine may have changed.

Consider these questions:

• Does the service meet my current needs?
• Do the appointment times work for me?
• Am I comfortable with the communication and approach?
• What would I like a new provider to do differently?

If you feel comfortable, discuss your concerns with your current provider. A different worker or schedule may help.

Alternatively, ask a trusted person or support coordinator to help you explain what you need.

🛡️ Put safety first: If you feel unsafe, seek help promptly. You can report concerns about NDIS support quality or safety to the NDIS Commission.

Call Triple Zero (000) in an immediate emergency.

📄 2. Check Your Service Agreement

Before choosing a finish date, read the terms for ending your current service.

Look for:

• The notice period.
• How to give notice.
• Appointment cancellation terms.
• Any proposed final charges.
• Who to contact about questions.

Do not assume every provider has the same notice period. Instead, ask for clarification if the agreement is unclear.

If the provider proposes a charge, request a written explanation. Ask how it relates to your agreement and any applicable NDIS pricing and claiming requirements.

For more background, read NDIS Provider Service Agreements: Why They Matter.

✉️ Keep a record: Save your notice and the provider’s response. Ask them to confirm the final service date and which appointments remain booked.

📅 3. Confirm the New Provider’s Start Date

Where possible, confirm your new service before ending the current arrangement.

Check these details with the new provider:

• Which supports they can deliver.
• The first confirmed appointment.
• The appointment location and time.
• The agreed prices and service terms.
• Who to contact if arrangements change.

⏳ Remember: A waiting-list place is different from a confirmed appointment.

If there may be a gap, speak with your support coordinator or your my NDIS contact. Explain which supports you need and ask what options may be available.

Before agreeing to costs, check what your available funding can cover.

🤝 4. Create a Simple Handover Note

A short note can help everyone follow the same plan. Keep it somewhere you can easily find and update it.

Include:

• Finish date: Your last appointment with the current provider.
• Start date: Your first confirmed appointment with the new provider.
• Booking changes: Appointments cancelled or rescheduled.
• Information sharing: What you agree can be shared.
• Follow-up tasks: Outstanding questions and who will follow them up.

For example, confirm that your regular Tuesday appointment has been cancelled before booking another service at the same time.

Next, tell the new provider how you prefer to communicate. Explain any practical arrangements they need to understand before your first appointment.

🔒 Check before sharing: Ask what information will be transferred, why it is needed and who will receive it. Share information relevant to delivering your support.

💳 5. Tell Your Plan Manager and Review Invoices

If you use a plan manager, let them know you are changing providers.

Share your agreed finish date and any relevant changes to service arrangements. This helps them review invoices and budget records for your plan-managed supports.

Then check whether any invoices remain outstanding.

An invoice received after your finish date may relate to an earlier appointment. Therefore, check the service date and description before deciding whether the charge is incorrect.

If something does not look right:

• Identify the invoice and service date.
• Explain which charge you question.
• Ask the provider for clarification.
• Tell your plan manager about the concern.

🧾 Keep the details together: Save invoices, explanations and relevant emails so you can refer to them later.

🔄 6. Check Whether Provider Records Need Updating

Depending on your NDIS system and provider relationship, a service booking or provider relationship may need updating.

Ask your provider or your my NDIS contact which steps apply. Also confirm who will make the update.

You can read the official NDIS guide on how to change providers for more information.

Finally, check that your appointment calendar reflects the agreed changes.

✅ Your Provider Handover Checklist

Before completing the change, work through these checks:

• I have reviewed the terms for ending my current service.
• My current provider has confirmed the finish date.
• I know which appointments have been cancelled.
• My new provider has confirmed the first appointment.
• I have checked the new prices against my available funding.
• I understand what information will be shared.
• I have told my plan manager or support coordinator, if applicable.
• I know who is following up outstanding invoices or record changes.

If something remains unclear, ask the relevant person to explain the next step.

❓ Frequently Asked Questions

Can I change NDIS providers before my plan ends?

Yes. You can change providers during your plan. Check your service agreement and plan the transition around your support needs.

Is there one notice period for all NDIS providers?

No single notice period should be assumed. Read your agreement and ask the provider to clarify the terms before setting your final service date.

Does changing NDIS providers give me more funding?

Changing providers does not itself approve extra funding. Check the new service costs against your available budget before agreeing to them.

What if my new provider has a waiting list?

Ask whether they can confirm a start date. If there may be a gap, discuss your support needs with your support coordinator or your my NDIS contact.

Can I report a concern without speaking to my provider first?

Yes. You can contact the NDIS Commission about support quality or safety concerns, including when you do not feel safe approaching the provider.

💜 Questions About Payments During a Provider Change?

Plan Manage Assist can help you understand invoices and budget records for your plan-managed supports while you organise the handover.

Contact our team to discuss payment or budget questions.

📞 Call: 1300 199 960
✉️ Email: enquiries@planmanageassist.com.au
🌐 Website: Plan Manage Assist