How to Choose an NDIS Provider: A Family Checklist

You have an NDIS plan. Now comes the part that can feel overwhelming: choosing who will actually deliver the supports. The right provider can make life easier for the whole family. The wrong one can mean missed shifts, confusing invoices and a lot of stress. This guide gives you a simple process and a checklist you can use with every provider you're considering.

First, what is an NDIS provider?

A provider is any person, business or organisation that delivers NDIS supports. That includes sole traders, large companies, charities and not-for-profits (NDIS – What is a provider). Your physiotherapist, your support worker's agency, your plan manager and your support coordinator are all providers.

You can usually choose your own providers, and you can change them at any time (NDIS).

Step 1: Check which providers you're allowed to use

This depends on how your plan is managed (NDIS – How to find and choose a provider):

Some supports always need a registered provider, whatever your plan type. These include specialist behaviour support, plan management, specialist disability accommodation (SDA) and supported independent living (SIL) (NDIS).

SIL change in 2026: All SIL providers must now be registered, or must have applied to register by 1 October 2026 (NDIS news, 9 June 2026). If you use SIL, ask your provider about their registration status. If you choose and manage your own support workers, that isn't SIL, and this change doesn't apply to you.

Not sure about registered and unregistered providers? See our guide Registered vs Unregistered NDIS Providers.

Step 2: Research and build a shortlist

The NDIS suggests a few ways to find providers (NDIS):

• Ask your my NDIS contact, support coordinator or recovery coach. If you have funding for a support coordinator, finding providers is part of their job.
• Ask people you trust for recommendations.
• Research providers and their services, and read reviews.
• Use the NDIS Provider Finder to search for registered providers by suburb or postcode.

Aim for a shortlist of two or three. Availability matters as much as quality, because a great provider with no free shifts can't help you.

Step 3: Check the basics

Before you meet anyone, do these quick checks.

Is the provider registered?

Search the NDIS Commission's Provider Register. Choose the status "Approved" to see currently registered providers. You can also search for providers whose registration has been revoked.

Are the workers screened?

Workers employed by registered providers already have a current NDIS worker screening clearance. If you use an unregistered provider, there's no legal requirement, but the NDIS Commission recommends asking for workers with a clearance. You have the right to insist on it (NDIS Commission). See our guide to the NDIS worker screening check.

Does the provider follow the Code of Conduct?

All NDIS providers, registered or unregistered, must follow the NDIS Code of Conduct (NDIS). Ask how they train staff on it.

Step 4: Meet the provider and ask good questions

The NDIS recommends meeting new providers before you start (NDIS). Bring a family member or friend if that helps. Here are questions worth asking:

About the support

• Do you have experience supporting people with similar needs?
• Who will actually come? Can we meet them first? What happens if they're sick?
• Can you meet our preferences, such as days, times, worker gender, language and culture?
• Do you currently have availability for the hours we need?

About safety and quality

• Are you registered with the NDIS Commission? If not, why not?
• Do all your workers have a current NDIS worker screening clearance?
• How do you handle complaints and incidents?

About cost

• What will you charge for each support, and what are the support item numbers?
• Do you charge for travel? Are there any other fees?
• What's your cancellation policy, and how much notice do you need?

Step 5: Put it in a service agreement

A service agreement is a written agreement between you and your provider. It sets out what supports you'll get, what they cost, how the provider is paid, important dates, everyone's rights and responsibilities, and what happens if something goes wrong (NDIS – What is a service agreement).

• You must have a service agreement with SDA providers.
• They're encouraged for SIL.
• For other supports they aren't required, but the NDIS recommends one whenever you start with a new provider.

You can negotiate. The NDIS says you can negotiate the supports you'll get, the cost of each support, how the provider will be paid, and how to change the agreement (NDIS).

Providers can't contract out of their duties. A service agreement can't remove a provider's responsibilities under the NDIS Code of Conduct or Australian Consumer Law (NDIS).

The NDIS and NDIS Commission publish a free service agreement template you can use as a guide.

Step 6: Check prices against the price limits

Maximum prices for NDIS supports are set in the NDIS Pricing Schedule 2026-27. Whether the limits apply to you depends on how your plan is managed (NDIS – Pricing arrangements). Our NDIS Price Guide 2026-27 Explained walks through it.

The family checklist

Use this list with each provider you're considering:

1. They can deliver the supports in our plan, at the times we need.
2. We know whether they're registered, and we've checked the Provider Register.
3. Every worker has a current NDIS worker screening clearance.
4. They've explained how they follow the NDIS Code of Conduct.
5. We've met them, or the main worker, before starting.
6. They respect our preferences on culture, language and worker gender.
7. Prices are itemised with support item numbers.
8. Travel and other charges are clear.
9. The cancellation policy and notice period are in writing.
10. There's a clear complaints process.
11. Everything is in a service agreement we understand.
12. We know how to end the agreement if it isn't working.

If it doesn't work out

You can change providers. The NDIS suggests (NDIS – How to change providers):

1. Talk to your provider first about what isn't working.
2. Check your service agreement for the notice period and any fees.
3. Find a new provider before you leave the old one, so there's no gap in support.
4. Tell your current provider, your support coordinator and your plan manager.
5. Update your provider relationships in the my NDIS participant portal.

Feel unsafe, or unhappy with the quality? You can contact the NDIS Quality and Safeguards Commission on 1800 035 544 (NDIS – What are safeguards).

Frequently asked questions

Do I have to use a registered NDIS provider?

Only if your plan is NDIA-managed, or for supports that always need registration: plan management, specialist behaviour support, SDA and SIL. Self-managed and plan-managed participants can usually choose registered or unregistered providers.

How do I check if an NDIS provider is registered?

Search the NDIS Commission's Provider Register and choose the status "Approved" (NDIS Commission).

Do I need a service agreement?

It's required for SDA and encouraged for SIL. For other supports it isn't required, but the NDIS recommends one when you start with a new provider.

Can I negotiate prices with an NDIS provider?

Yes. The NDIS says you can negotiate the cost of each support. Maximum prices set in the pricing schedule apply to NDIA-managed and plan-managed participants.

Can I change NDIS providers at any time?

Yes. Check the notice period in your service agreement, and line up a new provider before you leave.

Who do I complain to about an NDIS provider?

Talk to the provider first if you feel able to. You can also contact the NDIS Quality and Safeguards Commission on 1800 035 544.

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This guide is general information, not legal advice. Always check the official sources linked above for your situation.