NDIS Provider Checklist — 20 Questions to Ask Before You Sign
These are the 20 questions to ask an NDIS provider before you sign a service agreement. They cover safety, service delivery, pricing and fit, so you can compare providers on the same evidence and choose. Tick them off as you go, then print the checklist for your next provider meeting.
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Work through the checklist before choosing a provider.
NDIS Provider Checklist — Help Alliance
helpalliance.com.au/ndis-provider-checklist
Provider assessed: ______________________________ Date: _______________
1. Safety, Registration & Compliance
2. Service Delivery
3. Agreements & Pricing
4. Communication & Fit
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Work through the checklist before choosing a provider.
Red Flags When Choosing an NDIS Provider
These warning signs suggest a provider may not be a good fit — or may not be complying with their NDIS obligations.
- Pressure to sign immediatelyLegitimate providers give you time to review documents. Urgency tactics are a warning sign.
- Vague or verbal-only service agreementsEverything should be in writing before services start — price, hours, cancellation terms, and complaint process.
- Cannot confirm workers hold NDIS Worker Screening clearancesThis is a legal requirement for risk-assessed roles. If they can't confirm it quickly, ask why.
- Rates above the NDIS price guide (if you're agency or plan managed)Registered providers cannot charge above price limits for most participants. Check the current NDIS Pricing Arrangements.
- No clear process for complaints or feedbackA registered provider must have a complaints system. If they seem defensive or evasive when you ask, that's a concern.
- Workers change frequently with no explanation or continuity planHigh staff turnover disrupts routines, especially for participants with complex needs. Ask directly about their worker retention.
Your Rights as an NDIS Participant
- ✓You have the right to choose and change your NDIS providers at any time, subject to the notice period in your service agreement.
- ✓You have the right to receive supports in a safe, respectful, and person-centred way that upholds your dignity and privacy.
- ✓You have the right to make a complaint about any provider — to the provider directly, and to the NDIS Commission if unresolved.
- ✓The NDIA's Participant Service Guarantee sets timeframes for NDIA decisions, such as access and plan decisions.
How to Change NDIS Providers
1
Check your service agreement
Review your current agreement for the required notice period — usually 2–4 weeks. Note any end-of-agreement requirements.
2
Give formal written notice
Send a written notice (email is fine) to your current provider stating the date your services will end. Keep a copy.
3
Engage your new provider
Contact and onboard your new provider, sign a service agreement, and set up a service booking in myNDIS or through your plan manager.
4
Ensure continuity
Plan the transition to avoid gaps in support. Your support coordinator (if you have one) can help manage the handover between providers.
Frequently Asked Questions
Yes. All 20 questions work for registered and unregistered providers, sole traders, therapy practices, and supported accommodation services. A few points, such as audits, only apply to registered providers. Where that happens, the checklist tells you what to ask an unregistered provider instead, so you can compare providers on the same evidence.
Registered providers have applied to the NDIS Quality and Safeguards Commission, been audited against the NDIS Practice Standards, and are approved to deliver specific support types. They must also run complaints and incident management systems and report certain serious incidents to the Commission. Unregistered providers are not audited, but they are still bound by the NDIS Code of Conduct and can be investigated and banned by the Commission.
Not inherently — but the safeguards work differently, so more of the checking falls to you. Every NDIS provider and worker is bound by the NDIS Code of Conduct, and the NDIS Quality and Safeguards Commission can investigate complaints and issue banning orders against an unregistered provider just as it can against a registered one. What you do not get is an independent audit against the NDIS Practice Standards, so judge an unregistered provider on the evidence they can show you rather than on their status — the next question sets out exactly what to ask for. Whether you are eligible to use one is a separate question, covered in our guide at /ndis-provider-perth.
Ask for the evidence an auditor would look for. Request worker screening clearances or police checks, a certificate of currency for public liability and professional indemnity insurance, a written service agreement, their complaints process in writing, and how they record and respond to incidents. Then ask for two references from participants or support coordinators, and check their ABN on the ABN Lookup website.
No. Your plan budget is the same either way — what changes is how invoices get paid. Plan-managed participants have invoices paid by their plan manager; self-managed participants pay the provider and claim through the myplace portal. Some plan managers ask unregistered providers for an ABN and evidence of insurance before they will process invoices, so confirm that early.
You are not legally required to have a written service agreement, but it is strongly recommended. NDIS Practice Standards require registered providers to have a clear process for agreeing on services. Unregistered providers are not audited against those standards, which makes getting the detail in writing more important, not less. A good agreement sets out what is delivered, at what cost, and how disputes are resolved.
Refusal to put the arrangement in writing before services start is a significant red flag, whether or not the provider is registered. Registered providers are required to have clear service agreements under the NDIS Practice Standards. You can raise concerns about any NDIS provider — registered or unregistered — with the NDIS Quality and Safeguards Commission via their website or by calling 1800 035 544.
Yes, absolutely. You are not limited to one NDIS provider, and if you are plan-managed or self-managed you can mix registered and unregistered providers. Many participants use one provider for personal care, another for therapy, and a plan manager for financial administration. You have full choice and control over which providers you engage for each support in your plan.
Notice periods depend on your service agreement. Most providers require 2–4 weeks' notice for ending a service agreement. Some may require longer for complex supports like SIL. If you need to change providers urgently for safety reasons, you can contact your support coordinator or the NDIS Commission. Always check your service agreement before giving notice.
The price limits in the NDIS Pricing Arrangements and Price Limits apply to supports claimed from agency-managed and plan-managed budgets, whether or not the provider is registered. If you are self-managed, you can negotiate rates outside those limits. If a provider bills above the limit against a plan-managed budget, raise it with your plan manager — and report dishonest billing to the NDIS Commission.
The NDIS Quality and Safeguards Commission regulates NDIS providers across Australia. It registers providers, who are audited against the NDIS Practice Standards by independent approved auditors, and it runs the NDIS Worker Screening Check system. Its complaints function and the NDIS Code of Conduct cover all providers and workers, registered or not, so it can investigate conduct and issue banning orders against an unregistered provider. Call 1800 035 544.
Yes. Help Alliance is a free matching service and doesn't deliver supports itself. Tell us what you need and we send your request to local providers. Those who can start will contact you, and you choose who to go with. Use this checklist to ask each one the same questions before you sign a service agreement.
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