How to change NDIS providers and keep your support in place

Identify what needs to change

Write down why your current arrangement is not working. Is it the timing, a worker match, communication or a service that no longer meets your needs? This helps you ask a new provider the right questions.

If you feel comfortable, you can ask your current provider to make changes first. You can involve a trusted person or support coordinator. If you have concerns about the quality or safety of support, the NDIS Commission can help you understand the complaints process.

Check the agreement and confirm the next service

Look for the notice period and the process for ending your service agreement. Ask for clarification if the wording is unclear. Check for outstanding invoices and any charges that may apply under the agreement and current rules.

Confirm that the new provider can actually deliver the support you need at the proposed times. An initial enquiry is different from a confirmed start date. For essential personal or nursing care, plan the transition carefully with the people involved.

Put the handover in writing

• The last visit with the current provider and first visit with the new one.
• The tasks, routines and preferences the new team needs to understand.
• Which care documents may be shared, and with whom.
• The person responsible for answering handover questions.
• What will happen if the planned start date changes.

Update the people and records involved

Tell your support coordinator or plan manager about the change. Check whether a service booking or provider relationship needs updating in your participant portal, and who will do it.

A short notice message can say: “I would like to end my service agreement. My proposed final service date is [date]. Please confirm the notice arrangements, any outstanding invoices and the process for sharing my care information with my consent.” Keep a copy of the reply.