Can I change my NDIS service provider?

If you’re not happy with your current NDIS service provider, you have every right to make a change. The National Disability Insurance Scheme (NDIS) is designed to give you choice and control over your supports and that includes deciding who delivers those services.

In this article, we’ll walk you through your rights, the steps to take and a few helpful tips for switching to a new provider smoothly.

Why do people change providers?

There are many reasons why someone might want to change their NDIS service provider. These include:

• disappointment with the quality of care or communication; 
• changes to a person’s needs or goals; 
• relocation; 
• the provider changing their service offerings; or 
• an alternative provider may seem like a better fit for the participant. 

Whatever the reason, you’re entitled to work with providers who respect your needs and help you work towards your goals.

Your rights under the NDIS

The NDIS puts participants at the centre of decision-making. You have the right to:

• choose your own service providers; 
• change providers at any time; 
• receive services that meet your needs, preferences and goals; 
• be treated with respect and dignity. 

How to change your NDIS provider

Here’s a step-by-step guide to help you switch providers.

1. Check your service agreement
   Before making a move, review your existing service agreement. It should outline any notice periods or cancellation conditions. Most providers ask for two to four weeks’ notice, but this can vary.
2. Notify your current provider
   Let them know you wish to end the agreement. It’s a good idea to do this in writing (email is fine). Be clear about when you want services to stop and ask them to confirm the cancellation. Depending on the way you manage your funds and the services you receive, you may be able to self-service relationship requests in the my NDIS participant portal. Alternatively, you can reach out to your NDIS contact or call the National Contact Centre on 1800 800 110.
3. Find a new provider
   Search the NDIS Provider Finder, ask for recommendations or speak with your support coordinator/Local Area Coordinator (LAC) for help. Make sure your new provider understands your needs and is available when you need them. Additionally, Disability Support Guide offers a wide range of service providers, ranging from Accommodation to Therapists & Specialists. To find the right kind of support for you, click on the relevant category and refine your search by adding your location.
4. Set up a new service agreement
   Once you’ve chosen a new provider, you’ll need to agree on the terms of your support — including the types of services, timing and how things will be billed.
5. Update the MyPlace Portal (if required)
   If your plan is NDIA-managed, you may need to update your provider details in the NDIS MyPlace portal. However, as the NDIS has introduced new digital infrastructure to improve record keeping, consider calling the NDIS Contact Centre to clarify.

Real-life example: Liam’s story

Liam, a 29-year-old with an intellectual disability, wasn’t feeling supported by his original provider. With the help of his sister and support coordinator, he found a new provider who offered more tailored services and better communication. Now, Liam feels more confident and is making real progress toward his independence goals.

What if I need help?

If you’re unsure how to change providers or feel nervous about the process, you’re not alone. Speak to your support coordinator, plan manager or LAC — they’re there to guide you. You can also contact the NDIS Commission if you have concerns about a provider’s conduct.

Changing NDIS providers might feel like a big step, but it’s one that can lead to much better outcomes for you. The scheme is built around your right to choose and that includes choosing the right people to support you on your journey.

If something doesn’t feel quite right with your current provider, trust your instincts and explore your options. There’s support out there to help you make the switch with confidence.

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