Am I allowed to change my NDIS provider?

Some situations where you might consider changing your NDIS service provider include:

• • you have moved and would prefer a provider located closer to you
  • your goals have changed and your provider doesn’t provide services and supports that meet your circumstances
  • your service provider has changed their service plans and no longer provides services and supports that fit your needs
  • you are unhappy with the way your provider delivers their services
  • your provider has changed management – in turn their customer-service models don’t match your individual requirements
  • you are unhappy with the way they communicate or inform you about the delivery of their services
  • your provider has increased the cost of delivering services and supports.

You may find that after reassessing your situation you may not want to change your provider but instead, would like to change some of the services you receive or include other activities in your plan.

You may be able to:

• • Make changes to some areas of your plan (e.g. your NDIS consumables budget).
  • Switch your funding from one category to another
  • Reduce or increase the amount of support.

How do I change my NDIS provider?

How do I change my NDIS plan manager?

You may choose to have someone deal with your provider on your behalf – an NDIS plan manager. Their role is to receive and pay invoices to your NDIS provider and send you monthly reports showing where your money has been spent and how much is left in your budget. Some plan managers also offer advice about providers and services you can access or budgets and may help you with navigating NDIS service agreements.

Sometimes you may not be happy with your plan manger and the service they provide. For example, you may not be able to get in touch with them or they don’t get back to you, or they are not sending you reports so that you know how and where your budget is being spent. You do not have to give any reason to your current plan manager about why you want to switch.

Switching to a new plan manger is not difficult, but you need to:

find a new plan manager – you will probably need to complete some paperwork
let your current plan manager know that you would like to cancel their services
inform your NDIS service provider so they know where to send their invoices – some plan mangers do this for you.

How do I complain about my NDIS service provider?

You have a right to complain about your NDIS service provider if you are not happy with their service. Your provider must have a process in place that outlines how they deal with complaints. If you are comfortable, you could speak to your provider first before considering other options.

If you are not happy with their response, you can contact the NDIS Commission.