How to change NDIS providers in 6 simple steps

Melissa Cowan
February 28, 2023

If you aren’t happy with the services currently being provided, changing providers can be a good option. This is all part of the choice and control you have over your NDIS plan and your life.

It can sometimes be quite challenging to make the decision to switch providers, and you might be unsure about how to go about this process. But it’s important to remember that you deserve to have the right people on your team. 

In this article, we will cover how to change providers in 6 simple steps. 

Why would you want to change to another provider?

Being dissatisfied with the services provided is enough of a reason to change providers. But here are some other reasons you might want or need to change:

  • If you move to a different area where the provider doesn’t operate
  • The provider changes the services they offer and they no longer suit your needs
  • The provider can’t accommodate changes you want to make, such as to support hours or the type of services you receive. 
  • You have found a provider that is more affordable
  • Your current provider doesn’t specialise in the area you need them to, for example in mental health
  • You are seeking better rapport or more aligned values with your provider

1. Consider talking to your current service provider 

While this step is entirely optional for NDIS participants, it can be helpful to express your concerns to your current provider to see if anything can be done to turn things around. You can let the provider know you are considering stopping their services and moving elsewhere. 

If you feel comfortable, let them know why you want to change providers. To prepare for this conversation, you could write down a list of concerns and any constructive feedback.  

If the issue can’t be resolved, or you have already decided you want to switch, you can move to the next step. 

2. Check your service agreement for details

Your service agreement should tell you exactly how to cancel your services. If you don’t have a service agreement, call or email your provider and ask them for this information. It’s a good idea to get this information in writing. 

The terms and conditions in this agreement will include how much notice you need to give the provider and any cancellation costs for ending the agreement early. If you’re unsure about anything in the service agreement, you can ask your provider to clarify. If you have a support coordinator, they might also be able to help. 

3. Find a new service provider 

While you are working through the previous steps, you can start looking for a new provider that can provide better care and support.

HeyHubble’s expert team can match you with providers who are personalised to you and your needs. Submit a service request and we’ll review your request and send you a list of recommended providers. 

You can also ask for recommendations from friends and family or use the NDIS Provider finder tool. 

4. End your service agreement

Follow the steps outlined in your service agreement to end the services. If you don’t have a service agreement, tell your provider that you want to stop receiving services, preferably via email so you have a written record of communication. 

If you are NDIA-managed, you’ll need to ask the provider to cancel their service booking on the NDIS MyPlace portal as soon as possible. The provider will let you know if you need to do this yourself or if you need to contact the National Disability Insurance Agency (NDIA) to cancel the service booking.

5. Inform your new service provider, plan manager and support coordinator of the change

Talk to your new service provider to plan for your transition to their services. This can include how your support needs will be met during the transition, how your NDIS plan will be managed and when your new services will start.

If you have a plan manager or support coordinator, you also need to inform them of your plans to change providers. They might also be able to answer any questions you have about the process.

6. Sign a new service agreement

The NDIA recommends signing a service agreement with each provider you work with. Service agreements help set expectations for both you and your provider. 

We’ve written an article all about service agreements, which you can find here

Here are some extra tips for making changing providers as easy as possible:

  • Consider your support needs: Make sure your new provider has the skills and experience to meet your specific support needs. For example, if you need a provider who specialises in mental health, this would be prioritised in your search.
  • Discuss your needs with your new provider: Once you have chosen a new provider, you should have a conversation with them about your support needs. This will help them understand your needs and provide adequate support.
  • Remember that changing providers can be a positive step toward receiving the support you need to achieve your goals. 

Choosing the right providers is a crucial part of building a strong team to support you. Although it can be difficult to make the decision to change providers, it’s important to make sure you have providers on your team who are well suited to your needs and goals. If you are looking for new providers in your area with capacity, HeyHubble can connect you with trusted NDIS providers who are matched to you and your needs.

Image credit: Banner designed by Freepik

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