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Participant checklist

Questions to Ask an NDIS Provider

The right provider should be able to explain who will support you, what it will cost, how the service works and what happens when something changes. Use this checklist to compare providers on more than price.

How to use this checklist

Pick the questions that matter most, take notes during each conversation and compare answers afterwards. Ask for important promises, prices and conditions in writing.

1

Qualifications and safety

  • Who will actually deliver my support?
  • What qualifications, current registrations or professional memberships do they hold?
  • What experience do they have with people who share my support needs or goals?
  • What worker screening, supervision and ongoing training do you require?
  • How do you manage incidents, emergencies and participant safety?
2

Service and personal fit

  • How will you learn about my goals, preferences and communication needs?
  • Can I meet the worker before services begin?
  • Can I request a different worker if the match is not right?
  • How do you support cultural safety, identity and personal routines?
  • How will progress toward my goals be reviewed?
3

Availability and continuity

  • When can services start?
  • Will I have the same worker each time?
  • What happens if my regular worker is unavailable?
  • Do you provide support at the times and locations I need?
  • How much notice do you give for changes?
4

Costs and plan claiming

  • What is the hourly or session price, including travel and non-face-to-face charges?
  • Are your prices within current NDIS price limits where they apply?
  • What is your cancellation policy?
  • Are there setup fees, report fees or other charges?
  • How will invoices describe the support and claim item?
5

Agreement, privacy and feedback

  • Can I read the service agreement before signing?
  • How can I pause or end the service?
  • How do you protect my personal information?
  • How do I make a complaint or give feedback?
  • Will raising a concern affect my service?

Warning signs to pause on

!Pressure to sign immediately
!Vague answers about who will provide the support
!Refusal to explain qualifications or costs
!Blank forms or agreements with missing prices
!Promises of guaranteed NDIS outcomes
!No clear complaints or cancellation process

Questions about choosing an NDIS provider

Do I need to ask every question on the checklist?

No. Choose the questions most relevant to your support and situation. Qualifications and safety, total costs, availability, cancellation terms and how to raise concerns are useful starting points for almost every service.

Can I ask to meet the support worker first?

Yes. You can ask for an introductory conversation or meeting before regular services begin. Whether a provider offers this and whether there is a charge should be explained in advance.

Should an NDIS provider give me a service agreement?

A written service agreement is strongly recommended because it records the supports, prices, responsibilities, cancellation terms and how the arrangement can end. Read it carefully and ask for changes or clarification before signing.

What if I feel pressured to choose a provider?

You do not have to decide immediately. Ask for information in writing, compare another provider, speak with someone you trust, or step away. Your right to choice and control includes saying no.

Can I change providers later?

Usually, yes, subject to the notice and cancellation terms in your service agreement. Check those terms before signing so you understand how to leave if your needs change or the service is not a good fit.

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