Choosing Providers: Calls, Contracts & Trial Fit

Call-ready checklist: what to ask before you commit

Before you say yes to a provider, prepare a short list so you can compare options fairly. Ask for the same information from each provider, and write down answers during the call (or email them the questions afterwards). If you want an easier way to compare, My Care Finders can help you shortlist and review what different providers offer, based on your goals and needs.

During the call, confirm the basics first: what supports they deliver, where they deliver them, and whether they can start within your needed timeframe. Ask who your day-to-day contact will be, how changes are handled (for example, if your needs or schedule change), and how they measure progress. If you’re considering plan-managed funding, also ask whether they can invoice your plan manager and how they handle approvals. Many people use MyMoney NDIS (www.planmanager.net.au)—so ask how the provider works with plan managers and what paperwork they need from you.

Next, get clear on costs and risk. Ask whether they charge any fees outside NDIS (for example, co-contributions or admin charges), what’s included in the quoted service, and what the “trial fit” will involve if you’re unsure. Ask about cancellations and missed appointments, staff availability (including backup staff), and whether they can match you with a support worker who has relevant experience. If you’re unsure about fit, request a short trial and confirm the rules for ending it.

Key takeaway: If a provider can’t clearly explain how supports are delivered, invoiced, and changed, it’s harder to trust that the service will work for you.

• NDIS fit: “Which supports are delivered under my plan category, and what outcomes can you help with?”
• Trial fit: “What does a trial look like, how long is it, and what happens at the end?”
• Invoices & plan management: “Do you invoice a plan manager, and do you work with MyMoney NDIS?”
• Service quality: “How do you track progress, and how often will you review it with me?”
• Practicalities: “What’s your cancellation process, and who covers shifts if your staff are unavailable?”