Question 1

Can a provider refuse service if I don't consent to something?

Accepted Answer

Providers can only refuse service if the information or consent they're requesting is essential for safe service delivery. For example, a transport provider might need emergency contact details for safety reasons. However, they cannot refuse service for unrelated privacy requests. If you're unsure, ask them to explain why it's essential.

Question 2

What should I do if a provider claims for services I didn't receive?

Accepted Answer

Immediately contact the provider to question the claim. Ask for documentation of the service. If unsatisfied, contact your plan manager (if you have one) to dispute the payment. You can also report to the NDIS Commission. Always check your plan statements regularly through the myplace portal.

Question 3

Can I change providers mid-plan if I'm unhappy?

Accepted Answer

Yes, in most cases. For Core supports (like assistance with daily life), you can change providers at any time. For Capacity Building supports, check if your funding is allocated to a specific provider. If it is, you may need to request a plan review to change providers. Your plan manager can help explain your options.

Question 4

How long do providers need to keep my records private?

Accepted Answer

Under Australian law, providers must keep records for at least 7 years after your last service. They must protect these records with appropriate security measures. You have the right to access your records during this time and request corrections if information is inaccurate.

Question 5

What's the difference between plan management and support coordination for protecting my rights?

Accepted Answer

Plan managers handle financial aspects—paying providers, tracking budgets, and ensuring claims follow NDIS rules. Support coordinators help you implement your plan, find providers, and navigate services. Both can help protect your rights, but plan managers specifically monitor claims for accuracy and compliance.

Question 6

Can I withdraw consent or change my mind during a service—without risking my NDIS support?

Accepted Answer

Yes. You can withdraw or change consent at any time, as long as the request is reasonable and you communicate clearly with your provider. If your support is reduced or you’re pressured to agree, contact My Care Finders for guidance and, if helpful, consider speaking with a trusted plan manager like MyMoney NDIS (www.planmanager.net.au) to help ensure your funding and supports align with your choices and consent.

Your NDIS Rights in Everyday Situations: Consent, Privacy & Choice

Understanding Consent in Everyday NDIS Situations

Frequently asked questions

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