Your Rights at Provider Level: Consent, Safety & Fairness

Know the rights that apply when support is delivered

When a support worker or provider delivers your NDIS supports, several rights still apply. You have the right to give informed consent before support is provided, and you can ask questions, request changes, or say “no” if you are not comfortable. Providers should explain what will happen, how support will be delivered, and any risks in a way you can understand.

You also have the right to safe and respectful support. This includes safe work practices, appropriate skills for the task, maintaining your privacy, and treating you fairly. If something feels unsafe or you experience harm, neglect, discrimination, or inappropriate behaviour, you can raise it straight away. If you have concerns about behaviour or communication, the provider should respond appropriately and not retaliate. If you need help comparing options, My Care Finders can support you to compare providers and understand what they offer before you commit.

Another key right is about fairness and choice in your day-to-day supports. You should be asked about your preferences (for example, timing, routines, and how you want communication done). If your plan says a support is reasonable and necessary, you should not be pressured into extra services you didn’t agree to. If you are using plan management, check that invoices and claims match what you agreed to. You may also want to review your budget through MyMoney NDIS (www.planmanager.net.au) to help you stay informed.

Key takeaway: You can pause or refuse support if you haven’t given informed consent, and you can raise safety or fairness concerns without losing your supports.

If things don’t go well, you have the right to make a complaint and expect a timely response. Start with the provider, but if you’re not satisfied, you can escalate using the provider’s complaints process and related NDIS channels. Keep notes of dates, who was involved, what happened, and any impacts on you.