Can I Change My NDIS Provider If the Support Is Not Right?

If an NDIS provider no longer meets your needs, you do not have to stay simply because support has already started.

Participants can usually choose and change providers, subject to the type of support, how their funding is managed and the terms of any service agreement. (ndis.gov.au, ndis.gov.au)

The change deserves planning. Ending suddenly without checking notice requirements or arranging replacement support may create fees or a gap in services.

Identify what is not working

The concern may be practical, relational or related to the support itself.

You might need:

* different appointment times

* clearer communication

* improved physical or communication accessibility

* a practitioner with different experience

* greater involvement in decisions

* an approach that fits your goals more closely

If you feel safe doing so, tell the provider what needs to change. They may be able to adjust the service or allocate another practitioner.

If you do not feel comfortable speaking directly, a support coordinator, my NDIS contact, advocate or trusted person may help.

Check your service agreement

Read the section about ending services. Look for:

* the required notice period

* cancellation fees

* outstanding invoices

* booked supports that need to be cancelled

* how information and records will be handled

* the process for ending the agreement

The NDIS advises participants to check notice and cancellation conditions before leaving. Ask for clarification in writing if the agreement is unclear. (ndis.gov.au)

Find a new provider first

Where possible, arrange replacement support before ending the existing service. This may prevent an unnecessary gap.

Meet the proposed provider and ask how they will support your goals.

Useful questions include:

* Do you deliver the support funded in my plan?

* Are appointments accessible in the way I need?

* Can I request a particular practitioner?

* How do you respond to feedback and complaints?

* What information do you need from my plan?

* What are your fees, cancellation rules and waiting times?

* How can the agreement be changed or ended?

You decide how much of your plan to share, subject to the information reasonably needed to arrange and provide supports.

Does funding management affect choice?

Yes.

If funding is NDIA-managed, you generally need to use registered providers.

If funding is self-managed or plan-managed, you can usually use registered or unregistered providers for many supports. Certain regulated supports still require registered providers. (ndis.gov.au, ndis.gov.au, ourguidelines.ndis.gov.au)

Advance Minds is a registered NDIS provider. Its current service page states that eligible counselling and therapy may be funded through CB Daily Activity when appropriate funding is available.

The practice also states that addiction counselling is not funded under that category through Advance Minds and is paid for privately.

Funding rules and individual plans can change. Confirm your funding with your plan manager, support coordinator, my NDIS contact or Advance Minds before booking.

Tell the relevant people

Notify your existing provider according to the service agreement.

If you have a plan manager or support coordinator, inform them about the change. You may also need to update the provider relationship through myplace or the my NDIS participant portal.

Ask your provider or my NDIS contact if you are uncertain about the portal process.

Keep copies of termination notices, agreements and relevant correspondence.

What if the concern is serious?

If you are unhappy about the quality or safety of support, you can raise the concern with the provider.

You may also contact the NDIS Quality and Safeguards Commission about a complaint or concern regarding provider conduct.

If someone is in immediate danger, call 000.

Changing providers is not a failure. A support relationship should be safe, respectful, accessible and relevant to your goals.

NDIS counselling in Bankstown and online

Advance Minds offers eligible NDIS counselling and therapy online across Australia and in person at Bankstown.

The practice works with self-managed, plan-managed and agency-managed participants, subject to funding and service suitability.

Read about NDIS counselling and supports or contact Advance Minds before booking to confirm funding.