Changing NDIS Service Providers – Step by Step

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What is an NDIS Service Provider?

A service provider is a person, business or organisation that delivers NDIS funded services to you.

It’s important to work out what you want and find the right provider to meet your needs. Providers who are registered with the NDIS are called NDIS Registered Providers. They meet strict government quality and safety requirements. Find more information about how to find a registered provider here.

How to Change your NDIS Service Provider

The National Disability Insurance Scheme was introduced to make it easier for individuals living with disability to cover the cost for services of care and treatment. There are over 1000 registered NDIS providers all over WA, but what if you want to change from your current one?

It can be hard to part ways with a provider. And it can happen for a number of reasons, you can grow apart, perhaps your goals have changed, you might be unhappy with the services you receive from them, or it could be a practical reason such as you are moving houses.

Important for you to know is that as an NDIS participant you have numerous rights as the customer of a service provider. One of these rights is that you can change NDIS service providers at any time. You are also not required to disclose the reason for your choice. You are in control to access the type of services and supports you believe are most appropriate to meet your needs.

But change can be difficult and being informed can help you with the process. So, let’s get into it.

Changing Providers Step by Step

Step 1:  The first step in changing your service provider is the termination of your current provider’s agreement. This is necessary to be done before you can start with a new service provider. It is advisable to end this agreement in writing (via email) so that there is a written record of the date of your request.

You should also check the terms and conditions of any service agreement you have with the provider. In some cases, the termination of the agreement will be effective immediately. In other cases, the service provider may include a statement that termination becomes effective after a period of time, from the date you notify them. When you are requesting that a service agreement cease, it is also helpful to ask for an acknowledgment of your request in writing.

Step 2: If the NDIS funding is agency managed, there is another critical step that you need to take. You will need to ensure the service provider you are parting with ends their service bookings on the MyPlace portal. This takes 14 days from the date that the service provider makes a request in the portal.

Step 3: Once the previous two steps are completed, you are finally in a position of commencing services with your new service provider of choice. It will be a case of contacting the new NDIS provider and following similar steps you went through when you signed up for your previous provider. Some companies have slightly different application methods, but they will explain things for you in more detail when you are ready to reach out to them.

Talk to us!

If Interchange is your new chosen service provider – welcome, we are so glad you are here! We have a Service Entry and Exit Policy and can develop a transition plan with you if required. There are a few ways to get in touch with us. You can simply reach out to us in our Contact Us form online, you can call us on (08) 9329 9399 or email us at Speak soon!

Our Top Tips for Changing Service Providers

  • Have a written service agreement with your service providers.
  • Understand the termination times in your current service agreements.
  • Request in writing to end your service agreement with your current provider.
  • Request an acknowledgement of your termination request in writing.
  • For agency managed funds, check the ‘My Place’ portal after 14 days to see whether the service bookings were canceled.
  • If the service booking has not been canceled, call the NDIA and ask them to end the booking.
  • Only disclose the reason why you wish to change providers if you choose to.