Practical questions to help you compare providers, understand service agreements and choose supports that feel right for you.
You have a right to be involved
Choosing a provider is a personal decision. The right provider should listen to your goals, communicate in a way you understand, respect your identity and preferences, and be honest about what they can and cannot provide.
You can involve a family member, nominee, advocate, support coordinator, recovery coach or another trusted person when comparing options. You should not be pressured to choose quickly or sign something you do not understand.
Check registration and funding requirements
Your funding management method affects which providers you can use. NDIA-managed supports require registered providers. For many self-managed or plan-managed supports, you can choose registered or unregistered providers, although certain services have mandatory registration requirements.
Ask whether the provider is registered for the support you need and check their details with the NDIS Quality and Safeguards Commission. Registration is an important check, but you should also assess the provider’s experience, communication, safety practices and suitability for you.
Questions to ask a provider
- What experience do you have with the type of support I need?
- Can you provide support at the times and places I need it?
- How will you match me with support workers, and can I request a change?
- How do you train, supervise and check workers?
- What are your prices, travel charges and cancellation rules?
- How do you protect privacy and respond to incidents or concerns?
- How can I give feedback or make a complaint?
- What happens if my usual worker is unavailable?
- Do you currently have suitable workers available in my suburb?
- Can we arrange an introductory conversation or meeting before I decide?
- How do you check worker screening clearances and training relevant to my support needs?
Read the service agreement carefully
A service agreement is an agreement between a participant and a provider about the supports to be delivered and how the arrangement will work. It should set out important matters such as services, prices, schedules, responsibilities, changes, cancellations and how the agreement can end.
The provider should help you understand the agreement. You can ask for information in your preferred language, communication method or terms you understand, and you can suggest changes before signing.
Check the fit, not just the service list
Two providers may offer a service with the same name but deliver it differently. Consider whether workers listen, arrive reliably, respect boundaries, encourage independence and adapt appropriately when needs change.
Ask how the provider will measure whether the support is helping you work towards your goals. Regular, respectful check-ins can help identify what is working and what should change.
When comparing providers, write their answers side by side. For example, if you need personal care at a particular time each morning, confirm actual availability, worker experience and the backup arrangement—not just whether “personal care” appears on the website. A provider that fits your routine and communication needs may be more suitable than one with a longer service list.
Changing providers
Changing providers is normal. The NDIS says who you work with is up to you, and you can switch providers. Before changing, check the notice and cancellation terms in your service agreement and make a plan to avoid gaps in essential support.
You should receive clear information about final invoices, records and any other steps needed to finish the arrangement.
Confirm your intended finish date and any notice requirements in writing. Coordinate the new provider’s start date to reduce gaps in essential support. If the provider is recorded as a “my provider” in your NDIS plan, ask your my NDIS contact or plan manager what updates are needed for your arrangement.
Look for respectful, transparent support
A trustworthy provider is open about prices, capabilities and limitations. It should manage conflicts of interest, protect your personal information and respond promptly when you raise a concern.
Your choice and control should be visible in everyday decisions—not only written in a brochure.
Talk to Bonte Care
Considering Bonte Care? Ask us about our services, worker matching, availability, prices and service agreement so you can decide whether we are the right fit.
Bonte Care supports participants across Brisbane, Gold Coast, Logan, Ipswich and Sunshine Coast. Explore our disability support services and ask about current availability for your location and support needs. You are welcome to compare your options before deciding.
Bonte Care phone: 07 5625 6060 / 0451 295 108
Contact Bonte Care
Important information
This article provides general information only. It is not legal, financial, medical or eligibility advice. NDIS rules and guidance can change, and decisions depend on individual circumstances. Check current information with the NDIA or NDIS Quality and Safeguards Commission and seek appropriate professional advice when needed.
Last reviewed: October 2026.
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Your Rights Under the NDIS: What Providers Must Do
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