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.
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?
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.
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.
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 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: August 2026.
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Your Rights Under the NDIS: What Providers Must Do
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