Every National Disability Insurance Scheme (NDIS) client is different, and that’s what makes your role as a provider so important. In such a competitive market, the providers that stand out are the ones who listen, adapt, and deliver support that truly fits the person in front of them. And when your service feels like a perfect fit, clients are more likely to stay and recommend you to others, which helps your business grow.
Here’s our top practical tips to customise your approach and create lasting value for both your clients and your business.
NDIS clients have the freedom to shape their own plans. They can choose which services and supports work best for them and find their best match to provide them. The number one thing you can do to provide tailored support to clients, might seem a bit obvious but is worth calling out: listen to them!
Talk openly with your clients about their needs and what they’re asking for. Respect the wishes of your clients and assess whether you can meet their expectations. Participants can often feel like they are just another number and that their wants and needs are overlooked. If you want to stand out amongst a sea of providers treating everyone as if they need the exact same things, it all starts with a discussion.
Often, it’s the little things that can make the biggest difference. If you’re unsure about what a participant is looking for, it’s always best to ask them at the outset. Every client is different, and they have different ways of communicating their needs, so if you’re unsure of something, just ask and clear up any confusion that may exist.
Trust is a must! The strongest provider client relationships are built on mutual respect and genuine care. Keeping their best interests at the heart of every decision and delivering on your promises can help to create confidence in you – and confident clients are more likely to feel comfortable and stay engaged with your services.
To build trust, make sure you follow through on any commitments you make, always keep your clients in the loop and follow their lead. Trust turns good support into great outcomes for everyone.
Providing your clients with consistent and reliable support is important to your ongoing relationship. Continuity of service is vital in the NDIS - in fact providers are upheld to this by the Scheme’s Practice Standards. Clients rely on you to be dependable, and that reliability helps them to feel secure and supported. Of course, life happens. Even the best providers have to cancel or reschedule appointments due to circumstances outside of their control – just be sure to provide as much notice as possible to the client affected out of respect. If you can, try to offer alternatives for your client so they're not left in the lurch, and check in afterwards to make sure they still feel supported. Being proactive goes a long way here.
And remember, the NDIS has strict rules about cancellations for providers and participants that must be adhered to – be sure to read about them here.
Be up front with your clients and keep everything documented – transparency builds trust and prevents misunderstandings down the line. Start with having a service agreement that outlines expectations of how supports will be delivered, associated costs, and cancellation requirements and/or fees with every client. Depending on the service, you and your client might negotiate on the terms of the agreement together.
Make sure they have easy access to this information and encourage questions and feedback along the way. If they’re unsure about costs, processes, or anything else, invite them to ask. Open conversations make your relationship stronger, and help to make sure you’re still providing the support your client needs, rather than assuming it’s fine when really they’re not happy.
Good record-keeping matters too. Keeping timesheets of the hours you work can help if there’s ever any payment disputes. Most issues happen when expectations aren’t clear, so set them early, stick to them and document everything. It’s the simplest way to protect your business and keep your clients confident in using your service.
It’s important that the hourly rate you charge is within the NDIS Pricing Arrangements and Price Limits, which is designed to let providers and participants know the maximum prices that can be charged in the NDIS. Participants are taking more ownership of their NDIS by keeping an eye on the price guide too, which is updated regularly. We explain how to read it in this simple explainer. If you charge GST, the total price plus GST must fall within the NDIS Pricing Arrangements and Price Limits too.
You also need to charge your NDIS clients the same you would charge anyone else. Not only is charging more against the rules, but it’s the quickest way to make clients feel like they’re being taken advantage of, losing their respect, and their business.
A strong reputation for great personalised service is the fastest way to attract more clients. NDIS participants want providers they can trust, those who put their clients first and deliver supports ethically, competently, and on time.
A great way to build that reputation as a trusted provider is through online reviews and word of mouth. Don’t be shy about asking happy clients to write a review on your social media pages, through Google, or via disability service directories like Clickability. This positive feedback helps potential new clients see the quality of your service through the eyes of those who know it best!
Remember, NDIS participants who work with a plan manager can choose any service provider – whether they’re NDIS-registered or not. This means they have more choice in the marketplace, so providing high quality, customised service that stands out is key to attracting new clients and keeping existing clientele.
